Pay monthly services

[strathcarron]

I spend half my time in Turkey, and changed to a Passport contract when I upgraded to an iPhone on the basis of being told by the Vodafone Store that Turkey is part of the Passport scheme.

Now from my bill I discover Turkey is not a Passport country - and meanwhile I have been using my phone as if it is.

Two questions for Vodafone: How can I be compensated for the increased contract cost and call costs sold under false pretences? Why is Turkey not a Passport country?

[AnnS]

If you had checked the list of Passport countries yourself on the website, you would have seen that Turkey is not on the list.

http://www.abroad.vodafone.co.uk/index.cfm?do=cost.passport

Turkey is not part of Europe and there is my reason for it to be included as part of passport. You would have also received a text from Vodafone when you were in Turkey informing you of the charges.

[Trev]

Hi strathcarron

Firstly welcome to the Vodafone eForum.

I'm sorry if you believe you have been misinformed on the coverage of the Vodafone Passport(VP) service.

Not all countries are covered by VP, and Ann_S, has kindly linked the VP help pages, but Turkey has never been covered by the service.

Certain criteria has to be met, and agreements made between ourselves and the foreign networks before we can offer VP, this can mean that not all countries can be covered, such as Turkey.

There's no charge for VP, a tariff with or without VP costs the same. It's just an option, offered free of charge, on most tariffs.

If you have an issue with the way a contract was sold to you in a Vodafone store, you firstly need to raise this issue in store, as the first part of any escalation process.

Let me know if you've any further questions.

Regards

Trev
eForum team

[strathcarron]

I'm sorry I cannot accept that I should have checked on the Vodafone website if the Vodafone Store salesman - actually he was the floor manager - was mis-selling me a contract. This was a Vodafone Store, not a third party seller. What am I supposed to do - say "OK, this Passport Scheme sounds ideal but first just let me pop back home to see if you are telling the truth?"
When I'm back in UK mid-December I will go to the Store and escalate from there

[strathcarron]

If you had checked the list of Passport countries yourself on the website, you would have seen that Turkey is not on the list.

http://www.abroad.vo...o=cost.passport

Turkey is not part of Europe and there is my reason for it to be included as part of passport. You would have also received a text from Vodafone when you were in Turkey informing you of the charges.

I'm so pleased to see that Australia and New Zealand are now part of Europe, they must have been feeling really left out all these years. I'll tell my friends in Istanbul that contrary to what everyone has always assumed the eastern border of Europe is now that of Greece and not the Bosphorus. And next time I'm in a Vodafone store and the manager tells me something I'll ask him to wait till I can get home and verify it on the Internet.

[camperdown9]

Hi

I don't understand how Vodafone set what countries are included in Vodafone passport. Australia and New Zealand have been included in the passport program for a number of years, Japan also used to be included. I believe that if you are a Vodafone Spain customer with passport then the list of included countries is different than the UK program and you get lots of South America included.

You would think that all Vodafone and Vodacom networks would be included in passport but that is not the case.

Going into the store when you get back I don't think will help you very much other than a chance to let of steam. I would recommend that you send a letter to Vodafone's customer relations department giving the name of the staff member that told you Turkey was included in passport also the address of the store and the date.

Alex

[cbuk]

Hi,

I know this is an old post/thread now, but just wanted to say that I had the same issue.

I went to a Vodafone shop as I was travelling to India for work and stated that I did not want to pay huge fees from my mobile when calling home.  The manager suggested the Vodafone Passport option - and no, I did not rush home to check online if it was covered, made the wrong assumption that the manager might know what he was talking about!!

Anyway, after getting a huge bill I had many many conversations with Vodafone who sorted it out after agreeing I was mis-sold- albeit after they had taken the money out of my account without permission (subsequently refunded)!

So the question remains - why does this happen?  Surely managers should know their own products/services?

Hopefully you have this resolved now.

CB

[Wayne]

Hi cbuk and welcome to the eForum

Thanks for your post here. I'm sorry to hear of the problems you have had with this. I appreciate how frustrating this must have been for you.

I'm not sure why this would have happened I can only sumise that this was a mistake on the managers part. Did you feed this back when coming to a resolutation with our customer services teams? If you did this would have now neen fedback to the relevant channels so I'm sure this won't happen again

Please let me know if you have any more questions and we'll be happy to help you further

Thanks

Wayne

eForum Team

[E172Essex]

I have also been robbed blind by Passport and no service in Turkey.

Despite ringing to check that I still had passport, and mentioning that I was going to turkey, I was not told passport rates dont count in turkey.

Hence last day of my trip I get a text to say I owe £154, I also still have a bill to come for the last 4 days, so expecting a bill for £200 for a nine day trip.

My daughter convinced me Apps on the Iphone do not feed direct to the Internet so we played some apps games and looked up a couple of things on the net, no more than an hour at most.

Two calls home, about 6 local calls in turkey and 30 odd texts - well worth £200.

I will make sure all my friends know of this rip off and hopefully get the press involved.

I cant wait for my contract to run out so I can leave Vodaphone and never, ever ,return. Cheap holiday ruined. 

[Lee]

Hi there E172Essex,

Many thanks for letting us know your thoughts on this.

I'm sorry, but Vodafone Turkey isn't included in Vodafone Passport. All inclusive countries are available online to view at your convenience at the link I've included.

I'm afraid to say there's little we can do at this point for you.

Cheers,

Lee

eForum Team