Held to ransom by Vodafone. Will NOT cancel 'new' contracts

[Jackip]

Frankly, I despair.

Ordered two new mobile contracts 4th May 2016, then cancelled both 23rd May 2016. It is now 4th August and Vodafone will NOT cancel the 'new' contracts. I have had endless online chats, numerous telephone conversations. Still NOTHING resolved.

I have now contacted Ofcom as Vodafone refuses to resolve situation and I am extremely frustrated and upset at the amount of my time that Vodafone reps have wasted.

Also have Vodaphone landline which does not receive incoming calls. Unbelieveable!

Vodafone have also restricted all 3 of my mobile tel no's as their rep cancelled my direct debit in an effort to ensure the issue was solved. 

I am NOT amused.....

[BandOfBrothers]

Hi @Jackip

An awful situation to be caught up in. 

Your accounts should have notes on them to show you wanted to cancel within the allowed cooling off period of 30 days. You could request a SAR which cost £10 from Vodafone which is a report that includes account notes. 

Its not Ofcom but the Communications Omsbudsman that needs to be engaged over this. Usually Vodafone have 8 weeks to resolve but you can request a deadlock letter to be able to engage  the Omsbudsman straight away. 

It it was a bad decision for the agent to cancel a direct debit. It's best to leave that in situe and if necessary obtain a refund after its sorted out. 

As you have been restricted I'd also suggest checking your Credit File via http://www.experian.co.uk for any markers or defaults. If there are any then soeak with Vodafone and ask fkr this to be referred to the Credit File support team and ask experian to add a notice of correction to add your notes incase someone does a search on you. 

[BandOfBrothers]

SAR Information. 

http://www.vodafone.co.uk/cs/groups/configfiles/documents/contentdocuments/vftst042750.pdf

[kids]

@Jackip How did you cancel the contracts, did you use 191 or Live Chat? If it was Live Chat did you copy or receive a copy of the chat log and what reasons are Vodafone giving you for their refusal to cancel.

Was the action by Vodafone to cancel your Direct Debit without your authority a result of your request to cancel? 

A member of the Vodafone Tech Team who monitor these boards will pick up on your post and contact you to help you get this resolved.

[Jackip]

Used both methods on NUMEROUS occasions. Vodafone rep. cancelled my direct debit during a tel. conversation, I guess she thought she was helping...didn't. They never dealt with the problem and restricted my 3 mobile phones.

I had another online chat again yesterday. Another 1hr 40mins of my life gone with no resolution. Called again today and 'Hey Presto!' After making a complaint to Ofcom, they sorted everything in twenty minutes. I quote "there is a note on your account that it is under investigation."

Miracle. 3 phones restored but will have to wait and see if what was promised will be followed through. Supposed to get a call on Monday to see if everything has been resolved to my satisfaction.

Why oh why couldn't Vodafone have just dealt with the cancellation of 2 contracts professionally? Not hard to do. Should be part of their everyday routine, surely....

3 months and approx. 30hrs of my life later...closer to a resolution but not closed. Honestly believe I should be compensated for time, loss of use of three mobile telephones and stress (due to frustration with Vodafone and inability to communicate with two daughters).

Landline problem still unresolved. Engineer called round this morning. Nothing wrong with line, something to do with exchange. No further forward on that score. Can make calls, cannot receive calls. Installed 15th June.....in fairness though, did not notify Vodafone of landline problem until 25th July as new contract and I was unaware line was faulty. 

[BandOfBrothers]

Thank you for your update @Jackip

It's good to hear some resolution has been reached. 

Hope all goes ok with the remaining. 

[kids]

@Jackip Although you will never get the lost hours back that you have spent trying to sort the problem it is good to hear that the problem has been resolved with maybe a nudge from the Ombudsman.

Now let's hope the landline fault at the exchange is resolved for you.

[Retired-Sarah_L]

Hi @Jackip, 

Sorry for the delayed reply. 

I'm disappointed to hear about the experience you've had, and can understand your frustration. 

I'm glad that the issues with your mobile phones has now been sorted; apologies for any inconvenience caused during the time your were experiencing this problem. 

With regards to the issues you're having with your landline - what was advised by the engineer?

Thanks, 

Sarah

[Jackip]

Unfortunately, landline problem still not resolved. No-one called back 2 try and solve problem. Still chasing that up. Called this morning, waiting for engineer 2 call me back. Will they? Won't they?

Online account still shows mobile phones NOT reverted back to old plans. No call received as promised re: mobile phone accounts either.

NOTHING solved, it appears. No suprise there then.....

[Retired-KhizarM]

Hi @Jackip

I will send you a PM and our team will help you further with this.

Khizar