Vodafone abuse of clients

Recently I have had a few clients who have wanted to discontinue there telephone contract. It has been difficult for them and stressful to say the least when the telephone company has made it difficult to stop the contract and still takes monies from the bank account after they have been advised that their service is no longer wanted. On occasions I have been told that the contract is for 18 month and it can not be cancelled.

I will just comment on a recent case.

The Vodafone contract of Tony was coming to an end and he did not want to continue with the service so we contacted Vodafone and asked how to discontinue the contract. We were passed on to the cancelation department & we explained the case. We were told that if we did no want too continue we should put it in writing to the Vodafone central in Madrid. We did as we were told. The phone was cut off about the time the contract ended and we thought all was well.

Soon Tony received a bill for the last month of phone usage and a sanction of over 70 for terminating the contract. We rang Vodafone and were told because the letter arrived one day before the contract came to an end Tony was issued a fine. I was furious with the attendant and told him I would take this further on my client’s behalf because we had followed the instructions given by Vodafone. I contacted consumer’s rights organization and was informed of the Royal decree 899/2009, of 22nd of May which states “the client has the right to end the telephone contract before its end without any form of penalization and has the right of clear transparent information…”

As instructed by the Consumer’s Rights Organization sent a letter to Vodafone asking them to remove this illegal and unjust sanction and complained about the lack of information given by there agents about a possible sanction if the letter arrived a day before the contact came to its end (I understand if it come a day after the end date of the contract then you have to continue at least a month more with them).

Unfortunately at the Consumer’s Rights Organization they only speak Spanish. I have asked if they have a English speaking service and they do not have it yet but it is being proposed. You can visit their web page at http://www.ocu.org . it is very informative and covers most issues that affect us living in Spain.

About Patrick Vine

I am a Englishman living and working in Spain as a property consultant dealing with the technical and legal aspects faceing the expat communities living in the south Alicante & north Murcia areas. I am married to a wonderfull Spanish girl called Inés and have 3 children. Jessica, Rubén & Joshua.
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3 Responses to Vodafone abuse of clients

  1. Terry Turner says:

    I had a similar experience with Vodafone. They also attempted to take money for services I had not contracted. They also changed the conditions of my contract 3 months after it started and it cost me a lot of money.

    Fortunately I got the last bill before they could try it and cancelled the direct debit. They then ignored letters I wrote, as they had previously done, and so I just returned any letters they sent me.

  2. David Clarke says:

    Like Terry I tried to terminate a business contract with Orange in rthe UK. I had been with them 4 years and was no longer in business. I followed the contract and terminated giving 28 days notice. They said that a £200 disconnection fee was required! I refused and was blacklisted in the UK. The credit companies were not interested in my complaint and always take the side of the big companies.

  3. Patrick Vine says:

    Im not too sure how it works in the U.K. but here in Spain there are a few places a client can complain to. One is the Consumer’s Rights Organization. The web page is http://www.ocu.org they have a number of solicitors that can advise you on many subjects. I think if you are having trouble in the U.K. then you could ask at the Citizens Advice Bureau. Their wab page is http://www.citizensadvice.org.uk.

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