For Lee from Vodafone - moved from other thread

[Tools]

Re: For Lee from Vodafone - moved from other thread

That wouldn't be Romania by any chance would it?

Just to update - I've recently (as in worked one day so far) been working for another mobile network. I won't say who they are but they have chosen to introduce taking ID as well as the other check's (for high value models...) ive mentioned. Interestingly somewhat offensively this network refused to take ID from a certain Eastern European country.

Given that one company have chosen to take this step Lee, can you please explain why Vodafone do not? If you as an organisation have not taken this step, then why not? Surely one network are taking the financial hit to do so, meaning there must be a problem...

(If anyone needs the name of the network if they want to point it out in court, please PM me. I hate the job, but need to be back in work for my own sanity!)

[wales01man]

Re: For Lee from Vodafone - moved from other thread

Nice to see response from Lee if you are Representing a company and say you can sort the problem then it should be easy to answer most of the questions asked.

[MissFM]

Re: For Lee from Vodafone - moved from other thread

Nice to see response from Lee if you are Representing a company and say you can sort the problem then it should be easy to answer most of the questions asked.

Poor old Lee - it is a weekend and midsummer night at that....:caked:

[wales01man]

Re: For Lee from Vodafone - moved from other thread

it can wait till monday

[bigbigproblems]

Re: For Lee from Vodafone - moved from other thread

I would add that not taking certain ID from an EU member country is not unlawful but certainly would not make that network very popular amongst certain eastern european countries.

Currently the job pays me a very pathetic wage (but one I want/need) so I can't comment. However discriminating against a whole country would be my understanding of the law unlawful.

I really have no intention to out this practise even though I don't like it... But let's just say that I feel that if the press found out it would certainly be considered racist/discriminatory.

[bigbigproblems]

Re: For Lee from Vodafone - moved from other thread

That wouldn't be Romania by any chance would it?

Couldn't comment . Let's just say it's an internal document which is not meant to go outside the company...

[Tools]

Re: For Lee from Vodafone - moved from other thread

That is fair enough and I respect your discretion

[Vodafone Company Rep]

Re: For Lee from Vodafone - moved from other thread

Hi Mr $quanda£lot,

Thanks for making me aware of your concerns.

So I can get things looked into, email me with your details via the Contact us form here and quote the code WRT135 - FAO Lee in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Hello Lee,

I have a couple of questions for you they are not specific to anyone in particular so I am sure you will be happy to answer them for me:

1) When you sell an account, do you have terms in your contract that allows you to buy it back? I only ask as without this surely you are completely powerless in cases like this. Most importantly what information do you provide when you sell an account? Is all information routinely passed across?

2) Can you explain to me the difference between "fraud" and "civil fraud"? I'm no expert but it's common for communication companies to say this. As all of your contracts fall under civil law, I can't see the difference. Do Vodafone hide behind this saying, to refuse to deal with fraud?

3) How much does it cost you to go to the Communications Ombudsman?

4) What is your status in Vodafone? Clearly I like to know who I am talking to so are you a manager? To what level are you authorised to act?

P.S. I am happy Vodafone customer, however as a consumer am interested in the answers to those questions.

I look forward to hearing from you.

Sam

Hi Sam,

It's good to see that you're happy to be with us.

In answer to your questions:

1. If there's clear evidence that an error has been made, we are able to bring accounts back.
2. Although I'm not sure what the difference is either, I can assure you that we do take fraud seriously.
3. I'm afraid I'm unable to answer this as the information is commercially sensitive.
4. As part of the Social Media Comms team, my role is to help customers, where possible, who've posted on forums such Legal Beagles, CAG and Money Saving Expert. I’m also fully authorised to take whatever action is appropriate to resolve complaints.

As you'll appreciate, where we need to access a customer's account, it's necessary for us to provide a secure way for them to contact us with their details.

Naturally, there's nothing compelling a customer to contact us; however, those who choose to are free to post updates to keep threads up to date with progress.

Just to update - I've recently (as in worked one day so far) been working for another mobile network. I won't say who they are but they have chosen to introduce taking ID as well as the other check's (for high value models...) ive mentioned. Interestingly somewhat offensively this network refused to take ID from a certain Eastern European country.

Given that one company have chosen to take this step Lee, can you please explain why Vodafone do not? If you as an organisation have not taken this step, then why not? Surely one network are taking the financial hit to do so, meaning there must be a problem...

(If anyone needs the name of the network if they want to point it out in court, please PM me. I hate the job, but need to be back in work for my own sanity!)

We regularly review our credit checking and fraud prevention policies, further information on these can be seen here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

[Amethyst]

Re: For Lee from Vodafone - moved from other thread

Thank you Lee.

[bigbigproblems]

Re: For Lee from Vodafone - moved from other thread

Thanks Lee, your answers are for the most part very helpful. Just to confirm:

1) You say that if there is clear evidence that a error accounts are returned. Can you explain to me what constitutes clear evidence? And also do you follow the OFT guidelines in challenging disputed accounts in the county court before applying default markers or selling accounts?

2) Lee - the difference in massive. One type of fraud the telecoms industry take as fraud, the other they use as a reason to leave a customer with no help or support. I am yet to find out the definition of "civil fraud", which is why I asked. If you are the victim of "civil fraud", comprehending it's meaning is the most important thing. So please explain to me what "civil fraud" is.

3) I accept that you may see this information as commercially sensitive, and I understand that your hands are tied by your employer. However the FSA happily publish there fees. If I were to make a FOI request I can see no reason why the Ombudsman Communication would not give me this information. So again as a gesture of goodwill, as someone who has been a long term customer of Vodafone I would request that you do give me the fee.

I look forward to hearing from you Lee.