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Help before I go completely Mad😡

Karen6498
3: Seeker
3: Seeker

Last year my son took out a contract with Vodaphone.  He never actually used the account he received a phone but never used the contract.  The bill was paid for some time before he got into financial difficulties and he stopped paying it.

 

 When it eventually came to light (with us) that he was in financial difficulties we rang vodaphone and spoke to them with his permission.  We wanted to try to sort in out and find a solution.   We were told that they were unable to help us as his debt had been transferred to a debt collection agency.  They gave us details and told us to speak to them and have it transferred back to vodaphone so we could then bring the account up to date.  We tried for several weeks to speak to the alleged debt collection agency and when we finally got through to them they told us they did not have the debt nor had they ever had it.  

 

Back and forwards to vodaphone.. eventually we spoke to customer services.  My son gave them permission again to speak to my husband.  They took details of my husband but they entered in error his date of birth. We made a payment on his account which they told us would bring it up to date.  We spoke to them and they said that it would all be sorted and they would ring us the following week and email us as to what the course of action would now be as my son was unable to pay for the contract.

 

 Two weeks later we had heard nothing so once again called vodaphone.  

 

Now this is where the fun begins.  They refused to speak to my son as he could not remember the password he had set up.. then we are told the account was no longer in his name but my husbands name!( never authorised by us) so my husband takes over the call and they refuse to speak to him as he can't pass security as they had recorded his date of birth wrong.  This situation went on for weeks, were no one would speak to us because we could not pass security.  Then my husband receives a letter from vodaphone saying they are passing his debt on to debt collection agency! On checking his credit score this has been marked as a debt against his name.

 

 Many phone calls later forward to 24 th may, we eventually get through to the lovely Andi in customer service who sorts the whole mess out, says it's back in my sons name, will have the credit marker removed and that the way forward was for me, his mum to take over sons contract for duration if we make a further payment to bring account up to date.  GREAT!! We pay £78 and I request a PAC code from my current provider to take over his contract( doubling what I already pay but worth it to get it sorted)

 

Ring today and am told his number has been taken out of service and I need to pay an early cancellation charge of £400 odd pounds.

 

I've been through the whole rigmarole again with them but they tell me I can't take it over,  as to do that my son? would have to pass a credit check.   Which he can't as he's missed payments.  ??

 

I am ready to hang my self by this stage.. why does he have to pass a credit check if I'm taking over the account? Why can't I take over the payments. Why is no one helping and how can I get this solved.  .???  7 months down the line, no further near sorting this.  Vodaphone have acted without authority changing account to my husband for one and we have been constantly lied to messed about causing to much stress on us when all we are trying to do is pay vodaphone some money and sort out.

 

 The final call was reassuring though.  If we can't sort it then just pay £400 early termination(which we haven't asked for) and you, mrs Bourhill,  can take out a brand new contract with vodaphone!!!   I am requesting transcripts as we speak and will definitely be complaining to the onbuds man but I still need this sorting. 

6 REPLIES 6

chistery
16: Advanced member
16: Advanced member

Ok, paragraphs were invented for a reason! I know this is rude, but you'll get better responses if you make posts that are readable and concise.

 

Anyway, whatever you do, follow the Vodafone complaints process as detailed below. Take notes, always take names and extention numbers (if they'll give them). Keep a record of every call, email, chat transcript, etc. You can't complain to the ombudsman unless you have followed this.

 

 

https://www.vodafone.co.uk/vodafone-uk/complaints/

Yes they were! But please understand that after several months and several hours on the phone today, I am/was extremely angry and frustrated.

 

Paragraphs(there you go) were the last thing on my mind. 

 

I have already conplained several times and have still not sorted this matter, hence my post for help on here.  Not a grammar lesson

 

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @Karen6498

 

 

Totally appreciate the frustration you must be feeling. 

We have a Social Media Team here who read all posts and engage to help. 

Please let them catch up with your thread. 

Current Phone  >

Samsung Galaxy s²⁴ Ultra 512gb.

 

 

 

Thank you for your reply x

BandOfBrothers
17: Community Champion
17: Community Champion

You're very Welcome.  :Smiling:

This is obviously going to need Account access. 

What you may find is that the Team Private Message you to take the account holder through security protocols and then go from there. 

Best of luck. 

Current Phone  >

Samsung Galaxy s²⁴ Ultra 512gb.

 

 

Jenny
Moderator (Retired)
Moderator (Retired)

@Karen6498 – I’m sorry to hear what’s happened.

So we can help get everything sorted quickly, I’ve sent you a private message with instructions on how to get in touch.