Termination fee billed

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wally22

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#193432 10-Mar-2016 19:20

Hi all,

I have enjoyed a Vodafone RBI service for the last 1 year, 9.25 months and my residential tenancy was terminated. No problem, rang Vodafone to stop the service and asked if, in the circumstances, I would be charged a fee. No was the reply, so I didn't think on it further.

Lo, get a bill for $350 early termination fee. Called and asked whats up. No leeway. Contract.

So what are the other call centre staff talking about when they said no fee?

Heck if I had let it go to term and not used it it would only have been $264

I thought it very reasonable of them to say there would be no fee but then this happens. Fume!

Anyone offer any solution alternatives to just shut up and pay?

johnr

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#1510851 10-Mar-2016 19:24

@wally22 Your residential termination is not related to a contract term for an RBI connection as you know, DM me the RBI number and date / time you called

Cheers

r2b2

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#1510852 10-Mar-2016 19:24

Have you made a complaint via the methods described at https://www.vodafone.co.nz/contact/complaints/?

Given that the CSR advised you that there should be disconnection fee then I think you have grounds to appeal the fee. I assume that all calls are recorded so they should be able to listen to the contents of the call to ascertain if that is exactly what was said or not (not saying I don't believe you :) )

The least Vodafone should do is reduce the fee if they aren't going to waive it like they said.

wally22

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#1510947 10-Mar-2016 21:51

No I haven't lodged any complaint and I do not have details of the call to Vodafone. It was mid to late January is all I can recall and I can find nothing on my phone.

r2b2

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#1510958 10-Mar-2016 22:12

wally22:

No I haven't lodged any complaint and I do not have details of the call to Vodafone. It was mid to late January is all I can recall and I can find nothing on my phone.

Vodafone should have details of the call but I'd follow up with johnr first and see what he can do for you.

mattwnz

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#1510968 10-Mar-2016 22:44

wally22:

No I haven't lodged any complaint and I do not have details of the call to Vodafone. It was mid to late January is all I can recall and I can find nothing on my phone.

I suspect the call will be easy for them to track down, as that was the call that instructed the cancellation. This sort of thing is why I prefer to email them the question, so there is no confusion over what is being asked. With verbal, things can get lost in translation. Whether you challenge it, depends on how much your time is worth, and whether you believe you are in the right or not. On principle many people who believe they are in the right will challenge it.

wally22

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#1516626 20-Mar-2016 21:14

Hi all, an update to say that I have had a satisfactory resolution to this. Thanks to johnr for his assistance and for lodging the complaint on my behalf.