Vodafone Connect Limited Complaint - Being charged for incoming calls whilst abroad

Review by Lyons on 2001-01-20
CROYDON, ALASKA -- I am writing this letter with regard to my phone bill dated 15/01/01, I am very unhappy that I have been charged for recieving calls whilst on holiday in Lanzarote. I was unaware that I would be charged for someone ringing me. I did not intend to use my phone abroad for anything other that text messages but it seemed to be a more convieniant way of staying in contact with my partner whilst away, when he offered to call me on my mobile so as to save me money, I didnt give it a second thought other than it was it nice gesture from him, little did I know that it would cost me 200 on my phone bill. My partner was also charged for the calls he made, which seems unfair and ridiculous to charge me aswell. As it turns out it would have cost about the same for him to come on holiday with me! I can't understand that there is no bar or anything to stop this happening to people like me who are not aware of these charges, surely there should be. Why don't you keep customers informed properly? I have read all the correspondence you have sent me and I can't find anything that makes it clear that you are charged for recieving calls whilst abroad. I have spoken to one of your collegues in the Customer Services Department and I was extremely dissapointed with the service I recieved, Its is definately not what I expected from a company who claim to be committed to excellent customer service. I was basically told that I should have known to call before I went on holiday, but how should I know? Out of everyone I have spoke to about this matter not one person I spoke to was aware of this. I would have thought that I would be of some value to you as a customer, I have an average bill of about 100 per month, I always pay on time and up unit now I had every intention of upgrading my handset and renewing my contract for another year in March. Now I have every intention of taking my business elswhere and your loss will be another companys gain. I am that upset that I also intend to write to Watchdog so that maybe it will prevent other customers making the same mistake.
I had hoped for some sort of goodwill gesture, and expected some of these call charges to be waived but it seems this is out of the question and I am left to pay a 450 phone bill that I really can't afford.
I hope that you will have the courtesy to respond to this letter an apology at the very least for the distress this matter has caused would be appreciated.

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