Vodafone Issues...

dougie1142

I wanted to start a new thread, just to keep things tidy and as things have progressed.

So;

I had an issue with my bill in June last year, it was >£200. Queried it immediately; it turned out to be a data leak as confirmed by the Vodafone shop. Since then, i've been promised so many things, and none of them have been fulfilled. Until November 2015, when i came to an agreement with Vodafone to pay half my monthly bill for the remainder of my contract. This I was happy with, and continued to make payments for 2 months. Then without any notice, letters, emails or phone calls my account was closed and a default placed on my account. I haven't been able to sort this out, despite actively trying.

The ONLY correspondence i received has been a letter from a debt collection agency in May stating i owe Vodafone £22.71, which i can't clear because it's being "investigated" by Vodafone as apparently Vodafone think i owe them £359.

So my question is, how legal is it for Vodafone to issue me a default on my credit file, and close my account which in turn stopped me paying my bill without any correspondence? I was never warned of my account closing, i was never warned i'd missed payments and a default was going to be placed if i didn't clear the balance. To this date i've still not received anything from Vodafone, i was going to ask them tomorrow to MAIL me a bill and make it itemized.

Conveniently every time i contact them no notes have ever been left on my account, so i'm forever repeating the details and naturally nobody is prepared to help as there aren't any notes. I've written the CEO a letter, recorded postage and emailed it. What is my next step? I've already contacted the Ombudsman, do you think this is the sort of case they can help with?

June 2015
Issued a bill for over £200
Queried the bill immediately with Vodafone and told to visit the Vodafone Shop to have my phone checked for Data Leak

4th July 2015
I visit the Vodafone shop, speak to a member of staff called Ewan. He checks my phone and confirms a data leak through the corrupt app "YouTube"
Informs me to call Vodafone back in 2-5 days so they can sort out the issue

6th July 2015
I call Vodafone 191, speak to an advisor that claims there were no notes left on my account regarding the data leak. He informs me to visit the Apple shop to confirm a data leak.

11th July 2015
I visit the Apple shop, they confirm the data leak but question why i have been sent to their shop as they have no correspondence with Vodafone.

21st September 2015
After many unsuccessful calls to Vodafone explaining my issue over and over again, i speak to an advisor named Candice - she understands the issue and despite there being no notes, she speaks to her manager and advises a full refund of the balance to my account, within 3-5 days.

25th September 2015
After no change to the balance of my account I call back to find out that she has also left no notes on my account stating a refund.
I ask Vodafone to listen to a recording of the call, they promise they will do this and call me back immediately. They fail to do so, then when i call back they tell me that they cannot listen to calls.

13th November 2015
I speak to an advisor named Liam, he understands the issue.
We come to an AGREEMENT that i pay 50% of my monthly bill (£24.75), and i can pay the remaining account balance (>£200) in any number of installments before my contract ends in September 2016. I am required to call each month to make a minimum payment of £24.75, i cannot setup a direct debit.

16th November 2015
I make a successful payment of £37.68

7th December 2015
I make a successfully payment of £30

7th January 2016
I call to make my payment, my account isn't recognized and I cannot login online
I fail to receive any communication from Vodafone

19th May 2016
After many many phone calls to sort out my account, i receive a letter from a debt collection agency requesting i pay £22.71, which has been requested by Vodafone.
I call immediately to ask if this will settle my account, and remove the default from my credit file
I'm informed i cannot make a payment as Vodafone is investigating, i've still not received any communication from Vodafone

7th June 2016
I speak to a Vodafone advisor called Zama, she informs me that the debt collection agencies balance and the Vodafone balance is contradicting. She agrees to call me back on the 8th so we can sort this out finally.

8th June 2016
Zama fails to call me back.


I appreciate any help!

mobilejunkie

If everyone started a new thread on Vodafone we'd be back to recent times when almost the whole of page 1 was dominated by them.

The answer is on the main thread, where it is repeated over and over again to save people from wasting their time staring new long threads and others repeating what to do about the unnending problems with Vodafone.

Having waited a year to follow the advice will make it more difficult than it would have been at the start.

dougie1142

mobilejunkie wrote: »

If everyone started a new thread on Vodafone we'd be back to recent times when almost the whole of page 1 was dominated by them.

The answer is on the main thread, where it is repeated over and over again to save people from wasting their time staring new long threads and others repeating what to do about the unnending problems with Vodafone.

Having waited a year to follow the advice will make it more difficult than it would have been at the start.

I appreciate that.

As an update this all got sorted, I had the default removed and the bill reduced to a much more manageable level through the Ombudsman. Just shows persistence pays!