Help! Vodaphone cost my house sale

bornlovely

SLZ wrote: »

Can I clarify that you lost the house you were going to purchase due to the sale falling through as Vodafone had added incorrect markers and mortgage was turned down or is it because of the buyer of your house not wanting to buy? I've re-read the thread and it doesn't appear clear.

Either way Vodafone should sort out your credit profile and correct it, you should also by now have issued a notice of correction to all credit referencing agencies stating what's happening and for them to make a note on your profile for lenders to see.

You also shouldn't be giving them more time, they've had two weeks already and they've told you to go to the ombudsman to get them to do their job so do it and start legal proceedings as nothing makes a company more willing to sort something than legal proceedings that they'll lose (providing what you write is correct).

First time we were dropped as paperwork wasn't in order fast enough (just half a day!) due to VF panic. We missed our chance by half a day as were trying to chase VF to urgently have it removed. Fortuitously (we hope) the first buyers dropped out and it's now come back to us. We lost a buyer on ours then but have since had another two offers, one of which we've now gone ahead and accepted.

This time we have mortgage in principle so offer is accepted, but trying to get incorrect VF mark removed to move forward on proper mortgage.

Will start legal action soon as back from working abroad. Been difficult to do as much as this demands with various people such as ombudsman, local MP, credit company and Vf, due to time difference and having a job, but will be appointing lawyers the moment I touch down in uk.

Sad it comes to that though, as I've been really pleasant, polite and patient with them, nothing that could possibly warrant such bad treatment.

Arleen

bornlovely wrote: »

First time we were dropped as paperwork wasn't in order fast enough (just half a day!) due to VF panic. We missed our chance by half a day as were trying to chase VF to urgently have it removed. Fortuitously (we hope) the first buyers dropped out and it's now come back to us. We lost a buyer on ours then but have since had another two offers, one of which we've now gone ahead and accepted.

This time we have mortgage in principle so offer is accepted, but trying to get incorrect VF mark removed to move forward on proper mortgage.

Will start legal action soon as back from working abroad. Been difficult to do as much as this demands with various people such as ombudsman, local MP, credit company and Vf, due to time difference and having a job, but will be appointing lawyers the moment I touch down in uk.

Sad it comes to that though, as I've been really pleasant, polite and patient with them, nothing that could possibly warrant such bad treatment.

Just fyi you can appoint a solicitor from abroad, send them a scanned agreement in email + physical copy with courier so they can start working.

Vodafone

bornlovely wrote: »

Hello,

This is the reply, a bog standard copy and and paste job, no indication of timeline, even though you could action this with a rapid update to my credit file;


Hi

Thanks for your email.

I've checked your account and can see that our Customer Relations team are currently investigating your complaint.

Once the investigation is complete, they'll confirm our final position in writing as soon as possible.

Kind regards,

Lee
Social Media Comms

Hi bornlovely,

Please reply directly to the email you've received; this will enable us to look into this further for you and answer any additional queries you may have.

Thanks,

Sarah

Social Media Operations

Vodafone UK

Benzie

Hi bornlovely,

Please reply directly to the email you've received; this will enable us to look into this further for you and answer any additional queries you may have.

Thanks,

Sarah

Social Media Operations

Vodafone UK

I have nothing to do with OP but I am outraged at this response! Why on earth does OP need to contact you AGAIN???

You said - send an email and post reference - done
You said - we will be in touch ASAP and IF YOU HAVE ANY FURTHER QUESTIONS reply NOT 'you must reply in order for us to actually investigate this Royal balls up!'

Never will I buy anything from Vodafone in my life!

forgotmyname

Is that NEVER from Vodafone directly or Voda in another name or financially linked to them?

Quite possible your already giving them money.

Mez_Aimee_2

I am also having the same problem with Vodaphone! In fact ongoing problems with them on both mine and my partners mobiles and our mobile dongle!

I changed my bank account in December and the direct debit was not set up correctly, my phone was cut off, I rang to find out what was going on, paid the balance and reset up the direct debit. It took Vodaphone nearly a month to reconnect my phone, this was after me daily ringing them, I even went into store as a last resort and was laughed at by a member of staff in store telling me he has also had the same problem and good luck as it had taken him 2 months to have his reconnected, I had to argue with him to see the manager who decided to put a new sim in my phone. The next month I then got a £500 bill (they were billing me for the end of my contract) I then also got a default on my credit file for £230 which doesn't even make any sense as the amount is not the same. I rang them and they said they would resend out my bill, I have had to chase this and it took them 4 months for them to redo my bill! In this time they were cutting ym phone off every month until I rang up, last month it was cut off twice in the space of a week and this was after I had paid the corrected bill! I was tol I could get compensation for having my phone unworking for so long, they offer 2mb of data! I was then told by the same woman I have been charged an extra £10 a month for my contract as I have ofted in for extra data which I haven't.

My partner also got a phone at the same time and again his phone bill is meant to be £43 and has been over £60, we are waiting on him getting a refund for the corrected bill.

We also had a dongle which when we rang to top up they have charged us twice and a month on its still not been refunded!

Customer service is dreadful, I have never had any problems with contract phones before. The service we have received is actually laughable!

Vodafone

Hi Mez_Aimee,

So we can help you with this issue, please email a member of our team 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

Ptolemyspuzzle

Well after years of lurking this thread has finally prompted me to sign up.

Exact same situation. In January I cancelled 2 contracts the day after I had taken them out, within the 14 day cooling off period, after having monumentally bad customer service regarding my existing contract.

The following month my phone bill had a whopping £880 in early termination charges on it. Cue disconnection and many phone calls.

Each month this entire farce would repeat itself, the bill would land, I'd pay my monthly contract, they'd disconnect me and then I'd call them to point out the billing error which they repeatedly acknowledged and apologized for and promised me that it would be fixed within 28 days. They'd then apologise more, reconnect me "within 24 hrs" and promise to sort the bill (again).

In May my phone was disconnected again, however this time, my entire account was killed off and I was slammed with an early termination fee on my remaining contract, bringing my "final bill" in excess of £1000.

I spent around 24 hrs in total on the phone to Vodafone's "customer" service that month. They assure me it all sorted, I am reconnected (again). Checked my credit file today and I have 2 late payments and a default on my file courtesy of Vodafone, despite them assuring me that it this farce would have zero effect on my credit rating.

I have already lodged many formal complaints with vodafone, I have reported them to Ofcom. I have "written" to them on their forums as there is no way to actually "write" to them on their site. Next step is financial ombudsman, then probably my MP and a solicitor to claim back the phone bills I racked up on my home phone each time they cut me off and I spent several hours on hold.

I look forward to getting my generic Vodafone concerned customer service reply on here also!

DCFC79

Previous poster have you completed the form so the Vodafone rep can look into the issue ?

Post number 49 tells you what to do.

You could have used a pay as you go sim and tried the weq4u app to contact Vodafone.

DI'd you write to the address at the bottom of the Vodafone website, don't know if it would have worked but no harm in trying.

You can write to them using the contact us link.

Ptolemyspuzzle

I tried most things, including sitting in their store for almost 4 hrs whilst their own staff tried desperately to get through to their customer service departments and when that failed their dispute resolution department (they failed to manage that also). I've also sat for hours on the phone waiting for a "superuser" to fix things. Sadly it seems that their own staff have no more power than we as customers do.

I have written to them, and their ombudsman. We'll see where it goes from here.