Help with Vodafone

AlMasri

Hi,

Unfortunately my partner is currently having a terrible time dealing with a similar problem so if someone could help out it'd be much appreciated.

She had paid her contract out in full and cancelled by phone on it ending. She opened a new primary bank account shortly after so didn't realise Vodafone had continued to charge her old account. On phoning Vodafone she was told they had no confirmation of the cancellation (was 100% cancelled) and were really unhelpful despite seeing there had been no use on the contract for a considerable time. RBS retrieved the money back as it was disputed and recognised this had happened with lots of their customers. It was assumed this was the end of it as we heard nothing since but have now received a letter from Lowell at our new address demanding £568 which is obviously quite distressing and completely unfair.

Again really appreciate any time or help offered.

Daniel

Thierryhenry12

I had issues with Vodafone overcharging me for internet when it hadn!!!8217;t even been installed.

I was passed around so many people with empty promises of sorting in the end I went in their shop where I live and refused to move until it was sorted.

Whilst it!!!8217;s not the same issue, I understand your frustration and I guess you could try what I have done.

Vodafone

Hi Daniel,

I understand the concerns you've raised here.

So we can investigate your partner's account further to see what's happened, please ask her to email us via the form here.

To access the form she'll need to enter the code WRT135.

As well as stating her query in the question box, she'll also need to quote "MSE Forum".

Once sent, she'll receive an automated reply with a reference number. Post it on here and I'll check it's been received.

Kind regards,

Lee

Vodafone Social Media

[Deleted User]

Hope you get it sorted soon. I was overcharged on every single bill from Vodafone despite their promises to sort it out, so I cancelled my contract, but it caused months of stress.


One thing you might want to check once it's sorted is that the account is really closed at their end (even when they stop demanding money from you). Long after I had closed mine (and had proof it was closed) and they had stopped charging me, I noticed that the account was still marked as active on my credit file. I got Equifax to sort it out for me.


Good luck!

sourcrates

fun_and_sunshine wrote: »

Hope you get it sorted soon. I was overcharged on every single bill from Vodafone despite their promises to sort it out, so I cancelled my contract, but it caused months of stress.


One thing you might want to check once it's sorted is that the account is really closed at their end (even when they stop demanding money from you). Long after I had closed mine (and had proof it was closed) and they had stopped charging me, I noticed that the account was still marked as active on my credit file. I got Equifax to sort it out for me.


Good luck!

I have to say that of all the mobile networks, Vodafone crops up on these forums the most when it comes to complaints, strangely though, not one poster has ever come back to update us or to tell us they had a resolution.


I`m not sure what that implies to be honest.

theloveinsideus

I had issues with vodafone where they were charging me for insurance that I requested cancellation of several times over the course of a year - when I escalated the complaint and asked for a refund of the money, they revealed it was for a phone that was no longer part of my contract! It took about 18 months of pushing in total to get the money back but they eventually refunded the full insurance costs and compensation on top of that, but every time they argued that they had no record of any of my phone calls requesting the cancellation.

AlMasri

Hi Lee,

Thanks for the quick reply. She has now sent off the form, reference: 19024710

Also appreciate the comments left from other users. Have had the same problems with Vodafone not acknowledging previous phone conversations so hopefully this will be more productive. Will be sure to update the thread when this is (hopefully!) sorted.

Vodafone

Hi Daniel,

Thanks for returning to the thread.

We've received your partner's email and replied to it earlier this morning.

Kind regards,

Lee

Vodafone Social Media

AlMasri

Unfortunately this has went absolutely nowhere after answering some security questions. I don't imagine this could be sorted quick by someone here?
It's obviously quite distressing.

anna_1977

I'd try and look out the email for the UK CEO for Vodafone - I had a terrible problem with them about 8 years ago and they registered a default for a mobile dongle that was never activated or used (was a freebie with contract). After emailing the CEO the default was remove. I'll see if I still have any of the paperwork when I'm back home to help with contact details

sourcrates

Look up the mobile ombudsmen responsible for Vodafone (Google is your freind) and escalate the compliant to them.

Write and tell Lowell the account is still in dispute and to hold action.