@vodafoneuk Disgraceful Vodafone customer service!! Partly resolved-Awaiting update from OP

[Crazyhorse7]

My Son's Vodafone service was suspended in December 2011. The problem was the bank; they cancelled the wrong direct debit. The day after payment was due the service was suspended. My Son didn't use his phone for a week and then recieved a letter telling him of suspension.

 

My Son is (mentally) disabled and does not understand the contract but did not tell me. I finally found out in January 2012 and took up his case.

 

Between February and now there have been emails flowing back and forth regarding this account.

 

I have asked Vodafone to allow my Son to pay the month's missing premium and then restart the contract. Vodafone (On 11/2/12) replied offering my Son a reduced payment of £31.47 to enable the contract to restart. This was refused on the grounds that the service was not used.

 

More email tennis!

 

18/4/12 Vodafone requested either £214.63 ETF or £41.67 to reinstate the contract. Both were refused and related back to the original request.

 

On 4/5/12 this email was recieved:

 

 

Good morning Mr B

 

Thank you again for your email regarding your account.

I have taken a look into your account and I can see that on 22nd February 2012 my colleague Dan Harrop responded to an email from your self.

Below is a copy of this email that was sent from D:

Good Morning Mr B

I am aware that this dispute has been running for for over a month and quite a few e-mails now. In the interest of trying to resolve this dispute instead of allowing it to continue any longer I have spoken with my manager.

After a lengthy discussion we have agreed that to bring an end to the dispute we will waive the £41.47 in full. If you accept this offer we will resume your full service immediately and and remove the early termination fee I mentioned in my last e-mail. You would start paying your line rental again from the day your service is resumed.

If you accept this then you can either reply to this email to confirm or call us on 08700725625 (Monday-Sunday 8am-8pm). I have updated your account to reflect what we have offered so that the agent you speak will be able to action it if you choose to call.

If you would like to accept this offer as above please call our collections team on 08700 725 625 alternatively reply to this email.

Your account will again be updated to reflect the offer made so that the agent you next deal with will be able to action this request.

Please accept my apologies that this issue has not been resolved sooner.

I've also attached a short customer feedback questionnaire and would really appreciate your thoughts to help us improve our service and I can assure you, this will be treated in confidence. Just click here to start.

 

Kind regards,

 

 

Vodafone Customer Services

 

The original email was not recieved, however, happy days!!!

 

My Son rang Vodafone to confirm this and restart the contract. He recieved calls (via my phone) on 12/5/12 and, after a lengthy conversation, they were to ring back and restart the service. My Son advised them that the sim card was no longer recognised. On 16/5/12 I recieved a missed call from a freefone number. I tried to ring back but I could not get a connection.

 

Time passed.

 

On 17/5/12 this email was recieved:

 

Hello D,

I'm sorry to know about the inconvenience caused to you. I know this can be upsetting. I understand your concern, however, your account is being handed over to our collections, as they are now dealing with it.

I request you to please call our collections team at 08700 725 625 between 8:00 - 20:00 hours.

We look forward to assist you further.

 

Kind regards,

 

 

 

Vodafone Customer Services

 

I have responded by stating that this is against Consumer Law.

 

Is it? What, if anything, can be done about this? My Son no longer has any wish to use Vodafone (not surprised either!).

 

 

I have asked them to take my Son to court so we can highlight the bullying tactics and the blatant false promises made by Vodafone.

 

He has since recieved more emails asking him to ring the collection department on an 087000 number which I will not do from a mobile.

 

Apologies for the length of this post. (abridged version!)

 

Advice please.

Edited May 24, 2012 by silverfox1961
removed names

[silverfox1961]

Hi

I think that this should be handled by one person. Lee!

 

If you follow the instructions FULLY in the thread below

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-jANUARY-2012**&p=3683706&viewfull=1#post3683706

 

Then post here the automated reply number, Lee will be able to reconcile this thread and the email you sent.

 

Did VF happen to know that you son had disabilities?

[Crazyhorse7]

Many thanks ...have followed the instructions as provided.

 

No. VF didn't know about my Son's disability but I don't really think that matters anyway. Most of the correspondence was carried out by me via email.

[dx100uk]

sorry i have had to remove the emails copies

 

one they shown pers info

 

two

 

i think the email will have a confidentiality clause at the bottom

stating they should not be published without permission.

 

dx

siteteam

[2Grumpy]

In the emails that have been removed, I believe that Vodaphone finally offered to waive their charges if the OP wanted to re-instate the contract but when it transpired that tis was not possible for technical reasons (sim not working) Vodaphone decided to send the account to debt collectors.

 

There might be a disability discrimination aspect here - suppliers of services to the mentally disabled should take greater care in their dealings because their customer might not fully understand all of the terms in the contract or the consequences of their actions (or inactions)

 

I having been there in similar circumstances (with Orange) and I wasn't overly impressed by their handling of the account

[2Grumpy]

My advice is not to keep everything in writing and not to phone them.

 

Keep all of your emails and notes of any phone calls that you did make.

 

I doubt that Vodaphone would take your son to court.

 

I admire your stand not to pay for any months where your son didn't receive any service - why should you? Telecomms companies don't seem to get it - bill for what has been provided or don't bill at all - just because it's in the contract doesn't make it fair or enforceable.

 

My position is that early termination fees are unenforceable.

 

The bank has some responsibility in this too.

[silverfox1961]

Two threads merged and irrelevant posts removed

[Crazyhorse7]

Thanks for sorting the post out Silverfox.

 

Re: grumpy,

 

We've kept everything that has been sent. I am considering a compensation claim aginst VF based on the reasons you have given but for now I'll wait to see if Lee wishes to take this up.

 

I will read all further posts but I won't comment untilI recieve confiemation from Lee.

 

I believe I have to put this code on here [#9113414]

[dx100uk]

i think lee is not around till the early part of next week

 

not sure if kirsty will see this

 

dx

[Crazyhorse7]

Yesterday (24/5/12) my Son received an email from VF stating (in a strange manner) that the matter is closed. There will be no ETF or outstanding debt to pay the account was allocated three payments on 13/5/12 to the value of £75, £75 and £64.63 (why?).

 

This is, of course, excellent news; but I can't help wondering if the "mentally disabled" bit didn't influence their decision.

 

Hmmmmm.

 

Anyway thank you for your help everybody.

[silverfox1961]

Yesterday (24/5/12) my Son received an email from VF stating (in a strange manner) that the matter is closed. There will be no ETF or outstanding debt to pay the account was allocated three payments on 13/5/12 to the value of £75, £75 and £64.63 (why?).

 

This is, of course, excellent news; but I can't help wondering if the "mentally disabled" bit didn't influence their decision.

 

Hmmmmm.

 

Anyway thank you for your help everybody.

 

HMM! It does sound a bit odd doesn't it. Lets see what happens in a few weeks. Keep a keen hold of that email (print a copy) just in case a debt collector tries it on.

 

If it doesn't matter about your sons credit file don't bother but it may be that there is a default on there and if it does matter then you ought to attempting to get it removed.

 

Fingers crossed that this is the end of the matter for you

[Crazyhorse7]

Ahh. Never thought of that. Very sneaky . How do i check for free without financial (card) details being given.

 

Sorry; don't trust anybody.

[silverfox1961]

You can send for a postal copy of the Credit file from Experian, Equifax and CallCredit. This costs £2 for each one.

 

You could try Noddle (which is free) but I'm not sure if they want a credit/debit card for ID purposes

[2Grumpy]

Have you checked to see if vodaphone managed to get these amounts from your son's accounts?

[Lee Vodafone Company Rep]

Thanks for sorting the post out Silverfox.

 

Re: grumpy,

 

We've kept everything that has been sent. I am considering a compensation claim aginst VF based on the reasons you have given but for now I'll wait to see if Lee wishes to take this up.

 

I will read all further posts but I won't comment untilI recieve confiemation from Lee.

 

I believe I have to put this code on here [#9113414]

 

Hi Crazyhorse7,

 

Having checked this email reference I can see that my colleague Heidi replied a few days a ago.

 

Yesterday (24/5/12) my Son received an email from VF stating (in a strange manner) that the matter is closed. There will be no ETF or outstanding debt to pay the account was allocated three payments on 13/5/12 to the value of £75, £75 and £64.63 (why?).

 

This is, of course, excellent news; but I can't help wondering if the "mentally disabled" bit didn't influence their decision.

 

Hmmmmm.

 

Anyway thank you for your help everybody.

 

Whilst it's good to see that a solution appears to have been reached here I feel that some aspects of this matter haven't yet been looked into.

 

To enable us to review your son's credit file could you reply to Heidi's email as soon as possible?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK