Vodafone - Nightmare!!!!!

Terrysdelight

I cancelled my contract via email in August - one months notice given.

Still connected in early October, so rang customer services - oh yes, we can see your email - not sure what's happened there, don't worry I'll get it sorted for you.......

Saw more money taken by Vodafone from my bank account November. Rang customer services yet again last week and I was promised they would disconnect me that very same day at mid-night. Guess what? I'm still connected. This is absolutely disgusting. I had the same problem with them a couple of years back with an additional line I was paying for and it took around 9 months to finally get it disconnected.

So, I'm now paying for my new line with 02 and Vodafone still helping themselves to my money.

Can you tell me who I report them to please? I am totally disgusted with this.

grumbler

Well, to be fair to Vodafone, I am not sure about the first cancellation by a e-mail. The T&C say:

Your notice must include your mobile number and your signature or appropriate security details.

How about the signature or the security details?

You cannot 'report' them anywhere, but you can complain to the ombudsman. However, you have to follow Voda's complaint procedure first: Want to make a complaint?

Also, you can submit a claim to the small claims court, but IMO you have very few proofs if any.

[Deleted User]

They've acknowledged that you have cancelled so all you need to do is cancel the direct debit at your bank. That will stop them taking any more money out of your account.
If you bank online you can cancel the DD yourself, and if not give your bank a letter instructing them to cancel the DD.

Terrysdelight

Deleted_User wrote: »

They've acknowledged that you have cancelled so all you need to do is cancel the direct debit at your bank. That will stop them taking any more money out of your account.
If you bank online you can cancel the DD yourself, and if not give your bank a letter instructing them to cancel the DD.

I'm aware I can cancel the direct debit, but what worries me is if they try to take it again and then start messing with my credit score.

Originally, you had no choice but to cancel by email with Vodafone - I even tried to cancel in store but was told, sorry you have to go on-line to cancel. Now they are 'supposedly' making it easier for customers to cancel by phoning customer services.

I am so disgusted with the service, I would never be able to recommend them to anyone and I won't be having anymore contracts with them.

[Deleted User]

I would cancel the DD and worry about credit scores later unless you want to keep paying Vodafone.
If you've fulfilled your side of the contract and given notification of cancellation then I cant see them being able to reasonably affect your credit score.
In any case you can always check with the main credit agencies as to whether your credit score has been affected and then inform them of the real situation if Vodafone misbehave.
As they have been taking money out of your account without your permission you could contact them and threaten an action in the small claims court to recover your money - that should have the desired effect on them as they would then have to attend (the court), which would cost them money.

MataNui

Before cancelling the DD i would make sure you have evidence of the cancellation date so if they do mess with you then you will be covered. So you either need to contact them by email, webchat or (if you have an android phone) download an app that records your conversations and give them a ring. You dont have to tell them you are recording the call. That applies to businesses only but you cant use that call for anything other than your own records or as evidence to ofcom\court etc.

mobilejunkie

Do NOT cancel the direct debit.

I always gave notice to cancel by phone - but whatever you do with Vodafone they always mess up and create problems - then more problems rather than solutions to the first problems they created.

Contact the Vodafone Web Relations Team (using the heading WRT 135) - there's a LONG history on here to tell you how. They are the ONLY people who will sort it out - or even care.

Terrysdelight

Thanks, I'm not going to cancel direct debit because it is all too important not to have credit rating tampered with. I'll have a go with the VWR - if no good, then small claims court here I come.

Why on earth should something so simple be so stressful? :-(

Terrysdelight

mobilejunkie wrote: »

Do NOT cancel the direct debit.

I always gave notice to cancel by phone - but whatever you do with Vodafone they always mess up and create problems - then more problems rather than solutions to the first problems they created.

Contact the Vodafone Web Relations Team (using the heading WRT 135) - there's a LONG history on here to tell you how. They are the ONLY people who will sort it out - or even care.

For the attention of Lee @ Vodafone MSE


Re: WRT135 - MSE [#5305586]

Vodafone

Hi Terrysdelight,

Thanks for making me aware of this.

I've received your email and will get back to you as soon as I can.

Kind regards,

Lee

Web Relations

Vodafone UK