James Moore

53 Tompstone Road
West Bromwich
West Midlands
B71 3SW

09/03/2010

Vodafone
Telecommunications Ombudsman (Otelo)
Wilderspool Park
Greenall's Avenue
Warrington WA4 6HL

Dear Sir or Madam

Subject: Formal Letter of Complaint

Since October 2009, I have been having the following problems:

On the 21st October 2009 I visited the Vodafone store in West Bromwich, to send my Sony
Ericsson C905 mobile phone of for repair as I had no network signal, between the 21st October
2009 to now I only received text messages to say my phone was being returned to the store and
having returning from working away from home after 3 Months I checked with the Vodafone online
repair check service which stated the phone had been returned to the store but unrepaired, I then
visited the store on the 6th March to enquire about my mobile phone and after speaking to a sales
assistant she confirm that the phone was not at the store and didn’t believe it would of been
returned as it was unrepairable, after speaking to the manager I was appalled to hear the manager
say “Its been 4 Months if it has been returned we are not going to keep it forever” , then after I
explained how I had no contact of Vodafone he started to check recycle bins to see if the Mobile
had been thrown away, Which is past disbelief when its not the Managers nor Vodafone’s mobile
to just dispose of without permission.

Then after reviewing my online bill on the 27/02/2010 I noticed that I was going to be charged for
an upgrade and tariff which I had received around the 14th January and was returned within the 7
days of the contract, on the bill it stated from 14th January – 7th March, after speaking to a
customer service adviser at Vodafone, agreed that the bill wasn’t right and was going to deduct
£66.74 from the bill and assured me the direct debit on the 1st March would be taken out corrected
and as I required they apparently cancelled the contract from my account.

However, on the 4th March I was informed by my bank that the direct debit still went out at the full
amount of £133.50 and not £66.76 with the £66.74 I was to be deducted, After speaking to another
customer service adviser I was informed that the contract was not cancelled and that the amount
owed was in fact £96.74 and I would be returned back into my bank account within 10 working
days.
After being a valued Vodafone customer for sometime, I am very disappointed with the service and
treatment I have received over the last 4 months from yourselves and believe I am entitled to a
replacement Mobile and compensation. Please review my complaint in accordance with your
complaints procedure. Please respond within the next 14 days. If you fail to respond in this time, I
will have no option but to consider taking the matter further and seek legal advice.

Yours sincerely

James Moore

Account reference: 268856726/00001

Mobile Numbers: 07748592991, 07909954991
Enclosed docs: Vodafone repair booking record