Vodafone – adding services without consent, charging for calls that should be free, and refusing to put anything in writing
Vodafone – adding services without consent, charging for calls that should be free, and refusing to put anything in writing
Switched to Vodafone in May. I asked for home broadband, two SIM cards, and a landline. During the two-hour sales call I specifically asked if all calls on the landline were included free of charge. I was told they were. I agreed to the contract on that basis.
Vodafone then failed to mark the broadband order as complete in their own systems. Result: no broadband visible on the account, no landline visible, call package inaccessible. No agent identified the root cause. I had to force the discovery myself after 3+ hours across 8 agents in a single chat session.
Meanwhile they billed me £11.19 in landline call charges that should never have existed — including £8.24 for a 70-minute call to Vodafone's own customer service number while I was trying to fix their mistake. £2.95 of those charges accrued after the formal complaint was already open.
They also added Vodafone Secure Net to both my mobile lines — free trial, auto-converts to paid after 3 months. I didn't consent to it. Asked for it to be removed multiple times. Still there. Also applied two 27-month discount structures to my lines without consent, modifying contract terms I never agreed to.
Their response to my formal complaint: confirmed two credits on the bill, said nothing else. No confirmation of what the credits cover. No commitment to fix anything. No written confirmation of what my contract actually consists of. Nothing.
Has anyone else seen this pattern — services added under free trials that silently convert to charges? Feels systematic rather than accidental.
CISAS filed. 28 July if they don't move before then.