Vodafone nightmare

[Nukey]

Hi,

I seem to be having a few serious problems with Vodafone and don't know where to turn to.

Around two or so months ago I took out one of their "mobile broadband" contracts which I got because it would be handy for when I am out and about. After having the service a week, I found out that it would be best to cancel, as it was no longer required.

I contacted Vodafone's return service as the item was obtained online, and they told me that a form will need to be filled in and sent back with the USB adaptor to the address on the form. I rushed out to the post office and got it sent off, first class.

I have to admit here I should have sent this via special delivery, but was just sent standard post. As things are rarely lost nowerdays, I thought there wouldn't be a problem.

When I initially contacted them they told me that they will stop my service for me, and await for my adaptor.

Around a week or two passed and I contacted them to make sure everything was going well, but it wasn't. They hadn't received the adaptor, and they told me they would "keep an eye out" for it.

A week or two passed, yet again, it never turned up. At this point I'm getting quite worried, and this is the point where Vodafone really start to dig their heals in. Vodafone were getting quite stroppy with me, saying that until it is recieved I will have to keep paying for my contract.

Around a week ago I contacted them yet again, after cancelling my direct debit. I have been without the adaptor now for a month or two, my service is suspended, and they are still refusing to stop my service, saying "if I would have used the proper procedures in sending it back it would have been cancelled by now". They also told me that I should have been told bt the agents in the past that I would either a) receive a padded bag to send the adaptor back in, or b) have someone come out to pick it up from me.

I have just had a bill now for a whole months usage. I have just spoken to them and they refused putting me through to a manager, saying that "I have to wait 48 hours for a callback" and "they will just say the same thing".

I thought within 14 days I had a right for this contract to be cancelled by law. I am really worried about the whole thing - yes I should have used special delivery but they are now refusing, saying that I have to pay for a 24 month contract even though they cancelled my service within 14 days, and the adaptor has been sent off to them, but lost in the post.

I am really worried, what shall I do?

[Nukey]

Any ideas?

[Goldlady]

Well apart from anything else they should be able to see that you have not used the service. And if they did not ask you to send it by special delivery I suggest you were perfectly within your rights to send it by normal post.

 

Keep fighting.

[havinastella]

Hi Nukey,

 

My advise would be to put down your complaint in a letter. This leaves a paper trail unlike 'promises' on a phone conversation.

 

Jogs

[buzby]

There are a few issues here - but they are being less than fair. If you didn;t send it by trackable means, then you have to pay for its loss - the cost of the modem would be covered up to £35 by standard post, so get a claim form from the PO and give as much details as you can.

 

Hopefully, you told Vodafone that you were cancelling before you sent the modem back? This proved you intention to cancel, so send a copy of your royal Mail claim form, stating that you will forward the full cost of the compensation received for the loss as soon as you receive it.

 

They may attempt to say that as you didn't cancel within 14 days the contract is confirmed, but again - use the RM Claim form as your proof of returning the device. You will have to pay all charges billed for service for those 14 days, but nothing else.

 

It will be a fight, but you will win through.

[angryteen]

Unfortunately as you have not followed the correct procedure so vodafone are not in breach of their 14 day returns.

 

I agree that the agents should of informed you of the correct procedure, but vodafone have no libaility to cancel you within the 14 days as they have not recieved the equipment back. (This would be stated in your contract).

 

I am sorry that you have not been able to talk to a manager but the 48 hour call back is procedure.

 

I would suggest that you do write in a complaint to head office...and keep calling in because they are introducting a new system which hopefully should help your case.

 

It also depends on what agent you get and the remit of their manager, so keep trying!!

 

Keep trying and good luck (your not the only person with this issue).