mis sold a contract via the va discount

[jamielil40]

absolutely shocked today, by an online agent who decided to mis sell me a contract by going through all the motions , to agree my new contract, then tell me about the va discount which she applied without actually telling me what it is, that she "forgot" and "should have told me earlier"....as a customer for over 10 years to actually rely on my partner and for me to pay for the right to have a small discount on my phone is shocking beyond belief!

and too add after 2-3 half hearted apologies and that the new phone cannot be cancelled until i receive the new phone and ring them back to tell them why i wish to return it again is shocking, (more time wasted)

so after wasting all my morning vodafone cant cancel my order just yet, as the agent told me " you never know when you see a shiny new phone you might change your mind!!" absolute joke!!!

so my question is, why should existing customers rely on friends or partners who work for certain companies to get you a better deal? and why do you pay £10 for this right? as the vodafone "forgot to tell me this" once she had her notch for another person extending there contract...well not happened, when march comes ..."cancelled full stop...

[BandOfBrothers]

Vea is an option that can give a good discount as long as the company is included.

The £10 is classed as the Membership fee. This is payable each time a person re applies for the vea discount. 

A person can instead speak to Retentions Department by calling 191 and choose thinking of leaving to see if a discount can be given. Being at the end date of the contract and not early upgrade date gives a person a better negotiating stance. 

Its incorrect that you have to wait for the phone to be delivered. The frontline agent cannot cancel it but a super user / senior agent can. 

[jamielil40]

you see that breakdown is 1000 times more better than the agent actually told me, she never mentioned anything, only if knew someone who worked at these certain companies, than that was it, no description of what you just said, until i agreed my new contract, it was as if she wanted the agreement sorted then tell me what it actually was, only when i questioned her being honest..

and i then did ring up and spoke to a supervisor , who also apologised after reading the transcript, and agreed it was vodafones fault and should have been made fully aware of what it was, and he also told me he couldnt cancel the order and i have to wait for delivery then call the returns team and then request a returns envelope and take it to the post office!!

[BandOfBrothers]

Hi @jamielil40

I can't fathom why you are being told about not being able to cancel the order pre delivery of the handset unless it was in-stock and put into despatch already. 

There was talk of a golden hour that the order could be quashed if the phone was in-stock. 

If the phones on delay then there's no question that it can be cancelled. 

[jamielil40]

It was literally 5 mins after the agreement I wanted to cancel, also asked for the transcript of the conversation and they keep ignoring me, as apparently now I’ve been charged this £10 membership fee, when it wasn’t even mentioned! At that point!

[BandOfBrothers]

Hello @jamielil40

If as you say you requested to cancel within 5 minutes of raising the order then i can see no reason why the Agent could not cancel it and return the account to pre upgrade status.

An Online Live Chat Transcript is usually available when getting ready to end the Chat session and then its sent via email if requested by you.

The Social Media Team here maybe able to help once they've caught up with your post and or you can use the route to further raise your concerns Here.

I wish you all the best with this situation. 

[AnnS]

Hi @jamielil40

You won't have been charged the Advantage £10.00 membership fee. The agent would only have been suggesting a way for you to get a discount on the contract. 

Vodafone sales agents can't enrol you for the Advantage discount, this has to be done by the person you know who works for a company offering the Advantage discount as a company benefit to employees.  Before you will be in a position to enjoy the discount, the form will need first be completed by the company employee adding your name to the list of friends and family.  To help on this, there is further information below.

Vodafone Advantage Discount

If you are unable to cancel and receive the phone, you don't any any concerns, you have 30 days to make a return and cancel the upgrade.  You account will then revert to pre upgrade status until you make a decisision.

[jamielil40]

THey have taken the £10! Even though I’ve not even filled the form in, even the agent I spoke Finlay’s night was confused why I had, and not Vodafone won’t send the transcript on the original online conversation so I can show them that the agent never really told me ..

[AnnS]

Hi @jamielil40

Unless you work for the company offering the discount, you don't complete the forum, that has to be done by the person who works for the company offering the discount to employees adding your name and number to friends and family. An email is then sent to the employee to their works email address for them to return.  If this has not been done, it won't be the VA membership charge on your bill, it will be something else.

If you have not received your first bill after the change of contract, you need to wait until this has been received, you will then have something to go on when contacting Customer Services.  If you have not received the bill online, this will only be an unbilled charge and you may find everything will be correct on the bill.

You should receive an email from Vodafone confirming everything agreed during the call, if you dispute anything, you will then be able to contact Vodafone for clarification.