Help with dealing with mobile phone operator - HotUKDeals
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Help with dealing with mobile phone operator

mKc88 Avatar
7y, 5m agoPosted 7 years, 5 months ago
Hey i need some advice and this is the best place to get it!

Basically in April i took out a contract with Vodafone and the cost for the tariff was £27.50 including VAT, i made sure i asked that it was the final price including VAT. The first bill was really high because it included the cost of my old rine rental and the new one. The next bill i kind of ignored because it was direct debit. But now i got my 3rd bill and realised they charge me £30 per month, even though i never agreed at this price. (I know its only £2.50 diff but it equals near £50 over 18 months).

I called them up and after being transferred several times i ended up at the accounts dep. They refused to believe me that my contract cost was £27.50 per month, even though on previous occasions when i phoned up they knew the cost was £27.50! Now they are telling me it is going to be £30. But i know they can't change the fixed cost as it breaches their terms and conditions. I am legally allowed to terminate the contract but they refuse to believe the contract should be £27.50 and making me out to be the liar. I have prvided them with the dates and times of the calls so they can go back to their 'recorded phone calls' but they also refuse to do this, even though that simple check would prove my point.

Basically i want to cancel my contract because they went against their terms and conditions, but they are saying they will charge me £600. How can i sort this!?!
mKc88 Avatar
7y, 5m agoPosted 7 years, 5 months ago
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#1
You must have a document that states what the contract price was as they have to supply you with that. A simple check to see what price was on it should clear up the matter.

If they didnt provide you with any paperwork, then how can they state what price your monthly contract is?

Personally, if this is the case, then I'd cancel direct debit, write them a letter send it recorded and call them and make it clear to them that you will resume payment of the monthly charge when they decide they want to spend time to clear up your customer query.
#2
You need to get to a team leader who can listen to the calls and confirm you're side of the story.
Call them back (I'd do it on a weekday there are more TL in then) and refuse to get off the line until you get to talk to a TL, this screws up their call stats and will focus them more on finding you one.

Have all your info written down in front you and don't get angry with anyone and they should get it sorted for you.

Good Luck.
#3
Thanks for your advice but i didnt get any paperwork, but like i said on previous occasions they told me my tariff was £27.50. It is a discounted tariff, and i did notice when i took out the contract the original price was £30/ month, but now it has gone up to £40/ month. This shouldn't affect me but i think this could be the problem as they are deducting the discounting from the higher price or something like that

I did ask to speak to a team leader but the lady i spoke to didn't know how to do it! but next time i will stay on the line... good idea!
banned#4
mKc88
Thanks for your advice but i didnt get any paperwork, but like i said on previous occasions they told me my tariff was £27.50. It is a discounted tariff, and i did notice when i took out the contract the original price was £30/ month, but now it has gone up to £40/ month. This shouldn't affect me but i think this could be the problem as they are deducting the discounting from the higher price or something like that

I did ask to speak to a team leader but the lady i spoke to didn't know how to do it! but next time i will stay on the line... good idea!


what do you mean you never got any paperwork, what is your price plan called? if it is a cashback deal (discounted) you will need to claim cashback, unless its auto cashback
#5
sassie
what do you mean you never got any paperwork, what is your price plan called? if it is a cashback deal (discounted) you will need to claim cashback, unless its auto cashback


Its not cashback, its a discounted existing customer deal. They told me the original price and give me a discount every month. The plan is 18 minths, free c905, 700 mins, 250 texts, unlimited landlines, unlimited internet - which was agreed to be £27.50 p/month
#6
mKc88
Thanks for your advice but i didnt get any paperwork, but like i said on previous occasions they told me my tariff was £27.50. It is a discounted tariff, and i did notice when i took out the contract the original price was £30/ month, but now it has gone up to £40/ month. This shouldn't affect me but i think this could be the problem as they are deducting the discounting from the higher price or something like that

I did ask to speak to a team leader but the lady i spoke to didn't know how to do it! but next time i will stay on the line... good idea!


An agent didn't know how to got you to a team leader ! I'm at a loss for words, they may have to go through a supervise first but to not know is either terrible training or the 'I can't be bothered' approach.
A TL may not even need to find the calls, they should be able to access the audit trail on your acc and see everything that's been noted even if it's been changed (all the info is stored in the logs, but the front line agent can't access it)...
banned#7
mKc88
Its not cashback, its a discounted existing customer deal. They told me the original price and give me a discount every month. The plan is 18 minths, free c905, 700 mins, 250 texts, unlimited landlines, unlimited internet - which was agreed to be £27.50 p/month


never done a ungrade, but surely they have to send your new contract through the post?
#8
All is sorted now, i managed to get my point across. I rang the 'i'm leaving' dept, and they were much more experienced and understood what the problem was. Apparantly the other call centre is in Egypt! They have deducted my money and refunded me.

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