The quest for proof

dannydorko

Hi, apologies if this is the wrong section to post this. Advice would be greatly appreciated with this frustrating matter.

So I came to the end of my pay monthly vodafone contract early this year. I had an outstanding balance which I paid off and I requested to change to pay as you go as I dont use my phone much.

Months later I recieved a letter from a debt collection agency saying I owed £80 to vodafone which Im pretty sure was the outstanding balance I paid off. Can't remember their name..began with A and was based in Liverpool. I phoned Vodafone and they informed me their was an error on the system and I didnt owe any money, they said they'd clear it and inform this debt collection agency. Cool, sorted.

However yesterday I recieved an answer machine message from a different debt collection agency called Zinc who when I called them back informed me that I owe £80. I phoned vodafone yet again who said the same as before..that I don't owe any money but when I asked if they could send proof of this to Zinc they wouldn't. They said they couldnt even send me a letter to say I dont owe any money. I'm baffled by this as they resolved it with the previous agency. The Zinc person said I'm liable, I need to prove it...

In a state of confusion I went to my local vodafone store, the advisor showed me my account on screen and explained their was a system error and that I was actually in credit and technically vodafone owed me because they cancelled my line! Only 9 quid which I'm not fussed about getting, I just want to resolve this issue. He explained to me that they used to have liason people but they dont anymore, or that they're not allowed to call Zinc..something like that. So as it stands now, Zinc has given me 7 days to try and resolve this...the advisor in the shop has sent an email to Zinc to try and prove that I owe nothing... I have a sneaking suspicion this wont work because he told me specific people have to deal with this because of legalities so does anyone have any other suggestions on this ridiculous matter?

National_Debtline

Hi Danny,


I would suggest a written formal complaint to Vodafone, plain and simple, and make sure you send a copy to Zinc and ask them to put it on hold. Outline all of this to Vodafone (again) and ask them to cancel the debt, and if they refuse you can escalate the matter to the Telecommunications Ombudsman.

Zinc should put everything on hold pending the outcome, if they don't then you can make a complaint to them as well. Keep copies of everything you send and I would also suggest you check how this has been marked on your credit files. If it is £0 then you could use that as proof, if there is a balance showing ask for that to be corrected as part of your complaint.


Laura
@natdebtline

sourcrates

Just to add to Lauras excellent advice above, there is also a vodaphone rep on this forum who is usually active.

They may pick this up as well, to add another string to your bow.

Oh, and £9 quid is £9 quid, it's your £9 quid not theirs, ask for it back along with something for the trouble they have caused you.

dannydorko

Thank you for your advice guys, much appreciated. Is there anyone specific I have to send the letter to at Vodafone?

sourcrates

dannydorko wrote: »

Thank you for your advice guys, much appreciated. Is there anyone specific I have to send the letter to at Vodafone?

Just mark your letter "COMPLAINT" IN BIG BOLD LETTERS !!!

It'll find its way to where it needs to be.

Vodafone

Hi dannydorko,

We'll be happy to take a look into this for you. Please contact us via email 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

Carly
Social Media Operations