Help! Vodaphone cost my house sale

slopemaster

I had a similar issue with Vodafone some time ago.
Contacted my MP, and it was quickly resolved.

bornlovely

Thanks very much I am waiting for you to contact me.

I had yet another call with one of your Customer "Care" team. Your staff member stated that Vodafone can not legally retract this from my credit rating. Then he changed it to state that you can, actually, but you won't - unless forced by the ombudsman - as it doesn't affect Vodafone it only affects me and my family. He then went on to say "we are Vodafone we can do what we want, we could send you 10 phones" i said please all I want is for these failed payments to be removed from my file, nothing more.

I find this particularly appalling as it shows an institutional negative cooperate culture when it comes to customer care.

It definitely has had an impact on my family - who have been terrified by debt collecting agency staff. And we have now lost our house sale and can't move, which we very urgently need to do. Our future mortgage options are now lost, because of a Vodafone mistake.

I've been pleasant, polite and patient throughout - I simply have no idea how a mistake you admitted to warrants such shocking and consistent obstructive responses from Vodafone.

Please do feel free to contact me about this.

bornlovely

Thanks @slopemaster. I will definitely be taking this to my local MP.

bornlovely

Vodafone wrote: »

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

Thanks very much I am waiting for you to contact me.

I had yet another call with one of your Customer "Care" team. Your staff member stated that Vodafone can not legally retract this from my credit rating. Then he changed it to state that you can, actually, but you won't - unless forced by the ombudsman - as it doesn't affect Vodafone it only affects me and my family. He then went on to say "we are Vodafone we can do what we want, we could send you 10 phones" i said please all I want is for these failed payments to be removed from my file, nothing more.

I find this particularly appalling as it shows an institutional negative cooperate culture when it comes to customer care.

It definitely has had an impact on my family - who have been terrified by debt collecting agency staff. And we have now lost our house sale and can't move, which we very urgently need to do. Our future mortgage options are now lost, because of a Vodafone mistake.

I've been pleasant, polite and patient throughout - I simply have no idea how a mistake you admitted to warrants such shocking and consistent obstructive responses from Vodafone.

Please do feel free to contact me about this.

dumpyboy

In my local paper there is a whole page devoted to voda phone and there complants they been haveing by a James walker off https://www.resolver.co.uk more complants have gone to of com about them ,then any one else shame they gat the guts to do anything about them

bornlovely

dumpyboy wrote: »

In my local paper there is a whole page devoted to voda phone and there complants they been haveing by a James walker off more complants have gone to of com about them ,then any one else shame they gat the guts to do anything about them

Thanks so much for this. I'll head over to it now and have a look. Just lost our dream house today too. Heartbreaking.

baldelectrician

If you can prove VF were at fault you could go after them for consequential loss
I would suggest you do a SAR (subject access request) right away and STOP communicating over the phone with them- only writing - then you have a record
Make sure the SAR requests copies of all calls and notes on your account

bornlovely

Vodafone wrote: »

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

Thanks very much I am waiting for you to contact me.

I had yet another call with one of your Customer "Care" team. Your staff member stated that Vodafone can not legally retract this from my credit rating. Then he changed it to state that you can, actually, but you won't - unless forced by the ombudsman - as it doesn't affect Vodafone it only affects me and my family. He then went on to say "we are Vodafone we can do what we want, we could send you 10 phones" i said please all I want is for these failed payments to be removed from my file, nothing more.

I find this particularly appalling as it shows an institutional negative cooperate culture when it comes to customer care.

It definitely has had an impact on my family - who have been terrified by debt collecting agency staff. And we have now lost our house sale and can't move, which we very urgently need to do. Our future mortgage options are now lost, because of a Vodafone mistake.

I've been pleasant, polite and patient throughout - I simply have no idea how a mistake you admitted to warrants such shocking and consistent obstructive responses from Vodafone.

Please do feel free to contact me about this

bornlovely

baldelectrician wrote: »

If you can prove VF were at fault you could go after them for consequential loss
I would suggest you do a SAR (subject access request) right away and STOP communicating over the phone with them- only writing - then you have a record
Make sure the SAR requests copies of all calls and notes on your account

Thank you so much that's brilliant advice. I'd never heard of that but will add it to my ongoing list and do it straight away tomorrow. Who needs a full time job when you're an ex customer of VF?!

bornlovely

Vodafone wrote: »

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

Hi Sarah

I still haven't heard from you!