Help! Vodaphone cost my house sale

bornlovely

am at the end of my tether with Vodafone.

14months ago I attempted to shut down a phone number with them. Called up to cancel the contract. Easy! a month later received a email missed a payment. Called explained I had canceled my contract and this was an error. "No problem we will cancel your account". another month passes another email. ring again. "we are sorry i have now canceled your account".

However, they didn't stop billing me. When I called them up it would invariably take ages. They assured me numerous times that they wouldn't bill me any more.

Then I had intimidating calls from debt collecting agencies on my home answerphone, which scared my partner and daughter. Vodafone told me they had sold the debt. Although I didn't owe them anything.

I contacted the ombudsman and after a lengthy period Vodafone settled through the Ombudsmen. However, and this is where the real issue started,

A year later, we had a buyer for our property and went to look for our new home. Only to discover the failed payments had not been removed from my credit file contacted them and they said it wasn't gong to be addressed and I needed to go through the Ombudsmen again as the original settlement did not specify they would remove the failed payments from my credit file. Not being used to these issues, one would assume this would happen by default if they accept the fault was with them.

I contacted the ombudsman, who said they would need a deadlock letter from Vodafone. So back to Vodafone again, where I was this time told that they would remove it and did I know they actually owed me a small amount of money all this time. Obviously I hadn't been told that.

A week later I called again to check they had removed the credit mark, only to be told this time that they wouldn't help me and they would not issue a deadlock letter as they felt they had dealt with the complaint already.

So I went back to the ombudsman again, who told me I need to get a complaint reference. Only Vodafone told me they won't help me.

In the meantime we have lost the buyer for our home and are unable to move house, although we need to do so very urgently.

I have never missed a payment to Vodafone, but am put in a desperate situation. I no longer know where to turn or what to do. Can a phone company legally be able to put someone in this situation?

After the previous stress due to the threat from debt collection agency I thought we were over this horrible endless nightmare, but here I am back to spending several hours a day on the phone and with my family left unable to move house. I can't believe this type of treatment can be legal?

Does anyone have any advice on how I can possibly resolve this?

Vodafone

Hi bornlovely,

If you need help with this, email us 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 we'll check we've received it.

Thanks,

Nathan

Social Media Operations

Vodafone UK

Hutch100uk

I always find tweeting directly onto Vodafone page makes them listen!! Even just posting on here has got their attention. Tweet, comment on their facebook.......

bornlovely

Hello,

please see ref number belwo

13493009

bornlovely

I've been speaking to them for the last two weeks have actually told me today they cannot legally change my credit file.

When I challenged them they changed and said we can but we are unwilling to unless forced by the Ombudsman. What great customer service.

fusionx212

bornlovely wrote: »

I've been speaking to them for the last two weeks have actually told me today they cannot legally change my credit file.

When I challenged them they changed and said we can but we are unwilling to unless forced by the Ombudsman. What great customer service.

at any given point vodafone lies to you ask them for a copy of the phone call and make a complaint about that as well.

log a call with the ico about the incorrect way they are handling your data contact experian \equifax\callcreditand ask for a note to be placed on your credit file until further notice then send and spam every media page vodafone twitter facebook instagram email the c.e.o also do not stop until they give you a resolution.

if the ombudsman do not action or force vodafone to resolve then escalate and comlain about the fos aswell.

bornlovely

Thanks @fusionx212,

really helpful. I kept a record / transcript of one of the calls and the Vodafone representative actual admits it's not an issue for Vodafone as it does not affect them only me and they would only action if forced by the Ombudsman.

not sure how to use it, can I send this to the Ombudsman.

Thanks,

DCFC79

Well lodge a complaint with the ombudstandard and mention you have a recording or call them tomorrow and ask.

mparter

This is when the blas! attitude of these organisations (and the ombudsman) really get my goat. They just act like it's no big deal but here we have someone that has lost the sale of their home and are now unable to move, through no fault of their own.

Marktheshark

I feel you may have to start legal action to make them do anything.
As it relates to damaging published information and defamation of character you may need to research the best approach.
It may fall under Liable "pertaining" (legalese) to defamation and subsequent loss.

Vodafone

Hello bornlovely,

I’ve checked your reference number for you and I can see that we received this on 8 June, at 14:54.

We’ll be in touch as soon as possible.

Thanks,

Sarah

Social Media Operations

Vodafone UK