16 months ago, I was called up to cancel my contract due to over-billing and bad customer service. I spoke to a salesman who talked me into staying with Vodafone by offering me a brand new iPhone 6S for free and a fixed contract of £41 p/m with all my maximum discounts taken into consideration, particularly as I've been a customer of Vodafone for some 20 years.. I agreed to the new contract and approx 2 weeks later, I received a bill for £139 as a charge for the iPhone, which was verbally agreed to have been supplied for free, as a condition for remaining a Vodafone customer. I must've rung Vodafone between 20-30 times, each time spending over 30 mins on the phone, albeit on hold or repeating myself to each different person I spoke to and getting absolutely nowhere. The last person I spoke to in October 2015, said she would get somebody from the 'Leakage Dept.' to call me. That person said she had put special measures on my account to prevent my phone from being restricted. Some 16 months later, the next call I received from Vodafone was from the Collections Dept., demanding that I pay the outstanding bill. I asked them to supply me with the correct bill, as per the initial agreement, but they have so far been unable to do so. I am more than happy to pay the correct bill, but it appears that the Collections Dept. are unable to talk to the Billing Dept. to obtain the correct details. I have since spoken to a Customer Complaints representative, for her to tell me that my line rental is £49 p/m and not the £41 p/m as was initially agreed. The rep also told me that the bill for the phone is actually £159 because Vodafone's records appear to incorrectly state that I have an iPhone 6s Plus.. But I don't.. Vodafone sent me the standard iPhone 6S.. When I again spoke to a Customer Complaints rep and after going round in the same monotonous circles, I had to terminate the call due to her sheer lack of professionalism, rudeness and arrogance.
Having been a long term Vodafone customer for some 20 years, I am utterly disgusted with the way this has been handled and the lack of correct information seemingly stored at Vodafone. When I enquired about retrieving the recorded call that the verbal agreement for this contract was recorded on, I was told that the calls are only stored for 90 days! If that is the case, then how can Vodafone possibly produce any proof of an agreement, the correct one or even this current incorrect one, should this matter result in court action?!
As I have stated, I am more than happy to pay the correct amount of what I owe, but as Vodafone cannot produce the correct bill as per the initial agreement some 16 months ago, I am reluctant to again be overcharged an incorrect monthly amount for line rental and for an incorrect iPhone 6s Plus.
I have created an online Vodafone account using a Vodafone PAYG because my PAYM phone has now been restricted by yourselves. Due to Vodafone's policy of deleting calls after 90 days, I will only entertain correspondence regarding this matter here in the public forum or privately via email, for the benefit of any legal action I may need to take.
I eagerly await your response..
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