I am writing to complain about not being adequately informed
about the changes to my call tariff and the wrong information
given by the service provider.
In October 2001, having bought two mobile phones from Dial-A-Phone
Limited, Highgate Road, London, I took up a call plan with free
600 minutes off-peak call and 50 text messages. The main reason
for selecting this 12-month contract (with Cellular Operation
Limited) was that I am a frequent user of 0800, 0845 and 0970
numbers and these numbers were included in the ‘free 600
off-peak minutes’. Due to financial tightness, I monitor
my calls closely every month. I also have registered with your
on-line mobile account – ‘www.mymobiles.co.uk’.
In early July, I logged into my internet account, and I realised
that some calls that were previously included in my free minutes
(i.e. 0870-, 0800-, 0845 etc.) had been charged for from 1st July
2002. I contacted Cellular Operations Ltd to query this and the
representative told me that none of my off-peak calls had been
charged for, including specific calls made in July. I was told
that 0800 numbers were still inclusive in the ‘free minutes’.
Later, when I received my phone bill on 1st August 2002, I was
very surprised to see charges of £29.22 for the first mobile
phone, and £42.59 for the second mobile phone. I expected
these bills to amount to about £0.69 and £0.41 of
charged calls, plus the monthly line rental of £11.99 each.
My phone bills should therefore have been less than £20.00
each.
I believe that I was given incorrect advice in July, if I had
been told that those calls had been chargable since 1st July,
I would not have called any of the 0800, 0870 or 0845 numbers.
I therefore called Cellular Operations Limited on 2nd August 2002.
The representative on this occasion insisted that I had been informed
about the changes within my March invoice. He also denied that
there was a record of the queries I made to them in July (He said
under my account record, I didn’t make any enquiries in
July at all!). When I asked him about termination of my contract,
as the changes to the Agreement were to my disadvantage, he insisted
that I am liable to pay for the remaining line rental until the
end of the initial 12-month period.
On calling on the 3rd August 2002, the representative stated
that I was informed in June’s invoice about the changes.
Again, June’s invoice does not advise this. The representative
confirmed that my account record included the previous enquiries,
but she denied that this was the operator’s mistake.
It is clear to me that the representatives I have dealt with
have not been adequately advised about the service Cellular Operations
Limited provides. I have also found them on occasion to be rude,
unhelpful and impatient, with telephone messages frequently not
being returned.
On 5th August, at my request, the St. Albans District Citizens
Advised Bureau spoke with Mr Ian Payne who has established that
the only notification I have received of the change in tariff
is within the ‘frequently asked questions’ of my May
invoice. However, the statement does not indicate when those calls
(0800, 0870 & 0845) would be excluded from the ‘free
minutes’.
I believe the notification provided was inadequate and I believe
you have mislead me causing me to make calls worth £53.50
since 1st of July, which I would otherwise not have made.
I then wrote a complaint letter (as above) on 6th August to the
cutomer relation's manager, I also requst for advise on what actions
the company propose to take to address the confusion that appears
to exist between their representatives in order to prevent similar
occurrences in the future
I received the reply on 16 August, the representative, Mr. Kevin
Rouse. I extreme disappointment at the content of the letter.
The company attempt to blame Vodafone for the change in charging
structure, is, as they have now acknowledged irrelevant as my
contract is with Cellular Operation Limited and not Vodafone.
The suggestion in his reply that “As long as the information
is supplied to our customers, it is then up to our customers’
discretion to read the information given. However it was supplied
to you.”, I find insulting regardless of the legality of
supplying information in ‘small print’. I would contend
that the way of the specific information on 0800, 0870 and 0845
numbers was presented suggests unscrupulous and unprofessional
practice on the company part, with the deliberate intention that
customers would not normally be aware of the change.
Most importantly, I have been given the wrong information. As
long as I understood from their representative in July’s
phone call, the number 0800, 0870 and 0845 calls I made in July
have not been charged (or is it a purposely misleading information
for me to continue being charged for those calls?!!). The company
did not address this issue in their reply at all.
My payment for the bill will be on 22 August, am I really not
willing for £53.50 for those 'free minutes' call? I hope
you could give me advise on this.
