Vodafone nightmare!

gezzaf

Hello,
My wife has had an account with Vodafone for about 11 years, about 5 years ago we had an additional handset and line on the account for my use.
Both bills were in her name on the same account and the payments were taken each month by direct debit. April this year my wife contacted Vodafone and asked if i could be an authorised person on the account as she had now moved to EE but the line I was using was still active.
This was apparently done, however when the next bill was due my wife received a bill for a negative amount.
I then received a text message on my phone telling me a bill was due for approximately double the usual amount, despite the payment having been taken from the account.
I contacted them to querie this and was told that the account was now in my name and i was being charged a month in advance.
I told them that that is not the case and that the account is and always has been in my wife's name and that the bill is not correct.
I was advised to go into the vodafone shop with the bill and talk to the staff there.
I did so and the staff advised that there had been a big mistake somehow and that the account was still my wifes but it had my name and my wifes DOB, there were a few bizzare errors on the account itself and that there was nothing they could do!
I rang customer services again to be told that they were extremely sorry, the account would be sorted and someone would ring me back. never happened. my wife has tried to talk to them several times about this, but they will not speak to her as the account is not in her name, and have even said she would have to pay £10 for a SAR to find out what is going on!
I have rang many times and been into the vodafone shop several times over the past few months only to be promised every time that it is an error on their part and promising to refer to a manager. They have not contacted me once or never called me back. I have recieved no bills since May, not even a letter. They havent taken any payments but have kindly set up an account on my credit file for an account that i have never had, with my name and my wifes date of birth!! now showing 2 months in arrears!! I caanot get anyone at vodafone to sort this out and it is having a negative effect on my credit now
Any Ideas??

diamonds

Seems rather easy to figure out, rather than put you as a registered user on your wives account, they changed the account details. Well Mr X with DOB X/X/X does not actually exist so you can ask the account be removed from your credit file on this ground and you do not have a Vodafone account and Vodafone should show proof of your name and correct DOB & credit agreement to contest the information is accurate.


Also call Ofcom and record a complaint against Voda, get your recorded complaint ref number and write to

Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

Send it First Class Signed For £1.73 (upto 100g standard size letter)


Given its past 8 weeks, copy all the above in a complaint against Vodafone to:

Ombudsman Services Communications
PO Box 730
Warrington
WA4 6HL
Phone: 0330 440 1614 (standard call charges apply)
Fax: 01925 430 049

Email: enquiries@os-communications.org
https://www.os-communications.org

Vodafone

Hi gezzaf,

If this remains unresolved, email me via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

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

Kind regards,

Lee

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