Ok where do we start?
It all began when the premature text messages were sent out informing users they would now be charged if they went over 500MB, once I saw this I became extremely worried, legitimately I may add for 2 reasons. Firstly I was contacted by Vodafone and offered a contract as I had registered an interest in a phone on their website, once they phoned me I explained my current tariff (including 40% loyalty discount from o2) and asked if they could do anything similar, the sales person offered me a very good package, less minutes than I was getting but I never used them anyway so £25 a month a Free HTC desire with 600 minutes, Unlimited texts and UNLIMITED internet. There was NEVER ANY mention of a FUP, never. Secondly I have always used my phone to browse the net and watch videos, so immediately I realised I would at risk of being affected.
My next port of call was to dial 191 and speak to a rep on the 7th May after being told a few things I asked to speak to a manager and was passed to a LADY called Jess, I asked Jess to put a note on my account to say that any charges would be removed as I had signed up for an unlimited internet deal and was not told of any FUP over the phone and even gave her the exact time and day of the sales call to listen to the conversation. Jess told me not to panic and they would be monitoring my bill but if they were to charge me I would have the choice to cancel my contract as this WOULD be a change of my T&C's. I asked her what my current usage was as my account online was not showing and Im also on the MMS text service which doesn't show data. Jess told me they couldnt see it yet and to phone back on my billing date 2 weeks later.
2 weeks later I rang 191 again and spoke to a lady named Katie, I asked Katie what my usage for last month was and she told me it was 770MB and I had exceeded my data limit. Katie then told me that this would serve as a verbal warning and if I go over again I will be charged £5. Shocked I explained again about me not being told of any FUP and I asked her to check the noted as to what Jess had told me on our last conversation. Thankfully Jess had put in there what she said so Katie went and got another Manager, this time Ben, Ben reiterated what Katie told me about the charge and said as Jess told me I would be able to terminate my deal with no penalty he would honour this but I would have to put it in writing. He gave me his personal identification number CF1582 and call reference 442073755 as well as the previous call reference 437308299. He told me to email my request and await my PAC and apologised to me and wrote all of this in my notes and it's still there.
So I immediately wrote the email and re joined my previous provider o2, ruing the day I left them and my loyalty discount behind.
I waited a few days and then received an email in response which I assumed would my PAC codes. However all I received was an apology for the misinformation I was given and told if I was informed correctly I would not have panicked and would have realised I wouldnt be charged yet. All fair and good but its too late now as Ive already gone back to o2 I told them and will still require my PAC.
Various phone calls and web chats were getting me nowhere even though 2 managers stipulated in my notes I would be able to terminate with charge or conditions. So now Im left with 2 Vodafone and 2 o2 contracts and mounting bills for both. I was finally passed to customer relations where I was spoken by a senior manager called Sheelagh, the first time I spoke to her she spoke down to me and basically accused me of manipulating data to terminate my deal and refused flat out to honour what I was told prior. For the first time I became angry as her tone was very demeaning and even though it was clear as day I was only acting upon what Vodafone told she would not be budging until she conducted a full investigation and would call me back in 1 week. I agreed as she said she would listen to phone calls which I felt would fully vindicate me.
So to my surprise I received a call on Saturday the 22nd at 16.25 from Vodafone. I spoke to an advisor called Nitin who told me he was requesting my PAC's and they would arrive within 48 hours, result or so I thought.
I waited till Wednesday evening because I allowed for the weekend and still had received no text, email or letter with my PAC's so again I called Customer care. I was spoken to by someone called Hamraz who told me Sheelagh was dealing with it and he or she would call me tomorrow. No one called and this was 1 week after Sheelagh told me she would call me. So I rang again and after being told various untruths again. They issued me with a letter of deadlock and that is where I stand today.
Ive contacted Otelo and began the complaints procedure but still have to pay 4 times line rental and feel very aggrieved. I would still like this sorted without going all the way so hope the E-Team have some power in this.
As for the rest of you, do you think I have a right to be aggrieved or am I fighting a losing battle?