Nightmare with Vodafone

soolin

Vodafone_company_representative wrote: »

Hi soolin,

I did reply to son's email on Tuesday asking him when he'd be free to speak to me.

To enable me to help him further, could you ask him to get back to me as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

Apologies for the delay is responding, I've been away with a poor internet conenction.

My son has had nothing apart from the usual generic email he has had several times before asking him for his details. These have been provided now several times with no further assistance or contact given.

I phoned 191 on Wednesday, checked it was a recorded line and told them he wished to formally reject the phone. I honestly now don't know what else we can do.

The PAC code he has expires any day now, he is paying 2 monthly contracts and we have had enough.

Vodafone

Hi soolin,

Thanks for coming back to me.

My reply may have been routed into his spam or junk folder.

However, I'll try to contact him again during the course of today.

Kind regards,

Lee

Web Relations

Vodafone UK

soolin

Thank you, I'll let him know.

EDIT:

He confiorms all he has had so far is the same basic email, slightly different format, from a number of people that says:

I'm sorry to read about the difficulties you've experienced.

To enable me to help you further with this, could you confirm the following information for security purposes?

Your bank sort code:

Your monthly line rental cost:

Kind regards,

Lee

Web Relations

Vodafone UK


He has responded to a number of them, and has never heard anything else back. We reckon we have less than 4 days now to port the number, and he has just lost faith and wants to cancel. I have phoned 191 several times now and they always promise to get in touch with him and sort it but never do. The number they give him to call cannot be accessed via his current provider. I have also ensured I have left messages, with all his details on Vodafone recorded lines stating his intention to formally reject this phone. The latest was left on Wednesday 12th.

soolin

UPDATE:

My son went into the Vodafone shop today who have done a thorough check and have told him that the reason no one has been able to help is that the contract shows as cancelled/null and void. That is why the phone was disabled and his resposnes to emails were ignored. They have taken the phone from him (he has no receipt though) and have told him his expired account is showing a small charge for a weeks use.

They say it shows as cancelled a week after he received it, that is when the shop cancelled the old sim and issued him the new one.

So he now apparently has no contract with Vodafone, but a small outstanding payment to be collected (he will leave the direct debit enabled for a few weeks) and he has no phone. The PAC code is nearing expiry so he will continue with his existing contract and try again with a company that has a working system later.

I wanted it recorded here in case of issues later- looking round the MSE boards it looks like Vodafone have a bit of a habit of marking credit records erroneously. It all sounds rather odd to me, especially as he was not given any form of paperwork by the shop, they just took the phone.

soolin

I have asked the BG to move the posts hijacking my thread- I am really hoping to get some response from the Vodafone rep here to reassure me that my sons issue has been resolved.

Browntoa

Have moved the posts concerned to their own thread , please do not hijack other people threads with your problems

Vodafone

Hi soolin,

Thanks for coming back to me.

For some reason I've received no further emails from your son. However, I'll try to follow things up with him again today.

In regard to the advice provided to him at the weekend, I can assure you that even if the account is cancelled we would still deal with any emails received.

Kind regards,

Lee

Web Relations

Vodafone UK