So I am really in a dead end with Vodafone. They're aren't prepared to come to a mutual agreement with me and now this has left me with the possibility of taking it through to the courts.
In June 2016 I stopped paying my Vodafone bill as incorrect charges were added to my bill. I cancelled my direct debit (as otherwise they would have taken payment for the amount which was incorrect) and I instead kept the money aside for when the bill had been resolved. It took until November 2016 when the bill was finally removed and I was then prepared to pay the outstanding line rental in December 2016. I call Vodafone and the account had been passed over to a debt collection agency. I spoke to the debt collection agency and asked that if if had paid the outstanding line rental of £338, if my phone line would be reinstated. They said they would pass the query back onto Vodafone. I didn't hear anything back until I decided to call in July 2017, when I had noticed my credit record shows the outstanding balance went from £338 to £1120 in February 2017. I was told that bill would be waived which would then leave me £338 to pay, which I had agreed, but Vodafone couldn't do anything as the account was still with the debt collection company (although I had called them and they said it was nothing to do with anymore). Vodafone promised to get the account back with them, they would then remove the fee and call me to take payment of £338.
I didn't hear anything so I call back, told the same thing and promised that they would get the account back and call me to take payment of £338. Again, waited weeks and didn't hear anything.
By this time I received a deadlock letter, so I decided to go to the Ombudsman. I put my case forward and they agree that Vodafone lacked communication (despite being a communication company!) however said the reason why the bill went up to £1120 was due to the early termination fee which the Ombudsman agree is a valid charge.
I disagreed with the ombudsman findings obviously because I had agreed with Vodafone twice in July that they would get the account back and waiver the charge leaving £338 to pay. The ombudsman confirm that they would not require Vodafone to remove it but Vodafone can still choose to remove it if they wish. However Vodafone say that they simply cant, despite agreeing with me in July that they would remove it.
Now you maybe thinking, well if the Ombusman said it's a valid fee, maybe I should just pay it?
Vodafone terminated my contract without written warning. No phone call, text, letter or email. The terms and conditions says that Vodafone will give written notice if the contract is to be terminated. Had I been given notice of my contract being terminated, I would have kept my contract open (which I did try and do in December when I wanted to pay £338 but Vodafone never call me back).
In July the advisor agreed to remove the charge (which at the time I didn't know what the charge was or the advisor didn't explain what it was) which would mean I pay £338 as a full and final payment to settle the account. I agreed this, said I could make the payment straight away but they couldn't take the payment as the account was still with the debt collection company, although when I spoke to the debt collection agency, they said the account was closed with them.
I spoke to 2 Advisors in July and had agreed the same thing, the fee to be waived and I pay £338.
Because they would never call me back, I was in my right to go to the ombudsman, which has now put me in a worse off position.
Ombudsman are an impartial service, I don't think they are trained in contract law. I do honestly think If I took this through the courts, I'd have a good chance of winning. Despite me telling Vodafone that I will take this through the courts, they simply don't want to go back to the offer in July which I had agreed with Vodafone.
Has anyone taken Vodafone to court? any advice you could give me?
I have the money to pay vodafone the £338 now, i've always had, but they cant take the payment. Even if I wanted to pay the £1120 they cant because it's with a debt recovery company but they don't even know who the debt recovery company is! It's a shame Vodafone with the way they treat their customers and the dreadful lack of communication.
I suffer from a great deal of anxiety and I've had many (too many) sleepless nights over this and i've been actively trying to sort this out for over a year now but have got no where!
I am not one to say "I am going to the newspapers" or "I am going to contact BBC watchdog", I never say something I don't follow through on, and I will absolutely take this to court if I have to.
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