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  • FIRST POST
    • BNA
    • By BNA 6th Oct 16, 12:05 AM
    • 5Posts
    • 0Thanks
    BNA
    A huge mobile bill from Vodafone , now debt collector
    • #1
    • 6th Oct 16, 12:05 AM
    A huge mobile bill from Vodafone , now debt collector 6th Oct 16 at 12:05 AM
    Dear Forum users ,

    Please help me .
    Back in March 2015 i found out that my son's phone has been block due to a very high bill form Vodafone .£ 2323.78 for a data usage . We were not abroad and he was in school during the day . I have contacted Vodafone , have written the complained letter , but no good outcome . Last time I have spoken I have been promised that someone form head-office will call me . However , later I have received a letter that my contract now terminated and now my bill is £ 3224.64.
    I have contacted them again and I was promised that someone will call me back .
    I had to replace the mobile hand set in a mean time .
    Today I have received a letter form debt collector giving me 7 day to pay , but in reality its only two days left .
    What do I do ?

    Sorry if I have repeated someone posts and threads,

    Thank you
    Nadia
    Last edited by BNA; 06-10-2016 at 12:23 AM. Reason: I a have tried to used the formal Vodafone site to get the reference number , but unsuccessful.
Page 1
    • KingS6
    • By KingS6 6th Oct 16, 1:36 AM
    • 394 Posts
    • 332 Thanks
    KingS6
    • #2
    • 6th Oct 16, 1:36 AM
    • #2
    • 6th Oct 16, 1:36 AM
    Hello Nadia.

    So you have you received the bill in error?

    What was the result of you sending a complaint letter? Did Vodafone write back to you with their view?

    If it's been more than eight weeks since you started the complaint and you've not achieved a satisfactory result you can refer the case to the Ombudsman service free of charge and let them adjudicate. However when was the complaint first made?

    May I ask why you "had to replace" the handset?

    When did you speak to head office?

    Is Vodafone only chasing the debt now despite the bill first being issued in March 2015?

    Why are they only terminating the contract more recently?

    Do you have the dates of when all your communication with Vodafone took place?

    Have you been making repayments or are you still disputing outright?

    Whether the debt is your fault or not you now have a serious amount of debt against your name. Please contact Citizen's Advice Bureau with all the information. Also seek specialist advice from the debt charities.
    • BNA
    • By BNA 6th Oct 16, 6:38 AM
    • 5 Posts
    • 0 Thanks
    BNA
    • #3
    • 6th Oct 16, 6:38 AM
    • #3
    • 6th Oct 16, 6:38 AM
    Dear KingS6 ,
    Thank you for your reply.
    Vodafone insisting that the bill was not an error . The amount actually was of £ 2824. 78 was during two weeks period (for data usage). I have looked at phone usage since I have took the contract and is was very high throughout the day and night .That mean he has to be on a phone constantly. I have wrote again to them and still the same .
    The first letter dated on 30/05 , as I was trying to get reasonable reaction from the company .

    The handset I have replaced because it was a faulty trough insurance i took through carphonewerehouse , however the did not want to help in my case either ,

    I have not speak to the head office , they never call , in fact no one ever called me back .I have given my mobile number . They only were sending text to my son's blocked phone .

    The Vodafone has cancelled my account back in February , despite me calling at the number provided and believing that Vodafone will be sensible .

    Yes Vodafone chasing me only now for the bill back in March 2015.

    I have predominately all dates of the call , many times I was just cut off , after waiting to speak to someone .

    No , I have not made any repayments I was paying only my monthly amount per contract before the termination , and I am disputing the whole amount as its unreasonable .

    My may concern what do I do with debt agency as Vodafone have sold my account .
    Do you think I can get a solicitor to help me fight ? ( not sure where to find a good one) , hos/her fees would not be £ 3000 .

    Thank you
    Nadia
    • mobilejunkie
    • By mobilejunkie 6th Oct 16, 9:20 AM
    • 7,054 Posts
    • 2,148 Thanks
    mobilejunkie
    • #4
    • 6th Oct 16, 9:20 AM
    • #4
    • 6th Oct 16, 9:20 AM
    The whole amount doesn't sound unreasonable. You contracted to pay for excess use when you took out the contract. You drastically went outside the bundle. They reasonably billed you for the amount used and you refused to pay.

    Whilst Vodafone's complete lack of customer service is well established and appalling, why are you complaining and refusing to pay a legitimate bill? Why are you surprised that it has spiralled in terms of the amount and is now with debt collectors? Why on earth did you get a mobile contract - which is a blank cheque book - for a child in the first place?

    You could follow the constant advice and contact the WRT who may help (see main Vodafone Complaints Thread), but legally they don't appear to be acting "unreasonably" - it's more appropriate to label you "irresponsible". By the way - your credit record is now trashed externally for the next six years.
    Last edited by mobilejunkie; 06-10-2016 at 9:23 AM.
    • Herongull
    • By Herongull 6th Oct 16, 9:49 AM
    • 1,265 Posts
    • 713 Thanks
    Herongull
    • #5
    • 6th Oct 16, 9:49 AM
    • #5
    • 6th Oct 16, 9:49 AM
    If you are sure the bill is wrong you should follow the dispute procedure:
    https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/dispute-a-phone-internet-or-tv-bill/

    Also worth trying to contact the vodafone rep on this forum.

    Children can go though a lot of data if they using video. Have you spoken to your son? Are you certain the bill is actually wrong?

    I know this is shutting the stable door but in future only give children PAYG phones. Never allow a child to have unsupervised access to a contract phone
    • dazzaofdagenham
    • By dazzaofdagenham 6th Oct 16, 10:50 AM
    • 907 Posts
    • 331 Thanks
    dazzaofdagenham
    • #6
    • 6th Oct 16, 10:50 AM
    • #6
    • 6th Oct 16, 10:50 AM
    If you are sure the bill is wrong you should follow the dispute procedure:
    https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/dispute-a-phone-internet-or-tv-bill/

    Also worth trying to contact the vodafone rep on this forum.

    Children can go though a lot of data if they using video. Have you spoken to your son? Are you certain the bill is actually wrong?

    I know this is shutting the stable door but in future only give children PAYG phones. Never allow a child to have unsupervised access to a contract phone
    Originally posted by Herongull
    Isn't that last statement a bit harsh.

    Some children are responsible and know the value of certain things and when / how to use a handset.
    • ballyblack
    • By ballyblack 6th Oct 16, 11:45 AM
    • 3,009 Posts
    • 1,499 Thanks
    ballyblack
    • #7
    • 6th Oct 16, 11:45 AM
    • #7
    • 6th Oct 16, 11:45 AM
    but in future only give children PAYG phones.
    Or just get a capped contract such as Tesco mobile. Phone will shut off automatically when a limit set by YOU is reached

    Simples!
    • d123
    • By d123 6th Oct 16, 12:16 PM
    • 5,784 Posts
    • 3,786 Thanks
    d123
    • #8
    • 6th Oct 16, 12:16 PM
    • #8
    • 6th Oct 16, 12:16 PM
    Isn't that last statement a bit harsh.

    Some children are responsible and know the value of certain things and when / how to use a handset.
    Originally posted by dazzaofdagenham
    Whilst it could be seen as a bit harsh, it's true..
    Dave
    ====
    • dazzaofdagenham
    • By dazzaofdagenham 6th Oct 16, 3:55 PM
    • 907 Posts
    • 331 Thanks
    dazzaofdagenham
    • #9
    • 6th Oct 16, 3:55 PM
    • #9
    • 6th Oct 16, 3:55 PM
    Whilst it could be seen as a bit harsh, it's true..
    Originally posted by d123
    No it isn't true in all cases...
  • Vodafone
    Hi BNA,

    So we can help you with this issue, please email us via the Contact us form here.

    To access the form you'll need to enter the code WRT135.

    As well as stating your query in the question box, please also quote "MSE Forum".

    Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

    Thanks,

    Nathan

    Social Media Operations

    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • BNA
    • By BNA 8th Oct 16, 3:40 PM
    • 5 Posts
    • 0 Thanks
    BNA
    Dear Nathan ,
    This is my reference number
    Re: WRT135 [#14381182

    Thank you

    Nadia
    • BNA
    • By BNA 8th Oct 16, 3:56 PM
    • 5 Posts
    • 0 Thanks
    BNA
    A bit harsh!
    Dear Mobilejunkie,

    Thank you for your quite harsh reply .
    I am not sure if you are a parent , but if you are then you could understand a peer pressure ( this is regarding a contract ) .
    Regarding my comment about unreasonable amount ( which in two week I think is still is ) , I went to a Vodafone store and have spoken with two young sales consultants about the usage ( my knowledge is 0) .Only after this I have wrote .
    I may be was irresponsible , but its was only the way foe me to try to give him as a single parent something that other children have . For me now , I am more worried about his health as he is concern how I am going to pay this bill , possible court and ect.

    Kind regards ,

    Nadia
    • mobilejunkie
    • By mobilejunkie 8th Oct 16, 5:56 PM
    • 7,054 Posts
    • 2,148 Thanks
    mobilejunkie
    Then you shouldn't have put him in that position in the first place. One crucial lesson for anyone is that peer pressure is not something to succumb to. Or perhaps that is now his norm? Keep up with the Jones's and conform to what everyone else expects regardless of the consequences or your own preferences and circumstances? That will develop a very week personality. Though not a wolf, I'd never want to have grown up to be a sheep.
    • d123
    • By d123 8th Oct 16, 8:28 PM
    • 5,784 Posts
    • 3,786 Thanks
    d123
    Dear Mobilejunkie,

    Thank you for your quite harsh reply .
    I am not sure if you are a parent , but if you are then you could understand a peer pressure ( this is regarding a contract ) .

    Kind regards ,

    Nadia
    Originally posted by BNA
    Peer pressure? So your child has to take the paper bill into school to prove to the other kids that they are on an adult contract?

    You don't realise that there are PAYG plans with allowances (just like a contract) or even capped contracts that can't be exceeded on the market?

    Perhaps you should leave the open ended contracts for adults who pay their own bills and keep the child on a suitable plan that isn't the equivalent of a blank cheque or credit card...
    Dave
    ====
    • BNA
    • By BNA 8th Oct 16, 11:28 PM
    • 5 Posts
    • 0 Thanks
    BNA
    This what I have found on Vodafone own website :

    ''If you use up your inclusive roaming data allowance, we’ll notify you and prevent any further data use until your monthly allowance renews.

    If you want to continue to use data while roaming, you can buy a Data Extra, or opt out of the data cap so that you’ll just pay our standard roaming charges for the country you’re in. See our data charges page for details on how you can keep using data.''

    Why nobody notify me ?
    My phone contract with a different provider and they do notify me and my other son .

    I had a very bad experience with Vodafone 10 years ago and said I would never come back to this company . I really regret I did again , but this time with a severe damage .

    I don't need to be told how bad I am , etc , what would be kind an advice and if possible, a resolution .
    I have learnt my lesson so is my son .

    Many thanks
    Nadia
    • d123
    • By d123 9th Oct 16, 9:50 AM
    • 5,784 Posts
    • 3,786 Thanks
    d123
    This what I have found on Vodafone own website :

    ''If you use up your inclusive roaming data allowance, we’ll notify you and prevent any further data use until your monthly allowance renews.

    If you want to continue to use data while roaming, you can buy a Data Extra, or opt out of the data cap so that you’ll just pay our standard roaming charges for the country you’re in. See our data charges page for details on how you can keep using data.''

    Why nobody notify me ?
    My phone contract with a different provider and they do notify me and my other son .

    I had a very bad experience with Vodafone 10 years ago and said I would never come back to this company . I really regret I did again , but this time with a severe damage .

    I don't need to be told how bad I am , etc , what would be kind an advice and if possible, a resolution .
    I have learnt my lesson so is my son .

    Many thanks
    Nadia
    Originally posted by BNA
    Why are you quoting passages about roaming?

    You do know roaming means using your phone in a foreign country and not in the UK?
    Dave
    ====
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