Lied to buy vodafone

[Emicooper91]

I took out my contract with vodafone in Sutton Coldfield in March 2015 with a gentleman who was very helpful in finding me a contract to suit my needs. When giving me the details of what's included he mentioned that i have a choice of spotify or sky sports would be included in the bundle, but to wait a few days before activating one of them. Having a busy lifestyle i completely forgot about this feature until 2 months ago. When casually checking my bill today i saw that i have been charged an additional £19 on my bill. When contacting vodafone through their live chat system i spoke to an agent named Akshay how informed me that the additional charges were for spotify. When telling him that this feature should be included in my bundle he told me that the information was incorrect and that spotify was a feature that i have to pay for. After telling him that the customer assistant in the Sutton Coldfield branch assured me that it was included i received no help. I was then told that i should have to go back into the branch where purchased (which is not possible for me) and speak with them. After informing the agent (Akshay) several times that i am unable to go back into that branch he repeatedly told to either upgrade my price plan for it to include spotify or go into branch. Neither of these are options for me as i don't see why i should have to pay for Vodafones mistake. Wish i'd never moved from EE now

[BandOfBrothers]

Hi

I would suggest phoning 191 and speak to customer service. They will check your account and help if they can. 

[Emicooper91]

I don't bother with 191 as it takes forever for someone to deal with your call, you get passed from pillar to post and all you get are answers from a script. Not helpful at all!

[BandOfBrothers]

If you can't get to a store assistant you've mentioned and you don't want to ring customer service then you could write to them. 

Alternatively the Vodafone Team read all posts so hang in there and I'm sure they'll help if they can. 

[Retired-Cara_B]

Hi @Emicooper91

as @BandOfBrothers suggested, you'll need to get in touch with our team on 191 or alternatively you can speak to our Live Chat team here to discuss this. 

Please keep us updated and let us know how you get on. 

Thanks, Cara

[63johnw]

Hi. On some contracts, Spotify was only included for 6 months then if you didn't cancel you went onto the paid version, I suspect this may be what has happened. Some contracts it is for the full 24 months.