@vodafoneuk Vodafone dragged out dispute **AWAITING UPDATES**

[lovenormoney]

posting here to see if anyone can advise what i should do next.

i had 4 contracts with vodafone (me, wife & 2 kids). sept 2011 my son went over his allowance, £230 over on a £20 contract, i noticed this at begining of oct. called vodafone, flamed off at them for not notifying lead number and such but was told my responsiblitity. i asked what i could have done to prevent and was advised to call them and block that number.

 

3 days later noticed my son had exceeded his allowance for oct. called vodafone asked them to block number and advisor confirmed that it was blocked. 2 days later number still incuring charges. called vodafone registered complaint bout these charges and again asked to block number, advisor confirmed it was blocked. didnt hear from vodafone, dispite their complaints procedure stating 'a manager will call back in 24/48 hrs'. in november i called vodafone to see what was happening and was told a letter had been sent to me, i never got this so asked to resend.

 

got letter cple days later, all it said was like 1st call to them, my responsibilitity blah blah blah. but nothing bout the charges for oct and why it wasnt blocked when i requested twice and was told it was. i wrote letter outlining my complaint. didnt hear from vodafone. called vodafone several times over next cple of months but kept getting no where. took complaint to ombudsman.

 

report back, vodafone dont have to this, dont have to that, no evidense i made those calls requesting block, no shortfall in customer service. didnt accept report stating i would provide call records. requested call records from vodafone, called every wk after 4 wks i got, same day received ombudsman final decision in vodafone favor as i hadnt been able to supply call records. i had been keeping ombudsman informed of problems getting these from vodafone.

 

complained to ombudsman bout this and original report. received letter 0n 29 may 2012 stating they had looked into calls and system notes say i was told that it was not possible to put a block on that number??? jan 2012 voafone cancelled all contracts and sent bill. this was incorrect as 1 contract was 12mths, they billed as 24mths, again called them and have heard nothing.

any suggestions pls

Edited July 3, 2012 by citizenB
spacing for easier reading

[Lee Vodafone Company Rep]

Hi lovenormoney,

 

Whilst I'm unable to assist with an issue which has been investigated by the Ombudsman I can certainly look into the additional concerns you've raised following the cancellation of your account.

 

As such, could you email me with your details via the Contact us form here quoting the code WRT135 - CAG Forum in the subject line?

 

Once sent you'll receive an automated reply with a reference number. To ensure that it reaches me could you update the thread with this and I'll get back to you as soon as possible?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[silverfox1961]

Hi and welcome to CAG

 

I imagine you will be reluctant to let Lee deal with this but he does have a good track record here so I would give him a try.

 

Regarding them saying they have no record of the blocking calls, why not send them a Subject Access Request (costs a tenner) but ask for the entire account(s) history, not the potted version I was fobbed off with initially. When I finally got the full version, it showed things that were nowhere to be seen on the short version

[lovenormoney]

here you go Lee Re: WRT 135 CAG forum [#9222462

[lovenormoney]

Thanks i will put SAR in post next week. do i send to vodafone head office or other address?

[Bang!]

Thanks i will put SAR in post next week. do i send to vodafone head office or other address?

 

Using PAYG or capped services fixes the problem before it starts.

[2Grumpy]

I wonder why telecoms companies are unable to apply a credit limit? Is it because they know that they use CRA files as a means of debt collection so they will most likely get their money.

 

Perhaps extra minutes are so expensive so that they cover the people who can't pay enormous bills.

[silverfox1961]

Thanks i will put SAR in post next week. do i send to vodafone head office or other address?

 

To their head office

 

Vodafone House, The Connection, Newbury, Berkshire RG14 2FN

[Lee Vodafone Company Rep]

Hi lovenormoney,

 

Thanks for your time on the phone earlier today.

 

Although I wasn't able to reach you again this afternoon I'll try again on Wednesday.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[lovenormoney]

just a quick update:

 

Thankyou Lee, who has resolved the length of contract part for me.

SAR has been sent and the waiting begins

[citizenB]

Thanks for updating lovenormoney.

 

I will amend your thread to indicate that this part of your complaint has been resolved

[2Grumpy]

Thanks for updating lovenormoney.

 

I will amend your thread to indicate that this part of your complaint has been resolved

 

I suspect that the contract length query was the least of the OP's issues ...

[citizenB]

I suspect that the contract length query was the least of the OP's issues ...

 

Oh right, so should I reamend the title ?

[2Grumpy]

Oh right, so should I reamend the title ?

 

If you can ... this might turn into one of those long ones

 

Yep, I can do that

[MARTIN3030]

Marked as awaiting updates.

[Lee Vodafone Company Rep]

just a quick update:

 

Thankyou Lee, who has resolved the length of contract part for me.

SAR has been sent and the waiting begins

 

You're welcome lovenormoney.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Wayne0]

complained to ombudsman bout this and original report. received letter 0n 29 may 2012 stating they had looked into calls and system notes say i was told that it was not possible to put a block on that number??? jan 2012 voafone cancelled all contracts and sent bill. this was incorrect as 1 contract was 12mths, they billed as 24mths, again called them and have heard nothing.

any suggestions pls

 

you realise even if you have been to the ombudsman you can still take it to small claims court...

 

the only one "who stands to loose" by using the ombudsman *(i assume CISAS?) is the phone company, as you do not have to accept their decision.

[Wayne0]

also, im not sure if this would help you, but try to be specific with what you want with a subject access report, listing every possible thing...

 

here is mine:

 

Subject Access Report

 

I also repeat my request, under the data protection act for a copy of all information you hold about myself, to be provided to myself. This includes all call recordings, call transcripts, account notes ETC... Please supply the information about me - I am entitled to make such a request under the Data Protection Act 1998 - relating to myself and my account(s). Please would you also tell me the logic involved in any automated decisions you have made about me. If you need any more information from me, so as to allow you to perform this subject access report, please let me know as soon as possible. Also, if you do not normally deal with these requests, please pass this letter to your Data Protection Officer or another appropriate officer within your organisation. I am sure that I do not need to remind you that the act covers both facts and opinions about myself as an individual, as well as information regarding the intentions of your organisation towards myself. The request should therefore cover any internal/external memos, emails, faxes and any other correspondence or readily accessible data held on computer by your organisation which could be classified as 'personal data', in addition to any boxed paper files. * Please note I have been an Orange customer for in excess of ten years... So dig deep.

Also, Whilst we are on the subject access report (also requested on the telephone over a week ago) I am expecting all information held by Everything Everywhere as a company - so therefore T-Mobile, and Orange, ETC... Not simply Orange. (I was also a T-Mobile customer for quite a while.)

Also, I am well aware that mobile phone companies keep a record of their customers' "cell data" - the rough locations from which calls are made and text messages sent, established on the basis of where their masts are situated. I know that they are retained for at least a year and accessible to public officials, in particular the police, according to the Regulation of Investigatory Powers Act 2000. Please ensure all of this data is included in my Subject Access Report. Also with the subject access report, i would also like the following: a copy of the information in permanent form; an explanation of any technical or complicated terms; any information the organisation has about where they got my information from; a description of the information, the purposes for processing the information and who the organisation is sharing the information with; and the logic involved in any automated decisions.

 

also, this may help you (another letter i sent to orange)

You have my formal CISAS request, along with all relevant documentation to verify my identifcation (by means of my account) and you also have my permission to add your SAR fee (£10 maximum as per UK legislation) to my bank account / Orange bill ETC... but I expect a full and complete reply to my SAR request by no later than 24th JULY 2012 to be at my home!

 

I would also like to make clear the following point: For organisations subject to Freedom of Information legislation, it is an offence to make any amendments with the intention of preventing its disclosure.

 

Also bear in mind the following facts regards to a Subject Access Report: The Act allows you to confirm two things before you are obliged to respond to a request. First, you can ask for enough information to judge whether the person making the request is the individual to whom the personal data relates. This is to avoid personal data about one individual being sent to another, accidentally or as a result of deception. The key point is that you must be reasonable about what you ask for. You should not request lots more information if the identity of the person making the request is obvious to you. This is particularly the case, for example, when you have an ongoing relationship with the individual.

 

As I have made clear previously, by you disclosing information about my account to me over email over the course of our conversations... it would be concluded that you are well aware of my identification, as as your response will be the the address you hold on file for my account: xxxxxxxxxxxxxxxxxxxx, xxxxx, xxx,xxx there is no danger of the information being recieved by any third party.

 

I now make it clear yet again, that you should consider my subject access report request filed (as per the data protection act) and fee paid as you hold both my bank debit card information to take a card payment, and bank details to debit my account for the fee...

from my complaint (plenty of "issues" but may help with some?)

http://www.consumeractiongroup.co.uk/forum/showthread.php?354289-Orange-Price-Rise-Failure-to-reply-to-SAR-and-many-other-complaints...

 

as advised by other members of this forum, it is a good idea to send a cheque / postal order with the payment amount.

[lovenormoney]

ombudsman services: communications

warrington

is the ombudsman involved. received a letter from them dated 4th july stating ' i am sorry that you remain dissatisfied but hope that at least you understand why we can do no more'. this was in response to:

 

Phillip Ward

 

Ombudsman Services:Communications

PO Box 730

Warrington

 

WA4 6HL

 

 

 

Ref: xxxxxx

 

4/11/2012

 

Dear Mr. Ward

 

Thank you for your letter dated 29th May 2012.

 

However I do not believe it has satisfiedmy concerns.

 

Therefore I would like to request a fullreview of my case and my complaint about Vodafone and / or the opportunity toresubmit my complaint at a later date once further evidence has been obtained.

 

I believe there is a significant error inthe facts:

 

 

 

The report states there is no record of mecontacting Vodafone, your letter contradicts this. The report states ‘ I have reviewed accountrecords provided by Vodafone which are contemporaneous notes made by itsadvisors during your conversations with it.’ Yet you state you reviewed noteson calls there were no record of.

 

The report states there was no shortfall ofcustomer service, your letter contradicts this. Also in your letter you state ‘I do note that the company did send out a letter on 29th October2011, apologizing for the delay in responding to your complaint and dealingwith the issues that you raised’. I believe this to be incorrect. The letterclearly states how Vodafone internal escalation procedure works, (which was notapplied to my case), and then continues to read like a policy statement. Itdoes not mention my calls, or the company’s ability, to block/ bar numbers. Sotherefore has not dealt with issues I raised.

 

In your letter it states that a bar wasplaced on all numbers due to non payment. But it then states ‘You refer to abar on a particular number, but the company informed you it can not do that. Itreiterates this in its letter dated 29 October.’ As mentioned before the letterdoes not. The company has put a bar on numbers then says it can not do it? As Istated in my original complaint I was advised by a Vodafone advisor to call andrequest a block/ bar on a number, so why would I be advised to do somethingthat they could not do.

 

 

 

I look forward to your response

 

the chq sent with my SAR has been cashed, i also received a bill from vodafone showing £10 payment, but post office track & trace not showing delivery???.

dont know what to do next. what happens/ what should i do if i dont receive SAR info??

[citizenB]

If the cheque has been cashed then they have obviously received your SAR.

 

They have 40 calendar days to comply - if they dont, then you have two options. Either make a complaint to the Information commissioner which = more delay and beaurocracy or issue a claim through the county court for non compliance.

 

HTH.

[citizenB]

How has this been left with the FOS - was the response you received from an adjudicator or was it passed up the chain to the Ombudsman ?

[Wayne0]

it wasnt the FOS? was it, it was the communications ombudsman? (or did i miss something?) They dont appear to care from what the OP says... (not supprising)...

 

have you considered contacting CISAS? they might deal with it more appropriately?

 

you have to take your complaint to them within 9 months though...

[MARTIN3030]

Subject Access Report

 

I also repeat my request, under the data protection act for a copy of all information you hold about myself, to be provided to myself. This includes all call recordings, call transcripts, account notes ETC... Please supply the information about me - I am entitled to make such a request under the Data Protection Act 1998 - relating to myself and my account(s). Please would you also tell me the logic involved in any automated decisions you have made about me. If you need any more information from me, so as to allow you to perform this subject access report, please let me know as soon as possible. Also, if you do not normally deal with these requests, please pass this letter to your Data Protection Officer or another appropriate officer within your organisation. I am sure that I do not need to remind you that the act covers both facts and opinions about myself as an individual, as well as information regarding the intentions of your organisation towards myself. The request should therefore cover any internal/external memos, emails, faxes and any other correspondence or readily accessible data held on computer by your organisation which could be classified as 'personal data', in addition to any boxed paper files. * Please note I have been an Orange customer for in excess of ten years... So dig deep.

Also, Whilst we are on the subject access report (also requested on the telephone over a week ago) I am expecting all information held by Everything Everywhere as a company - so therefore T-Mobile, and Orange, ETC... Not simply Orange. (I was also a T-Mobile customer for quite a while.)

Also, I am well aware that mobile phone companies keep a record of their customers' "cell data" - the rough locations from which calls are made and text messages sent, established on the basis of where their masts are situated. I know that they are retained for at least a year and accessible to public officials, in particular the police, according to the Regulation of Investigatory Powers Act 2000. Please ensure all of this data is included in my Subject Access Report. Also with the subject access report, i would also like the following: a copy of the information in permanent form; an explanation of any technical or complicated terms; any information the organisation has about where they got my information from; a description of the information, the purposes for processing the information and who the organisation is sharing the information with; and the logic involved in any automated decisions.

 

Subject Access requests are dealt with by Data Controllers or Compliance Managers,that is their job.

[Lee Vodafone Company Rep]

it wasnt the FOS? was it, it was the communications ombudsman? (or did i miss something?) They dont appear to care from what the OP says... (not supprising)...

 

have you considered contacting CISAS? they might deal with it more appropriately?

 

you have to take your complaint to them within 9 months though...

 

Hi Wayne0 and all,

 

Just to prevent any confusion from arising here I'd like to clarify that Vodafone UK isn't a member of CISAS and so it wouldn't be possible to refer this matter to them.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[citizenB]

Thanks for that clarification, Lee.

 

I did wonder how CISAS was involved !!

 

Although I have only skimmed the CISAS site, it looks as though it is just another industry watchdog.. looking out for its MEMBERS only.