Account Passed To DCA in error

[shaunn1983]

Hi There

I am having a nightmare with Vodafone and just do not know what to beleive anymore or who to turn to.

So I contacted Vodafone on the 1st December 2016 to speak about my arrears to try and get my account back in good standing order. The guy advised he could not discuss my account as it was passed to Fredricksons in October 2016. So I call them the next morning all very strange as I have not any communication from Fredricksons, they have my details as I dealt with them for 1 month in March of this year in relation to Vodafone but it was paid and my account passed back to Vodafone.

An anxious nights sleep and I call them in the morning to be advised I am not with them and I owe them nothing so to go back to Vodafone, they sent a statement of account which showed zero balance.

Back to Vodafone again and this time I am told now there is a collections flag on my account which means it is not with Fredricksons but with them. I explained my situation with health and other short term problems and she agreed to set up a payment plan which I would pay alongside my normal monthly bills for the next 5 months I also paid just under half of my balance at the time and paid £200 on the 2nd December. She connected my lines back on and I was away happy my lines are on and an agreement to get back up to date. Another note is my lines had stayed on up until the end of November.

Anyway since then lines cut back off last week, contacted Vodafone again today 14th December to now be advised my account is back with the DCA, the notes can be seen from the 1st and 2nd about my conversations the payment arrangement etc. He is not sure what has happened so pops me on hold for a period of time and then comes back and confirms account is with DCA but he will request the account back as the arrangement should of been set up on the 2nd December and not passed to the DCA, he also connected my lines again but advised it may go off again in 24 hours.

I suffer with stress and depression and this is all driving me mad I have no idea what is going on with my account or who it is with, I get everything sorted in an arrangement on the 2nd or as I think only to find out its all gone wrong and passed to a DCA.

Help please 😞

[BandOfBrothers]

Hi @shaunn1983

I totally appreciate the stress and uncertainty this must be causing. 

It sounds like things are being actioned on your Account and then somehow Vodafone Systems are taking over ruling what's been in place. 

You are already speaking with the correct departments to get this running correctly. Take names and date and times. 

If using Live Chat request a Transcript of the chats before you end the session. And screenshot them in case the email they send with it in glitches. 

You could also write to Vodafone via Recorded Delivery to

Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

Vodafone also have a Code of Practice with help information in. 

Code of Practice.

This also has an Online Form you can use. 

As this is happening I would also suggest checking your Credit File to ensure only the correct Default and Markers are showing. 

Http://www.experian.co.uk offer various options to view this. 

I hope this is resolved asap for you. 

[shaunn1983]

Hi Lee

Thanks for your reply, my credit file just shows arrears and has been mainatined at the same level of arrears for several months.

I have just got off the phone to Fredricksons and they are advising...................... you guessed it that the account is not with them.

I just give up Vodafone are saying speak to them, they are saying they can not do anything on my account.

This is just a joke now and the last thing I need over Christmas.

😞

[BandOfBrothers]

You're welcome. 

The Vodafone Community Forum is owned and monitored by Vodafone U.K. There is members of the Vodafone Team here who are available to respond and Help where they can. They are easily identifiable as they have the Official Vodafone logo next to their name. All posts are read by them.

I'm sure they will be in touch as soon as possible. 

[lyonsj400]

@shaun1983

This kind of behaviour from Vodastaff is nothing new. I have had promises broken by them on several occasions. I have decided that the best thing to do is to record all calls with them and play them back to the next advisor when things don't materialise as promised. Next post them here, Youtube, or on any public forum and then send the CEO of Vodafone a link to where you've uploaded it. It might seem very stronghanded, but what they are doing to you (through incompetence) is nothing less.

To anyone else thinking why I am so harsh, I have been ripped off myself. I have chat transcripts of one agent promising to get something done and when nothing is done, the next agent promises the same. The third time when nothing is done, I'm passed between 3 or 4 different agents where each time I have to start again from the beginning. Their customer service is DIABOLICAL!!

[BandOfBrothers]

Hi

It is indeed a good idea to make notes of what's been discussed and retain evidence. 

Just one thing to note about recording a call. 

That's fine if the agent is aware and then can be used by replaying that to Vodafone. 

However it's not permissible to then share that recording with a 3rd party or sites such as YouTube. 

https://en.m.wikipedia.org/wiki/Telephone_recording_laws

[ChazzD]

@shaunn1983 @lyonsj400

I've sent you both a private message with details on how to get in touch with the relevant teams.

For anyone else with the same issue, please contact customer service.