A huge mobile bill from Vodafone , now debt collector

BNA

Dear Forum users ,

Please help me .
Back in March 2015 i found out that my son's phone has been block due to a very high bill form Vodafone .£ 2323.78 for a data usage . We were not abroad and he was in school during the day . I have contacted Vodafone , have written the complained letter , but no good outcome . Last time I have spoken I have been promised that someone form head-office will call me . However , later I have received a letter that my contract now terminated and now my bill is £ 3224.64.
I have contacted them again and I was promised that someone will call me back .
I had to replace the mobile hand set in a mean time .
Today I have received a letter form debt collector giving me 7 day to pay , but in reality its only two days left .
What do I do ?

Sorry if I have repeated someone posts and threads,

Thank you
Nadia

KingS6

Hello Nadia.

So you have you received the bill in error?

What was the result of you sending a complaint letter? Did Vodafone write back to you with their view?

If it's been more than eight weeks since you started the complaint and you've not achieved a satisfactory result you can refer the case to the Ombudsman service free of charge and let them adjudicate. However when was the complaint first made?

May I ask why you "had to replace" the handset?

When did you speak to head office?

Is Vodafone only chasing the debt now despite the bill first being issued in March 2015?

Why are they only terminating the contract more recently?

Do you have the dates of when all your communication with Vodafone took place?

Have you been making repayments or are you still disputing outright?

Whether the debt is your fault or not you now have a serious amount of debt against your name. Please contact Citizen's Advice Bureau with all the information. Also seek specialist advice from the debt charities.

BNA

Dear KingS6 ,
Thank you for your reply.
Vodafone insisting that the bill was not an error . The amount actually was of £ 2824. 78 was during two weeks period (for data usage). I have looked at phone usage since I have took the contract and is was very high throughout the day and night .That mean he has to be on a phone constantly. I have wrote again to them and still the same .
The first letter dated on 30/05 , as I was trying to get reasonable reaction from the company .

The handset I have replaced because it was a faulty trough insurance i took through carphonewerehouse , however the did not want to help in my case either ,

I have not speak to the head office , they never call , in fact no one ever called me back .I have given my mobile number . They only were sending text to my son's blocked phone .

The Vodafone has cancelled my account back in February , despite me calling at the number provided and believing that Vodafone will be sensible .

Yes Vodafone chasing me only now for the bill back in March 2015.

I have predominately all dates of the call , many times I was just cut off , after waiting to speak to someone .

No , I have not made any repayments I was paying only my monthly amount per contract before the termination , and I am disputing the whole amount as its unreasonable .

My may concern what do I do with debt agency as Vodafone have sold my account .
Do you think I can get a solicitor to help me fight ? ( not sure where to find a good one) , hos/her fees would not be £ 3000 .

Thank you
Nadia

mobilejunkie

The whole amount doesn't sound unreasonable. You contracted to pay for excess use when you took out the contract. You drastically went outside the bundle. They reasonably billed you for the amount used and you refused to pay.

Whilst Vodafone's complete lack of customer service is well established and appalling, why are you complaining and refusing to pay a legitimate bill? Why are you surprised that it has spiralled in terms of the amount and is now with debt collectors? Why on earth did you get a mobile contract - which is a blank cheque book - for a child in the first place?

You could follow the constant advice and contact the WRT who may help (see main Vodafone Complaints Thread), but legally they don't appear to be acting "unreasonably" - it's more appropriate to label you "irresponsible". By the way - your credit record is now trashed externally for the next six years.

Herongull

If you are sure the bill is wrong you should follow the dispute procedure:
https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/dispute-a-phone-internet-or-tv-bill/

Also worth trying to contact the vodafone rep on this forum.

Children can go though a lot of data if they using video. Have you spoken to your son? Are you certain the bill is actually wrong?

I know this is shutting the stable door but in future only give children PAYG phones. Never allow a child to have unsupervised access to a contract phone

dazzaofdagenham

Herongull wrote: »

If you are sure the bill is wrong you should follow the dispute procedure:
https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/dispute-a-phone-internet-or-tv-bill/

Also worth trying to contact the vodafone rep on this forum.

Children can go though a lot of data if they using video. Have you spoken to your son? Are you certain the bill is actually wrong?

I know this is shutting the stable door but in future only give children PAYG phones. Never allow a child to have unsupervised access to a contract phone

Isn't that last statement a bit harsh.

Some children are responsible and know the value of certain things and when / how to use a handset.

ballyblack

but in future only give children PAYG phones.

Or just get a capped contract such as Tesco mobile. Phone will shut off automatically when a limit set by YOU is reached

Simples!

d123

dazzaofdagenham wrote: »

Isn't that last statement a bit harsh.

Some children are responsible and know the value of certain things and when / how to use a handset.

Whilst it could be seen as a bit harsh, it's true..

dazzaofdagenham

d123 wrote: »

Whilst it could be seen as a bit harsh, it's true..

No it isn't true in all cases...

Vodafone

Hi BNA,

So we can help you with this issue, please 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

BNA

Dear Nathan ,
This is my reference number
Re: WRT135 [#14381182

Thank you

Nadia