Questions Of Cash: After Vodafone's assurances, £816 bill came as a shock
Saturday 17 March 2012
Q. Vodafone has charged me £723.12 more for a dongle service than I expected. I was charged £816.29 for four months' use, when I expected to pay £93.16. This is despite me having checked with staff at the time of purchase that the plan suited my use – I told staff that I am a heavy user, because of BBC iPlayer, constant work use, music downloads, etc. I again checked at the end of the first month on a call to them to confirm that I was not, and would not, exceed any limits. I relied on Vodafone's staff on three occasions to correctly advise me which package I should be on for my usage and to make sure I wasn't going over any limits.
On all occasions I was advised my usage would not exceed my plan and so incur any excess charges. I even revisited the store in Camden where I had arranged the contract and was told that it would be very difficult for me to use in excess of the limit on the plan I was on. I checked my first month's bill and saw that I had been billed only £23.29 for my usage at that time. I was therefore satisfied that I was not exceeding any data limits.
I am very frustrated and annoyed as it would seem that no one at Vodafone has actually taken the time to read my letter of complaint properly, nor listened to my call, to which I referred in my correspondence. If anyone had listened to that call, the matter could have been resolved straight away. In none of the responses has Vodafone actually dealt with the points I have made and the company seems to want to palm me off with standard answers and inaccurate information from its records.
To make matters worse, I cancelled the service on 5 November, but my cancellation was not recorded; I re-sent it on 11 November; but the contract only ended on 13 January, for which I will no doubt receive extra charges. BG, London.
A. Vodafone has agreed to refund you £638.20. This represents the charges for going over the agreed usage limits from the date on which you called Vodafone's customer services centre. The amount also includes a £50 goodwill payment. A spokeswoman said: "We have contacted [the reader] to apologise for the confusion over his charges. He originally contacted us on 15 September 2011 after receiving a pop-up message telling him he had exceeded his agreed usage. Unfortunately, the adviser he spoke to made an error and only checked the usage for the current billing period from 13 September – which was fine – and not for the previous billing period, which actually showed he had exceeded agreed usage. We have agreed to waive all the charges billed after he first contacted us as we appreciate that he would not have incurred those charges if we had given him the right information. We have added a further sum in recognition of the inconvenience he has suffered."
Q. I flew with easyJet to Spain two months ago. I had a hand luggage suitcase, but whilst we were queuing for the plane, a member of staff asked if anyone would like to put their hand luggage in the hold. I volunteered my suitcase and handed it over to the easyJet staff, who scanned it in. When we landed in Spain I waited for my suitcase. It came out but when I checked inside, my wallet was missing, which included €220, and the zip handle had broken off.
I agree I was stupid to have handed over my unlocked suitcase with all my euros in it, but easyJet is a multi-national company and I should be able to hand over my belongings without fear of them being compromised. I think that easyJet are liable and should compensate me for the money that was taken and the damage to the suitcase. I reported this to the police, but they are not taking it further. I contacted easyJet several weeks ago, but I have not had a reply. JP, by email.
A. EasyJet's baggage claims department contacted you and agreed to make a refund to you shortly after we raised the matter with the airline. It is unclear whether the timing was coincidental, or the result of us raising the problem with easyJet. A spokeswoman for the airline says: "We apologise for any inconvenience or distress that [the reader] experienced and have reimbursed the €220 in full."
Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: firstname.lastname@example.org
Independent Partners; request a free guide on NISAs from Hargreaves Lansdown
- 1 Russell Brand says he will 'probably' give up acting to focus on his revolution
- 2 Watch what happened when food critics were unknowingly served McDonald's
- 3 David Beckham's Haig Club whisky is exactly what’s wrong with the Highlands
- 4 Queen's first tweet: Reply telling Her Majesty to 'f*** off' broadcast on BBC News
- 5 #AskNigelFarage: Twitter starts hilarious Q&A for Ukip leader
Of course, teenage girls need role models – but not like beauty vlogger Zoella
Support for EU membership 'at highest level since 1991' with most Brits wanting to stay 'in'
Tony Blair 'says Ed Miliband will lose 2015 general election'
Thousands with degenerative conditions classified as 'fit to work in future' – despite no possibility of improvement
Putin: The US is to blame for almost all the world's major conflicts
Poppy Appeal 2014: This is why I won't be wearing a red poppy this year
iJobs Money & Business
£60000 per annum: Ashdown Group: Compensation and Benefits Manager - Compensat...
£30000 - £35000 Per Annum plus excellent benefits: Clearwater People Solutions...
£24000 - £28000 per annum + bonus & benefits: Ashdown Group: IT Business Syste...
£50000 - £90000 per annum + benefits: Ampersand Consulting LLP: Markit EDM (CA...
Day In a Page
This 17th century beauty is full of rustic cosiness, while the detached home office means you can also run a business
This five-bedroom red-brick beauty overlooks the village green and sits in just under two acres of land
Four exclusive apartments in a Grade II-listed former medical school with 2,275 sq ft of living space and 18ft ceilings
A five-bedroom terraced house on the popular Peterborough Estate, ideally located for both Eel Brook Common and South Park
A state-of-the-art farm-building conversion on the former Cliveden Estate, with 11,420sq ft of internal space, cinema and wine cellar
A three-bedroom, 15th-century cottage with original features in the picturesque village of Sissinghurst
A six-bedroom terraced house with large south-facing roof terrace, cinema room and wine cellar
A new seven-bedroom home built in Queen Anne-style with swimming pool and parkland views in Mortimer
A listed, four-bedroom farmhouse in the rural hamlet of Rushall with detached barn, four acres of gardens and paddocks
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village
A one-bedroom, luxury apartment with private gym and concierge service in Moorgate
A four-bedroom house in Hermitage Gardens with three reception rooms and landscaped gardens
A seven-bedroom Grade II-listed property with a separate self-contained apartment
A five-bedroom Victorian house with three reception rooms and galleried landing, £695,000
A six-bedroom farmhouse with five acres of land in a former cloth-making village