Fraud, Final nail in the coffin. Years of issues.

[Manchester31]

Hello everyone, Firstly I would like to apologise if this topic isn’t in the correct area but I cannot actually find where to post it specifically for fraud and the trouble I’ve had, I know this a long post but it highlights some of the things happening. I have had a year of hell with Vodafone and as the title suggests, I’ve finally had enough. I’ll get on to everything else that has happened further on but for this part would like to explain the current issue. Before Christmas I received a letter thanking me for setting up a direct debit, this was for an account I didn’t recognise at all.

Now I apparently have a complex account…. Basically I have two, separate lines and each has their own direct debit details. Both numbers are on the same account and in my name. Now this letter that arrived from Vodafone was in my name and my other half’s direct debit details. There is only one company in the world that has this configuration so clearly I knew the letter was genuine. I phoned up on the 22nd of December immediately, the guy I spoke to couldn’t find this account on the system and stated to ignore it. I was insistent that this wasn’t correct and something wasn’t right, seeing as the details of the direct debit matched one of the lines in my name. Eventually the guy listened to me and spoke to the fraud team. He then came back on and informed me that there was a fraud, someone had opened up an account using them details on the 25th November. He stated that the reason he couldn’t find the account was because it had been opened up on their old system.

After discussing this he informed me that Vodafone don’t even use the old system no more when new accounts are created and in actual fact all existing customers had been being moved across for sometime. Only Vodafone staff have access to this system too! He then told me not to worry the account had been closed and suggested I get my partner to check their bank for direct debits. After the call they did and low and behold there was a new direct debit, however I then realised this was in my name so went to check my credit score. Low and behold on the 25th of November there’s been a massive hit to my score with negative markers also a deduction of 70 points. This hit on my score from Vodafone shows my name as Vodafone have it. Not the correct spelling. On my Vodafone account someone has put two letters the wrong way when I initially took out the account. Probably spell check on there end. Not only that but the 2nd line which I have with Vodafone, I have only had it 4 years (the one I’ve had nothing but trouble with for the past year) I’d only recently upgraded this. The other line had been five years. Well the marker shows the search on my credit file with the length of time at my address as 4 years. I’ve actually lived here nearly a decade so that number clearly has come from the length of time that line has been active! It was at this point that I realised this has got to be someone within Vodafone, like I said only they have access to the old system where this new account had been secretly stuffed.

The main call centres have informed me that only instore staff and senior within Vodafone can go on that system. Only Vodafone have my other half’s direct debit details under my misspelled name. Doesn’t take a genius to click here does it. Now I phoned back up the next day, now with the knowledge my score had also been hit. I was then told it was an internal investigation against a staff member and apologises all around. I was told a letter would be sent out and that the account was closed oh and the phones on the new line had been issued from a shop. You see it baffled me that someone had apparently managed to get phones in my name and also with direct debit details that didn’t match my name, then to the fact that Vodafone didn’t pick up on this. I then got assigned via the credit agency a support person to help deal with the fact this had happen (not through Vodafone may I add) They informed me that on the 25th November a search from Vodafone was run, then another, then another, until (in their words, it wouldn’t pass). Bit strange don’t you think? That someone would walk into a store and keep adding lines and a staff member would stand there and not question this? Nevertheless Vodafone admitted it was internal. The fraud support worker has told me Vodafone now have to remove this information as they cannot. Now I have been checking my credit file to make sure this is corrected and still nothing has changed so I decided to phone Vodafone on Friday and guess what, apparently they haven’t got a clue what I’m talking about. I read the letter I received over Christmas from Vodafone, the one from their fraud team apologising and promising to rectify this but apparently there’s been no such account. The 1st guy I spoke to read through my notes about what had happened yet couldn’t find the account, I explained that I’d been told it had been set up on their old systems etc. He then spoke to the fraud team.

They claim to not have any fraudulent investigation, they also stated to him that the account belonged to a woman even though he couldn’t find it. He came back on the line and said he didn’t understand what the hell was going on because it was obvious this was real, my notes stated so as well as the letters I had etc. He then transferred me through to the fraud team but it wasn’t them, it was their normal switchboard and I had to start again. This went on with every single person I spoke to over a 4 hour period! I’d explain then they’d just transfer me and I’d be back to square one. I eventually spoke to a guy who couldn’t be bothered helping but he promised to transfer me to the fraud team. A woman answered and I clearly annoyed at this point, she then asked which account it was I wanted to report for fraud. Was it the line I was on or the one of my partner, I explained repeatedly that it was nothing to do with the account I was on and someone had used my details to open another line but she refused to help unless it was the line I was on. I demanded to speak to a manager and she put me on hold only to return and tell me the manager refused. She then said “in order to get through to the fraud team I’d have to report it first” this was when I lost it, she wasn’t the fraud team, she was billing and the guy I’d spoken to had put me back to billing after stating it was the fraud team! I explained it was an ongoing fraud investigation for a separate line and I wasn’t reporting a new one! But again getting nowhere at all. I gave her the ref and the account number for the account, which low and behold she couldn’t find. I then asked for the fraud teams number and she wouldn’t give me it.

After a further half hour she actually gave me the number, first wrong only 7 digits but then the actual number (or so I’m lead to believe, haven’t had a chance to phone it yet as they’re closed until Monday) The number is apparently 07770999999. Vodafone are stating on other calls this account doesn’t exist. I was given the reference for the account when I originally phoned on the 22nd and that ref was on a new direct debit set up! It’s like they’re trying to cover it up! Now my credit score has this marker, I’m getting nowhere at all with phoning, I’m really at the end of it now. I have had nothing but trouble with Vodafone! In late 2015 I was constantly having crossed connections, I’d be on the phone and end up on someone else’s conversation. My phone would also ring and say “unknown number” I’d answer and would be in the middle of someone else’s call! Any calls I made were cut off halfway through or even instantly and for months I couldn’t use my phone at home however my partner’s line was fine.

They eventually sorted this out then in May I received a phone call from the upgrade team and was told I was eligible for early upgrade, I didn’t want to upgrade as I’d actually been thinking of leaving because of constantly loosing signal and issues with calls cutting off or cross connections for months prior. That call ended with me stating this. Ten minutes later I received a text informing me that my passwords had been changed?!? I couldn’t log in, four calls later whoever I’d spoken to had took it upon themselves to merge my lines, delete the logins and merge the direct debits. From that point on I no longer had separate login details. Then randomly I’d receive texts informing me that my passwords had been changed or username. That continues to happen, I’d then decided I was definitely leaving when my contract was up for that line in September. I was going to keep my old phone and go with sim only from somewhere else.

My phone decided to die a few weeks before this however, being insured I went to the store and was met with an idiot of an agent. He wouldn’t accept the phone was covered under extended warrantee on power failure (as all pay monthly accounts have extended warrantee for this) So I told him to send it off under my insurance. He then informed me that there were no courtesy phones, I wasn’t bothered about a courtesy phone. He was trying to talk me out of getting my phone fixed? For love nor money I couldn’t understand what his game was. Then he suggested I BUY a new phone to tie me over while the others off for repair. I just wanted my phone fixed! He then informed me that I could upgrade, I didn’t have any interest in doing it. After this weird ballroom dance he finally took my phone. I eventually after weeks get my phone back, they’re saying now that the camera was broken (I took it in for power failure and non-charging but what ever….).

I then decided to give my month notice. The guy I spoke to seemed nice enough and was trying to do everything to keep me. Eventually he offered me a great deal and I have to see, like a kid in sweet shop, I gave in. The deal was 30% plus waver of the delivery and handset cost. He went through the insurance details and what have you and like an idiot I agreed. Five minutes later he phoned back to tell me that unfortunately everything I’d just been told was wrong and it would require higher insurance. I told the guy to cancel it, I wasn’t being messed around. A deals a deal and I’ll happily leave! He puts me on hold and comes back with 40% off, working out at £3 cheaper with insurance than he’d quoted before. So I accept…….. Five days go by and still no phone only now it really needs to come because I’m going on holiday in another 4. I phone to enquire and I’m promised it will be here before then and it just about is.

I’m now three days into my holiday when I get a text message informing me that my bill is £198. Now this couldn’t be right as I was on the new 12gig plan with 2gig roming so I knew it wasn’t data charges. I phoned to be told that the phone that WAS COVERED under my insurance had cost £150 to fix. After arguing for half an hour the guy offered me £50 off the bill! I told him I’d be straight on the phone for legal advice once I was back in the uk. I was arguing with this man for over an hour about the fact I had been paying £73pa for insurance and why the hell would I do that if it was going to cost me £150. Oh I forgot to mention that phone could be purchased for £80 new online. I made the guy read my insurance policy and eventually, frustrated, he apologised and removed the charge.

I returned back off holiday and this is when it really starts to get tiresome. I receive my first upgraded bill. It’s double what it should be, I phone up and I’m told everything is correct. Unbeknown to me (I will call this twilight effect because my accounts were merged in such a way, whenever I phone, even though I’m on my number) Vodafone takes me onto my partners line which is all perfect, thankfully. So they’re on my line and some reason the 40% isn’t applied. It shows 40% in the app but wouldn’t you know it when I log in “unfortunately something went wrong” happens whenever I try and retrieve my bill. I’m then told I don’t have 40%, yet it’s there on the app. I insist they listen to the call where I took out the upgrade and I also point out that I have it as a text etc. Plus do they really think I’d have not been given any deal when upgrading? Low and behold it’s suddenly there.

They can see it, hallelujah, it’s a miracle….. Still, I have been charged double so what do they plan to do about it? Well they tell me it’s all sorted and my next bill will have the money owed refunded and not to worry as the 40% is there and sorted. Just now to wait until my next bill date. Along comes my next bill date, October now. The bills a completely different amount alright, still nearly double. So I phone and of course the twilight zone kicks in and I’m magically transported to nothing makes sense land. After landing back on my account we start the whole rigmarole of “you don’t have 40% oh yes you do” and I’m now informed that I’m also being charged £6.99 for my old insurance and £12 for my new. So I’m being charged full price then nearly £18 for my insurance. To sort this out takes 100s of hours and air miles visiting nothing makes sense land. Each time I’m promised it will be sorted. In order to cancel the other insurance I have to make around 15 calls, checking the app to see if it’s still there etc. Making sure when I phone that I state clearly I want the £6.99 one gone and not the £12. Oh and also to leave my partners line well alone!

During this time my partners phone starts to play up and we’re dreading the trip to nothing makes sense land. I take their phone into the store and it vanishes! Urgh, just like that. I don’t know this though. Weeks go buy and my partner receives a text on their courtesy phone stating they’ll be charged for the phone as it’s been on loan for a month. Are they kidding at this point? My partner phones up and is told the phone has been repaired and was ready to pick up 2 days ago. They go into the store to be told it hasn’t been sent to there. They’ve still got the courtesy phone, yet there’s mixed information coming from the store. One person suggest it was there and someone’s taken it. When phoning, we’re be told it couldn’t be repaired, so what the hell was going on before is anyone’s guess. It is the twilight zone after all. Now Vodafone are all apologises again and it turns out they don’t have the same model at moment that my partners repair was for.

They offer an upgrade free to the latest handset. Nice of them eh, days go by and nothing so they phone again to be told it’s at the store…. Sounds familiar? This time, no phone (nothing makes sense theme music playing) mixed information. They send another, this one is there! Finally after 5 weeks they can return the courtesy phone. Now back to my line, At this point it’s three months of the same “wait until your bill date, we promise it’s sorted” “we’ve applied the 40%” “we’ve cancelled the other insurance” It doesn’t happen. I finally spoke to a very nice woman who sorted out the billing side instantly. She removed the original deal which hadn’t been applied and put a new 40% deal on. Now I’m still yet to know properly if my bill is right because in November I didn’t actually get billed. Money that was owed created a zero bill and last months had money refunded on top so this month will actually be my first proper bill. Hopefully that will be solved but like I said before, I cannot get into my bills for my line, I can just about log in but the bills don’t work. I can only see current charges on the app. I haven’t been in to the store for months as they always tell me I have to phone up and can’t help.

All this has been beyond stressful and not that I’m using the health card but I would like to make one point clear, I’ve recently had a cardio event I’ve been quite ill. I’ve been told to avoid all stress and this company is making me seriously stressed. I cannot believe the trouble I’ve had and I know I’m not the only person either. The customer service is diabolical and now I have markers on my credit score through their incompetence yet they’re acting like nothing has happened. I try and complain and I’m told its sorted so nothing ever gets marked as a complaint or better still they cut me off or just transfer my call mid conversation. What the hell am I supposed to do? You cannot complain online it’s just a postal address. I phone and they will not put me through to the relevant people. I’ve spoken to the regulator and they said I have to have an active complaint in place for four weeks. I’m really at the end of it all now. 

[Retired-Tom]

@Manchester31 I've sent you a private message with details on how to get in touch.

[Manchester31]

Hello everyone I’m still no further on even after being in contact with the CEO’s office for the past month. This was my original post https://forum.vodafone.co.uk/t5/Pay-monthly-account-specific/Fraud-Final-nail-in-the-coffin-Years-of... Basically, I contacted the CEO office for Nick Jeffery. I near enough immediately received an email and then a phone call. This was the first week of January.

Still today, basically nothing has been resolved. In fact quite the opposite. During this time I’ve been paying for my credit file so I have instant access. I am now into the second month and soon to be third.

Firstly the fraud, I received paperwork admitting this had happened and eventually was promised the searches would be removed off my credit score. I was told because I'd got it straight away and they'd immediately deleted the account no credit agreement would have actually been taken out on my score so it was just the searches they needed to remove.
 
Now as I've said at this time it was actually just the initial searches showing from Vodafone. The credit reference agency received confirmation to remove these searches dated 25th November 2016 on Monday and have removed them. However as of today there is now a new Vodafone account showing a balance of £179 that has appeared dated as opened on the 16th Dec 2016 the week before I originally contacted them to alert them to this. This information has been put there on Jan 22nd 2017.

The credit agency are baffled to why Vodafone would send them information for this account when they have already made the agencies remove the searches and promised me this account was instantly closed.

Now my credit score says “0 applications for credit made in the last six month” yet on the credit account section it is showing a new account opened on the 16th Dec. Also strangely this accounts update date is the 22nd of each month. It didn’t appear on the 22nd Dec even though it was created prior yet now is there from January 22nd information.

Here’s the problem, Vodafone insisted the account was close on the 22nd Dec when I phoned up, they repeatedly said the account was now gone throughout the start of January yet have sent this account to be added to my score on the 22nd of this month! As I have said I’m in contact with the CEO office, I rang to inform them today and they’re saying my account is at zero! I’m having to now explain over and over to the guy dealing with my complaint that this is the fraudulent account now appearing.

What the hell is going on, this guy has been dealing with my complaint of a fraudulent account since the beginning of January and is now playing the same game as the others. I had to remind him that my complaint to Nick Jeffery we because an account had been taken out. That’s the whole reason I emailed in the first place!

I have been informed by the Fraud worker assigned to my case from the credit reference agency that they will remove this entry but Vodafone are clearly now showing a debt owed to them. In fact an active account!  They’ve said it will no doubt be on other references data and maybe added again to his reference agency even though Vodafone have admitted its fraud. He’s also informed me that he’s dealt with cases similar where companies (non-specifically mentioned) then send debt letters even though you’ve done nothing.

Also I’ve only just today been able to access my online account, this was another issue. On the 20th of January someone phoned from Nicks office and stated my accounts had been “cleansed” and to try and recreate an account. Their system wouldn’t play ball though. Again like before it was telling me an account was already registered to my email. I tried retrieving this account to be told no account existed registered to my email. I rang back and my accounts were then “Nuked” and finally after god knows how many months I can now at least view them. However its worth mentioning that each time I ring someone has changed my pin again!

When I phoned back today the guy dealing with my complaint said to me “how does £50 sound” I asked for what and he replied “for all the trouble you’ve had” It was at this point that I pointed out its cost me £29.99 to date for my continued access to my credit file and seeing as ZERO has been done, in fact only more problems added. It will no doubt be months before I can cancel that subscription.

They’re saying today it will take 30days, AGAIN. To have the information changed (if they can find the account that is, as it’s been deleted off their system. Convenient eh?) But I have an imaginary account an debt
against me from their incompetence nevertheless. £50 is an insult.

Right now, this minute I want my score sorted. As for the 30 day rubbish, it shouldn’t be on there! I’d already informed them, instantly, that there was something wrong and they assured me the account was stopped. Why after over a month add that fraudulent account when they’ve already stopped it and it doesn't exist.

[Rahim]

@Manchester31 I can see @Retired-Tom previously invited you to get in touch with our team on 11 January 2017. 

If you'd like our team to investigate, we'll need you to contact us directly using the details from the new private message I've sent.