Vodafone - Customer Service or Victim Support - you decide ? Complaint to:- Ombudsman Services Communications PO Box 730 Warrington WA4 6HL On March 20th 2014 I received a call from 08080 996746 at 14:19 and was told that it was Vodafone calling to offer a free complementary upgrade for the line 0**** ******. I advised the caller that the line was not due for an upgrade and disputed that it was actually Vodafone calling. I was advised that yes it was Vodafone and the free upgrade was offered for to ensure the account retention. I accepted the offer however the caller needed to get some verification and promised to ring back at 18:06 however I missed the call. I returned the call on 08080 996746 and got a Vodafone recorded message. I then call upgrades who knew nothing about the call and offered me an upgrade at an additional £ 5.00 per month of at a penalty of £ 70.00 I complained the response of which is attached below. To me a free upgrade is a free upgrade, it was offered without any special terms or conditions and accepted by me. I believe that constitutes a contract to provide a free upgrade. Unless this contract is honoured by Vodafone it occurs to me that this is some sort of scam by Vodafone to condition existing customers into making an upgrade and then stinging them with additional costs in penalties or line rental. This is unethical business practice and needs to be stopped. Response 03/04/2014 WRT165 [#6521439] Thank you for your reply. Apologies for the inconvenience caused to you. I have checked the details and can see that we have already provided the information as requested and also we have offered you an early upgrade by reducing the commitment period by 2 months and you need to pay 2 months line rental in advance. There is nothing we can do in this case as we are unable to trace the call. I would also request you to please reply to the same case reference number rather than creating a new case ID. Regards, Vodafone Customer Services. Response 01/04/2014 WRT165 [#6511867] It is a shame that you wish to leave Vodafone just because you are not getting the offer given by the Marketing/Retentions team. We value your business; however, in this case, we are unable to assist with the offer given by the marketing team as those offers are given at the first call by them. Even though you have accepted the offer from the marketing team, it depends on them whether they want to continue with the offer given or decline it. Your understanding will be highly appreciated. Regards, Vodafone Customer Services Response 26/03/2014 WRT165 [#6450042] Thanks for your email and apologies for the inconvenience. From the previous email it seems that you are concerned about the upgrades call received for the number ending 471. However, I’ve checked and was unable to trace any call from the upgrades team. The contract end date for the number ************ is 27/08/2014. So you are eligible for an upgrade on or after 13/06/2014. However if you wish to upgrade early we can reduce the commitment term by 2 months to make you eligible for an upgrade on or after 13/04/2014 but for that you need to pay 2 months line rental that comes to £61.34. Let us know if you accept this amount and we’ll reduce the commitment term by 2 months and you can upgrade on or after 13/04/2014. Your understanding is appreciated. Kind Regards, Vodafone Customer Services
Posted on: Thu, 03 Apr 2014 13:31:59 +0000
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