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Hi all, I as well am a newbie here and I had a browse through the forums for some help, and I did find some. Please if you can help with more info on how to go about my issue with Vodafone, I would be very grateful.
I will try to explain what happened:
In February 2018 my contract (£35/month/6GB data) ran out and up to this point the plan is still rolling because I didn't had the time to look into a new offer. On Friday 8th June I notice that my data runs out extremely quick like never before. I contacted Vodafone(calling 191) and told me is my phones fault, made me change some settings(the settings I always had and hardly ever ran out of data), and surprise I was eligible to receive extra 2GB which was added to my 4Mb left of the 6 GB half way through the month. Two days later those 2GB were gone too. Now, just to mention, I am not on social networks and I rarely watch stuff on my phone. Monday morning, 11th June, I contacted them again for the same issue, this time via their Live Chat option on their website and this time they said they have just fixed the problem(at their end), they said they added another 2GB on my acc, but in reality they opted me in for a 2GB/£10/month extra which I was told will have to cancel a day before billing date and that this month I will definitely not be charged £10 for these 2GB. (but they are already added to my bill)
Same day in the afternoon, I contacted Vodafone again via Live Chat to discuss a potential contract renewal if they offered me a deal working with my budget. Initially I enquired about a SIM Only deal, I didn't want it and next I asked to be sent a PAC Code. Before the PAC Code was send, I was transferred to another agent, who tried to make me a Pay Monthly offer, which I again I rejected because it didn't work with my budget and requested again to be sent a PAC code. This code was eventually sent to me and that chat was closed. A minute later I checked my emails and to my surprise while I was engaged in the chat with the second Vodafone agent, I received two emails from Vodafone. One saying "Update to your personal details" in the title, saying that I have just added a new address to my personal details (one in Hull - I live in London). Second email, 7 minutes apart, title "Thank you for your order", body: "Thanks for choosing Vodafone again. As requested, we'll deliver your order <<EDM- ----------->> to: the address in Hull."
Immediately I called 191 to ask that on Earth happened, because I have never consented to any deal with them, never even enquired about a Samsung S9. They said the order was placed by mistake, didn't gave a concrete explanation and just tried to talk themselves out of it. Same day I received a message with mispellings from Vodafone saying that ops they placed an order by mistake and that I have to contact them to cancel it. Other emails came: one confirming my PAC code and two confirming the order placed. Next day, Tuesday I got 4 emails: 2 saying my parcel is on its way, third saying that I have to return the device to them, fourth- last one for that day at 9pm- giving me details about my new chosen plan: £53+£10, £63. Same day I got a call from a so called manager of some sort, trying to convince me that it was a mistake and bla bla (what she was saying was more of a waffle that made no sense). I told her that this is fraud and I am determined to make a formal complaint and take legal action for this. She offered me a compensation, £5. I asked her if she would take it if she was me and that is humiliating to even come up with such joke. She asked me how much I want, I said £1000. Not that I ever hoped they'll paid that, but it was a reaction to her audacity to bribe me with £5 to close my eyes to Vodafone's scrupulous fraudulent behaviour. Now if I log into myVodafone app, what I see is monthly plan £45 and £55.52 monthly charges. A big jump from £35. On Monday evening I also sent a formal complaint via Vodafone's website to request a formal investigation of what happened and proof of my consent to enter a new deal with them. I have not heard from Vodafone since Tuesday when the woman offered me £5. As you expect, they also refuse to send me the transcript of the Live Chat.
Yesterday I called Citizen Advice and they told me next step is to contact ICO and write Vodafone again requesting any evidence they have to why they signed me up for a new contract.
Sorry to make you read all this, I tried to be as clear as possible. Please if you have experienced anything similar or extra suggestions on how to deal with this, please help!
Thank a lot!
I will try to explain what happened:
In February 2018 my contract (£35/month/6GB data) ran out and up to this point the plan is still rolling because I didn't had the time to look into a new offer. On Friday 8th June I notice that my data runs out extremely quick like never before. I contacted Vodafone(calling 191) and told me is my phones fault, made me change some settings(the settings I always had and hardly ever ran out of data), and surprise I was eligible to receive extra 2GB which was added to my 4Mb left of the 6 GB half way through the month. Two days later those 2GB were gone too. Now, just to mention, I am not on social networks and I rarely watch stuff on my phone. Monday morning, 11th June, I contacted them again for the same issue, this time via their Live Chat option on their website and this time they said they have just fixed the problem(at their end), they said they added another 2GB on my acc, but in reality they opted me in for a 2GB/£10/month extra which I was told will have to cancel a day before billing date and that this month I will definitely not be charged £10 for these 2GB. (but they are already added to my bill)
Same day in the afternoon, I contacted Vodafone again via Live Chat to discuss a potential contract renewal if they offered me a deal working with my budget. Initially I enquired about a SIM Only deal, I didn't want it and next I asked to be sent a PAC Code. Before the PAC Code was send, I was transferred to another agent, who tried to make me a Pay Monthly offer, which I again I rejected because it didn't work with my budget and requested again to be sent a PAC code. This code was eventually sent to me and that chat was closed. A minute later I checked my emails and to my surprise while I was engaged in the chat with the second Vodafone agent, I received two emails from Vodafone. One saying "Update to your personal details" in the title, saying that I have just added a new address to my personal details (one in Hull - I live in London). Second email, 7 minutes apart, title "Thank you for your order", body: "Thanks for choosing Vodafone again. As requested, we'll deliver your order <<EDM- ----------->> to: the address in Hull."
Immediately I called 191 to ask that on Earth happened, because I have never consented to any deal with them, never even enquired about a Samsung S9. They said the order was placed by mistake, didn't gave a concrete explanation and just tried to talk themselves out of it. Same day I received a message with mispellings from Vodafone saying that ops they placed an order by mistake and that I have to contact them to cancel it. Other emails came: one confirming my PAC code and two confirming the order placed. Next day, Tuesday I got 4 emails: 2 saying my parcel is on its way, third saying that I have to return the device to them, fourth- last one for that day at 9pm- giving me details about my new chosen plan: £53+£10, £63. Same day I got a call from a so called manager of some sort, trying to convince me that it was a mistake and bla bla (what she was saying was more of a waffle that made no sense). I told her that this is fraud and I am determined to make a formal complaint and take legal action for this. She offered me a compensation, £5. I asked her if she would take it if she was me and that is humiliating to even come up with such joke. She asked me how much I want, I said £1000. Not that I ever hoped they'll paid that, but it was a reaction to her audacity to bribe me with £5 to close my eyes to Vodafone's scrupulous fraudulent behaviour. Now if I log into myVodafone app, what I see is monthly plan £45 and £55.52 monthly charges. A big jump from £35. On Monday evening I also sent a formal complaint via Vodafone's website to request a formal investigation of what happened and proof of my consent to enter a new deal with them. I have not heard from Vodafone since Tuesday when the woman offered me £5. As you expect, they also refuse to send me the transcript of the Live Chat.
Yesterday I called Citizen Advice and they told me next step is to contact ICO and write Vodafone again requesting any evidence they have to why they signed me up for a new contract.
Sorry to make you read all this, I tried to be as clear as possible. Please if you have experienced anything similar or extra suggestions on how to deal with this, please help!
Thank a lot!
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