Two weeks ago, Roger Shaw wrote about his partner’s mother’s large mobile phone bill and his concern that Deaf people might be running up huge bills for using the internet on their phones without realising it.
Here, he gives an update about what happened when they went to the shop to try and sort out her contract, which sheds further light on just how hard it can be for Deaf people to resolve these issues.
Fingers crossed the problem is partly solved now but it took a whole day, two visits to the Vodafone shop and some heated phone calls.
The people in the shop on the first visit listened to the problem and told us that while the oldest contract could be cancelled, the newer one runs for another year.
They said that the easiest solution would be to increase the data allowance on that phone to stop the excess charges.
Unfortunately they said they can’t cancel contracts in the shop – it has to be done by phone.
My partner’s exasperation was visible at this point, as he explained that his mother (who was with us) is deaf and cannot speak, and therefore cannot phone to cancel. Also, the Vodafone online help chat person had said that the contract could be cancelled in the shop (after he had asked to speak to my partner’s mum on the phone and we had explained yet again that she can’t speak or hear).
One member of the Vodafone shop staff was very helpful and said we could set up a password for my partner, so he could act on his mother’s behalf when ringing up to cancel.
My partner signed all this to his mum and we left. Everything had seemed much easier than I expected.
We all went for a nice meal in a pub, then took his mum home and phoned the number we had been given to cancel the contract. We were on hold for ages and ages, then the person on the other end asked for a couple of digits of the PIN password for security.
We gave the numbers, but they then said they were incorrect. (They weren’t, I was there when my partner told the staff member, and we wrote them on a piece of paper). We tried a couple more times, then the person on the end of the line rudely told us we were wrong and had exceeded our attempts and hung up.
So, we went back to the Vodafone shop and tried to keep calm. We waited patiently and quietly for someone to talk to, explained the problem and the staff member seemed confused.
I asked if there was any other way to cancel the contract, by letter maybe? She said they used to do that, but not any more.
Could we cancel by email? They said no.
My partner was about to explode at this point, so I suggested we call the cancellation number from the shop. So we did.
We had another long wait on hold and then someone answered and we had the same problem.
This time, however, my partner wasn’t having any of it, he told the person on the other end of the line that we were back in the same shop where that very morning they had set up the PIN number.
He quietly asked the young assistant in the shop if she could speak to her colleague on the phone, but she declined.
Then the member of staff who had set up the PIN reappeared from the back and my partner asked her to talk to her colleague on the phone. She did this and even she seemed annoyed by the person on the end of the line.
She furiously typed some notes on the computer, had a few more abrupt words on the phone and hung up. She explained that the contract would be finished in 30 days. We thanked her for her help and left.
I am still annoyed that this company seems to make it easy to create a contract but very difficult to end one if you are unable to talk to them on the phone.
Are other mobile phone companies equally unhelpful to deaf customers?
Roger Shaw describes himself as “a guy whose partner’s mother is deaf and has attended a few deaf events, and have failed to learn sign language (I apologise.)”
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bozothewondernerd
January 26, 2016
Hindsight is, of course, a wonderful thing, but this story (which is sadly not unique) demonstrates why, in my view, it is dangerous to EVER enter into a mobile phone contract. I strongly recommend to EVERYBODY – but ESPECIALLY Ddeaf people – that they find a Pay-As-You-Go deal that suits them. While it may cost a little more on a month-by-month basis you KNOW that the most that they can take from you is your current credit.
(If I had my way, I’d have a PAYG deal on my landline as well (for the same reason) – but, alas, that doesn’t appear to be an option.)
Rob
January 26, 2016
Oddly. Last year I decided to do just that. I walked into the shop and simply bought a new phone…and asked for the cheapest sim card. Put 20 pounds on credit. Since then never had to top up! My credit is still 17 pounds. So my expensive smart phone has paid for itself in huge savings. But the shop did try and get me on a contract. I kept refusing insisted on a simple pay as you go. I will never do contracts again.
Rob
January 26, 2016
Trust me. Having no family alive in uk…and single . Being deaf is not funny in the 21st Century UK. I have been reduced to a gibbering wreck of a human being. Now it just takes just one more stupidity and I am ready for a nervous breakdown through sheer stress and frustration.
markbutterworth
January 26, 2016
Could it be cancled using VRS which Vodafone have? http://www.vodafone.co.uk/accessibility-services/restricted-hearing/
I have had issues with Vodafone in the past, they can be very rude.
Roger
January 26, 2016
Thanks Mark,
Just had a look at that and it could have been very useful and saved a lot of time.
Surprisingly none of the many people I have contacted at vodafone suggested it.
Do wonder though if VRS could be used to cancel a contract and will try to find out.
Debbie Challoner
January 26, 2016
The EE shop in Castlepoint, Bournemouth. To set up an account you need to speak with someone on the phone, but when I explained I could not hear very well, they said they would speak for me on my behalf. They were so helpful and understanding.
I have tried to cancel other things like insurance by email which wasn’t so easy. The emails kept coming back please ring such and such number. I don’t think it is just phone companies.
pennybsl
January 26, 2016
Emphasize with your partner, Roger.
I’ve lost hundreds of pounds in the past 2 decades with Carphone Warehouse, Vodafone, O2 and EE due to the unbelievably rigid monthly pay tariff contracts when problems arose, with no way to resolve those for Deaf customers; just had to wait for the contracts to finish.
Actually this month, I’m having real issues with my local GP Surgery, EE and HSBC – they seemed to have thrown out good practice in the past – just dumbfounded I cannot win as a ‘third party’ isn’t allowed…………it certainly feels like the pre-minicom days.
Those of you who know me, in my current circumstances, would recognise that it’s not helpful at all.
But Roger, your update is important – you’ve perfectly illustrated a customer’s nightmare…..the tensions between shop staff and ‘wherever’ off site staff.
For deaf customers with health issues, the implications of rigid, increasingly faceless communication are huge.
This deserves wider media attention.
Rosie Malezer
January 26, 2016
In Finland, our data plans are always unlimited at no extra cost, but the amount of rude people in business these days towards Deafies is beyond ridiculous. Even government employees are rude as heck, which is why I always have my hearing husband and his hearing mother with me at all times when I leave the house. They get to witness the treatment of the Deaf for themselves and spread the word.
I hope everything sorted itself out for you xx
Cathy
January 26, 2016
Iam so sorry this lady has had so many problems, but she certainly isnt alone!
You ask if other mobile companies are so difficult for deaf people to utilise? Well Iam deaf and I have found that 02 are pretty good. They always use the phone for me and they have sometimes sorted out passwords with no problem.
Personally, I dont like Vodafone as I had used them before and the service was not up to scratch for deaf people, in my book. This was a few years ago and I have been happily using 02 ever since.
Perhaps you would like to try out other mobile companies? There is no compulsion to use or to continue using vodafone. I hope you find a better company, for all of you!
Good Luck.
Gordon Hay
January 27, 2016
I went to O2 to cancel my partner’s contract, we both are Deaf and use sign language. At the shop we found out that cancelling a contract can be done by phone. The staff then asked for his manager and asked us to sit down.. Another staff approached us and called for us with our presence. A contract cancelled and smooth visit. That was a month ago.
bozothewondernerd
January 27, 2016
I wanted to double-check this before I posted it, but this morning I went into our local O2 shop and they confirmed (as I believed) that O2 cap the data charges on their Pay-As-You-Go phones to £1 per day maximum. This would of course be very reassuring for someone that uses Skype and the such to any great extent. (Of course, they also do various PAYG Bundles that include data.) Something else nice about O2 (I’m glad that others have praised them – I didn’t want to seem to be, ‘pushing’ them) is that they have, ‘auto-topup’ which automatically takes a pre-arranged fixed payment from your account when your credit drops below an agreed amount … so you don’t even have to remember to top up but can (of course) cancel the auto-topup whenever you like, giving you the complete control that you’ll NEVER have with a contract.