Vodafone Error 4-5+ years ago now stopping our Mortgage application

jadeburrow

Hi,
Where to begin! Almost 5 years ago my contract ended I emailed letter confirming leaving Vodafone to alternative provider and continued to receive a final Bill outside of contract ending period. The amount was around £20. After a couple of bills reminding final payment followed by a bailiff letter (the company couldn't even believe they had been involved for small and incorrect billing amount!) I eventually got Vodafone to remove and cancel - thought nothing of it.

End of last year I wanted to carry some credit over to a new 0% interest card and this got rejected due to bad credit rating, after checking report Vodafone flagged
Up as reason behind this. Contacted Vodafone again and they stated it had been removed..

Fast forward 3 months to present and we have applied for a Mortgage which we need to proceed urgently with as landlord is selling our home leaving us homeless and we have managed to find our first home for our family. Mortgage in principle was accepted but then rejected full asking amount due to bad credit (again same Vodafone old incorrect Bill)

Now we have rang and spoke to every single country available to Vodafone customer service and nobody wants to deal with this problem. My account is even inactive so we luckily found an old mobile to get the number to gain access to our account to proceed. Eventually Vodafone contacted Experian and removed incorrect 'unpaid' credit charge, Santander even rang our Mortgage advisor to explain they can see this has been removed however our Bank still require a formal letter (not email) from Vodafone explaining it was Vodafones error yet we are unable to find anyone able to do this and email this document for immediate access to print or copy to bank.
Time is ticking and I am getting more and more frustrated that not one single member of staff can point me in the right direction and deal with this matter. It's cost me so much time and money ringing up to speak to people not to mention my wife and I worrying about our first family home for our daughter being rejected due to an error from Vodafone over £20 that wasn't even ours to pay in the first place!

Any advice?

Thrugelmir

Did you cancel your contract in the prescribed manner. I would be surprised if an email would suffice.

jadeburrow

Hi it was all cancelled correctly at the time. At the time they claimed they hadn't received it but we forwarded it for proof again anyway the manner in which it was cancelled was never the issue as they admitted it was their fault that the bill had been sent and they the account had not been deactivated which is why back then they 'supposedly removed the credit' the problem we need resolving is simply a letter stating Vodafone has removed the credit from 'x' amount of years ago and reasoning.

PaulW922

Vodafone are just a law unto themselves. Based on very recent experience I suggest a letter to the CEO - that worked for me. Eventually.

matttye

Vodafone website suggests you have to call them to cancel. I don't know of a mobile network that will let you cancel by email. They normally like you to ring so they can try to convince you to stay.

Although nobody has mentioned an email being the issue, that may indeed be the issue as if you didn't cancel the contract properly then further charges could have accrued. Has anyone from Vodafone ever said where the £20 came from?

For the sake of your own sanity I would suggest if anything like this happens in the future, just pay under protest and then argue with them. £20 is such a small amount and is now causing you massive problems.

kirstybum

Have you tried emailing quality assurance on (text removed by MSE Forum Team) they don't like to give it out but I have got a reply eventually and they are apparently looking into it