Vodafone harassing my deaf 86yr old mum!

albert_tatlock

I have just spent almost an hour on the phone eventually talking to a manager in customer services at Vodafone although he was not very helpful. I need an issue resolving regarding what I consider a fraudulent account taken out in my 86yr old mums name. I have previously spoken to Chloud and Kirsty @ collections in June 2010, I have also spoken to Jack in account management in July. I have explained that my mum is house bound and partially deaf, she has never owned a mobile phone nor taken out a contract to have one, she has no idea how to use one and is unable to hear anything from one. I was assured by Jack @account management that this matter had been sorted out and my mum would not be sent anymore correspondence from Vodafone regarding this matter even so my mum received yet another letter from SRJ debt recoveries today stating referral for litigation. I have spoken tonight to Brian and Sam and a manager in customer services who didn’t tell me his name and have again got nowhere only to be told to ring back again tomorrow.
I want this matter sorting out immediately I have asked to escalate it. I have done all in my power to take this matter through the right channels with Vodafone but it appears that they are either unwilling or unable to remove my mum’s name from their system, the quality of customer service has been unbelievably poor I have on several occasions asked for their fraud department to contact me but 2 and a half months later they still haven’t. All the time and effort I have taken to try and get this finalised appears to have been wasted. I have now e-mailed them but I don’t think I’ll hold my breath waiting for a solution.

I am now thinking of reporting both Vodafone and SRJ Debt recoveries to the Police for harassment in the hope that they might make an effort to sort this out and stop sending an ill partially deaf housebound old woman threatening letters about something she knows nothing about.

Marisco

Hi Albert, what you need to do is write to them, get all your responses down on paper. Explain the situation, and tell them in no uncertain terms, that if this constant harassment doesn't stop, and the matter sorted out immediately, then you will report them to the police and the regulator (although I'm not sure if there is one for mobiles!!) But always conduct business by letter, that way you have a record on what is said. All these call centres are interested in is sales:mad:

climbintheladderouttadebt

Agree with Marisco, you need a paper trail. Send everything recorded delivery. Keep copies of letters/receipts etc. State in no uncertain terms that this is not your mothers debt and that if the harrassment continues, then they will be reported to Ofcom. I am so sorry you are both facing this and hope that written words rather than spoken make Vodafone take the action they should have 2 and a half months ago!