Shocking customer service and lies

[CarlRiding1]

Hi. I thought I would try on here as had an awful experience over the phone. I closed my Vodafone account December 2016. I confirmed this over the phone and also via online chat. I then had to remortgage my house due to it being up for renewal in February of 2017. In the month of May I received debt letters and checked my credit file and had a black mark due to Vodafone. The debt agency cancelled my file as I sent them confirmation this was a Vodafone error. I have spoken to customer services on multiple occasions and was told it would be dealt with in 30 days (first time of hearing this was may). As not to bore you all December 2017 I was told it had been taken off my credit file and they would like to resolve the matter. I told them what I required to resolve this and with the affect it had had on my credit file while dealing with my mortgage they offered me a very very very small amount. I called the next day and said this is not enough and they offered to double it. I was told this would be in my bank within 5 working days. I spoke again to someone at customer relations and they told me that this was not the correct amount offered and only the original about would be paid to settle the complaint. I have requested a deadlock letter as I do not trust anything that has been said and it has been the worst customer experience of my life (even worse than HMRC). I am waiting with not much patience left and am curious if it would be best to just go direct to the ombudsmen due to the time frame and the false information and lies given already or if I should wait for the deadlock letter? Any help or advice would be appreciated.

[BandOfBrothers]

Hi @CarlRiding1

What an awful experience.

You can speak with the Communication Omsbudsman for advice with or without a Deadlock Letter. 

The Social Media Team here may be able to help once they've caught up with your thread. 

You can add a Notice of Correction via experian too. More info in Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction.

[Mark]

@CarlRiding1 I'm sorry to hear you've had this kind of experience.

So we can take a look into this for you, please contact us as advised in the private message I've sent you.

[CarlRiding1]

@Mark Just to add to my frustration now just had both amounts of money transferred into my account!!!! I was told this would not happen due to a technical issue and no money would be tranfered and that the figure offered was incorrect and it will go to deadlock yet now I have that figure in my bank account. I am getting beyond fed up with this nightmare. Spoke to someone over the phone after having a message left by someone called lee i was unable to speak to lee but the gentleman i spoke to on the phone said there is nothing to update and it's going to deadlock and will take maximum 56 days!! I need to speak to someone who can be honest with me and get this resolved or I will just go to the ombudsmen Friday.

[Gemma]

@CarlRiding1 - This does sound frustrating if you were told it couldn’t be refunded.

I understand that Dane from my team has replied to you this morning and we’ve since received an email back from you.

We’ll be back in touch as soon as we can.

[CarlRiding1]

The most funny thing is I spoke to someone over the phone yesterday and told me nothing had changed and nothing to update from my last conversation. They also did not ask me my security password as they did not have it on their system yet every other time I have called up it has been requested. They tell me it can take 56 days for the deadlock and I find this figure funny as you only keep call recordings for 60 days so all of the evidence will be gone. I appreciate the email back and the date of the 12th of January for an update. 

[CarlRiding1 · Accepted solution]

Just to add the final part of this 13 month farce. My deadlock letter came through today with the final offer and stated that i first contacted them on the 9th of January 2018. The final offer is less than was offered over a recorded telephone conversation. The contact number on the letter to discuss this with them is no longer in use. Unbelievable!! Ombudsmen first call on Monday morning no doubts. Not sure why I expected anything different as they obviously have not even listens to the calls. Telling everyone I know never go with vodaphone!!!!!!!