Darren1997
Casual Member
Hello,
First time poster here and need some advice
I took out a Vodafone black Friday deal and now Vodafone are stating that they cannot honour it and i need some advice on next steps, if any ?
I took a Vodafone black Friday deal for their 1Gb super fast broadband @ £30 per month for 24 months (original price is £60) on November 20th 2021
22nd November i looked on my Vodafone app and my estimated next bill amount was not correct, it was showing that i was to pay the full amount of £60 per month with a Vodafone together discount of £2 bring it too £58 per month.
I immediately contacted Vodafone regarding this error on the 22nd Nov and was "assured" that i am only paying £30 per month as agree and this is an estimated amount only.
Now after reading some very negative reviews about Vodafone customer service and not seeing any change on my Vodafone app of said billing i was let's say "concerned" that i was being told lies and being fobbed off, so i persevered with contacting Vodafone and i was told the same thing,come the billing generation date of the 4th Jan it would be resolved,until it actually came to the 4th Jan and the bill was generated to a figure of £110.23 (pro rata 07/12 - 03/01 & the next month up front 04/01 - 03/02)
22nd November - Assured £30 per month for 24 months
02 December - Assured £30 per month for 24 months
5th December - Assured £30 per month for 24 months
7th December - Assured £30 per month for 24 months
9th December - Assured £30 per month for 24 months
30th December - Assured £30 per month for 24 months
05th January - 15:22 2hrs 47mins on the call trying to get this mess sorted out only to be told that the discount cannot be applied as the the offer was no longer available as it was a black Friday deal and the promotional offer has since been removed !!!!
Bearing in mind that that's what i was contracted for.
So raised a complaint on 5th January and never heard a peep until yesterday when i rang Vodafone for an update as their 10 days was up and was told that it hadnt not even been given to a case handler but 3 hours later i got a call back form Vodafone being told that they had completed a full investigation, listened to the calls and read all the transcript and gave me an offer which i do not know whether to take or walk as i feel that i had done everything right from the very beginning.
Offer is as below, if i walk that leads to other implacations as i now have holes in my walls and garden due to cabling, they said they are not responsible for that as that was open reach, joke.
Offer is as follows:
"Thank you for your time to discuss your Vodafone account with us today.
Firstly, we can offer 30% discount onto you £60.00 per month Home Broadband plan. This will reduce your monthly cost down to £42 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 wont 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. "
At no stage do they admit or clearly state as to why the discounted price cannot be applied and a clear explanation what happened when i (the customer) seeked the clarity from the very beginning and i was assured that i was paying £30 per month and to which i have kept all calls and chat transcripts stating that.
Any advice would be appreciated, i am not seeking further compensation just to be on the contract that i was meant to be on i.e. £30 per month but i do not know what else i can to or if it's worth going taking the opportunity to have my complaint independently reviewed by the Communication and Internet service Adjudication Scheme (CISAS) by requesting a deadlock letter from Vodafone.
apologises for the long winded post but to avoid questions i though it best to provide the full facts
Thanks
First time poster here and need some advice
I took out a Vodafone black Friday deal and now Vodafone are stating that they cannot honour it and i need some advice on next steps, if any ?
I took a Vodafone black Friday deal for their 1Gb super fast broadband @ £30 per month for 24 months (original price is £60) on November 20th 2021
22nd November i looked on my Vodafone app and my estimated next bill amount was not correct, it was showing that i was to pay the full amount of £60 per month with a Vodafone together discount of £2 bring it too £58 per month.
I immediately contacted Vodafone regarding this error on the 22nd Nov and was "assured" that i am only paying £30 per month as agree and this is an estimated amount only.
Now after reading some very negative reviews about Vodafone customer service and not seeing any change on my Vodafone app of said billing i was let's say "concerned" that i was being told lies and being fobbed off, so i persevered with contacting Vodafone and i was told the same thing,come the billing generation date of the 4th Jan it would be resolved,until it actually came to the 4th Jan and the bill was generated to a figure of £110.23 (pro rata 07/12 - 03/01 & the next month up front 04/01 - 03/02)
22nd November - Assured £30 per month for 24 months
02 December - Assured £30 per month for 24 months
5th December - Assured £30 per month for 24 months
7th December - Assured £30 per month for 24 months
9th December - Assured £30 per month for 24 months
30th December - Assured £30 per month for 24 months
05th January - 15:22 2hrs 47mins on the call trying to get this mess sorted out only to be told that the discount cannot be applied as the the offer was no longer available as it was a black Friday deal and the promotional offer has since been removed !!!!
Bearing in mind that that's what i was contracted for.
So raised a complaint on 5th January and never heard a peep until yesterday when i rang Vodafone for an update as their 10 days was up and was told that it hadnt not even been given to a case handler but 3 hours later i got a call back form Vodafone being told that they had completed a full investigation, listened to the calls and read all the transcript and gave me an offer which i do not know whether to take or walk as i feel that i had done everything right from the very beginning.
Offer is as below, if i walk that leads to other implacations as i now have holes in my walls and garden due to cabling, they said they are not responsible for that as that was open reach, joke.
Offer is as follows:
"Thank you for your time to discuss your Vodafone account with us today.
Firstly, we can offer 30% discount onto you £60.00 per month Home Broadband plan. This will reduce your monthly cost down to £42 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 wont 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. "
At no stage do they admit or clearly state as to why the discounted price cannot be applied and a clear explanation what happened when i (the customer) seeked the clarity from the very beginning and i was assured that i was paying £30 per month and to which i have kept all calls and chat transcripts stating that.
Any advice would be appreciated, i am not seeking further compensation just to be on the contract that i was meant to be on i.e. £30 per month but i do not know what else i can to or if it's worth going taking the opportunity to have my complaint independently reviewed by the Communication and Internet service Adjudication Scheme (CISAS) by requesting a deadlock letter from Vodafone.
apologises for the long winded post but to avoid questions i though it best to provide the full facts
Thanks