Friday 24 November 2017

Should I pay cancellation fee despite access fault?

QMaeve switched from Eircom to Vodafone at Home in November 2010.

She writes: "My experience with Vodafone at Home was frustrating. I was without internet access for long periods resulting in numerous calls to them, during which I had to power off the modem, reset the modem, etc in order to get access.

"During my final call, I asked that another modem be sent out as I felt that the modem itself was faulty. I was advised to buy another cable . . . Given that I had switched to Vodafone less than two months earlier, I didn't think that I should have to buy a cable and I decided, at that stage, to switch phone providers."

Maeve then received a bill with a cancellation fee of €315.45.

She was in contact with Vodafone for a number of months, but on receipt of a letter from a debt collection agency in July last year, she eventually paid up.

In her final letter, she advised that she had paid but registered her disappointment. She also requested that she be removed from the mailing list but notes that she has received four or five marketing calls since then.

AMaeve did cancel before her contract expired, and so normally would be liable to pay outstanding monthly charges up to the contract end date.

But Maeve claims she was not receiving the service she was paying for and that this should allow her to cancel without a fee.

Smart Consumer contacted Vodafone, which was quick to respond and offered Maeve a full refund. They said: "The customer didn't have the best customer experience so we have apologised and made sure that the issue was resolved to her full satisfaction and does not arise again in future."

Irish Independent

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