Vodafone - Being hounded for money I don't owe - Please help!

sistafromanothermista

Ooooohhhh.......i'm reading this with baited breath. Good Luck Louise!! x

Vodafone

Hi Louise,

It's just a quick post to let you know that I'll be getting back to you later today.

Thanks,

Lee

Web Relations

Vodafone UK

jesz

If i was you Louise, dont even give them the time of day, i would file for everything you can and get every last penny out of these scum bags

Kathy7591

Hi Lee
I am Louise's mother and I just want to say to everyone how disgusted I am with Vodaphone's behaviour and unprofessional tactics - and I have been since 2011 when Vodaphone involved me in this matter. I received a call from a Vodaphone representative, or thought it was OK to virtually tell me I was lying and also completely breached all Data Protection Laws. I had told her that Louise was not living at this address and hadn't done so for a while (but she knew this as she had a different address on the system but at one point she had lived at home) but this fact she felt I was not telling the truth on. She then went on to discuss fully the "debt" that they were trying recover, and how this might impact on my credit status or result in debt collectors calling to my home. It was the worst Customer Service experience I have ever experienced. I was upset and worried by what sh'd said and I contacted Lou and ranted and raged at her - resulting in a massive fallout as Lou kept saying she didnt owe monies and I was basically calling her a liar. But she wasn't, and I was wrong, but Vodaphone were totally to blame. Louise went through bank statements and phone statements (that she had at the time) to prove to me that she did not owe any monies. I wrote to Vodaphone as I was so angry at the upset caused to Louise and, more importantly, the breaches in Data Protection and unwarranted harassment. I was contacted back, an apology made, and a promise that the matter would be resolved. I was told that it would not be given out to a Debt Collection Agency - and they didnt at that time - but as has been Vodaphone's practice over the 5 years of this issue they did give it to another DCA, and another when we challenged them again. I have been telling Louise to take the matter to the smalll Claims Court as Vodaphones unwarranted actions have caused her untold distress and grief and enough is enough. Again you have failed to provide her with a statement showing where Vodaphone believes these call charges have materialised from - IT WAS NEVER THE CASE OF CALL CHARGES EVEN I WAS TOLD IT WAS AN EARLY TERMINATION CHARGE AND WE HAVE PROVED OVER AND OVER THERE WAS NO TERMINATION CHARGE SO VODAPHONE HAVE NOW MADE UP CALL CHARGES. I have seen the statement you have sent through to Louise and it is just a few dates with amounts next to them - no numbers called, length of calls etc - just figures that I could have typed up if you'd asked. I will know encourahe Louise to take the matter to court, and if she doesn't I will file the complaint for her. The distress and grief Vodaphone caused when their Mortgage was refused purely because of the Vodaphone debt was cruel and heartbreaking for her. Both Louise and her partner are both very hard working and have a beautiful little son and when the government launched a scheme that would enable them to put their savings towards their own home, as currently paying a high rent to private landlord, it was their dream but Vodaphone took that away from them. It has never been about not just paying the alleged debt, but about the fact that the monies are not owed; it is about truth and integrity which Louise has shown she has but not sure about Vodaphone
I would like you to forward this to you CEO and other Directors but you won't
Fuming!!!!!:mad:

Granariesgirl

Kathy7591 wrote: »

I would like you to forward this to you CEO and other Directors but you won't
Fuming!!!!!:mad:

Hi Kathy,

I would write a letter & send it recorded delivery addressed personally (by name) to either the CEO Jeroen Hoencamp or the CFO Andy Halford (those are what my quick Google produced anyway).

State the facts: Vodafone & their contractors contacting you about a third party with personal financial details. This is a Data Protection issue. Your daughter has attained her majority & has the right to a private financial life. Then address the threats made to you persnally, a person totally unconnected to the alleged debt. Dates & times if possible, or at least the week it happened if nothing else.


Hi Louise,

I think you should write to one of these people too!

State the facts: what you did, what Vodafone did, the time spent fielding calls etc. from the DCA's (average it out over a year for each year), the damage to her reputation (Vodafone calls to third parties, adverse credit ratings etc.) & the financial implications (rent higher than mortgage, future mortgage if possible with higher interest rate because of credit history) also the stress (probably not financially quantifiable in itself but if visits to doctor & time off work then number of working hours lost).

Getting all this info collated will be needed for the court case surely, so might as well do it now!

Remember not to be abusive or emotional in your letter: this is about facts & figures & the quantifiable financial loss this has caused you. I don't know about damage to your reputation with defamation (see link:http://en.wikipedia.org/wiki/Defamation) but I reckon it could be a goer too...


BOTH -

Make it clear that you have had enough of talking to incompetent minions & that now you will only deal with the big chiefs or their personally designated representative.

All further correspondence is to be in writing - stick to this yourself & if they do not comply, further written & signed for requests to person initially contacted, listing calls & emails with details. This will also give you further ammunition for court.

Note down ALL names, ALL times & ALL details of what was said in calls, copy all emails into a document to print out for court. Keep all the docs you have on this in a file & make a backup copy to keep elsewhere just in case.

Email & phone is no good - too easily "lost" when convenient - I would stop communicating with them this way as you are wasting your time...

Well that's my advice for what it's worth! Good luck with this & keep at it! :T

From personal experience, contacting a "big cheese" usually works as they get really p+**ed off at having to deal with something that should have been resolved by those lower down the food chain.
They direct a powerful stream of the smelly stuff downwards & those who did not do their job properly rarely come out smelling of roses!
If things don't get resolved by the minion to whom you will no doubt be directed, the magic words "oh well as you do not appear to be interested in sorting this out, I'll just write to Mr/Mrs X again & see if they can resolve it" often work like a charm... :cool:

Vodafone

Hi Kathy7591,

I'm sorry that you and Louise remain unhappy; however, I'm afraid our position remains unchanged.

Kind regards,

Lee

Web Relations

Vodafone UK

bebewoo

Lee, Vodafone are participating in the destruction of the OP's future here and yet you remain unrepentant? This seems cruel and vindictive.

All of the people who have read this thread now think that Vodafone are the type of company that will hound and harrass their customers for no good reason, and then will make up "evidence" to suit their aims.
Do you think this is a good marketing ploy? Do you think ANYBODY who reads this thread is on your side?
Do you have a manager or any type of marketing department, maybe you should speak to them, and get their opinion on this. It cannot be Vodafone's aim to drive customers away like this.

Go Louise.

rizla_king

Vodafone_company_representative wrote: »

I'm sorry that you and Louise remain unhappy; however, I'm afraid our position remains unchanged.

Problem is that "your position" is concocting fraudulent account statements, which makes you look like a right bunch off to**ers.

GreenSaints

Take them to court Louise! At least you'll be able to see these statements that they speak of.

Take copies of everything you think will help your case. Have it all in a folder, labelled up so you can find things easily and without getting flustered (I've been to a small claims court when I took a landlord there - it's easy to get shaken by the whole thing, even if you are in the right!)

I'll be subscribing to see the outcome of this. Good luck and let us know how it goes.

honey10

Wow, this thread has actually really surprised me. Vodafone have obviously changed their outlook on customer service over the last few years. I had a similar problem a couple of years ago, and despite it taking ALOT of to-ing and fro-ing I did actually get a refund.
I am very disappointed to read that vodafone are hounding this lady for money that is supposedly owed from 7 years ago....