Chat InformationYou are about to be connected to a online customer service adviser for Vodafone UK.

Chat InformationYou are now connected with Shailesh.

Shailesh: Hello, you're chatting with Shailesh, one of Vodafone's online customer service specialists. May I take your name please?

You: steve

Shailesh: Thank you

Shailesh: How may I help you today?

You: hi mate iam a bit annoyed that vodafone have breached my contracts with you

Shailesh: Could you help me withyour query?

You: i have an account with vodafone unlimited internet , i have found out on my own accord that you have now changed it to 500mb and that after the 500mb i will now be cahrged

You: i have had no written confirmation from you

You: and the change will take place in less then 30 days

Shailesh: We don't offer unlimited internet on any of our contracts

Shailesh: You get 500 MB to use every month according the fair usage policy

You: you have changed the terms my friend , it now says i will be charged , before it never said that

Shailesh: You will be charged extra only if you exceed 500 MB of data

You: You may end this agreement by writing to us if: (d) we change this Agreement to your significant disadvantage including the change or withdrawal of Services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply where the change relates to Services which can be cancelled without termination of this Agreement.’

You: you have changed the service , it will now cost money , before it never did

You: voda moda have confirmed this on your eforum

You: in the past if we went over 500mb nothing would happend , if we carried on going over the 500mb we would rcieve a letter or phonecall advising us we were going over the fup

You: now we are automatically charged

Shailesh: We never offered unlimited internet to our customers

You: how is that not a change to th service

Shailesh: How may I help you today?

You: could i have your employer number

You: i wish to complain about you

Shailesh: Sorry, I typed in the above sentence by mistake

Shailesh: What I'll do is transfer this chat to my Manager

You: please do

Shailesh: He will discuss this with you

Chat InformationPlease wait while I transfer the chat to Kais.

Chat InformationYou are now connected with Kais.

You: hello

Kais: Hi my name is Kais

You: hi kais

You: can you see my previous chat

Kais: Please give me a while so that I can go through the conversation

Kais: have read through your previous conversation and understand that you wish to cancel your agreement because of the pending changes to our data charging

You: well you seem to have broken our service agreement yes

You: you have changed the way the service works , which according to 11.d of my terms is a breach of our contract

Kais: I have checked this with the relevant team and confirm you that have not breached any of the terms and conditions of your agreement by introducing these charges.

Kais: The fair usage policy for the Vodafone Mobile Internet (VMI) bundle is not in the terms and conditions of your agreement and we have given the required amount of notice for the change to take effect (14 days), this does not come into effect until the 1st June 2010.

Kais: way the VMI bundle works is that customer's using over the 500MB allowance should always have been charged but up until now this has not been enforced

You: it doesnt state this in the terms and conditions and mods on your eforum when asked didnt give this reply

You: it is all over the eforum

You: in writting

You: for everyone to see

You: where in my terms and conditions does it state that if i go over the fup i will be charged

You: it clearly doesnt does it and now it does , is that not a big enough change

You: and your ''team'' has informed users different when asked on your eforum

You: iam sorry but i have it in writting , in black and white in section 11.d that i can cancel my contracts

You: also why havent i been told about these changes taking place what sort of operations is that??

Kais: I can assure you that you wouldn't have been exceeding the 500 MB limit so should not be charged

Kais: All customers will be notified about the change very shortly

You: hi karis i dont care what you can assure me the facts are

You: you have changed the service and brached my contract

You: it is in the terms and conditions please check them

You: vodafone have broken my terms

You: its simple

Kais: We have not breached the contact as we reserve the right to make review and change the charges

Kais: sorry if you feel this way but this is not the case

You: You may end this agreement by writing to us if: (d) we change this Agreement to your significant disadvantage including the change or withdrawal of Services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply where the change relates to Services which can be cancelled without termination of this Agreement.’

Kais: The fair usage policy for the Vodafone Mobile Internet (VMI) bundle is not in the terms and conditions of your agreement and we have given the required amount of notice for the change to take effect (14 days), this does not come into effect until the 1st June 2010.

You: i havent had any notice yet

You: i will be taking this further

You: offcom , watchdog , user forums

Kais: So you will be notified within 14-days of change

You: can i have your employer number please

You: i will need it for my case

Kais: You can call us on 191 free from your Vodafone mobile

You: i need your employer number

Kais: Sorry I'm unable to disclose any personal information over the chat

You: this is ridiculous its not personal and i need it for my records incase this goes to court

Kais: As I have explained this is Vodafone's current position, it is completely your choice if you wish to pursue this elsewhere

You: so how do i identify who i spoke to

You: and how do i complain about you

You: ????

Kais: You have the option to get the chat transcription at the end of this chat

You: ok well your not very helpfull so iam taking this further we may as well end this as your just giving me the run about at the end of the day vodafone have sold me a contract and changed the terms and conditions , they are at risk of loosing millions of pounds and are trying to fob customers off hoping they loose intrest and dont cancel , well i wont and i will chase this further

You: have a good day