Official Vodafone Complaints/Query Thread

dazzaofdagenham

I see Vodafone were doing a plan for unlimited calls.texts and 16gb of data for 19 per month inc of a entertainment pack.

Without much hassle got a credit of 19 pounds into account...
Spotify is 10 per month, so not a bad deal really.

Just to specify that this is a friend who bought this. I wouldn't go near Vodafone in a year of Sunday's

mook1

Hello,
Returned my galaxy Note7 to Carphone Warehouse and got a refund - Was told they had returned my contract to before the upgrade so i could now request my PAC code from Vodafone and cancel my contract. Spoken for hours on both the online chat and via the phone and am getting nowhere! Keep being told that as its was an upgrade i cant cancel my contract without paying a disconnection fee.. Carphone are adamant that the contract was reverted due to the Note7 exploding debacle, and that Vodafone are legally required to now allow me to end my contract..
Please help
Thanks (have used the form but didn't receive any conformation)

mook1

Ok some great news -
i rang again and was put through to an amazing guy named Andrew - he saw that the dates on my tariff were incorrect and got someone named Niomi to sort it. I now have my PAC code and am free of the Vodafone nightmare!!!

tleach

Hi,
I recently signed up to MSE's credit club and noticed on my credit report that there was a vodafone file present. I believe I closed the account and successfully used a PAC code to transfer the number across networks in 2015. I've submitted a form on the vodafone website following the advice listed on this forum; here is my reference number: WRT135 #16143193

Thanks in advance.

Martyn_B

Despite leaving Vodafone a year ago, they continue to try and make my life hell.

Basically I found out last month that they kept my account open (that I closed in June 2016) and I apparently owed them a lot of money. This has had a bad effect on my credit report. I rang them, coz as always, they won't help you in store... despite trying to argue with me about it, they did eventually give in and close the account, telling me that the defect on my credit would be removed...

New credit report today, surprise surprise not only has it not been removed, it seems like the account is still open as the amount I owe them has gone.

This is not the first time I have been lied to on phone, and as I have to ring them again, I doubt it'll be the last.

Is there anything I can say or do just to make sure this gets sorted properly? To say I'm sick of this would be an understatement. I'm currently looking at moving into a new rented property, with how my credit score is tumbling this could have a major impact on it.

I'm yet to ring Vodafone again. I'm too angry right now, I need to calm down first.

mobilejunkie

Of course there is. Follow the advice repeated endlessly on here and contact the WRT.

prefdavid

You could indeed follow mobilejunkie's advice and contact the WRT. Personally I would go straight to the top and email [EMAIL="nick.jeffery@vodafone.com"]nick.jeffery@vodafone.com[/EMAIL]

He's apparently been ensuring a number of customer problems get resolved and has gone on record as saying he personally reads any complaints addressed to him.

Martyn_B wrote: »

Despite leaving Vodafone a year ago, they continue to try and make my life hell.

Basically I found out last month that they kept my account open (that I closed in June 2016) and I apparently owed them a lot of money. This has had a bad effect on my credit report. I rang them, coz as always, they won't help you in store... despite trying to argue with me about it, they did eventually give in and close the account, telling me that the defect on my credit would be removed...

New credit report today, surprise surprise not only has it not been removed, it seems like the account is still open as the amount I owe them has gone.

This is not the first time I have been lied to on phone, and as I have to ring them again, I doubt it'll be the last.

Is there anything I can say or do just to make sure this gets sorted properly? To say I'm sick of this would be an understatement. I'm currently looking at moving into a new rented property, with how my credit score is tumbling this could have a major impact on it.

I'm yet to ring Vodafone again. I'm too angry right now, I need to calm down first.

tap92

Cautionary tale - abbreviated!
My son cancelled his contract and moved to a different provider. Once his contractual obligations were met he cancelled the direct debit.
There were demands for £70, challenged by phone, it all went quiet.
Applying for a mortgage was refused due to credit issues lodged by Vodafone.
Issue raised through WRT135 process advocated here. Told it would all be sorted.
One month after being told the issue would be sorted the debt was sold to a debt recovery agency.
Letter to the CEO time. Response to say that it will be sorted. Issues resolved on credit history. Debt recovery agency called to heel. Happy days.
Mortgage approved, moved in, 6 months go by.

Letter today from Vodafone for Overdue payment - Final Notice £70 due. Threatening a default against credit reference agencies and instructing a debt recovery agency!!!
AAAAAAARRRRRRGGGGGHHHHHHH!!!!!! How can they be so incompetent!

Never has there been any justification that the money was ever owed!

Current thinking is to pay the £70, it is not worth the risk of credit reference issues again.
Write to the CEO (again) demanding the £70 back plus 6 months fees at 2 credit reference agencies plus a good will payment. With the threat of a small claims court if not forthcoming.
Thinking of copying the CEO document pack to Watchdog, Rip Off Britain, You and Yours etc

Any other suggestions?

mobilejunkie

Ignore most of the above. Try the WRT again and if that still fails you could try the ombudsman, then failing that the legal route. You will need proof, however, and you don't seem to fully understand some basics:-

1) NEVER cancel the direct debit even IF the network says you can. Make sure there are no further bills or payments for a while afterwards and get a final bill to prove it's ended first.

2) Paying what they demand won't remove the adverse entries on your credit files; they will remain for the next six years.

Taking legal action to get the entries removed is more difficult that claiming money back - and even that is somewhat limited. It can also take a while and you need to present a good case - assuming you have also sent a convincing LBA first which might avert the need to actually end up in court.

dazzaofdagenham

mobilejunkie wrote: »

Ignore most of the above. Try the WRT again and if that still fails you could try the ombudsman, then failing that the legal route. You will need proof, however, and you don't seem to fully understand some basics:-

1) NEVER cancel the direct debit even IF the network says you can. Make sure there are no further bills or payments for a while afterwards and get a final bill to prove it's ended first.

2) Paying what they demand won't remove the adverse entries on your credit files; they will remain for the next six years.

Taking legal action to get the entries removed is more difficult that claiming money back - and even that is somewhat limited. It can also take a while and you need to present a good case - assuming you have also sent a convincing LBA first which might avert the need to actually end up in court.

Basically Vodafone can destroy people's lives and get away with it