Vodafone default after cancellation - mortgage issues

spiro

bertiewhite wrote: »

Sami, I have every sympathy with you.

I have recently discovered that Vodafone allowed my stepdaughter to upgrade the original (paper signed) contract I took out with Carphone Warehouse for her as well as adding a tablet/data account at the same time.

All she had to do was set up an online account using the existing phone number and my name, DoB and an OLD address. She then asked for the new phone & product to be sent to an alternative address. All this was done via livechat!!

However when it comes to sorting out this mess, I had to go in person to my nearest store, 30 miles away and prove who I was.

It's still not sorted and Vodafone have indicated they would rather incur more cost sorting it out through the communications ombudsman than cancelling the contract that I never took out in the first place.

Vodafone's security procedures are a joke.

Yeah, but in your case your step-daughter committed fraud. You say Vodafone have done little about it, have you reported her to the Police as the fraud was committed in your name?

Samih1989

Thing are looking much more positive now since posting. Lee from Vodafone called me to confirm that I should not have been charged and that a default will be removed. Since then, I've had an email and letter confirming I owe no money on the account, and the default has disappeared off my Equifax credit report.

All I'm waiting for now is a refund, which I'm expecting a call about soon.

allison83

I had a 24 month contract with Vodafone from December 2013. I had to previously cancel my direct debit with Vodafone as they consistently took money from my bank account earlier than agreed on contract, resulting in me receiving months of bank charges due to returned direct debits and late payment charges from Vodafone that were disputed month on month. As a result, I cancelled in December 2015 and received a final bill for over £180! I called Vodafone to dispute this and was informed that and early cancellation fee of over £150 had been added and he could see this was in error as I was out of contract, I was informed I would receive an amended bill through the post. Second bill arrived and it was exactly the same as the first, I called again, had to argue with the advisor that I was out of contract so this bill was incorrect. After further investigation he conceded I was correct and would send out the amended bill and not to make payment until this received as the automated payment method would only accept full payment as the contract had ended. I received nothing further from them and assumed it had been rectified. Today I received a call from a debt collector saying I owe over £180, he was very rude, accused me of not paying my bill or early cancellation charge which is extremely unfair as I took more steps than I should have had to to rectify the mistakes Vodafone had made. He also told me not to attempt to contact Vodafone as I had no right to as the collection company owns my debt? I've now looked and sure enough I have defaults on my credit file!! This is extremely unfair and I don't know where to go from here??

Thanks and sorry for the long post.

mobilejunkie

Same as always. Contact the WRT on the main Vodafone complaints thread following the instructions.

Samih1989

Update:

Since posting on this forum, the Social Media Team Haagen addresses all issues that have been ongoing for two years; they've sent me an email and letter confirming that I owe nothing on my account, have removed the default from my credit report, and refunded the £125 payment that I should not have been charged. In true Vodafone style though,

I also received a letter informing my that my debt has been transferred to a debt collection agency, but I hope that was an automated letter that is outdated by the above.

I'm very pleased that these issues have been resolved and hope that it means I can proceed with my mortgage application. The social media team have been incredibly efficient and professional; I just hope Vodafone consider extending this to their main customer service centre, which feels completely divorced from the rest of the organisation and simply there to answer calls for the sake of it.

If youre unfortunate enough to face a similar situation, I'd strongly suggest not bothering with the main Vodafone call centre and contacting the social media team via these forums instead, otherwise be prepared for years of not getting anywhere.

Vodafone

Hi allison83

So that we can look into your issues, please email me via the 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 I'll check I've received it.

Samih1989 Thanks for letting us know that your issues have been resolved.

Kind regards,

Sukhi

Social Media CARE

Vodafone UK