second fraud atteption for 1 year from your company

[terraterra]

Dear Vodafone,

I am writing to formally address a concerning issue regarding my account and services provided by your company. It appears that I am once again facing unjust billing practices.

On 10 October 2024, I received an invoice indicating that I exceeded my data allowance by 82GB. This claim is fraudulent, as my total data usage since 02 March 2024, across three SIM cards amounts to 184GB. Additionally, your electronic system has never indicated an excess in my data usage, nor does it show one currently.

Furthermore, I have experienced significant instability with my internet connection through Ziggo, with 73 disconnections in September totaling 44 hours and 29 disconnections from October 1 to October 10 totaling 34 hours. And problem is continue.

I would like to remind you that in April and May 2024, your company attempted to bill me for a nonexistent phone, which was stolen by your employees before delivery.

Given the circumstances, I kindly request the following:

1. A refund of 50% of the subscription fee for Ziggo communication services.
2. In light of the repeated fraud attempts over the past ten months, I ask for a waiver of all charges for Ziggo and Vodafone services for the next 12 months at current rates.

Alternatively, I propose the following:

1. Immediate termination of both contracts and compensation of €10000 for the distress caused by these repeated fraud attempts.
2. Should my concerns not be addressed, I will have no choice but to pursue legal action for compensation in the amount of €10000, along with the costs associated with legal representation.

I request that you consider my demands and respond by 25 October 2024. If I do not receive a satisfactory response, I will proceed with the unilateral termination of my contracts and initiate legal proceedings.

Thank you for your attention to this matter. I look forward to your prompt response.

[Ryan]

Hello @terraterra That seems like quite a situation! For this i would like to take a look for myself from the accounts in question. Could you add the costumernumber from the Vodafone and Ziggo account via this page? Then it would be added to your prive data.

[terraterra]

Added

[Ryan]

Thank you for sharing @terraterra!

First up, Vodafone.
There was a data usage in Germany around that period. Now fraud is a big word for the situation. We ping from the SIM card and the network that this usage is taking place. This cannot have been ghost usage. As my colleague had indicated, this is all registered from the network you were connected to.

Second, Ziggo.
I don't see any notifications from your Ziggo account that disruptions have been reported. Now that doesn't mean there was nothing! Only without a notification, we don't know what's going on and we can't claim compensation for this. We can send an engineer to check your connection and wiring. We have options for this between 8:00 and 13:00 or 12:00 and 18:00.

The consumption in the EU (outside the bundle) is registered with the SIM card. This has also been indicated before. For that reason we cannot reimburse this. These proposals are disproportionate. Furthermore, I think it is a pity that you include the loss of your device, since this was neatly resolved with you in May 2024 by means of a case.

[terraterra]

Once again, I did not consume 100 GB of data! It is listed in your bill. In the bill does not indicate whether I used the connection/roaming in Germany or not, there is just wrong information about data consumption. The traffic shown is inaccurate. This is false information. Issuing an invoice based on false information constitutes direct fraud. Let me remind you that such fraud is defined as "deception for personal gain." My demand remains the same – 12 months of free service as compensation for damages! I will absolutely not pay your fraudulent bill. In fact, until this situation is resolved, I will not make any payments to your company. You can take this to court, and I will, in turn, report this to the police. Furthermore, you also attempted to insult my intelligence. I've had enough! I'm waiting suggestions from you until end of this week. That's all!

[terraterra]

About Ziggo. As a IT specialist with more than 20 years of experience, I am certain that you are fully aware of the issues on your end, and my claims/notifications/reports are unnecessary for identifying them! It is enough to review the billing and system log files showing outages in your switches/commutators, which occur regularly.

Do you really want me to involve lawyers, who will demand these records from you? And to escalate this into an actual lawsuit?

Does this conflict really need to escalate to that point? If so, we can proceed in that direction. I am prepared to invest, and I am 100% confident that you will lose in court. You will be facing a conflict worth 20000 euros. Additionally, I will create a centralized website for class action lawsuits. We'll see what happens then.

[terraterra]

At this point, the only way left to mitigate the situation is to write off the invoices as paid and, of course, provide at least 12 months of free service. This will serve as a lesson for you, so that you can act more honestly in the future. Go ahead and deceive others, just forget about me!

[Carlien]

Good morning @terraterra 
 

I’m truly sorry to hear about the issues you've been experiencing with both services. I completely understand how frustrating this must be.

As my colleague @Ryan already mentioned, he explained the available options and how the data usage works with Vodafone. If you're still encountering issues with Ziggo's network, we’d be happy to send a technician over to assist you. However, without being informed about the specific problems you're facing with the network, we’re unable to provide the necessary help — that’s just how our process works.

If you're not satisfied with our responses and would prefer to pursue a legal solution, you have the option to take the matter to the Dispute Resolution Committee. They can assist in handling your case through an official legal channel.