Euro Traveller bolt-on came loose and we were suddenly cut off
We went to Barcelona for five days in June. We signed up for Vodafone’s Euro Traveller bolt-on at the airport, but it looks as if our account and number was breached and something like 6gbs has been downloaded in a short period of time, causing us to go over our 750mb limit. We face a bill of £5,556.74. Six weeks after our trip, and nearly a dozen phone calls on our side to Vodafone say we still owe them this sum. On 3 August, without warning, both my husband and I were cut off from the Vodafone service. He was on his way to a meeting and was unable to contact his client to tell him he was running late and had to try to find a pay phone to call him. This caused us acute embarrassment as we are a small company and every meeting and every client is very important to us. VJ, London
Vodafone quickly admitted it had made a mistake. It said the unexpected charges were a result of “the failure of its normal processes”. A spokeswoman said its Euro Traveller bolt-on doesn’t work with its older price plans. Staff should have recognised this and asked you to change to a more current plan. They didn’t do so in this instance, so Euro Traveller was not correctly applied. She said its systems also failed to cap the amount of data used. The company has credited your account for the amount you were wrongly charged and has offered to pay one month’s bill for each of you as a gesture of goodwill, totalling £80. You are delighted that the debt has been wiped clear, though you were initially unhappy with the level of compensation offered. But you accept that it will be hard to prove that Vodafone’s actions led directly to any loss of business so you have reluctantly decided to accept the company’s offer, but it is unlikely you will remain a customer.
You can email Mark King at email@example.com or write to Mark King, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Please include a phone number and an address.
Need a Loan? Visit Secured Loans Broker.
View full post on Free Secured Loans Advice