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1 post

Wannabe Geek

#41263 12-Sep-2009 21:41
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I have a friend who has run into a few issues with Vodafone.

They have been with Vodafone for a while now on a Door to Door Promo Deal (12 month contract - $90 p/month for broadband and phone)

1 month into the contract they needed to move house, calling Vodafone they advised there was a $100 move address fee, during this conversation the Vodafone CSR offered to waive the moving fee if they would extend the contract for another 6 months. This was agreed on and the move address was processed.

Later in the contract they moved once more, this time paying the $100 move address fee.

After 12 months from the original signup the pricing of the plan changed (this was reflected on the monthly bill only).

They were under the belief that the original contract was extended and the pricing would remain the same until the 18 months was up (12 + 6 months), the new pricing is around $20 more a month more. Talking to Vodafone staff they advised that the staff member that extended the contract should have been clearer, they should have specified that the remaining 6 months would be have been on a separate contact and not on the same monthly rate. Asking to get out of the contract they advised there would be a $199 termination charge to do so.

After a second call to Vodafone they were still not willing to put the monthly price back for the remainder of the contract; instead they offered to charge the $100 move address fee instead of the $199 termination fee.

I do not believe they should have to pay either the $100 or $199 fee; instead they should let them out of the contract entirely or put the pricing back for the next 6 months. What do you all think?

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183 posts

Master Geek

  #255274 12-Sep-2009 22:54
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I think requesting a copy of the original 12 month contract and the voice recording of the 6 month extension to find out exactly what it was they agreed to would be a good starting point.

3214 posts

Uber Geek


  #255317 13-Sep-2009 09:56
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Legally, they must either terminate the contract or fix the pricing to the same as the first 12 months if the CSR did not mention it in the phone conversation. It doesn't matter whether the staff member should have been clearer - if they didn't then it's Vodafone's problem, not your friend's.

I imagine Paul Brislen will pop in shortly and make an offer to sort it out for them, which he's pretty good at. He might want the CSRs name too, so he can embark on an education crusade :)

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