Mis sold plan

[Mct_lcfc]

I called vodafone to cancel my contract then was offered a new deal which included 30% loyalty discount along with 30% employee discount bringing my monthly costs down significantly. I agreed to this deal that I was offered then the following day I received an email rejecting my 30% employee due to the loyalty discount already being in use.

I have since been offered £120 credit on my account by the returns team which works out to £5 off per month still leaving a huge difference from what was agreed in the initial contract. 

Do I have any rights to demand the offer I was given???

Vodafone web chat advised it would be possible to increase 1 discount to cover their mistake.

[BandOfBrothers]

Hi @Mct_lcfc

I was under the understanding that only 1 type of discount can be applied to a Contract at any one time. 

If this is still the case then the agent made a human error which can happen.

They "offered" the discount which looks to have not been applied so it remains at the offer stage which can be revoked. 

If this was my situation I'd accept the Goodwill Gesture. 

[Mct_lcfc]

Hi BandOfBrothers

If I had made a mistake and misheard or misinterpreted what was being offered then I would accept I am at fault. I have requested for the call to be listened to in order to clearly establish exactly what was agreed. I just thought these sales calls were legally binding and had to be honoured. With regards to the £120 credit this doesn't come close to the discount that was offered.

[Tash]

Hi @Mct_lcfc, as advised by @BandOfBrothers and @AnnS, our Vodafone Advantage Scheme applies to bundles that aren't already discounted.

However, so we can take a closer look into this for you, I've sent you a private message with details to contact our team directly.

Once we receive your details, we'll be in touch.

[wwhyte92]

Hi @Mct_lcfc,

I had exactly the same issue a few weeks ago. When I requested the advantage scheme I specifically went onto LiveChat to ask if the discount could be applied along with another pre-existing discount and was told yes. Because I had saved the LiveChat conversation transcript I just kept referring customer services to that and although I was met with a lot of resistance, eventually they agreed that they had to add the discount to my account.

I would strongly advise to persist with customer services. If you were offered the two discounts at point of sale you have every right to cancel the plan early due to breach of terms. However if you don't have evidence of the offer yourself (be it call recording or LiveChat transcript), it would be worth trying to get hold of that to nail down exactly what you were offered and by whom.

[Mct_lcfc]

Thanks Wwhyte92, nice to hear that you stood your ground and got what was originally offered.

I had a goodwill gesture of £75 offered from the customer relations dept which I was certainly not going to accept. Now waiting for the deadlock letter to arrive and go down the ombudsmen route. I have been told Vodafone have the recording of the sales call and along with the web chat transcripts telling me they can and will give me what was originally offered I hoping the ombudsmen will see the repeated failings from Vodafone.

[Makelo]

It's not usual but it is possible. I've had two discounts applied since I renewed in September last year.  Like both of you, I was initially met with resistance when I pointed out I was not getting what I bargained for and told 'that offer is not possible'.

After informing them I had the phone call recording where the sales assistant made the offer and me accepting that offer, then a contract had been formed under the sale of goods act and they had to honour it. 

They finally relented and honoured the deal.

The fact they are offering good will gestures says a lot to me. Be polite but firm and keep asking for what you bargained for.

[Mct_lcfc]

Ombudsman decision...finally i have received a report outcome from the ombudsman in my favour and as a result Vodafone have been told they will have to honour the agreed deal which was £21pm. This will be done by applying a credit on the account as a maximum of 40% discount can only be made. Also due to the misleading info from the Web chat dept they will also give me £50 as a goodwill gesture. Great outcome which I couldn't have got without the help of the ombudsman services

[wwhyte92]

@Mct_lcfc

No problem. It may be worth noting that you can request a copy of the call and all records Vodafone has on you, just so you can stock up on information. It has an admin fee of £10 (which personally I disagree with if you are fighting a dispute, but that's another matter) and it is an industry standard that they have to comply with if you put in the request. My only thoughts there are that Vodafone say they keep calls recorded for 60 days before deletion, so to ensure yours isn't 'accidentally' deleted before the dispute is resolved/you go to the Ombudsman. Just search for "request personal details vodafone" in Google and it's the first result.

Just FYI, the way I got this resolved in the end was by increasing my original discount to cover both discount amounts.

[AnnS]

Hi @Mct_lcfc

The Terms of the Advantage discount is it can only be applied to un discounted tariffs.  Vodafone are not going to give you two sets of discounts bringing the discount down to 50%, they would virtually be paying you to be their customer.

The 30% is better than the VA discount and you will still be saving a lot of money and Vodafone have already been very generous giving you £120.00.