Vodafone charging me £1300 after phone was stolen!!

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

This will make you feel better Sonny.......you are talking to the woman that INVITED a BAILIFF into her home,,oh yes I did.........wasn't my finest hour

Hi Inca,
It doesnt make me feel better at all, unless the story has a happy ending :-)
I would never let a bailiff into my house....... but I also would never leave my phone unattended.......or not report it stolen to the police...........or not take the name and reference number of the phone company after reporting it......
:-)

[Hurricane Puffrose]

Re: Vodafone charging me £1300 after phone was stolen!!

thanks Labman

PM sent

Re: Vodafone charging me £1300 after phone was stolen!!

This one?

http://www.legalbeagles.info/forums/...ne-Company-Rep

[Hurricane Puffrose]

Re: Vodafone charging me £1300 after phone was stolen!!

sorry for that Sonny my dear, I was in between the nursery run and going to Asda so it was a case of type it fast, explain later

I am searching high and low for Lee's profile to no avail, but I will see if i can grab him (not literally) as he works for Vodafone

Re: Vodafone charging me £1300 after phone was stolen!!

A SAR can prove to be a Search And Rescue! :beagle:

Re: Vodafone charging me £1300 after phone was stolen!!

This will make you feel better Sonny.......you are talking to the woman that INVITED a BAILIFF into her home,,oh yes I did.........wasn't my finest hour

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

msl: msl: msl:

Nope, it's a Subject Access Request under the Data Protection Act: http://www.ico.org.uk/for_the_public...al_information

yes, I did work that out and was joking :-) but had to swim through the search and rescue before finding out what Puff was referring to.

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

Thanks Inca.
I always learn by my mistakes but my mistakes tend to be humdingers :-)
Appreciate the optimism!
SB

[FlamingParrot]

Re: Vodafone charging me £1300 after phone was stolen!!

If I get nowhere then I will request a SAR as you suggest (had to google that - assume it is not a 'search and rescue' :-)

msl: msl: msl:

Nope, it's a Subject Access Request under the Data Protection Act: http://www.ico.org.uk/for_the_public...al_information

Re: Vodafone charging me £1300 after phone was stolen!!

They say it aint over till it's over Sonny so don't give up all hope just yet.I only know about IMEI numbers because of my varied well documented phone disasters.

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

Hi Puff,
this is great...thank you!!
i will call them in the morning and go from there. I know I will hit a brick wall, but I will follow your instructions and see if it gets me anywhere.
When I called them regarding the high bill, they looked and found no record of my call. I then spoke to the manager who said the same. I composed a letter explaining the situation and their reply was much the same - no record on my file of any contact on that day.
You are right to assume I have never called Romania before :-)
But, I did tell them that when I spoke to them and they said it didn't matter where or who was called - I was fully responsible for it.
If I get nowhere then I will request a SAR as you suggest (had to google that - assume it is not a 'search and rescue' :-)
I wish I had something to cling to in regards to reporting the theft, more than my word and insistence!
best
SB

[Hurricane Puffrose]

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.

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

Hi Puff,
going through your questions again -
I can't remember if I was told about free disconnection when I joined Vodafone I'm afraid, it was a few years back. My tariff was sim only, so no lengthy contract - I only had to give a months notice to leave.
the phone was stolen on the 13th, and I had no phone for 2 days and ordered the PAC number on the 15th.
SB

[sonnyboy]

Re: Vodafone charging me £1300 after phone was stolen!!

Hi All,
Sorry, I worked til silly-o'clock yesterday as I am near the end of a job.
Puff, thank you so much for getting involved, and I hope the vagueness in my answers won't scare you off.
I called Vodafone within the hour. I can't tell how long exactly, but I was on my own and use my phone all day.
I was furious when it happened, having a bad day already. I can't have been given an IMEI as I would have written any reference down if it was given to me. I guess this is why they seem to have no record of my call. I didn't note the name of the person I spoke to and I would have passed any security questions if they were asked. All this happened on the 13th March and I wish I could offer more to make my case more solid.
i don't have any insurance and I was probably with Vodafone for 2 years (roughly). I dealt with them directly, and not through car phone warehouse (I went to car phone warehouse after my phone was stolen to get a temp phone and called for the PAC number whilst there.
i don't know if the calls were made to Romania or if it was roaming calls, but this I can find out. I'm not being vague here, but I can't/don't do online bills/banking and when I joined Vodafone they never sent me paper bills. The other day I tried to log on to my account to see the bill but couldn't remember either my user name or password. I tried putting in my phone number but it wasn't recognised. I can easily call them and ask them to send me the bill.
i only found out about the 1300 when it was taken from my account a month later. I went into the bank to question it and found it was Vodafone via the direct debit (was expecting the last bill to be the normal £40-50). When I called Vodafone, they told me about the Romanian calls. I only know it was on the same day (13th march) but it must be calls to Romania from the uk, as it happened on the same day the phone was stolen. Saying that, I don't know for how long after the 13th that calls were made. This will all be on the bill and I can request a copy.
i have not spoken to Vodafone since writing to them and getting a reply.
I really hope you can somehow help me with this. The thought of debt collectors pursuing me and this huge debt is like a weight around my neck.
thank you once again!

[Hurricane Puffrose]

Re: Vodafone charging me £1300 after phone was stolen!!

Thank you for confirming its your opinion. And for your information, I am the Yorkshire folk you refer to - perhaps that's why I won't spend £500 on an item that is so desirable to thieves?

its only £150 if you buy a refurb, and they work just as well.. tight southerner here