Morning,

I currently 8 months into an 18 month contact with Vodafoconne for the Iphone 4. Let me sate now that I am not looking to terminate this contract.

Basically I paid £120 for the phone, and pay a monthly bill of £45. When I took out the contract I specified that I wanted the DD to come out on the first of each month (or as close to)

For 4 months Vodafone took the DD on the 25th and as a result put my account into overdraft.I called their Customer Services to get this changed to what I requested. The DD then failed the month after this as they tryed to take it on the 25th again. My phone then got cut off and I called Customer services and made a payment by my Debit Card and provided them again with DD details.

For the last 4 month months this process has repeated itself. I get cut off, I call , I pay, provide them with new DD details and get connected again. Its an endless cycle.

I contacted my bank who have no issues with the DD and say I need to contact Vodafone.

My issue is now its happend again. My bill is overdue again this month and I run the risk of getting cut off again. On the last 2 times I called I was assured the DD was setup and everything was ok. I made clear to the Customer service rep on the phone if the payment does not go throu in March I would cancel the contract.

Now my question is, can I do this due to the fact they are mucking me about. And if I do am i entitled to my £120 back I paid for the handset

I know its a weird one but its driving me mad.

Mike

You'd be better off asking advice from your bank under the direct debit guarantee. In my experience some companies let you set the date of your direct debit and some companies decide it for you at the outset.

Alternatively, if you're going overdrawn by the end of the month, why don't you set up a separate bank account and pay in a set amount at the beginning of each month which will cover your bills, then any money left in your main account is yours to spend. It builds a bit of discipline into your spending and should stop you getting a bad credit record due to lots of failed payments.

You have to hand it to Vodafone, when it goes wrong it usually goes wrong big style.

When I opened my account a couple of years ago I needed to make sure the DD would come out on an acceptable date, and they had no problem letting me choose.
If customer services are still messing you about, I'd recommend getting in touch with the eforum team and they should be able to help you.

Strange that some companies are more flexible than others with DD dates though.
I was with Orange for years and even though their customer service was excellent at the time, the one thing they refused to do was change it.

Well vodafone Customer services have set up 2 direct debits on various dates. but still nothing.

Been onto RBS and they have no issues or can't see why the DD is failing. They have refered me back to Vodafone.

I have emailed vodafone CS to see what they say

Mike

Well it sounds like it's definitely a Vodafone problem, not RBS.

Like I said, the web relations team are usually pretty good at sorting these kind of nightmares out.
It might be worth sending your email again, putting WRT135 in the subject field and linking to this thread.
Or one of them might be along on here to offer assistance.

A goodwill credit to your account is in order I think too, to compensate slightly for all the hassle

Get on twitter and message the guys at @vodafoneuk

cant praise that team enough, everyone should go through them for CS issues on Vodafone

Hi mykweb,

I’m disappointed to see the problems you’ve encountered here in getting this resolved and appreciate the frustration this will be causing you.

If you’d like to email me, you can do this via: http://goo.gl/LqgN.

When contacting, please quote the code WRT135 in the subject line and mark the email ‘FAO: Jenny’. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team.

If you’d like to update this thread with your email reference number once sent (this will be sent to you in an automated reply) I can check we’ve received it.

I look forward to hearing from you so that we can get this resolved.

Kind regards

Jenny
Web Relations Team
Vodafone UK

Hi Mike,

Has this been resolved for you yet?

In the event it hasn't could you let us know your email reference number so we can get things followed up and ultimately resolved for you?



Thanks for recognising our efforts guys - it's really appreciated.

Kind regards to you all.

Lee

Web Relations Team

Vodafone UK