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Vodafone Are Bullying Me To Pay Them ...
emmasam
Posts: 13 Forumite
I am desperate. I don't even know if I'm putting this in the right place. I am at my wits end and I could cry. Its the same old story that I keep reading on forums over and over ref Vodafone.
I'll try and keep it short - I've been a customer of Vodafone for years (in excess of 15). We use our phones for our business and every month spend approx. £200 (plus). We upgraded in November 12 and as part of the account had 2 x iphone 5s. Needless to say they didn't work properly. Both had different faults. We arranged an exchange with Vodafone in April. New handsets came and they've been fine. No problems.
On May 1st I received a bill for £380 (!) asking me to pay it by May 2nd for 'exchange - physical damage'. I immediately got on the phone to Vodafone to ask them what was going on. The crux of this is not one single CSR or CSA at Vodafone has been willing to help me. No one will take it on (and I've been told this by one of their agents). I sent a complaint in writing (as requested) and not one person has contacted me properly by letter, or email, to respond. I've asked for a copy of the technical report, photographs and the phones back so I can have them independently tested but my requests go nowhere. I finally, after a month of asking, got sent two identical photographs (ie of the same phone)! I already had mobile insurance (not with Vodafone) so could have exchanged them at no cost. I could also have taken them, myself, to the Apple Shop. I try to explain that I would not have exchanged them with Vodafone if it was going chargeable as I could have had them exchanged for free - or repaired even. Their 'Plain English' policy is quite clearly not 'Plain English' at all.
My complaint letter went in on the 2nd May. I've communicated with Vodafone no less than 26 times between 2nd May and today but get nowhere. On the 8th July Vodafone started putting black marks on my credit file despite my paying for my mobile services on time every month. (I have no problem paying my phone bill as that is only right). As far as I'm concerned my complaint about the £380 is very much still open as I've taken it to the Ombudsman.
I've called Vodafone again today as I've had a letter (at last! something in writing!) threatening me to pay my bill or else we'll be cut off completely on Monday. I've just paid my August bill (early) but feel as if my business is at stake here and I'm being bullied into paying for something I legitimately have a right, as a consumer, to make a complaint about. Everyone has a right to make a proper formal complaint if they're not happy about something. Its the law!
What am I going to do? I know once I pay the £380 (under duress) I'll never get it back even if the Ombudsman agrees with me. Can anyone help?
I'll try and keep it short - I've been a customer of Vodafone for years (in excess of 15). We use our phones for our business and every month spend approx. £200 (plus). We upgraded in November 12 and as part of the account had 2 x iphone 5s. Needless to say they didn't work properly. Both had different faults. We arranged an exchange with Vodafone in April. New handsets came and they've been fine. No problems.
On May 1st I received a bill for £380 (!) asking me to pay it by May 2nd for 'exchange - physical damage'. I immediately got on the phone to Vodafone to ask them what was going on. The crux of this is not one single CSR or CSA at Vodafone has been willing to help me. No one will take it on (and I've been told this by one of their agents). I sent a complaint in writing (as requested) and not one person has contacted me properly by letter, or email, to respond. I've asked for a copy of the technical report, photographs and the phones back so I can have them independently tested but my requests go nowhere. I finally, after a month of asking, got sent two identical photographs (ie of the same phone)! I already had mobile insurance (not with Vodafone) so could have exchanged them at no cost. I could also have taken them, myself, to the Apple Shop. I try to explain that I would not have exchanged them with Vodafone if it was going chargeable as I could have had them exchanged for free - or repaired even. Their 'Plain English' policy is quite clearly not 'Plain English' at all.
My complaint letter went in on the 2nd May. I've communicated with Vodafone no less than 26 times between 2nd May and today but get nowhere. On the 8th July Vodafone started putting black marks on my credit file despite my paying for my mobile services on time every month. (I have no problem paying my phone bill as that is only right). As far as I'm concerned my complaint about the £380 is very much still open as I've taken it to the Ombudsman.
I've called Vodafone again today as I've had a letter (at last! something in writing!) threatening me to pay my bill or else we'll be cut off completely on Monday. I've just paid my August bill (early) but feel as if my business is at stake here and I'm being bullied into paying for something I legitimately have a right, as a consumer, to make a complaint about. Everyone has a right to make a proper formal complaint if they're not happy about something. Its the law!
What am I going to do? I know once I pay the £380 (under duress) I'll never get it back even if the Ombudsman agrees with me. Can anyone help?
0
Comments
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vodafone rep here should be able to help
---> http://vdfn.co/email - Please quote WRT135 - MSE in the subject line
What is the question here regarding credit files? Or is this thread in the wrong place?Free/impartial debt advice: National Debtline | StepChange Debt Charity | Find your local CAB
IVA & fee charging DMP companies: Profits from misery, motivated ONLY by greed0 -
Thanks Fermi. I don't understand your question though ... I'm paying my phone bills, in dispute over the exchange charge but they're still putting black marks on my credit file. As far as I'm concerned it isn't 'case closed' yet and I don't think they should be wrecking my credit score which was good. How can you stop them from doing this? I took a 'phone' services contract out with Vodafone (which I am paying for and am not in arrears) not a 'faulty handset' contract so I can't believe they're marking my file!0
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Thanks Fermi. I don't understand your question though ... I'm paying my phone bills, in dispute over the exchange charge but they're still putting black marks on my credit file. As far as I'm concerned it isn't 'case closed' yet and I don't think they should be wrecking my credit score which was good. How can you stop them from doing this? I took a 'phone' services contract out with Vodafone (which I am paying for and am not in arrears) not a 'faulty handset' contract so I can't believe they're marking my file!
If they billed you for it in the usual way then it is technically an unpaid bill and they're within their rights to report non-payment of it.
The whole argument boils down to whether you're liable to pay for the replacements of two, presumably brand new, phones.
If the Ombudsman finds you're not liable then clearly they should remove all black markers associated with the bill.
Just for the avoidance of doubt, you have made a complaint with the Communication Ombudsman and not Financial Ombudsman right?What will your verse be?
R.I.P Robin Williams.0 -
Sorry, missed the bit about the marks on your credit file on first read through.Free/impartial debt advice: National Debtline | StepChange Debt Charity | Find your local CAB
IVA & fee charging DMP companies: Profits from misery, motivated ONLY by greed0 -
Fermi - its a long post! I don't blame you ...
Mattye - We had the original phones for three months (brand new) - they issued us with reconditioned handsets (for the rest of the contract). It is the Comms O/Man yes. I don't think that Vodafone should handle this type of charge in the same way as defaulting on your mobile phone bill which I've always paid. I still feel I have the right to complain about something I am not happy with - and at the very least receive some form of communication from them before they start putting marks on your file which will affect me for longer than the life of my Vodafone contract.0 -
Fermi - its a long post! I don't blame you ...
Mattye - We had the original phones for three months (brand new) - they issued us with reconditioned handsets (for the rest of the contract). It is the Comms O/Man yes. I don't think that Vodafone should handle this type of charge in the same way as defaulting on your mobile phone bill which I've always paid. I still feel I have the right to complain about something I am not happy with - and at the very least receive some form of communication from them before they start putting marks on your file which will affect me for longer than the life of my Vodafone contract.
They will continue to report your account status while the dispute is going on though. You should file a notice of correction with all three agencies. That will mean all applications should then be deferred for human consideration and you can have your say about the information and why you believe it is incorrect.What will your verse be?
R.I.P Robin Williams.0 -
They will continue to report your account status while the dispute is going on though. You should file a notice of correction with all three agencies. That will mean all applications should then be deferred for human consideration and you can have your say about the information and why you believe it is incorrect.
OFT collection guidance states that they shouldn't report whilst it's in dispute.
CK💙💛 💔0 -
CKhalvashi wrote: »OFT collection guidance states that they shouldn't report whilst it's in dispute.
CK
I can see this:
"k. failing to cease debt recovery activity whilst investigating a reasonably queried or disputed debt when the debtor has, or appears as if he may have, valid grounds for the query or dispute46"
It doesn't say anything about not reporting to CRA's that I can see though. Unless that falls under part of 'debt recovery activity' ?What will your verse be?
R.I.P Robin Williams.0 -
I can see this:
"k. failing to cease debt recovery activity whilst investigating a reasonably queried or disputed debt when the debtor has, or appears as if he may have, valid grounds for the query or dispute46"
It doesn't say anything about not reporting to CRA's that I can see though. Unless that falls under part of 'debt recovery activity' ?
My interpretation is that 'debt recovery activity' would cover this, as it's registering late payment/default markers on reasonably disputed information.
I have successfully used this in court for a client before now.
CK💙💛 💔0 -
Wow. Thanks - everyone - for your input. I feel under incredible pressure to cave in and pay it but, morally, I just don't think it's right. I clearly think I have a legitimate case or I would not have gone to the Ombudsman. Therefore, as I have a reference number and a case open, in my eyes my complaint is reasonable and still being investigated until the Ombudsman decides otherwise.
What makes it worse is that I am paying my bills in full and on time. I am not a defaulter. I run my own business (small though it is) and this is seriously going to affect my credit.
Vodafone are the most uncommunicative communications company I've ever had the misfortune to deal with.0
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