VODAFONE, UK - poor customer service experiences

Complaints.com received the following consumer message on January 29, 2003:

From: kevin yeandel [Email User] RE: VODAFONE, UK - poor customer service experiences

ATTN (Vodafone), Oftel, www.complaints.com Oftel

Consumer Representation Section

50 Ludgate Hill

London

EC4M 7JJ Dear Sir February 02, made a contract with Vodafone for 1 year. They agreed as part of the deal to send a free phone. This never arrived. After about six attempts to get the phone and a service which has continuously diminished, I contacted them in September 02 to give written notice that I wanted to terminate the contract after the mandatory period. This was ignored. I contacted them via their web site and politely notified them that the period was coming to an end. This was ignored.

I contacted them again threatening to stop my direct debit but making it clear I would settle my bill by cheque after they had confirmed they had not been charging me for the GPRS service which also did not function correctly. This was ignored. I contacted them a third time informing them that I had stopped the direct debit payment but would certainly pay the outstanding balance by cheque at the end of the agreement.

They wrote back to me stating that they had not received my letter, made no reference to the other ignored correspondence and insisted I was contractually obligated to send another letter. I have done this. I received a letter today informing me that they had suspended my phone and that if I didn't send a payment in a few days the would damage my credit record and see to it that I find it difficult to get any future credit.

I have released a cheque already today for the outstanding balance and find it hard to understand why Vodafone are "threatening" me when in actual fact I have adhered to the contractual arrangements to the letter and they are actually in breach in the sense of not sending me the free phone. I attach to Email User my most recent correspondences with [name removed] of the Vodafone company. Yours faithfully Kevin Yeandel Vodafone

Dear [name removed]

ref. colin02

I have made it clear that I will pay the outstanding balance and I have made this clear in my last three correspondences to you (see this email also).

----- Original Message -----

From:

To:

Sent: Friday, January 24, 2003 1:33 PM

Subject: RE:Pay monthly [#211984]

>

> Dear Mr Yeandel.

>

> Thank you for your e-mail dated the 13/01/03.

>

> I have looked at this for you and we have never received the notice to

cancel the account. Please can you fax notice to me and I can arrange for the cancellation to take place. Please send a fax to 01295 815366 for my attention and I can arrange this for you.

>

> If you decide not to send this then there is nothing I can do. It

> states

in the terms and conditions that this is the procedure and the account will stay activate until notice is given.

>

> Please send a signed fax to me and I can make sure that this has been

cancelled as per your request.

>

> Kind regards.

>

>

> Customer Management

>

>

>

> --Original Message--

>

> formID: 2007

> MobileNo: 07876664734

> EmailAddress: Email User

> Name: Kevin Yeandel

> WorkNo:

> HomeNo: 01234 567890

> FB Category: Pay monthly

> Message: Hi

> You ignored my last communication

> requesting the cut-off date of my

> phone.

> May I point out that you are

> actually in breach of your

> promises and I refer you to my

> earlier correspondence.

>

> As a result of you ignoring me I

> see fit to cancel the direct debit

> by 17th January 2003. I confirm

> that I will honour any outstanding

> payment by cheque unless you

> choose to cut me off beforehand as

> a result of this communication.

>

>

> Thank you for your understanding

>

> Kevin Yeandel

>