23-02-2012 10:10 AM - last edited on 23-02-2012 11:02 AM by Matt
My situation is as follows: I attempted to upgrade my phone, was concerned that the billing period had started and I had been billed without receiving a handset. Upon contacting vodafone, I was told it is because there are no handsets available and they don't know when they will be available, so being within my cooling off period I decided to cancel the contract, as it seemed unacceptable to me for vodafone to sell me something that they didn't have. I was sent the below letter attempting to hold me to ransom, telling me that I should use the PAC code immediately but afterward, in a rather confusing manner, suggests that I will be charged over seven hundred pounds if I follow this advice. This contract is void to start with as you haven't delivered the handset, also UK law states that I have a 7 day cooling off period in which I can terminate a contract for any reason. These kinds of business practices you employ are unacceptable and illegal in the UK. I intend to take this matter up with the ombudsman services if it is not resolved to my complete satisfaction, and any loss of earnings and legal fees will be charged to Vodafone. I've been a customer of Vodafone for many years now, making hundreds of pounds worth of calls every month and this is how I'm treated? Utterly disgraceful.
Letter from vodafone 'customer services' follows, attempting to scare me and hold me to ransom:
Thank you for writing back to us.
I have checked the status of your order and can see that the handset is out of stock as off now and we are trying our best to deliver the handsets to our customer as early as possible as per the stock availability.
I would like to inform you that if you wish to cancel the upgrade then you can refuse the delivery of the handset and once we receive handset back to ware house we will reset your commitment period.
We have received your request for the cancellation of the number xxxxxxxxxxx. We also understand that you wish to retain this number with another service provider. Your contract end date for your number is 16/02/2014.
You can surely retain your number with the other service provider. That process is called ‘Porting Out’. To port out, you need a Port Authorization Code (PAC). I have processed your request for a PAC.
The PAC for your number is xxxxxxxxxxxxYou will also receive this code via text in 2 hours.
The PAC is valid only for 30 days from the date of generation; so please ensure that you use the PAC before 22/03/2012. If the PAC expires and the number is not ported out, your account will remain active with us and a different PAC would need to be requested for.
Once your number is ported out, and your number gets active with the other service provider, your account with us will get cancelled automatically. Post the cancellation of your account a final bill will be generated as per the usual billing cycle date. This bill will include £701.19 line rental (pro-rated basis) and usage charges (if applicable) till date of cancellation.
If you wish to avoid paying the ETF please do not use the PAC till 16/02/2014. (Contract end date) and get back to us for the new PAC.
I would also like to inform you that the ETF Early termination fee is £701.19 as of today as you have upgraded the contract. The contract end date for your number xxxxxxxxx is 16/02/2014 and this commitment period can be reset only after the handset is received back to us.
I trust above information helps.
Nitin (surname removed for security)
Vodafone Customer Services
23-02-2012 10:27 AM
I can see why you are upset a bit, though I would await the guys on the forum who can resolve this for you. Its simply that you are caught between 2 different situations which can easily be resolved, there is no need to consider an ombundsman as if you give the guys a chance it can easily be fixed
23-02-2012 10:38 AM
23-02-2012 11:13 AM
Thanks for your post and bringing this to our attention. As bertyb has rightly suggested there is an easy resolution to this issue. The 7 day returns period begins 7 days from the date of receipt of your device, so if you haven't received the order yet and you wish to cancel the order before despatch we can reset your commitment.
For us to investigate this further for you we'll require full access to your order and account. I've sent a private message with details of how to contact our team directly. You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.
23-02-2012 11:20 AM
Sorry, you do not have sufficient privileges for that action.
Please click the Back button on your browser.
I've subsequently been to the preferences page that you linked, however there is no option to "Turn on private messages" on that page or any of the others in that section that I can see.
23-02-2012 11:57 AM - edited 23-02-2012 12:45 PM
Thanks for your reply. I've just checked your private message settings and they are definitely set up in preferences to send and receive.
I've turned it off and back on again just to refresh. Please can you try the link again here? I'd maybe also try a different browser if this doesn't work.
23-02-2012 12:04 PM
I've now tried it in Chrome, Firefox and IE9 with the same result. Visiting this link: http://forum.vodafone.co.uk/t5/notes/privatenotesp
Please click the Back button on your browser.