Charged for a Cancelled account

[Semiskinned]

Cancelled my Contract on 3rd August 2015, and i'm still being billed every month. I cancelled my Direct Debit to stop any monies being deducted from my account. 

I ring up every month and wait in the queue, to be told the same lie that the mistake has been corrected. Then the following month the bill increases, its now affecting my credit rating.

The mobile phone was returned within the 14 day cool off period, by recorded mail, with a confirmation emailng saying it had been received.

I have been with EE now for 10 months using the same number i transferred from Vodafone.

How do you get the clowns on the phone line, to sort this mess out

[drey_p]

Hi there

Unfortunately, because you've cancelled the direct debit, it will have an impact on your credit rating.

You need to call up and once you are through, you need to speak to the credit file team.  They are the people responsible for dealing with defaults and should be able to sort out this mess. 

[BandOfBrothers]

Hi @Semiskinned

This is a guide I wrote with some information that maybe helpful to your situation. 

Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction.

[AnnS]

Hi @Semiskinned

If you cancelled your contract with the cooling off period, you should only have been charged the pro ratered line rental for the time you had the contract.

If you are still being billed for the contract, it looks like Vodafone never cancelled the contract.  If you are using the same number on a different network, porting the number should have cancelled the contract.

This is going to need some investigation at account level and should be something the Team here on the forum will be able to look into.

[Semiskinned]

Thank you for the replies, I'll contact the credit file team, tonight, hopefully they can sort it.
To add more context.
I had been a Vodafone customer for a few years, had problems with a blackberry not being able to use the mobile data,
SIM card would get data if put in another phone.
Phone would get data if a different sim was used.
But my Sim with my blackberry just wouldn't work,
this went on for months. I was getting charge for additional data it was a mess, the staff in the local Washington Vodafone, weren't interested.
As the contract was in the last 3 months Vodafone let me upgrade early so I went with a iPhone, however the problem with data followed. So it was agreed I could cancel, the phone returned and I went to EE.

[BandOfBrothers]

You're welcome. 

When it was agreed you could cancel if this was by Live Chat did you keep the transcript of the conversation or if by phone did they email you anything or send you anything to support the cancellation. 

[Semiskinned]

Always done it over the phone, the logs to my knowledge are stored with my account details, as every time i speak to someone they cannot understand why i'm getting charged, Last time I called in April, I took a reference for the call as I needed to build a case for the ombudsman, as the paperwork isn't enough. 

Reference for the call was ASH 1-4URVL1LJ

But I got another bill on 21.May.

Thing is

I cannot log onto vodafone account information as my account is no longer active.

Cannot input my phone number when ringing vodafone as number isnt recognised.

Personal in the Washington Galleries Shop say they cannot help and by the look on their faces when I ask for help couldn't be bothered anyway.

No complaints department which I can be transferred to.

7:50pm so been on hold for 20 mins, credit team finished at 6pm so will have to ring tomorrow at work.

However speaking to a person, I need to pay 5 outstanding bills totaling £10. she is currently looking at all the notes.

My using my landline atm.

Just had two calls to my EE mobile from 08080000133 (Vodafone)

She tried calling it.

Been on hold while she reads notes for 40 mins.

[Semiskinned]

well an hour must be all she could be on the phone for. She couldn't help.

Reference for Call was 9F457DC9945E7080. In all honesty she may of just rolled her face over the keyboard.

Shes going to ring me back tomorrow on my EE mobile.  

[Semiskinned]

So no call back from the women from last night, no surprise there.

Contacted Vodafone at 11am this morning on the land line while at work, 

(Didn't want to miss the call from Vodafone on my EE mobile.)

Spoke to another women and this time asked for the Credit File Team, 

She refused to put me through, Stating firstly that they don't speak directly to Customers and secondly I have an outstanding balance which must be paid before they can do anything. After asking again and again she put me on hold after about 10mins, she said they would look into it over the next 5-7 days. 

I asked to speak to someone in the compliants department, which she couldn't put me through, but some one would ring back on my Mobile in 3 hours. Surprise Surprise no call back. I've been given a reference number for the call.

Rang again at 6:24pm

It's now 6:42pm been waiting for a call back between 18-24mins. 

Going to try again.

editted text below----

 Vodafone rang back at 6:48pm. 

Asked for all my perosnal details

sent a confirmation text 169825

Note on account says Credit File team cannot do anything until outstanding balance had been removed. 

He was going to get the balance removed. And contact me in the morning after 10am.

I received text stating what they were going to do.

Text reads

This is to confirm there supporting notes on the account to action your request of removing the o/b on the account.

kind regards

Angelo

Call ref : TP5965

Here's hoping I get a call back tomorrow.

editted text.

Well no surprise there no call back.

Will try again next week

Editted text

Finally made contact with the Credit File Team on Wednesday.

My account charges had been cleared, so they would speak to me.

Spoke to a women who agreed that the charges on the account were a mistake, and she would get the account closed. With an email to confirming the account closure, foolishly I didn't take a reference for the call.

As no email has yet been sent.

Editted text 27.6.2016

After the closure of the account by the credit file team.

I have received another bill this time for 

£0.48 on 22.6.2016

contacted vodafone again on 27.6.2016 17:50 ref. 1-558YJ2WU

Asking why i'm beng billed he's going to speak to a superuser to get this removed.

He wouldn't put me through to the Credit File team.
i've been told the makes against my credit have been removed,

This charge will be removed and i'll get a call tomorrow.

[AnnS]

@Semiskinned

If you were in the last 3 months of your contract, those 3 months would still have needed to be paid.

If you cancelled you direct debit, Vodafone would have been left without an account to take the remaining money owing.