Vodafone

CHJ21

Good morning,
Hopefully someone can help me with my on-going problem with Vodafone, who don't know the meaning of the words 'Customer Service' or 'professionalism' which has been going on for the last three and a half years.
I contacted Vodafone originally on 23/03/2016 about a default I have discovered on my credit report of over £400.00, with an attached default date of 12/12. Since then I have been informed by Experian that the account has been passed to a DCA, but then to be formed by the DCA it had been was returned to the client on in 06/13 (which I have prove of). Now I have spoken to both the DCA, who have sent me proof it was returned to the Vodafone, but they still don't accept liability and refused to tell me where the balance has now originated to. I have accumulated over five hours in phone calls to Vodafone, passed between the Billing, Sales, Collections and Crystal Customer Services Support team and call centres everywhere, yet I am still unable to speak to the 'Agency Liaison team', who I have been advised will be the ones who can tell me where the balance goes.
I am considering going through Vodafone's official channels of complaint, but believe this will result in more ignorance, incompetency and unprofessionalism.
What would be the advice of others on here, as a potentially vulnerable customer this isn't having a good effect on my health??

Sanctioned_Parts_List

It's always best to do this sort of thing in writing, partly because you can keep records of what was sent to whom and when, partly because it's less stressful than dealing with the Faustian nightmare of call centres. (n.b. link is sweary).

Is the debt actually yours? As in, did you ever fail to pay a Voda account? Three years in, it might be a little late to start again with a Prove It letter but I'm sure there's no harm in trying.

If Voda do prove it, or if you know the debt is yours, then the next is a complaint letter - make sure the word "complaint" appears in the letter's title for it to be taken seriously, as it's quite apparent that Voda are being their usual disorganised selves, and won't do anything until it's a written complaint with appropriate threat to call in the ombudsman. There's probably a template letter on here somewhere to get you started.

Anyway, stop phoning, start writing - it's both more relaxing and far more effective

sourcrates

Hi,


Good advice above, always put complaints such as this in writing, stay off the phone.


You don't mention if this is your account or not, but from the tone of your post, I'm assuming you know nothing about it, in which case the "provit" letter is the way to progress here.


Dependant on what you get back, there are further steps you can take to resolve this, including a mobile services ombudsman.

Stevie_Palimo

As a side note here you will better off making sure that you have a informed complain only rather than a rant as you have posted above, This needs to list the points only and if you add any attitude to it be prepared to be put to the bottom of the pile.

Whilst you may be annoyed at this situation you must remember it is people you are dealing with and manners cost nothing at the end of the day.

Vodafone

Hi CHJ21,

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Thanks,

Sarah

Social Media Operations

Vodafone UK