Cancelled Vodafone contract, but now referred to FPC Debt Collections

tcall

In April i phoned Vodafone to cancel my 2 mobile contracts, as the reception where i work is virtually non-existant.
The operator at Vodafone accepted my cancellation request and asked if i wanted the pac codes. I said 'yes', as i wanted to transfer at least one of the numbers to a new network. I was told the pac code is valid for 30 days. Well that makes sense, because the notice period is 30 days. But oh dear....

I used the contracts for the remaining 30 days and then transfered one of the numbers to 3, as they have mobile reception here.

On 10th May my bank account was debited with £64.65. Fine.
Then on 11th June £33.49 was taken. I assumed this was charges for part months at the end of each of the contracts. I tried to check online, but Vodafone had closed my account, so i couldn't see bills.
I went ahead and cancelled my direct debit, however the following month i received a bill for one of the phones. I phoned Vodafone, and spoke at length to the operator explaining i had cancelled both contracts at the same time. However at this point (and only at this point) i was told that because i hadn't used the pac for the second phone, Vodafone had
disregarded my request to cancelled it. I said i wasn't told this at the time, and he told me that basically, because i asked for the pac codes, Vodafone will keep your contract going even though i had asked it to be cancelled.
I explained that i had not in fact asked for the pac codes, i was actually OFFERED the pac codes after i had asked for the contracts to be cancelled and it had been acknowledged by the operator.
During the call i was put on hold twice, before finally they checked the phone records to make sure the phone hadn't actually been used, and then agreed to cancel.
However i then received another bill chasing the previous bill for £32.99. I sent this back, explaining that i had cancelled both of my contracts, and had spoken to someone about this, and also that they need only listen to their recording of the cancellation call, and they would clearly see i was cancelling both contracts.

Vodafone did not respond to this letter, they have instead passed this to FPC Debt Collection.

I'm shocked Vodafone have acted like this, as i was a very happy customer who always paid my bills, and only left the network because i couldn't get reception.

Can anybody offer any advice? I really don't believe that i owe this money, but Vodafone it seems won't respond to my letter.

grumbler

Just some similar threads:
Vodafone has taken over £300 over a year after I cancelled!
Vodafone default - not my fault - how to remove? *RESOLVED*

Cancelling a DD is always a bad idea unless you don't care about your credit history. Not only this didn't solve the problem, but it made it even worse and resulted in trashed credit file.

diamonds

Vodafone should have told you if you fail to use the PAC your contract will run...I deal with most disconnections/PAC issues for people round me & very few staff tell you not using the PAC will carry the account on...of late I must have my hands up in congrats to 3 for having a recorded message stating such when you select the option to disconnect/pac issue but that only works when you use the press 1 for, press two for...menu system BUT if customer services hand you over to disconnections then you miss out & are back at square 1 like all the other networks - relying on this very important info being relayed to you by a human.

tcall

Thanks for the replies.

I cancelled the DD because i believed my request to cancel my contracts had been dealt with and everything paid. When i tried to log on to check the last bill amount, i found i could no longer access my account, which gave me complete confidence that this was the case.

What is my next step, because Vodafone wont respond to me

grumbler

http://www.vodafone.co.uk/vodafone-uk/about-us/code-of-practice/index.htm

If after eight weeks we still can’t resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.
You can find out more on their website at www.os-communications.org, email them at [EMAIL="enquiries@os-communications.org"]enquiries@os-communications.org[/EMAIL], call them on 0330 440 1614 or fax on 01925 430 049.
Alternatively you can write to:
Ombudsman Services Communications
PO Box 730
Warrington WA4 6HL
You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we’re taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.

You can try contacting their web reps firs (search for Vodafone complaints thread)

Vodafone

Hi tcall,

As diamonds has mentioned, you should have been advised that if the PAC isn't used the contract would continue and further notice would have needed to be provided.

So I can resolve this for you, can you contact me via the link here with WRT135 FAO Heidi in the subject. Please also include a link to your post and a contact number so I can get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

tcall

Vodafone_company_representative wrote: »

Hi tcall,

As diamonds has mentioned, you should have been advised that if the PAC isn't used the contract would continue and further notice would have needed to be provided.

So I can resolve this for you, can you contact me via the link here with WRT135 FAO Heidi in the subject. Please also include a link to your post and a contact number so I can get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Sorry i missed your call, Heidi.
Thanks for your email, and many thanks for resolving this for me. If only Vodafone had more like you!
Thanks again!