Vodafone hell - Closed account

cw212010

Hi all,

First post so would appreciate a little advice.

Was a Vodafone customer until around August. Received a text message in June saying they were increasing prices more than 10% and I was entitled to cancel without penalty.

This was my golden opportunity. For some reason Vodafone had a problem with my account.

An unlimited data contract that didn't realise it was unlimited. So each month I was charged XYZ for data that I had used - Even though it should have been inclusive.

VF admitted error, went into my account each month and adjusted the balance. However this alone would take up to a month, resulting in a late payment, which ANOTHER month later would be corrected.

This continued for 6 months.

Upon leaving them, I was not told nor asked to pay a balance. I assumed it was closed and final.

The account IS closed, however VF claim I owe £600, debt collector £700 and my credit file says £500.

Have tried on around 100 occasions to resolve by phone and email with VF.

Advisors have sworn on their lives that they will do XYZ to help and promises of call backs from management, senior advisers have all fallen through.

I have had them admit on the phone several times that it is their mistake and they WILL resolve within 2 weeks and so forth.

I have kept call logs with names, times and references however it remains.

I have since submitted a Subject Access Request and are awaiting the results as this will show the notes from advisors corroborating the above.

Whilst it is my intention to take them to court, can anyone suggest how they have 'went to the top' and sorted issues with them?

Additionally, the account is marked as closed on VF's side. Yet they continue to (incorrectly) update my credit file with late payments, the next one likely to be a default (on an account that is closed).

Thanks

grumbler

Contact their web reps:

Vodafone_company_representative wrote: »

...

So I can take a closer look at things, email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

If they don't help, take the case to the ombudsman, then, if needed, sue them like you intended.
http://www.vodafone.co.uk/about-us/code-of-practice/
Stop calling them. Their telephone CS is notorious for incompetence, lies, ... - you name it.

mobilejunkie

Contact the Web Relations Team (see Vodafone complaints thread for the "how").

Silk

cw212010 wrote: »

Was a Vodafone customer until around August. Received a text message in June saying they were increasing prices more than 10% and I was entitled to cancel without penalty.

Upon leaving them, I was not told nor asked to pay a balance. I assumed it was closed and final.

I'm sure the texts were sent out in May with the increase in June which was only for out of contract price increases, only a few were invited to cancel without penalty.
What means did you use to cancel the contract and what was the reply from them ?

cw212010 wrote: »

The account IS closed, however VF claim I owe £600, debt collector £700 and my credit file says £500.

Have tried on around 100 occasions to resolve by phone and email with VF.

Additionally, the account is marked as closed on VF's side. Yet they continue to (incorrectly) update my credit file with late payments, the next one likely to be a default (on an account that is closed).

The account was probably closed due to non payment if you stopped the DD, I would have thought it was well into default already by now going off the dates, the £500 was probably when it first went to default and the Debt Collectors would of course add on the usual charges


Do you have any replies by email saying you were able to close the account due to the price increase ?

cw212010

As far as I'm aware VF closed the account when I contacted them via phone and said I wanted to cancel down. Long before any late payments. When calling they would always ask if it was the closed account I was calling about.

I seem to recall June or July 28th being the cut off date for cancellations under this situation. I was advised that only those affected would have received messages, they have confirmed I was indeed sent one.

The DD are fine, keeping out of the road as I have given my side of the story.

I have had contact today from their DPA team in relation to the information requested, however sadly as any email or phone call gets no where the only action I can now take is via court as it is something they MUST respond to, or it's found in my favour.

I would be interested to speak with anyone who has sued a mobile provider from a point of view of what they 'craved' the court to do.

Silk

cw212010 wrote: »

As far as I'm aware VF closed the account when I contacted them via phone and said I wanted to cancel down. Long before any late payments. When calling they would always ask if it was the closed account I was calling about.

I seem to recall June or July 28th being the cut off date for cancellations under this situation. I was advised that only those affected would have received messages, they have confirmed I was indeed sent one.

The texts were sent out in May as far as I'm aware and pointed you to this page .... http://www.vodafone.co.uk/campaigns/price-changes/price-change-7/?cid=rdr-14067-07
You had till the 28th of June to advise them in writing that you wished to cancel.
If you failed to advise them in the correct manner it would go against you in court.
It would be best to contact the rep first as above before you risk taking action that may end up being a waste of time and money.


This page applies only to people who received a text from us directing them here. You have the right to cancel only if you received such a message directly from us.

From 28 June 2014 we’ll be making some changes to our pricing. These changes will happen automatically so you won’t need to do anything. Please read this page for details on what these changes are and how they’ll affect you.

We really hope you decide to stay with us, but as these changes have increased your monthly bill by more than 10%, you can end your agreement without charge. If you decide to do this, please write to us before 28 June 2014 at Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN.

cw212010

Fair comment about putting it in writing, however at no point over the phone have I ever been asked to do so.

I've requested all available calls be pulled so I can double check on that one. And, regardless of whether I had to do this or not, various advisers have time and time again assured me verbally and allegedly left detailed notes (I have seen some in store) which confirm that they have informed me the account is cancelled and they will be taking steps to clear the balance etc therefore there would never have been a need to put it in writing.

Understandably this could go against me, however they need to accept accountability as they've left notes and said in calls something to the contrary.

mobilejunkie

Proof isn't your word against theirs. It's something they can't deny afterwards. I have sued many times in the small claims court but only do so when I have a fairly watertight case. He said I said isn't. At the very list you'd need to produce dates, names, exactly what was admitted and promised etc. - but having things in writing proves a case.

Vodafone

Hi cw212010,

If you'd like me to take a closer look at things, email me via the contact details provided by grumbler above.

Kind regards,

Lee

Social Media Comms

Vodafone UK

cw212010

For all those who doubted the success of this, Vodafone have paid up and agreed to the demands for settlement.