Update
Dear Mr. xxxx
"Thank you for your email and we're sorry that you're having pricing issues with your Home Broadband service.
We can see that a Subject Access Request (SAR) was raised to the Customer Data Excellence Centre (CDEC) on 17 January 2022. Any notes that are on a customer account have to be raised through CDEC and will be sent to you in 30 working days.
We explained on 18 January 2022 on the call as what has caused the pricing error. When the order was initially placed for your Pro Gigafast 900 with Alexa Built-In, the 50% discount wasn't automatically applied due to a system error. The reason why we aren't able to apply the same discount is because the offer was a Black Friday deal and the discounts are no longer available on the system.
We sent you an email on 14 January 2022 which outlined what we'd be able to do in order to correct the pricing issues. We advised:
"We can offer 30% discount onto you £60.00 per month Home Broadband plan. This will reduce your monthly cost down to £42.00 per month. Following this, we'd be applying a credit to cover the remaining 22 months £12.00 difference in the agreed price. This credit will total £264. Furthermore, we'll be refunding £55.19 from your bill dated 4 January 2022, to cover the disputed charges up to 4 February 2022. Lastly, we're happy to offer an additional £100.00 to be credited towards your Vodafone account as an apology for the issue arising. In total, these credits will come to £419.19 (£12.00 x 22 months = £264.00, + £55.19 = £319.19, + £100.00 = £419.19).
Our second offer of resolution would include the ability to terminate your Home Broadband contract at any point without any Early Termination Fee. We wouldn't terminate your service without your request, but we'd amend your contract end date to a previous date, so should you chose to transfer your service at any point, or you wish to take out a new agreement from any available offer, you'd be able to do so without any fee. In addition to this, we'd be happy to offer £100 as account credit, or Amazon voucher. "
We also explained on the call on 18 January 2022 that the discount would be applied to the Home Broadband plan, so the price on your bill would show as £42.00 per month. The additional credit that we'd apply would cover all Vodafone services, and you wouldn't need to pay anything until this credit had been used. We advised that we wouldn't be able to apply the credit to just the Home Broadband service.
We're sorry if the above hadn't been made clear when we spoke on 18 January 2022. If you require any further information please let us know by replying to this email.
Should you wish to accept either offer, please confirm within your response to this email. However should you wish to decline, please confirm so we can issue you with your letter of deadlock, giving you the opportunity to have your complaint independently reviewed by the Communication and Internet service Adjudication Scheme (CISAS)
Prefer to speak to us? You can get in touch with us between the hours of 8am and 8pm Monday to Sunday by calling 08080 045 200 or +441635 693354 if you're not in the UK (standard call charges apply). A member of our team will connect you to your dedicated case handler, provide you with an update or arrange a call back at a time that works for you. Just to note, so that we can get you to the right team when you call, you'll need to enter your unique reference number 280586.
Yours sincerely,
Andy Hacker
Customer Relations
Vodafone Limited
A quick request: if you reply to this email, please don't edit the subject line - it helps us identify your complaint."
The credit will be applied as a "block credit" to my Vodafone account which will also take in my mobile contract also, this just confuses the matter even further, easier for Vodafone but harder for me to budget for.
Being applied as block credit to my overall account which includes mobile will use credit quicker and leave me with a higher monthly payment over a longer period at £42 per month instead of the agreed £30 for broadband.
If I do not accept either offer they said they are going to issue a deadlock letter.
I feel cheated and I feel that I have given them every opportunity to have this resolved from the very beginning and have been told blatant lies at every step of the process and still am especially that all I'm actually requesting is for them to apply the correct discount to the account as promised, that's it, I am not seeking further compensation, just what I was sold.
Should I have the case looked at independently by the Communication and Internet service Adjudication Scheme (CISAS)
Thanks