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Re: Vodafone charging me £1300 after phone was stolen!!
Hiya Sonny
Hi Beagles
Thank you so much for your answers, now I can begin to think straight and give you a few concrete answers.
Head was in such a muddle yesterday I couldn't think sideways let alone forward
msl:
1: Ok, the IMEI bar, if you have reported a phone stolen it is a matter of course to put an IMEI bar on the phone, unless the customer says it's ok I have a new phone already, swap the sim numbers over.
This should be your first prong of attack.. why wasn't the IMEI bar added?
If they have fouled up they need to sort it out.
2: Ask them to tell you from previous bills how often you call Romania and the number you called (give this to the Police as evidence of the theft and help to find the tea leaf ) if, as I suspect, you have never spoken to anyone in Romania you have some sort of evidence that it wasn't you making the calls.
Ask to speak to their Network Services to tell you where this call was made from and when.
If they were made IN Romania.. how in Heaven's name did you speak to a PCSO in Hackney the day it was stolen??? If they "cannot comment" ask them to tell you the whereabouts of the phone about an hour before it was stolen..
3: They say they have no record of your call.. ask them to check for Entered Account logs (theres are markers where the computer screams up that someone has been in the account) if there are none on the account AT ALL ask to speak to the Fraud Dept as someone was masquerading as Vodafone, if there ARE markers, then ask how they are there if you haven't called in, as this is a breach of DPA.
If they continue with their he said she said things, SAR them, it costs £10 to get your notes sent to you, remove any personal details and I will translate them in to English.
if they refuse, inform Ofcom.
Hope this helps some
P.
Hiya Sonny
Hi Beagles
Thank you so much for your answers, now I can begin to think straight and give you a few concrete answers.
Head was in such a muddle yesterday I couldn't think sideways let alone forward
msl: 1: Ok, the IMEI bar, if you have reported a phone stolen it is a matter of course to put an IMEI bar on the phone, unless the customer says it's ok I have a new phone already, swap the sim numbers over.
This should be your first prong of attack.. why wasn't the IMEI bar added?
If they have fouled up they need to sort it out.
2: Ask them to tell you from previous bills how often you call Romania and the number you called (give this to the Police as evidence of the theft and help to find the tea leaf
) if, as I suspect, you have never spoken to anyone in Romania you have some sort of evidence that it wasn't you making the calls. Ask to speak to their Network Services to tell you where this call was made from and when.
If they were made IN Romania.. how in Heaven's name did you speak to a PCSO in Hackney the day it was stolen??? If they "cannot comment" ask them to tell you the whereabouts of the phone about an hour before it was stolen..
3: They say they have no record of your call.. ask them to check for Entered Account logs (theres are markers where the computer screams up that someone has been in the account) if there are none on the account AT ALL ask to speak to the Fraud Dept as someone was masquerading as Vodafone, if there ARE markers, then ask how they are there if you haven't called in, as this is a breach of DPA.
If they continue with their he said she said things, SAR them, it costs £10 to get your notes sent to you, remove any personal details and I will translate them in to English.
if they refuse, inform Ofcom.
Hope this helps some
P.
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