*WON* £5800 mobile phone charges following theft in BCN ** WIPED !!! **

[Hurricane Puffrose]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Hiya,

I also work in the mobile phone industry and would like to back what Lee has said, if this has gone to the Ombudsman there is little Lee can do, but having worked "alongside" him here, I know he will do everything in his power to help (even though I work for "the enemy")

From a industry point of veiw, the actual ruling is, whatever company you use will hold you liable for any charges until so long as you report the theft to them, and they cannot be held responsible for any issues with calling them from another country as they don't actually own that network. (Yes, I know it sucks).

Sorry i cant be more positive but I know Lee will fight tooth and nail for you.

[sloane82]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

But if it wasnt yourself who made the calls you can appeal this also check your agreement and contract also contact the financial Conduct Authority.

[Kati]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

But if it wasnt yourself who made the calls you can appeal this also check your agreement and contract also contact the financial Conduct Authority.

It's already been to the Ombudsman ... although I'm sure Lee will do everything he can to help now

[Hurricane Puffrose]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

It's already been to the Ombudsman ... although I'm sure Lee will do everything he can to help now

I know he will <3

[Mabel]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Hi Lee
I've just got home after a long work shift. thank you for your message
Mabel








.

[Mabel]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Hi Lee, Kati and 25135591 and Hurricane Puffrose, thank you for your time and messages, its late and I've been up since 6 am
Juggling , I will have more focus tomorrow , Mabel

[sloane82]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Ok cheers take care.

[Mabel]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Hiya,

I also work in the mobile phone industry and would like to back what Lee has said, if this has gone to the Ombudsman there is little Lee can do, but having worked "alongside" him here, I know he will do everything in his power to help (even though I work for "the enemy")

From a industry point of veiw, the actual ruling is, whatever company you use will hold you liable for any charges until so long as you report the theft to them, and they cannot be held responsible for any issues with calling them from another country as they don't actually own that network. (Yes, I know it sucks).

Sorry i cant be more positive but I know Lee will fight tooth and nail for you.

Hurricane Puffrose,thanks for the message,
I have contacted Lee today,
I have witness statements about running around BCN at all hours to contact VF via pay phones , what you have said seems unbelievable, in terms of VF not being held responsible or accountable for their international number not working ( and somehow it's about another country's telephone service ) dark news indeed ... sorry I can't be more positive

[Mabel]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

In terms of ombudsman info as I understand, nothing is written in stone or formalized. VF will apparently have time to review my case and make changes to the charges if they want to ?
following their receipt of letter and information from Ombudsman

I'm awaiting information from Ombudsman and Vodafone ( away from Lee)

[Amethyst]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

If you haven't accepted the Ombudsman adjudication you can continue fighting as it is not binding.

I mentioned your case earlier to a journalist (I hope that was okay) and he appears to have a very similar case he is looking into ref unfair terms. Would you be willing to talk to him ? Just pm me if so.

Do you happen to have a copy of the agreement - presumably the ombudsman have seen this in order to make the decision they have made ?

[Mabel]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Hi Amethyst
Thank you for your message
so far, I have received a deadlock letter from VF and contacted Ombudsman, I have spoken to Ombudsman twice, once at the beginning and then emailed them my information, time line of events, deadlock letter and my written info from various customer service calls since May.

A copy of the agreement- which agreement are you speaking of ? ( duh) ( I have terms and conditions of my phone contract )

All i have so far is a verbal conversation with Ombudsman, ( suggesting an offer of an apology from VF for confusing customer services information and a 10 % good will gesture taken off the bill,) they said prior to this information, that I didn't need to accept their findings, and something about they work within evidence, ie terms and conditions and that VF weren't aware that their international number didn't work that day from BCN , and because I can't practically evidence the calls made from pay phones, ( ie if it had been from a mobile phone I could send a screen shot or something of the call) . Although I do have witness statements from my two friends who were run ragged with me around BCN using pay phones, They also mentioned that they can't use third party information, I need to contact them again to understand what this third party info was about.
They have said that VF will be sent a report and VF will review Ombudsman findings and my case , and that I will be sent a letter form VF and Ombudsman, VF may decide to review the charges, that once I have received the letters, there will be 28 days for me to respond and I could supply further evidence ? and if I supply more evidence, explain why I haven't produced that evidence before ??? Ombudsman have from the first call about my case to this recent one, have said their findings aren't binding and I do not need to accept them. I haven't
Amethyst I'm sorry I'm really new to Legal beagle, is this the way to PM you ? Thank you for your time and thoughts, I really appreciate it Mabel

[Amethyst]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

A copy of the agreement- which agreement are you speaking of ? ( duh) ( I have terms and conditions of my phone contract )

Yes the Terms and Conditions lol xx

I'll pm you (it'll show in your notifications top right, and a pop up notice) xx

[Amethyst]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

So this appears to be the sticky term?


6.2 Customer shall use all reasonable endeavours to ensure that SIM Cards are only used with Customer’s authorisation and shall inform Vodafone as soon as is reasonably practicable after Customer becomes aware that a SIM Card is lost, stolen or damaged. Subject to Clause 9.1 Customer shall be liable for any loss or damage suffered by Customer or its End Users as a result of unauthorised use of SIM Cards (including due to loss or theft), up to the time that Customer has notified Vodafone that such SIM Card is being used without Customer’s authorisation.



9.1 Vodafone shall bear the risk of loss or damage to Equipment and SIM Cards until the point of delivery to Customer. Subject to clause 9.2, Customer shall bear the risk of loss or damage to Equipment and SIM Cards from the time of delivery to Customer.

[Tools]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Just a quick question no-one has asked yet, and I know you probably would have explored this if so, but did you have any kind of insurance on the phone, either through the provider, household insurance or insurance through your bank account?

[sloane82]

Re: £5800 mobile phone charges following theft in BCN If anyone can advise me ; (

Can they not just write off the debt I mean it was'nt yourself that made the calls so they can cancel the amount.