nickP
07-01-2008, 03:36 PM
Hi All, I am having issues with VF. After being a customer for years i am being passed from pillow to post trying to resolve an issue.
Below is a copy and paste of what has been happening, let me know you're thoughts.
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ACTIONS TAKEN BY CUSTOMER to resolve this issue.
26 Oct
Checked account online, bill for 2 mobiles £497.15, My Investigation into this revealed that Vodafone passport was not implemented on my number meaning a call that should cost £0.75 for connection then use my 750 bundled was in fact costing as much as £15.00 so I called 191 and informed them, they told me Passport had never been on there as such bill stands, I told them it was on original contract and the lady then told me she would put it on there and get bill re-calculated.
On this date I also cancelled the web browsing bundle on 2nd line and insurance on both phones, Was told web browsing was cancelled there and then but insurance takes 1 month to implement.
27 Oct
Called to see if bill had been re-calculated and was told VF passport was only implemented on 26th and bill would not be re-calculated.
Again said it was implemented on original contract and he said he would get it checked and let me know.
31 Oct
Cancelled direct debit and got call from VF asking why, explained the above and was told it was on the system so no problems.
7 Nov
Received text message on 2nd line telling bill was not paid and needed to be paid, called 191 again and was told this was is generated as standard and not to worry about it as there were many problems with VF Passport and bill would be re-calculated. Contacted Ofcom to register this complaint. Have reference number available
12 Nov
Called 191 for update, was told my bill was sent for re-calculation but due to number of issues with Passport it would not be done until Wednesday, I also asked to check if insurance and web browsing was cancelled and was told no, I asked why and he said there was nothing on the system, Cancelled a 2nd time…….
13 Nov.
Attempted to access online account to see if bill had been updated but no such joy, seems account had been de-activated and that both of my phones had been changed to incoming calls only, I and my wife have been cut off……Tried to call 191 but not permitted as outgoing calls are barred and cannot call off work phone as against company policy…..Waiting for VF to get in contact with us…….
14 Nov
Posted letter (Registered, next day delivery) to VF explaining the situation and demanding my service be resumed.
15 Nov
Received letter stating bill unpaid quoting again the incorrect amount, telling me that they would permanently disconnect me and charge me charge of £856.80 as well as outstanding balance of £497.15 (Bill without Passport being invoked, hence the bill is still wrong,) Immediately called and was told that the lady that I informed of the billing issue (26/11/07) did not correctly process it and that is why the phones were disconnected and why bill is still incorrect, asked for phones to be reconnected as this was done due to Vodafone internal failures and was told can’t be done until the bill is paid, Stated I would pay correct amount now if it had been recalculated but told it was still not done. Informed them if service not resumed within 7 days of receiving my letter of complaint I would terminate the contract under the terms of the contract…..They received that letter 15/11/07.
26 Nov
Contacted 08700765123 to cancel contract, told me cannot be done over phone and to write to PO BOX 574 Banbury, Oxon, OX17 3ZJ. At this instance the Diane recognised there was an outstanding issue with the billing that was still not resolved, and they may be able to reconnect me now and chase up the bill. Declined this offer as it is now 4 weeks since I originally requested this and nothing has been done apart from barring my 2 phones from making outgoing calls and receiving a letter threatening disconnection.
Also received 2nd letter threatening me with debt collection agency if I do not call Vodafone to discuss £497.15 before 7th December.
03 Dec
Called VF credit control centre and spoke to lady who I asked for the address of where to send the contract termination letter as the last one was delivered but onsite they refused to sign for it, as such it was returned to sender. I was told she would instigate the termination and consult the customer services manager and contracts manager who would then in turn call me on my work mobile.
Awaiting call meanwhile next day delivery letter will be sent tomorrow (4/12/07) again to above PO BOX address to confirm I wish to terminate the contract.
05 Dec
VF received letter stating they had not resolved the issue within 7 days of receiving my registered letter, therefore under the airtime agreement i am terminating my contract, but still expect a final bill as i am aware it is still outstanding and will pay when i get the CORRECT bill.
20 Dec
Spoke to someone in Cardiff call centre, tells me account will be terminated as at 6 Jan 08 with no termination charge and that I will get call before xmas to advise of final bill and will be sent a letter as such.
7 Jan
Called again, as no bill or termination letter. Bill is now at £745.82 and mounting…..Asked about termination and billing issue.
Referred to customer relations. xx in customer relations informs me that registered letter I sent was passed to his department but nothing has been done. He apologised. He also informed me this account will not be terminated and that I am liable for continued line rental and still liable for £497.15 as I never responded to a text message about VF passport, to which I informed him I had not received. He said as far as he and everybody within VF was concerned that all customers received the text. Strange how others VF employee’s have stated there are major issues with passport and that my account would be re-calculated, Only for xx to tell me it was my fault for not responding to a text message that I never received. Have asked him to provide details of when text was sent to which he informed me he would.
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Let me know you're thoughts please.
Below is a copy and paste of what has been happening, let me know you're thoughts.
================================================== ========
ACTIONS TAKEN BY CUSTOMER to resolve this issue.
26 Oct
Checked account online, bill for 2 mobiles £497.15, My Investigation into this revealed that Vodafone passport was not implemented on my number meaning a call that should cost £0.75 for connection then use my 750 bundled was in fact costing as much as £15.00 so I called 191 and informed them, they told me Passport had never been on there as such bill stands, I told them it was on original contract and the lady then told me she would put it on there and get bill re-calculated.
On this date I also cancelled the web browsing bundle on 2nd line and insurance on both phones, Was told web browsing was cancelled there and then but insurance takes 1 month to implement.
27 Oct
Called to see if bill had been re-calculated and was told VF passport was only implemented on 26th and bill would not be re-calculated.
Again said it was implemented on original contract and he said he would get it checked and let me know.
31 Oct
Cancelled direct debit and got call from VF asking why, explained the above and was told it was on the system so no problems.
7 Nov
Received text message on 2nd line telling bill was not paid and needed to be paid, called 191 again and was told this was is generated as standard and not to worry about it as there were many problems with VF Passport and bill would be re-calculated. Contacted Ofcom to register this complaint. Have reference number available
12 Nov
Called 191 for update, was told my bill was sent for re-calculation but due to number of issues with Passport it would not be done until Wednesday, I also asked to check if insurance and web browsing was cancelled and was told no, I asked why and he said there was nothing on the system, Cancelled a 2nd time…….
13 Nov.
Attempted to access online account to see if bill had been updated but no such joy, seems account had been de-activated and that both of my phones had been changed to incoming calls only, I and my wife have been cut off……Tried to call 191 but not permitted as outgoing calls are barred and cannot call off work phone as against company policy…..Waiting for VF to get in contact with us…….
14 Nov
Posted letter (Registered, next day delivery) to VF explaining the situation and demanding my service be resumed.
15 Nov
Received letter stating bill unpaid quoting again the incorrect amount, telling me that they would permanently disconnect me and charge me charge of £856.80 as well as outstanding balance of £497.15 (Bill without Passport being invoked, hence the bill is still wrong,) Immediately called and was told that the lady that I informed of the billing issue (26/11/07) did not correctly process it and that is why the phones were disconnected and why bill is still incorrect, asked for phones to be reconnected as this was done due to Vodafone internal failures and was told can’t be done until the bill is paid, Stated I would pay correct amount now if it had been recalculated but told it was still not done. Informed them if service not resumed within 7 days of receiving my letter of complaint I would terminate the contract under the terms of the contract…..They received that letter 15/11/07.
26 Nov
Contacted 08700765123 to cancel contract, told me cannot be done over phone and to write to PO BOX 574 Banbury, Oxon, OX17 3ZJ. At this instance the Diane recognised there was an outstanding issue with the billing that was still not resolved, and they may be able to reconnect me now and chase up the bill. Declined this offer as it is now 4 weeks since I originally requested this and nothing has been done apart from barring my 2 phones from making outgoing calls and receiving a letter threatening disconnection.
Also received 2nd letter threatening me with debt collection agency if I do not call Vodafone to discuss £497.15 before 7th December.
03 Dec
Called VF credit control centre and spoke to lady who I asked for the address of where to send the contract termination letter as the last one was delivered but onsite they refused to sign for it, as such it was returned to sender. I was told she would instigate the termination and consult the customer services manager and contracts manager who would then in turn call me on my work mobile.
Awaiting call meanwhile next day delivery letter will be sent tomorrow (4/12/07) again to above PO BOX address to confirm I wish to terminate the contract.
05 Dec
VF received letter stating they had not resolved the issue within 7 days of receiving my registered letter, therefore under the airtime agreement i am terminating my contract, but still expect a final bill as i am aware it is still outstanding and will pay when i get the CORRECT bill.
20 Dec
Spoke to someone in Cardiff call centre, tells me account will be terminated as at 6 Jan 08 with no termination charge and that I will get call before xmas to advise of final bill and will be sent a letter as such.
7 Jan
Called again, as no bill or termination letter. Bill is now at £745.82 and mounting…..Asked about termination and billing issue.
Referred to customer relations. xx in customer relations informs me that registered letter I sent was passed to his department but nothing has been done. He apologised. He also informed me this account will not be terminated and that I am liable for continued line rental and still liable for £497.15 as I never responded to a text message about VF passport, to which I informed him I had not received. He said as far as he and everybody within VF was concerned that all customers received the text. Strange how others VF employee’s have stated there are major issues with passport and that my account would be re-calculated, Only for xx to tell me it was my fault for not responding to a text message that I never received. Have asked him to provide details of when text was sent to which he informed me he would.
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Let me know you're thoughts please.