IT'S NO RIP OFF, SAY NETWORKS

Mobile networks have hit back at a Channel 4 programme that made a number of allegations against them.

Dispatches: The Mobile Phone Rip Off accused Vodafone, O2, T-Mobile and Orange of being responsible for cashback problems; sending in bailiffs and debt collectors when customers in expensive contracts, relying on cashback payments, were unable to repay the debt.

But the networks have angrily denied the allegations, insisting the programme was misleading.

A T-Mobile spokesman said: “We deal with cases on an individual basis and our preferred way of supporting customers who face this dilemma is to offer to transfer them to cheaper price plans. In extreme situations, we will consider additional measures to provide relief to customers.

“The number of complaints we received in March arising from cashback through dealers was
11. This is the lowest number of complaints since April 2007.”

A Vodafone spokesperson said: “Vodafone has had very little involvement to date with this. Approximately 9,000 Vodafone customers have been affected and all were quickly offered a ‘rescue’ package by Vodafone, which was similar to their previous price plan.

“Vodafone has now ceased trading with the only distributor that was brokering these deals on Vodafone airtime. Vodafone itself has not offered cashback for some years.”

The operators were also accused of being responsible for cold calling customers and for high termination rates. On the latter, an O2 spokesperson said: “Operators charge customers to make calls, it’s common sense; if the call uses another network to complete a call, the final network charges for this.

“Ofcom sets the rates for call termination, not us. The most recent decision was in March last year and caps the rates charged by mobile companies until 2011.”

The Carphone Warehouse and Phones 4U were also heavily criticised for mis-selling to
customers. The programme alleged salespeople were persuading customers to move from prepay to a more expensive option on contract, just so they can earn signifi cantly higher commissions.

Phones 4U marketing director Jim Slater disagreed with the content, but said he was pleased Phones 4U’s response was put forward.

“Though we did not agree with the programme’s content, some of which was incorrect and misleading, we are pleased our responses to its allegations were included.

“These reinforced that Phones 4U is independent and that prime importance is placed on delivering great customer service and value for money to its customers.”

But IMPDA chairman Chris Caudle praised the programme, saying it portrayed the networks
for what they really are. “It did very well to expose the devious things networks indulge in and the feedback I’ve had says networks are at the heart of the problem,” he said.

“I thought the networks shying away from making a comment on cashback, except T-Mobile, was embarrassing and didn’t show them in a good light. It gives the impression the networks are greedy and haven’t got the consumers’ best interests at heart.”