Complaint!!!!!!!!!

[Maria1968]

I have phoned your customer care number numerous times now! I want to cancel/cease my contract with Vodafone. There was some kind of acknowledgement and £20 refund offered by Vodafone as well as the contract being cancelled with immediate effect. I was told I would be sent an email with a settlement figure but surprise, surprise. I HAVE NOT!!!! Every time I call your phone number it costs me money!!!! Sort it out please!

[BandOfBrothers]

Hi @Maria1968

When a person decides to end their Vodafone contract as part of the T&C they have to give 30 days notice. 

Or if wanting to retain their mobile number by asking for a PAC Code off Vodafone,and using it within 30 days by giving it to their new network.

Using the PAC Code route immediately cancels the contract when the Code is given to and used by the new network. 

Vodafone will send the final bill by post and take any payment due and or issue any refund due via Direct Debit which is why it's important not to cancel the Direct Debit. 

Vodafone would then send out a £0 bill and Sorry Your Leaving Letter which confirms cancellation. 

Link > When-will-I-receive-my-final-bill.

"Your final bill will arrive 2-4 weeks after you cancel your contract."

Link > Leaving-Vodafone/What-happens-when-I-leave/38905526/I-m-leaving-Vodafone-what-will-happen-with-my-bi...

[hrym]

There's something odd here as this isn't quite the normal practice.   You would, as Lee says, need to give 30 days' notice and the last payment would be for the line rental pro rata plus any non-inclusive usage.   Your final bill would indeed be sent by post and would show a zero balance, at which point it's safe to cancel your direct debit.

If you're cancelling before your contract term has ended, there's an Early Termination Fee, but that should be quoted on the spot by the agent, as far as I'm aware.   That's the remaining line rental with a small discount (2.5% I think) and no VAT - is that where you've got the idea of a discount from?   It exists, but not quite in the form you've described.

You can contact Vodafone free via LiveChat.

[Maria1968]

What do you mean odd? The contract was not cancelled when I came to the end of my contract as I requested!!!!!! As a good will gesture I was told I would receive £20 towards my final bill!! Secondly very poor customer service and excessive charges on phone line!! I have not used my Vodafone contract for over a year because of the poor service I received so I wouldn't be judging as this being ODD as I have kept screen shots of all my conversations with this shoddy company!!

[Maria1968]

Hi Lee,

I have contacted your ombudsman today and asked for their input.

This matter needs to resolved as I have been through all these motions and I am afraid as a company you continually seem to let your customers down.

My ended in November and I asked for the contract to end in at the end of the contract cycle, giving my appropriate notice. Yet Vodafone took my payment in December and when I cancelled my direct debit I have received a request for two months payment in February!!

After spending 45 minutes on your phone line at 7p per minute lady time, I quite frankly fed up of giving your company more and more money.

Your assistant said that he credit my account with £20 and cancel my contract plus send me a settlement bill on 25.01.17. Nothing has been sent to me as yet!

[forumfairy]

If Vodafone have stated that they would cancel with immediate effect this can be because a previous cancellation request has not been actioned or has failed.  Maria1968 stated that she did call to cancel so that her contract ended at the commitment end date so it is likely that she has given 30 days notice in advance of that time.  If the account had been due to cancel at the end of November it would have been correct for her to receive a bill in December however if they have also offered her £20 towards the final bill and immediate cancellation then they do seem to be offering a resolution in lieu of incorrect service during the cancellation.  It seems that this has not worked as a "standard" cancellation should have.

[BandOfBrothers]

Hi @Maria1968

Up to now fellow members ie Customers have replied to you including me. 

Vodafone Teams read all posts here. 

Please give them a little time to catch up with your thread. 

[Becca_P]

@Maria1968

Sorry to hear about your cancellation experience. I've sent you a private message with instructions of how to get in contact. 

Once you've followed the instructions in the private message, you'll receive an automated response containing a reference number (#123456). A member of the team will then look into this for you.