Do I need to hire a solicitor to deal with Vodafone?

jneves

Hi,

I'm angry and annoyed at Vodafone UK, going on desperate. They are failing to close an account since October and I don't know what else to do. Maybe someone can help?

1) In 2014 my partner had her iphone 5S under repairs. To replace it, she entered a contract with Vodafone UK for an iphone 5C for £22.50. The sim was never used (we still have it sealed in a drawer).

2) In October 2015 we sold the phone and add the rest money to pay the £185 to close the contract. Paid with a debit card.

3) Later we get another bill for £22.50. On the phone they started saying that it's because we used the sim after the closing of the contract (yes, they meant the sealed one). Then they said they didn't receive the payment and told us to go to a store to show the bank statement and that would settle it. We went to the closest one (a few miles away) and supposedly that was it.

4) We receive a letter from a debt collector. We tell them we don't owe anything. We contact Vodafone asking !!!!!! had happened and get a repeat of "we didn't get your payment". My partner finds a Vodafone debt on her credit file.

5) We give up on Vodafone and go to the Ombudsman that decides in our favour and orders Vodafone to close the account, clean the credit file and pay us £50 for the bother. The deadline was April 28th. On April 30th we get a letter from Vodafone apologising and saying that all the rest has been done. The £50 had been transferred to her account. All well, right?

6) We receive a notice of debt by Vodafone for "£.00" (yes, nothing to the left of the dot). Vodafone says not to worry that the account is closed.

7) Last Friday we get another debt collector letter for a debt of £34. On Saturday morning we tell the debt collector that the debt doesn't exist.

8) On Sunday I just dumped the situation on twitter. Vodafone's social media team picks on it, we talk on the phone and trade a few emails, that end with them telling us this morning that everything is dealt with.

9) This afternoon we get an SMS from the debt collector. Talking with them we're told that our "account" was put indefinitely on hold (by coincidence after I kind of exploded about it on twitter).

Any suggestions how to get the account definitely closed? I'm running out of ideas other than just hiring a solicitor.

Thanks in advance,
João

globalds

There is a vodafone rep who used to use this site.
I used him to get an unasked for third contract closed up properly.

Hopefully someone will post a link to him if he is still around and you can PM him to get onto your case

shaun_from_Africa

Here you go. Try sending a message from this page:
http://forums.moneysavingexpert.com/member.php?u=791417
Asking if they will look into your problem.

jneves

Thanks, but I just got the message "Vodafone has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her." Hopefully they'll see the message...

wealdroam

jneves wrote: »

Thanks, but I just got the message "Vodafone has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her." Hopefully they'll see the message...

Yes, company representatives cannot receive PMs.

He was logged in earlier this evening, so hopefully he will see your post when he next visits.

globalds

did you follow these instructions ?

http://forums.moneysavingexpert.com/member.php?u=791417

About Vodafone Biographyvdfn.co/1d98zmW - To access the form enter the code WRT135 & quote MSE in the question box.

vdfn.co/1d98zmW
copy and past that into your browser then use the code

jneves

I didn't mention MSE but those were the same instructions I was given on twitter on Sunday. And yes, I did contact them and they asked me the ticket number today after the latest explosion.

ElefantEd

Send them a cheque for £0.00 with a note saying that this pays off the account and please to close it. Get the local paper to photo you posting it and maybe you'll go viral, which would be entertaining and worth the stamp!

Vodafone

jneves wrote: »

Hi,

I'm angry and annoyed at Vodafone UK, going on desperate. They are failing to close an account since October and I don't know what else to do. Maybe someone can help?

1) In 2014 my partner had her iphone 5S under repairs. To replace it, she entered a contract with Vodafone UK for an iphone 5C for £22.50. The sim was never used (we still have it sealed in a drawer).

2) In October 2015 we sold the phone and add the rest money to pay the £185 to close the contract. Paid with a debit card.

3) Later we get another bill for £22.50. On the phone they started saying that it's because we used the sim after the closing of the contract (yes, they meant the sealed one). Then they said they didn't receive the payment and told us to go to a store to show the bank statement and that would settle it. We went to the closest one (a few miles away) and supposedly that was it.

4) We receive a letter from a debt collector. We tell them we don't owe anything. We contact Vodafone asking !!!!!! had happened and get a repeat of "we didn't get your payment". My partner finds a Vodafone debt on her credit file.

5) We give up on Vodafone and go to the Ombudsman that decides in our favour and orders Vodafone to close the account, clean the credit file and pay us £50 for the bother. The deadline was April 28th. On April 30th we get a letter from Vodafone apologising and saying that all the rest has been done. The £50 had been transferred to her account. All well, right?

6) We receive a notice of debt by Vodafone for "£.00" (yes, nothing to the left of the dot). Vodafone says not to worry that the account is closed.

7) Last Friday we get another debt collector letter for a debt of £34. On Saturday morning we tell the debt collector that the debt doesn't exist.

8) On Sunday I just dumped the situation on twitter. Vodafone's social media team picks on it, we talk on the phone and trade a few emails, that end with them telling us this morning that everything is dealt with.

9) This afternoon we get an SMS from the debt collector. Talking with them we're told that our "account" was put indefinitely on hold (by coincidence after I kind of exploded about it on twitter).

Any suggestions how to get the account definitely closed? I'm running out of ideas other than just hiring a solicitor.

Thanks in advance,
João

Hi João,

Please send us your reference number, so we can get this chased up for you.

Thanks,

Sarah

Social Media Operations

Vodafone UK

jneves

Hi Sarah,

The latest one is #13377602 (it's in the name of my partner E.B.).

Thanks in advance,
João

Vodafone

Hi João,

I can see that we've been in touch yesterday about this.

If you have any queries about what we've said, please reply to the email.

Thanks,

Sarah

Social Media Operations

Vodafone UK