Contract to SIM only to this?

[ryoka]

Hi,

I'm hoping someone can please help me here.

I WAS a Vodafone customer for two years on pay monthly. It wasn't until I was notified that I could upgrade I enquired and went ahead on the SIM only deal. However, this was sent to my old address. Vodafone cancelled this and returned it.

I was then sent a new SIM only to my current address, however on receipt, had it returned via their DPD tracking and cancelled. I then went with EE.

In December I was cleaning junk emails and saw one off Vodafone demanding circa £100.00. I contacted them, one hour on, advised that it's due to an outstanding account. Back and to conversation led to them agreeing £2.60 as an acceptable fee to close the account; which I paid and have proof of.

Today I contacted Vodafone again to ensure it's all good, simply because everyone o speak to at Vodafone is incompetent. Anyway, yes, incompetent being key word - I apparently now owe £130.00?!

I'm stressed to hell and back over this. I feel as if there's nobody to speak to and when you do, they have NO idea what to do.

Thanks

[hrym]

There's no point my speculating what might have happened here, so let's leave it to the forum team to sort when they pick up this thread.   If the account has been closed, the frontline customer service people won't be able to see it and you'll probably need to speak to the Credit File Support Team.   The forum people can investigate and get you pointed in the right direction.   Don't worry, this can be sorted, you just need to speak to the right people.

[ryoka]

Thanks for your response, much appreciated.

Im so worried as I have worked hard

to keep a clear credit file. I’m now getting myself worked up that a) I’ll get a default and b) how can I get £130 together, when I was assured £2.60 settled the account.

[hrym]

Please don't worry.   The full history should still be there and the appropriate people will be able to do what's necesssary.  If there's an impact on your credit record, ask them if that can be cleared or adjusted too.

[ryoka]

Thank you.

do you happen to know how long it would take for vodafone to weigh in on this forum?

thanks

[hrym]

It varies, depending on how busy they are, but 48 hours is the response time aimed for.

[ryoka]

Just thought I would add the following (with approximate dates only!)

9th August, 2018 - SIM only upgrade
12th August, 2018 - Notification that it is being sent to old address, immediately contact Vodafone. I then receive an email about returning the device. They state it will be cancelled.  I then inform Vodafone I plan on holding out for now and look elsewhere, simply due to the mix-up here.
11th September, 2018 - SIM only upgrade again with Vodafone.
13th September, 2018 - Return label issued off of Vodafone and sent via DPD (tracked & signed for) - only because I had been swayed to a much better deal with EE which included a phone. Vodafone advised.

3rd December, 2018 - Email (Junk) stating I owe £105.15.
9th December, 2018 - Notice above email in junk, contact Vodafone. 1hr30mins later on the phone ascertain that it's linked to one of the SIM only contracts that were distributed.  I inform them that I sent the one I physically received back via DPD with tracking to evidence.  The call-handler is adamant that I am to pay £105.15, after talks, back and to to their manager, they then say approximately £30.00 to "clear".  I again refuse given that I had followed the rules set out in front of me, and they come back asking for £2.60.  Apparently usage from 13-15th September? Anyway, I pay.

From here I was advised that this was "settled".

Sorry to ramble on... just extremely worried as I plan on remortgaging in a few years time and do not want something as petty as a phone contract to haunt me, especially when I (believe) to be non-fault.

Thanks!!!

[Adam]

Hi @ryoka we're more than happy to help with your payments query. So we can find the account you had with us, I've sent you a private message with details on how to get in touch. 

[ryoka]

Hi adam.

I done so earlier for you, hopefully it's come through?

Regards

[ryoka]

Still nothing? I’ve replied to Gemma’s request.

i have since spoke via live chat to THREE agents who confirm I do not owe money, nothing has been forwarded to arrears etc and I am in fact owed money which I am due to receive 29th? I have three chat transcripts as proof.

just don’t get why I am being told I owe money etc... extremely worried in case I get a unwarranted default, which on researching, I’ve learnt Vodafone have done in the past...