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Vodafone Mobile Broadband Additional data charges – DON’T PAY! (if you didn’t get notification)
Twice Vodafone have added additional data charges to my bill. Once for approx. £125, once for approx. £84.
(I have a 10GB Mobile Wi-Fi monthly contract with Vodafone).
Both times I received NO notification from Vodafone.
Both times Vodafone later fully cancelled the additional charges after I complained, and said I would take my complaint further to the Ombudsmen.
IT IS IN VODAFONE’S OWN TERMS AND CONDITIONS THAT THEY MUST NOTIFY YOU “WHEN YOU APPROACH AND REACH THE END OF YOUR DATA ALLOWANCE”. (Full quote and link later in message)
On both occasions I telephoned Vodafone customer services and explained I had received no notification. They refused to refund the charges. They even advised me I should have monitored usage more carefully, or that I missed the notification. NOT TRUE!
You will need to make a complaint – follow the link on Vodafone’s website
(A copy of my email complaint is below – you can fill in your own details and use this pro-forma to save time)
You will then be contacted by a “specialist” to resolve your complaint.
On both occasions they offered me a £20 reduction, then a 50% reduction. Again they advised me I should have monitored usage more carefully, or that I missed the notification. INCORRECT!
It was only when I REFUSED both of these offers, and clearly stated that I would take my complaint to the Ombudsmen that the additional data charges were SCRAPPED ENTIRELY.
Ombudsmen details found at this link: https://www.vodafone.co.uk/vodafone-uk/complaints/
STICK TO YOUR GUNS. It is in Vodafone’s own terms and conditions that they should notify you when you are approaching the end of your data allowance. If they fail to do this then they have not met THEIR OWN terms and conditions and you NEED NOT PAY.
A copy of my complaint:
I am writing to complain re the additional charges of £**:** on my mobile broadband account for billing date **/**/2017.
The following are quotes from the Vodafone website, under “Data usage notifications in the UK and when travelling”:
You’ll receive notifications when you use data (both in the UK and abroad) to let you know when you approach and reach the end of your data allowance. If you’re abroad, the notifications usually arrive just before midnight in the UK.
If you’re using a phone, we’ll send you notifications by text. If you’re using a tablet, Mobile Wi-Fi device or a computer with a data dongle, you’ll get a flash pop-up on the dashboard.
Please note that you can't opt in or out of these notifications, as they are designed to keep you updated on your data usage and spend.
I can confirm that I DID NOT receive any such notification from Vodafone that I was approaching the end of my data allowance, neither by text message nor flash pop-up on the dashboard.
If I had received notification that I was approaching the end of my data allowance I WOULD NOT have continued to use Vodafone mobile data. My usual monthly bill is approximately £16. I cannot afford to run up additional charges on this account.
Given that I received NO NOTIFICATION via “flash pop-up on the dashboard” Vodafone has failed to meet the terms and conditions of our contract. Therefore I ask that the additional charges be removed from the bill of **Billing date**.
If you are unable to resolve my complaint, and cancel 100% of the additional charges, then I can confirm that I will take my complaint further and contact the Ombudsman re this breach of your terms and conditions.
**Your Tel No **