Contract changed without account holder knowledge

[Cameron1]

Hi All

Coming to the end of an 18 month contract, looking for new deals, ring Vodafone to see when contract expires, it has already gone, so after some research call them up a few weeks later and am told my account has been upgraded to end in 2 years time. Have had no contact with Vodafone or any other company to notify me of new contract, speaking to customer services agents who dnt know what to do apart from pass you around the room. Ask me if I'm sure I didn't renew it?? As if it could have been blotted out of my memory somehow?? 

How has somebody been able to upgrade my account without my knowledge or permission, also questioned on whether I've received a new phone or not and have made insurance claim?? No to neither........person on the other end of the line doesn't know what to do, except say "let me call my manager", "my manager can't do anything about it",  "have to speak to returns" .....returns!!! what do I return? the phone that I don't have or the contract I haven't agreed to?? Get passed on to 6 different people, explain my problem "sorry sir il have to put you on hold" next thing I know I'm speaking to a different person and explaining the same story 10 times.

Since Vodafone can't find out or provide proof of me agreeing to a new contract " mainly because I categorically have not done so" I reported it as fraud. Will cancel direct debit, maybe when the payments stop they'll have a reason to listen.

what do you guys think about distance selling regulations, have picked it up within 14 days, and now an investigation needs to be made!!! Instead of telling me "sorry sir, it says it ends in 2 years time" 

The kicker.......receive a message after phone call..........

"Thank you for your calling us today and we hope you are happy with your account and continue promoting us to your friends and family.enjoy the rest of your day and have a wonderful weekend. Vodafone. We care."

seriously!!?? Promoting??? Ok .....let me promote your values to everyone, so they know how the outfit operates. 

Beware the "communications" company that doesn't have any ability to communicate.

[BandOfBrothers]

Hi @Cameron1

Have Vodafone said a phone has been supplied connected to the upgrade ?

Either way I'd be wanting Vodafone Fraud Department involved. 

Do not cancel your Direct Debit please. 

Doing that and failing to pay puts you in the wrong and can lead to

• Restriction on services.
• Late Payment fees. 
• Re Connection fees. 
• 6 year defaults on your credit file. 
• Late Payment markers. 

[BandOfBrothers]

Just to add. 

I would write to ;

Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

And use > Vodafone Code of Practice.

[Cameron1]

Hi Lee

one customer service agent asked about what phone I had as part of the upgrade, and another asked about my "insurance claim", I haven't made one.

Can the contract be cancelled since we've picked up on it  well within the time frame and if so why can't that be done straight away whilst an investigation is underway. In 5 days time I will have gone past the 14 days. I'm sure Vodafone will use that as an excuse to say it won't be cancelled as the notice period is up.

[BandOfBrothers]

Hi @Cameron1

The Cooling Off period for Pay Monthly upgrades and Pay Monthly new contracts is 30 days. 

Info here > T&C's.

However it does seem like there is a bit of confusion from Vodafone's end with those two different queries to you !

I personally wouldn't think the cooling off period should apply to you as this hasn't been instigated by you. However it would be wise to ensure they make notes on your account. 

If you use Live Chat request the transcript before ending the chat session and screenshot the page just incase the email fails to arrive to you. 

Please be aware I'm a fellow customer as indicated in my signature below. 

Being caught up in this must be upsetting and frustrating to say the least. 

Please do persevere with customer service. 

[Retired-Sarah_L]

Hi @Cameron1,

I can understand that this must be frustrating for you, I apologise for any inconvenience caused by this experience.

Has this been raised with our Fraud Team? If so, they'll be look into this for you, the investigation can take up to 14 days. If you don't hear from them within this time, please let us know and we can get this raised for you.

Hi @josephjoy,

I've sent you a private message with details on how we can get this investigated for you.

Thanks,

Sarah

[Cameron1]

Hi Sarah

This has been raised with the fraud team, but we have not heard anything yet, ours is the same as @josephjoy, contract changed without our knowledge, and of the numerous advisors nobody has been able to tell us our contract end date or why we've recieved no notifications. Its absolutely shocking that someone can do this, we've not agreed to a contract and shouldn't just be added onto one by default. We shouldn't even be paying the bills considering your "contract" is something we have not agreed to. It's definitely fraud, if we get our pac codes there is no guarantee they won't try and charge us for 2 years of a contract we have not agreed to, whch is ludicrous. Frustration is definitely the correct word, but how a company as large as Vodafone can allow changes like this without any authorisation is beyond me.

[Retired-LouiseE]

Hi @Cameron1

I completely understand your distress at this. 

Please allow 14 days for our team to investigate. If you have not been contacted in this time, please post again on the eForum and we will help you further. 

Louise

[Cameron1]

Hi Louise

It's now been 14 days since we've notified vodafone of the fraud and we have not recieved any further communications. I don't see how it would take 14 days to work out the fraud since it's so clear. Would you please provide us with further information to get this problem resolved.

[Retired-LouiseE]

Hi @Cameron1

I am sorry to hear that you haven't been contacted. 

I am going to send you a Private Message with further help. 

Louise