Trouble closing Vodafone account

jeblee_2

I need help with all this contract stuff.
I've got a 3G dongle contract with Vodafone that lasted 36months. I knew it would be ending this year and was expecting to hear from Vodafone before this but didn't so before I went on my hols I phoned them. I got through to someone who seemed like they'd downed a large sugary coffee and had difficulty speaking english, which was a bad start but as I'd been waiting ages to get through I stayed. I asked if the contract was ending July/Aug but it was as though I hadn't said anything and they then went on to try and sell me something else. But as I haven't had a 3G signal for a year I don't particularly want to carry on with Vodafone. They then told me to cancel the direct debit to prevent further payments and they said I would recieve a confirmation phone call. After this I went on their website FAQs to check all this but they just seemed to apply to early cancellations. I then came back to find 2 letters, one saying I'd missed my direct debit of £15 and another letter demanding payment for £30 and that my service was restricted until this is paid. I've tried phoning them multiple times only to be put on hold for ages..and ages so I emailed. I've now got an email saying there is no record of my phone call and they never take contract terminations over the phone but by letter only and I now owe them £45?!? There's no termination fee as the contracts finished but I still don't know when it ended or why I'm still being charged. Is there anything I can do to avoid paying Vodafone money for a shoddy service?

grumbler

Wait for Vodafone web reps to reply or contact them like they advise in the Vodafone complaints thread.

It's a common knowledge that their telephone CS is absolutely incompetent and useless and that you cannot rely on them even with minor issues, let alone important ones like cancellation of the contract. If you ever come back to them, don't believe in anything they say, do everything in writing end demand confirmation by a letter or a e-mail. Recording important calls would be a good idea too.

chanz4

you cancel vodafone by sending them a letter or via their webform ,https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&CONFIGURATION=1000&PARTITION_ID=1 I had todo it with my dongle

chanz4

How can I end my Vodafone Pay monthly contract?

Monthly


If you want to end your contract, please write to us giving 30 days notice - you can send us a letter or an email.

Please give us the following information :

• the account name, and account number
• the invoice address
• the mobile number to be terminated
• the date of termination
• the name of the account owner or administrator
• tell us if you need a PAC (Porting Authorisation Code)
• if the account has a password, please quote this in your letter or email.

Send your letter to:

Vodafone Limited
PO Box 932
DONCASTER
DN4 5XW

Send an email to Customer Service

Pay monthly airtime terms and conditions


Pay as you go

There's no notice period or monthly contract for pay as you go. Simply ask us for a PAC (Porting Authorisation Code) if you want to keep your number.

gjchester

jeblee wrote: »

I need help with all this contract stuff.
I've got a 3G dongle contract with Vodafone that lasted 36months. I knew it would be ending this year and was expecting to hear from Vodafone before this but didn't so before I went on my hols I phoned them.

Contracts genereally don't "end" they have a minimum term then go on to be 30 day rolling contracts.

jeblee wrote: »

They then told me to cancel the direct debit to prevent further payments and they said I would recieve a confirmation phone call. After this I went on their website FAQs to check all this but they just seemed to apply to early cancellations. I then came back to find 2 letters, one saying I'd missed my direct debit of £15 and another letter demanding payment for £30 and that my service was restricted until this is paid. I've tried phoning them multiple times only to be put on hold for ages..and ages so I emailed. I've now got an email saying there is no record of my phone call and they never take contract terminations over the phone but by letter only and I now owe them £45?!? There's no termination fee as the contracts finished but I still don't know when it ended or why I'm still being charged. Is there anything I can do to avoid paying Vodafone money for a shoddy service?

Preventing further payments and cancelliong a contract are two different things.

Vodafone have always insisted on letter cancellations, if you never wrote to them to cancel the contract but instead just cancelled the direct debit then you are liable for the extra, the contract was still in force but you chose not to pay.

*IF* you were advised to cancel the direct debit that was bad advice and plainly wrong and you have a case, however as you never wrote or got any confirmation it's hard to see how you can prove this.

I'd write it all down and keep any emotion out of it. State you asked to cancel and the dates. Saying things like "they'd downed a large sugary coffee and had difficulty speaking english" won't help, stick to the facts.

As Grumbler said send it recorded, and see what comes back.

Vodafone

Hi jeblee,

I am sorry to hear that the cancellation wasn't processed correctly for you as requested.

If you send me an email to the address here, I will be more than happy to help to resolve this. You will need to put WRT135 FAO Heidi in the subject and include a link to this thread to make sure it gets to me.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

fishmeteorology

Vodafone_company_representative wrote: »

Hi jeblee,

I am sorry to hear that the cancellation wasn't processed correctly for you as requested.

If you send me an email to the address here, I will be more than happy to help to resolve this. You will need to put WRT135 FAO Heidi in the subject and include a link to this thread to make sure it gets to me.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Hi, I am having a real problem with cancelling a contract, as I phoned up and had them cancel the direct debit and contract and they confirmed it, but are insisting i now owe them more money. The phoone staff appear to be abhorrent and the person i emailed is even worse. Is there any chance you could help me out? tried to PM you but there doesnt seem to be an option, so that i could explain the situation further.

Thanks