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Vodafone – I’m disgusted – Ruining my life (And im not kidding either) - UPDATE
thedalmeny
Posts: 235 Forumite
I’ve about had enough of Vodafone, this 4 week saga has seen me:
- Put on hold for hours on end
- Record letter via Royal Mail sent ignored and never replied to
- A letter by fax completely ignored
- A letter by fax asking for receipt of the previous letter.. Again ignored.
- People not knowing what department to escalate things to, because they simply don’t know how things work in their own company
- People in one department clearly seeing what im saying, people in others not.
- Being promised to be call back, never to materialize
I’m hoping that this story may be seen by the Vodafone MSE user, or even that users on here may have some advice. Perhaps another route legally i could take. As i’m not stopping till this is resolved, as it’s ruining both mine and my wifes life at the moment.
Back in 2007 i had a Vodafone account, i went abroad to France with the wife and during racked up a massive phone bit. A bit angry about that, i decided to cancel my Vodafone account.
Upon ringing up Vodafone i asked whether i could cancel and pay the remaining balance of the contract over a period of 3 months in 3 parts. I was told this wouldn’t be a problem. Informed i had to ring back on my bill date to do this. In addition, i asked about and was told very clearly that this would have no adverse affect on my credit history. That it was simply an informal agreement with Vodafone to clear the cancelled balance.
The payment structure was as follows
- Initial payment (29th of June): £100
- 29th of July: £60.10
- 29th of August: £60.10
- 29th of September: £60.10
How i paid:
- Initial payment of £100 as agreed.
- 29th of July: I paid £80.30 instead ahead of schedule on the 7th of July
- 29th of August: I paid £40 instead ahead of schedule on the 9 the August . To equal the total payments to roughly £120, 20 days ahead of the agreement schedule for the 2x £60.10 payments.
So far so good, i’ve not only cleared £220 so far. But i have done so a full 20 days ahead of what was originally intended.
In September i unfortunately received quite a large electricity bill, so i rang up Vodafone and asked if i could delay payment of the 3rd payment till October or November as i had to clear the electricity bill. I was again told this would not be a problem, again that this would in no way be added or affect my credit history.
Fast forward:
I ring Vodafone up sometime November to make final payment of £58 – i’m then told that it has been passed to a debt collection agency. The note stupidly had not been added to my account that i had agreed to pay it in November. Lots of apology, i’m told that it is Vodafones mistake and it will be rectified. Again inform that this would not affect my credit history, that it would be dealt with. I had to make payment through the agency however, as Vodafone were unable to receive it due to being passed on.. No probs.. Did that.
Wind up to present day:
I check my credit report using Experian, myself and the wife are looking to buy a house and it was recommended by our mortgage broker.. Always good to check it so all addresses are correct, you’re on the electoral role.. No accounts have incorrect information, etc.
I noticed that there is a Satisfied “Default” from Vodafone, shock horror i think..
I contact the Vodafone collections department, who submit a form to the QA department to get the Default removed. Even told by the collections department that my account is on an old system, so there may be a good chance that notes have been lost. As they switched to a new system.
Few days later i call Vodafone back, the QA department out of a “Gesture of good will” have removed the default as my payment history with Vodafone was always perfect.
They have however left the “Special Instruction Indicator” and a mark of “5 Months Late Payment” – which in terms of affect on your credit history, is almost as bad as a Default.. Cheers..
I ring back numerous times to the collections department, even send a recorded letter to the QA department at the HQ. No response at all. Even when i speak to a manager in the collections department – who pretty much did everything but agree with what i was saying and said he’d contact the QA department to get it sorted.
Now the QA department have added another note, stating the 5 months late payment and Special Instruction Indicator will remain. Despite the fact i was told that the part payment i agreed when cancelling in 2007, would have NO affect or note on my credit history.. Not to mention, they put on the note that i had fail to meet payment dates, this is almost laughable:
They noted that i failed to make payment on the 29th of July and 29th of August of £60.10 on each date.
What they couldn’t do is figure out that when i had paid £80.30 on the 7th of July and £40 on the 9th of August.. That the amount adds to £120.30 – which is basically the same amount i was due to pay on the 29th of each month.. Simple maths.. Add the two figures together.. Not to mention, i paid 20 days ahead!... So i pay ahead of schedule... I paid in line with original agreement.. Over £200 worth.. But no.. I then ignore vodafone completely for the remaining £58 and let it goto a debt collection agent... Perhaps a little common sense applied would realize that while it wasn't noted, i perhaps did ring vodafone regarding the last payment and my electricity bill.. And i was told it was quite alright to pay the remaining balance in October / November.
They also have a note on record that i said i’d ring in August and pay £100.. Why on earth would i be paying in line with the amount and plan agreed, with my payments clearly showing that.. It just doesn't make any sense.
I’ve had a letter sent 1st class delivery ignored which was sent to Pembroke house address to Quality Assurance.
I’ve had a fax ignored which was sent to a manager in QA dealing with my case at 01635 238402
I’ve then had a further fax ignored – as i sent a further fax asking for receipt of my original letter.
I’ve been passed from pillar to bloody post on this, i’m absolutely disgusted with the way i’ve been treated.. I’ve been patient over the course of a month.. I can’t quite believe a company has such a lack of respect for people.. I would never in my life treat one of the customers the company i work like this, i’d be sacked if i did..
I've not only given them my mobile number.. I've given them.. Work fax number, work number, home address, email address and my work address.. Plenty of mediums here they could contact me on.
I was contacted Thursday by somebody in Customer Relations - again they agreed something was up with what i was saying.. So he went to contact the manager is QA and check up on the fax i sent, which detailed everything.. Still HAVE NOT HEARD BACK... Then if i ring back to find anything else, i got told a message will be passed forward as Customer Relations and the QA Department are not a customer facing team.. Then when i ring back to say i've heard nothing.. They tell me to write a letter.. Well you know what, i have.. 3 times.. All were ignored by both recorded post and fax.. THANKYOU, THANKYOU SO VERY MUCH.
I’ve not only noted to them all the details above – but i’ve also said in writing and verbally on the phone.. Check my credit history in full.. It’s immaculate.. Not a mark on it..Why on earth would i agree to a cancelation and payment like the above, if i’m so anal about my credit history.. Not to mention, i had a spotless payment history with Vodafone previously.. Why you ask.. Because i was specifically told, as i’ve kept repeating.. That i was told this WOULD NOT show on my credit report in any way shape or form, that it was “INFORMAL AGREEMENT” to pay the remaining of the account.
I feel like jumping off a bloody cliff with this. Vodafones mistake essentially stopping myself and my wife buying a house.. As a 5 month late payment and special instruction indicator essentially makes us ineligible for a mortgage with a good rate..
- Put on hold for hours on end
- Record letter via Royal Mail sent ignored and never replied to
- A letter by fax completely ignored
- A letter by fax asking for receipt of the previous letter.. Again ignored.
- People not knowing what department to escalate things to, because they simply don’t know how things work in their own company
- People in one department clearly seeing what im saying, people in others not.
- Being promised to be call back, never to materialize
I’m hoping that this story may be seen by the Vodafone MSE user, or even that users on here may have some advice. Perhaps another route legally i could take. As i’m not stopping till this is resolved, as it’s ruining both mine and my wifes life at the moment.
Back in 2007 i had a Vodafone account, i went abroad to France with the wife and during racked up a massive phone bit. A bit angry about that, i decided to cancel my Vodafone account.
Upon ringing up Vodafone i asked whether i could cancel and pay the remaining balance of the contract over a period of 3 months in 3 parts. I was told this wouldn’t be a problem. Informed i had to ring back on my bill date to do this. In addition, i asked about and was told very clearly that this would have no adverse affect on my credit history. That it was simply an informal agreement with Vodafone to clear the cancelled balance.
The payment structure was as follows
- Initial payment (29th of June): £100
- 29th of July: £60.10
- 29th of August: £60.10
- 29th of September: £60.10
How i paid:
- Initial payment of £100 as agreed.
- 29th of July: I paid £80.30 instead ahead of schedule on the 7th of July
- 29th of August: I paid £40 instead ahead of schedule on the 9 the August . To equal the total payments to roughly £120, 20 days ahead of the agreement schedule for the 2x £60.10 payments.
So far so good, i’ve not only cleared £220 so far. But i have done so a full 20 days ahead of what was originally intended.
In September i unfortunately received quite a large electricity bill, so i rang up Vodafone and asked if i could delay payment of the 3rd payment till October or November as i had to clear the electricity bill. I was again told this would not be a problem, again that this would in no way be added or affect my credit history.
Fast forward:
I ring Vodafone up sometime November to make final payment of £58 – i’m then told that it has been passed to a debt collection agency. The note stupidly had not been added to my account that i had agreed to pay it in November. Lots of apology, i’m told that it is Vodafones mistake and it will be rectified. Again inform that this would not affect my credit history, that it would be dealt with. I had to make payment through the agency however, as Vodafone were unable to receive it due to being passed on.. No probs.. Did that.
Wind up to present day:
I check my credit report using Experian, myself and the wife are looking to buy a house and it was recommended by our mortgage broker.. Always good to check it so all addresses are correct, you’re on the electoral role.. No accounts have incorrect information, etc.
I noticed that there is a Satisfied “Default” from Vodafone, shock horror i think..
I contact the Vodafone collections department, who submit a form to the QA department to get the Default removed. Even told by the collections department that my account is on an old system, so there may be a good chance that notes have been lost. As they switched to a new system.
Few days later i call Vodafone back, the QA department out of a “Gesture of good will” have removed the default as my payment history with Vodafone was always perfect.
They have however left the “Special Instruction Indicator” and a mark of “5 Months Late Payment” – which in terms of affect on your credit history, is almost as bad as a Default.. Cheers..
I ring back numerous times to the collections department, even send a recorded letter to the QA department at the HQ. No response at all. Even when i speak to a manager in the collections department – who pretty much did everything but agree with what i was saying and said he’d contact the QA department to get it sorted.
Now the QA department have added another note, stating the 5 months late payment and Special Instruction Indicator will remain. Despite the fact i was told that the part payment i agreed when cancelling in 2007, would have NO affect or note on my credit history.. Not to mention, they put on the note that i had fail to meet payment dates, this is almost laughable:
They noted that i failed to make payment on the 29th of July and 29th of August of £60.10 on each date.
What they couldn’t do is figure out that when i had paid £80.30 on the 7th of July and £40 on the 9th of August.. That the amount adds to £120.30 – which is basically the same amount i was due to pay on the 29th of each month.. Simple maths.. Add the two figures together.. Not to mention, i paid 20 days ahead!... So i pay ahead of schedule... I paid in line with original agreement.. Over £200 worth.. But no.. I then ignore vodafone completely for the remaining £58 and let it goto a debt collection agent... Perhaps a little common sense applied would realize that while it wasn't noted, i perhaps did ring vodafone regarding the last payment and my electricity bill.. And i was told it was quite alright to pay the remaining balance in October / November.
They also have a note on record that i said i’d ring in August and pay £100.. Why on earth would i be paying in line with the amount and plan agreed, with my payments clearly showing that.. It just doesn't make any sense.
I’ve had a letter sent 1st class delivery ignored which was sent to Pembroke house address to Quality Assurance.
I’ve had a fax ignored which was sent to a manager in QA dealing with my case at 01635 238402
I’ve then had a further fax ignored – as i sent a further fax asking for receipt of my original letter.
I’ve been passed from pillar to bloody post on this, i’m absolutely disgusted with the way i’ve been treated.. I’ve been patient over the course of a month.. I can’t quite believe a company has such a lack of respect for people.. I would never in my life treat one of the customers the company i work like this, i’d be sacked if i did..
I've not only given them my mobile number.. I've given them.. Work fax number, work number, home address, email address and my work address.. Plenty of mediums here they could contact me on.
I was contacted Thursday by somebody in Customer Relations - again they agreed something was up with what i was saying.. So he went to contact the manager is QA and check up on the fax i sent, which detailed everything.. Still HAVE NOT HEARD BACK... Then if i ring back to find anything else, i got told a message will be passed forward as Customer Relations and the QA Department are not a customer facing team.. Then when i ring back to say i've heard nothing.. They tell me to write a letter.. Well you know what, i have.. 3 times.. All were ignored by both recorded post and fax.. THANKYOU, THANKYOU SO VERY MUCH.
I’ve not only noted to them all the details above – but i’ve also said in writing and verbally on the phone.. Check my credit history in full.. It’s immaculate.. Not a mark on it..Why on earth would i agree to a cancelation and payment like the above, if i’m so anal about my credit history.. Not to mention, i had a spotless payment history with Vodafone previously.. Why you ask.. Because i was specifically told, as i’ve kept repeating.. That i was told this WOULD NOT show on my credit report in any way shape or form, that it was “INFORMAL AGREEMENT” to pay the remaining of the account.
I feel like jumping off a bloody cliff with this. Vodafones mistake essentially stopping myself and my wife buying a house.. As a 5 month late payment and special instruction indicator essentially makes us ineligible for a mortgage with a good rate..
0
Comments
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I'm now sending letters to vodafone via FAX.
In 4x duplicate..
I will continue to send the original letter and a letter prompting for a response every day via FAX till i get a response, it's not on being ignored and treated like this in my opinion.
Perhaps that will get me a response.. I know it's the correct number, as it says "Vodafone" clearly on the fax machine.. Also it was the number i was given on several occasions by collections for Quality Assurance.
It's also the number a Vodafone Administrator gave to a customer:
http://forum.vodafone.co.uk/topic/45712-application-declined/
For the very person i'm trying to contact.0 -
Not excusing the lack of communication but many years back I had someone open an account with Kays / Great Universale / Some shopping catalog company a week after I moved house in my old details.
I never got the goods or the invoices, but then bills arrived and debt collection letters. (They forward these on just not the goods, nice!)
When I tried to sort this out the catalog company would have nothing to do with me, there response was the debt has been sold on deal with them. They were not interested in the fraud, told me to call the debt people.
Took about a month but in the end I had a "happy ending" in that I had paperwork in the form of Council tax bills that showed when I moved and the account was opened after that, but it may explain why Vodafone will not deal with you. They sold the debt on , got a few pence in the pound that you owned and thats it as far as they are concerned.
You may be better trying to contact the agency and see if they can shed any light on it.0 -
Not excusing the lack of communication but many years back I had someone open an account with Kays / Great Universale / Some shopping catalog company a week after I moved house in my old details.
I never got the goods or the invoices, but then bills arrived and debt collection letters. (They forward these on just not the goods, nice!)
When I tried to sort this out the catalog company would have nothing to do with me, there response was the debt has been sold on deal with them. They were not interested in the fraud, told me to call the debt people.
Took about a month but in the end I had a "happy ending" in that I had paperwork in the form of Council tax bills that showed when I moved and the account was opened after that, but it may explain why Vodafone will not deal with you. They sold the debt on , got a few pence in the pound that you owned and thats it as far as they are concerned.
You may be better trying to contact the agency and see if they can shed any light on it.
Problem is - they already removed the default 2 weeks ago out of "good will" due to my previous payment history.. But what they don't realize, is a "5 months late payment" and "Special Instruction Indicator" has just as much as an affect.
It does take just one manager in the QA department at Vodafone to decide that this situation is a bit messed up - then a short change online and it'll be off my credit history in a day or two.. Just like they did the Default.
If somebody just took the time to realize that mistakes do happen, that perhaps i'm a victim of that mistake.. Because at the end of the day.. I had a perfect payment history with Vodafone, i have a clear and perfect credit history apart from this.. And i paid ahead of schedule by 20 days for the first two payment, not to mention that the remaining was only £58 when i had cleared £220 already. I have given them permission to check my credit history in full to see that i have no other defaults with any other account, that any other mobile contract i have had paid in a timely manner. I have done everything humanly possible to show this is a problem caused by Vodafone and not myself, but i just get ignored. I don't feel anyone deserves to be treated like that, it's certainly not something i'd do to a customer where i work. I've not sworn at anyone, i've not go mental down the phone.. When frankly, i do have a rightto go ape about it... I'd appreciate a little bit of respect off Vodafone, in as much as what i've given them.
I would of never of cancelled my contract if i was made aware of the possible ramifications, because instead i was told very clearly that it would not have such an affect.. I made sure.. Because i am incredibley anal about keeping my credit history clean, for the very reason that i knew i was going to buy a house around now. I mean who is gonna kick up the amount of fuss i have 3 years after the fact, unless it really is a case of a mistake on Vodafones part.
What is frustrating me further.. If i was just contacted or could get in contact with Esther Staples in the QA Department, i'm pretty sure this could all be cleared up with a phone call and going over my fax..0 -
Post this on the vodafone e forums, the advisor's on their will be able to help you and give you direct lines etc to the right people, problems posted their are rarely unresolved.Back by no demand whatsoever.0
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Why not visit them at their Newbury Headquarters and discuss the matter.0
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4743hudsonj wrote: »Post this on the vodafone e forums, the advisor's on their will be able to help you and give you direct lines etc to the right people, problems posted their are rarely unresolved.
I did a week ago.. Posted calmly and just explained my problem on the forum..
The post got deleted.. With this email:
"The eForum is a public forum designed to provide technical help and as such doesn’t require any account details to register. Therefore it isn’t the best place to get specific account issues resolved."
Then there seemed little point sending them a further email - when they can't even be bothered to reply to a recorded letter and two faxes.
Further - it's only the QA department who can resolve my issue.. And i've been told on many many many occasions.. There isn't a contact number for them, even internally.. So they can only send emails to that team.. So it just has to be escalated anyway.
I'm just so bloody enraged with this, i want a little action. And i've seen the Vodafone MSE act in some cases, i'm hoping in some vain attempt that he sees this and somehow this issue is finally resolved. Perhaps he has more pull in contacting departments? Who knows?.. Frankly after talking to one lady who answered the phone "Customer Service" didn't even know what the "Customer Relations" department was, she thought it was the department she was in.. She had to go off and ask a manager..karatedragon wrote: »Why not visit them at their Newbury Headquarters and discuss the matter.
Place where the QA department is located is here:
Vodafone
Pembroke House
Banbury Business Park
Aynho Road
Adderbury
Oxfordshire
It is a final resort, but i will organize a face to face if i have to get this resolved.. I don't think just going down would help, doubt anyone would be willing to see me without an appointment..
Problem i have at the moment.. I just can't anyone to acknowledge my faxs / letters from these "Non-Customer Facing Departments"... Whats the point in restricting the way they can be contacted to letter or fax, then not actually getting back to you.
I have decided, that until the Vodafone MSE chap on here takes some interest in this.. Or i receive some form of contact from Vodafone QA Department.. I will just keep faxing every day, once in the morning.. once in the afternoon.. Until somebody acknowledges me.. As i'm just so tired of being ignored after a month of patience.0 -
Guy Laurence, Chief Executive
guy.laurence@vodafone.com
Cant get more senior than the CEO!
HQ number +44 (0) 1635 33251.
HQ Fax +44 (0) 1635 682729.
HQ address Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN
I suspect the VF rep wont be any different than the reps on their own forum, bit out of order how they removed your thread though.Back by no demand whatsoever.0 -
4743hudsonj wrote: »Guy Laurence, Chief Executive
[EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com[/EMAIL]
Cant get more senior than the CEO!
HQ number +44 (0) 1635 33251.
HQ Fax +44 (0) 1635 682729.
HQ address Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN
I suspect the VF rep wont be any different than the reps on their own forum, bit out of order how they removed your thread though.
Thanks for that
Think that'll be the next port of call if they ignore faxes all week.
That's this morning fax sent0 -
Also sent two duplicate faxs to:
01295 815001
As i found on google that's another fax number for Pembroke house - so i'll send two faxes a day to both:
01635 238402 and 01295 815001
See if i get a reply at the very least..
Then if i hear nothing by Tuesday of next week, i'll fax the CEO.0 -
thedalmeny wrote: »
Then if i hear nothing by Tuesday of next week, i'll fax the CEO.
Why wait???
What's the downside about doing it now, but as a suggestion, keep it very brief to him. He hasn't got sufficient time to read the history . Try.
"Dear CEO,
Back in 2007 i had a Vodafone account, I was in France and racked up a massive phone bit. On my return, I made an agreement with Vodafone that I could cancel my contract and pay the remaining balance of the contract over a period of 3 months in 3 parts.
This was agreed and, apart form a further agreed deferment of 1 month, the debt was cleared as per the agreement schedule.
I was assured on numerous occasions by your Accounts department that there would be no adverse affect on my Credit.
I am planning to make an application for a mortgage and, upon checking my credit rating, I found that there is a Satisfied “Default” from Vodafone. Despite verbal admissions by your company that this would be removed, the record has only been amended to " 5 month late payment and special instruction indicator".
This is almost as bad on a credit record as a default.
In trying to get the record clear, I have contacted the relevant departments in Accounts and Q & A on xxx occasions over the last few weeks and no one has had the courtesy to reply. I is, therefore, as a last resort that I turn to you to see if you can motivate the relevant department to make contact.
Thank you.
Yours in anticipation,"
or similar0
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