vodafone wont remove number from account etc..

Legacy_user

I have a debt owing to vodafone, the debts is on my account only, my issue is that my relative has her name on my account details which was there a couple of years ago when I first started using vodafone, she had a phone on my account, but pays separately for her bill for her phone usage, she has a direct debit set up through her bank that she pays vodafone through monthly, and lives at a different address. But since my outstanding debt has not been cleared soon enough, vodafone have since disconnected my phone and also my relative's! so she now cannot use her phone until my debt is cleared. my debt will take some months to clear due to the cause of some unforseen circumstances, but in the meantime, she cannot use her phone, even though she pays by direct debit separately, lives at a separate address, also, is up to date with her payments, but because her number is on my account, vodafone has still disconnected her, they wont remove it until i pay my debt, which has nothing to do with her.

we both jointly tried to separate our accounts from each other by talking to a vodafone customer help line person who we in turn gave our details to get the account sorted , but that was a year ago, and thought it was done but they did not do it, we remain on the same account. its a nightmare, ive rung and rung them, it takes about an hour to wait on the phone, which i leave on loudspeaker, until they answer my call, then, the last 3 times of calling, 2 people hung up half way through trying to sort it out, then, i phoned again, waited 2 1/2 hours to get through, and gave up. i wanted to set up a payment plan, they said yes, but its only allowed over 3 months or 6 months, and that in the meantime, mine and my relative's phone will remain disconnected, even though we both have paying contracts until late next year, we cannot use them.

the customer service is terrible, half way through a conversation then being hung up on, and disconnecting us, especially my relative who is penalised simply because shes on my account details which were meant to have been removed, it is the last time, after all this is sorted, i will ever use vodafone, never ever again. any advice, please would be appreciated !!!!!!

grumbler

elliemay099 wrote: »

we both jointly tried to separate our accounts from each other by talking to a vodafone customer help line person who we in turn gave our details to get the account sorted , but that was a year ago, and thought it was done

You should have done the separation when the account was in order, and it was very easy to check whether this was done or not. It's not just two accounts. It's your account with two your contracts and one had to be transferred to your relative's name.

Now it's too late.

System

i knew back then before the problem with my account that we could separate our accounts, we tried, and they said it was done, we didnt check as i just carried on believing it was done, after all, she already paid separately to mine, so it did not notice in any way shape or form of a separate account being apparent or not, they should send a letter to confirm they did this so we are aware. I wrote that we did do this on my message on this post.
Also, they should have sent a letter to explain that a debt of the main account holder would affect other separate numbers also, especially if the other number on my account paid separately as this was a shock to see that it would cause my relative to be disconnected also, that is crazy. It shouldnt happen anyway, the account should not impose a disconnection on someones phone who pays separately and is up to date with payments. that is the one thing im angry about, its a very outdated system and of dealing with customer service, even one of the Vodafone staff agreed in so not many words.so yes, it should have been done, but they didnt do it when i asked, and I had no idea that eventually this would become a problem, if I knew, I would have previously got the accounts separated sooner or tried, since our first attempt came to nothing.
I would prefer positive feedback, not going back and forth about what I should have done as ive explained.

it may be too late, but its the whole process I am also highlighting, I wouldnt imagine everyone out there knew this could happen under these circumstances.

mobilejunkie

Since both contracts were in your name it doesn't matter who actually pays the bills. I have multiple contracts with two networks at present. If I failed to pay on one I'm quite sure they'd cut off all my contracts with that particular network - regardless of which was up to date or where payments came from.

As part of my job I sell finance. It is not unusual to apply in someone else's name (if they agree, of course) even when the payment comes from the customer. If the customer defaults, the bank would pursue the person in whose name it was accepted.