Under 18 child signed up for phone upgrade
FrankChurchillshairdresser · 07/07/2017 17:49
DD has a phone for which I pay monthly on a 24 month plan. She lost the phone on a night out and I contacted the extremely well known provider to get it blocked.
The next day I rang a high street branch of the provider and asked if they would provide a replacement sim card if she went in to pick it up. They agreed. It transpires that while she was in the shop they signed her up for an upgrade on the account, took an early upgrade fee from her and sent her on her way with a shiny new improved phone - at a cost to me of 42.99 a month for 2 years!! All without my knowledge or permission! I am so angry, have lodged a complaint and waiting for a call from a manager. This just seems unbelievable that they can do this to a child!!! Does anyone know what will happen??
snoopypoodle · 07/07/2017 18:35
Did your DD go through any security with the staff or did they just bring the account up and upgrade her?
The account holder needs to be present in order to be able to take any action on the account.
You also have a 14day cooling off period for any contracts/upgrades. Which network is it?
How old is your DD?
snoopypoodle · 07/07/2017 19:53
And once you've established all the facts and are confident In everything do not back down!
I once worked in a call centre and had a v upset elderly lady call who told me about how she went into a shop to check something and left with a 12month sim only contract without even realising it! She raised it with the store and kept being put off and sent home until the 14day cease period ended and then got told they can't do anything!
They're cheeky so and sos!!!
FanSpamTastic · 07/07/2017 19:57
If I was you I would actually go straight to the top. Every mobile company has a regulatory department. Call their head office on Monday and ask to speak to someone in "Regulatory" and explain that you wish to lodge a complaint about breach of your data.
Alternatively follow their normal complaints process - details should be on their website e.g. Vodafone
DrMadelineMaxwell · 21/07/2017 18:24
Are you placing any of the blame with your DD here too? At 17 she is a minor and yes, the shop is clearly in error, no question.
But your DD also knew that she was going in to collect a sim card only, I assume, and therefore was in the wrong also to agree to whatever she agreed to. At 17 she's surely old enough to know that she was clearly in the wrong.
Hope the shop sorts this out for you asap.
wrenika · 21/07/2017 19:18
She can't legally sign up for an upgrade so hopefully you can get this sorted out easily with customer services. My OH worked for one of the mobile companies, and he used to have under-18's attempting to sign up because they thought they could fake it by calling the sales line rather than going into the shop. They were weeded out and denied; there can't be a contract made with someone under 18. It's not legal.
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