Auto Download Caused Data to Exceed...Charged £450+

[KaisanKatana]

Hello all!

So here's the story -

I've recently moved homes due to a short term job contract. I couldn't get a broadband service because most of them offer a minimum of 9 months contract and my job contract is less than that. So I decided the only way to stay connected was via a data sim - looked online and saw vodafone offering 30gb for 25 quid. Which was great! No contract either, service was good, first few months I stayed well away from using 30gb. All fine and good

Half way through playing a game (offline) last Thursday on my ps4 I got a notice saying "download complete". Couldn't be the 20gb download for an update because I had paused that one, waiting for when I next got data. So I went to check, and guess what it was? The 20gb file. It had auto resumed the download, and I have no proof of this except my word so I haven't really raised it with Vodafone.

What I have raised however is the fact that I was told to use the "My Vodafone" app to a) Monitor my data and b) Cap my data. But neither of those were available on my app. I had walked into the same store that sold me the bundle and they put a note on my account saying it was an error, and I'm not sure if it was being looked at however in the mean time I've been charged 450+ because of something, in my eyes, I've taken the steps to prevent.

I've called Vodafone and spoken to 4 different departments, and in each case the rep agrees that my case is "understandable", and refers me to another department where I repeat my sob story again.

Now I'm pretty certain I'll be asked to pay up, based on what others on here have complained about. But 450 is money I don't have at this time of year and in my current circumstances.

I'm a bit unsure of what I can do in this instance. I understand the rules. But surely there are mitigating circumstances - I'm unsure if mine counts as that hence why I'm asking here.

Please put yourselves in my position, and any response will be greatly appreciated!

[AnnS]

Hi @KaisanKatana

The 30GB data SIM for £25.00 now on promotion at £20.00 per month is a 12 month SIM only data contract.  The 30GB is valid for 30 days.  You have agreed a 12 month contract.

You need to use Live Chat and explain what happened.  They may offer you a goodwill gesture but they are under no obligation.  You did download the data.

It would have been a lot cheaper to take a 12 month home broadband deal, you are still tied in the same.

[Annie_N]

@KaisanKatana

I'm a little puzzled by your description of "no contract" as I don't think there has been a PAYG deal as good as 30GB for £25 - best deal something like 15GB for £25. Also, I don't think you could get into this particular pickle on PAYG - once the data pack is empty, you'd have to buy another if you hadn't already got a pack queued. But ultimately, once the money that you've already paid runs out, the data stops until you buy more.

I wonder if you may have signed up to a rolling 30-day contract, where there is currently one offered at 30GB for £25. But it is a contract, involving credit checks and a commitment to pay in arrears for what you use.

You mention that you were advised to use the MyVodafone app to monitor and cap your data usage. Where / how was that advice given? Monitoring is certainly possible via the app on a phone, although I'm less sure about capping data usage - but I'm even less sure what would be available using an app in connection with a mobile data device. So it seems a reasonable extenuating circumstance that you were doing your best to keep within the limits, but that the tools at your disposal were not as good as had been indicated to you.

As AnnS mentions, going via Live Chat would be a good option. You could pre-draft the core of your argument, and copy and paste as needed, to make sure that you don't miss any key points, and you would be able to get a transcript at the end.

Good luck with it all!

Edit: Sorry, just discovered that you had posted while I was typing. However, most of what I mentioned probably still applies!

[KaisanKatana]

Hi Ann,

I will be sure to speak to someone from the live chat. Thanks

That's incorrect. My contract shows a 30 day minimum Agreement Term. And here is the link from where I saw the bundle.

http://www.vodafone.co.uk/shop/bundles-and-sims/sim-only-data-bundles/?cid=ppc-mec-auto/sjoqejtxs

Regards

[AnnS]

Hi @KaisanKatana

If you click on buy now, you will see it's a 12 month data SIM, it's just the 30GB which you use over a 30 day period. You will also see that is 30GB (12 months). You are tied in for 12 months.

You can only ask, the bill is quite large and  with Vodafone's duty of care towards customers to minimise debt, as soon as Vodafone pick up on the unusual charge, your access would have been blocked.

I wish you luck.

[Annie_N]

There do seem to be both 12-month and 30-day contracts specified on the page that @KaisanKatana references.

I tried "buying" one of each, and got this in my basket:

I was a bit thrown initially, as I'd gone to http://www.vodafone.co.uk/shop/mobile-broadband/dongles-and-mobile-wi-fi/index.htm where the choice is 24-month or 30-day!

[KaisanKatana]

@ Annie

Thank you for your reply

Yes that's the one - sorry my mistake!

The advice was given to me in store, and also on the Vodafone page right here:

https://www.vodafone.co.uk/explore/costs/data-charges/

I have both the My Vodafone app and the Vodafone Data Controller. The My Vodafone app, as outlined in my first message, gives me no option to access my data or cap the data - a store rep has confirmed this on my account. I have email proof that I requested access to Data Controller, which as of yet I have not been given access to. As you can hopefully understand from the link I've attached, it's quite easy to assume that these options would be accessible to me and that I was in the process of figuring out why I couldn't.

I fully understand what you say however, and your advice is appreciated - I will be sure to get hold of the live chat team when they are next available.

@Ann

Sorry, If you scroll down you should be able to see the bundle I am referring to. Either way, my contract states differently to what you are suggesting. I am on a term for a minimum of 30 days rather than 12 months.

[AnnS]

Hi @KaisanKatana

Thank goodness you are only on a 30 day contract, at least you will be able to terminate with 30 days notice.

You certainly seem to have done everything possible to avoid running up a large bill.

I hope you are able to come to some agreement with Vodafone.  The last thing you need is an unexpected bill for more than £450.00 at this time of year.

[Getafix]

This are tablet Bundles and hence are on 30 day rolling contract.


This with calls are 12 month contracts.