Terrible treatment by vodafone!

[tommycrookall]

Good afternoon Vodafone,

DETAILS

Name - Tom Richard Crookall

ACC No – [Removed]

Tel – [Removed]

INTRO

I have been a customer with Vodafone since 2014.

A recent occurrence has resulted in me receiving negative credit marks against my name, and jeopardised my chances of getting a mortgage.

This has proven extremely upsetting for myself and my family. I now have a 1 year old boy and had expected to move into our new family home by Christmas 2017.

COMMENTS

• My last official 24 month contact ended in DEC 16. After that payments continued to be taken by direct debit.
• I no longer used the phone in any way (no data, no calls, no messages), I kept the phone as a backup. In DEC 16 I no longer even had a handset for this account. As of DEC 16 I used a paid phone from work.
• 01 APR 17 I decided I no longer needed the contract and called to cancel. I spoke with a woman. She confirmed that no further payments would be required and my last payment would be debited in April 17. She agreed that the 24 month contract had ended and I was not obliged to keep paying and not under contract. I asked for a termination letter. Nothing was sent.
• From APR 17, the only correspondence I received from Vodafone was an email on 01 SEP 17 stating “Sorry to hear your leaving….etc”. I ignored it.
• Only on the 27 NOV (APRIL to NOV = 8 months of no contact from vodafone) I received an email stating I had to pay £25.84 (must pay in 14 days).
• I called and paid the debt manually over the phone the same week and spoke to a Nyle [Removed]. I argued that I knew nothing of the debt. I stated that I do not agree with the debt but will pay to close the issue. He gave me a payment ref over the phone  - P226[Removed]. I asked for a confirmation but received nothing.
• Since then I have been emailing the customer service team trying to resolve the issue. Nothing resolved.

CONCLUSION

• As far I am concerned the account was closed in APR 17. Through some clerical error Vodafone have lodged these incorrect payments against my account.
• If the account went unpaid throughout that period APR to DEC 17, why would I receive an outstanding balance of only £25.84? Surely it would have been more?
• I urgently require these negative credit marks removing from my record.
• I can also argue that I paid the overdue invoice within the 14 day stipulated period.  Payment reference - P226[Removed].

Regards,

Tom Crookall

06 FEB 18

[MOD EDIT: This post has been edited to remove personal information, please see Community Guidelines]

[Getafix]

The Forum Team should pick this up soon.

Whenever you terminate a contract, (not just mobiles) always make sure it is fully ended and also paid up.

The Fact that you got an email in September and you ignored it, should have rang alarm bells as that is more than 4 months after you have closed the Account.

And always insist on a Final Bill that shows the balance as Zero and keep that safe.

[Alex]

@tommycrookall I've edited your post to remove your personal information. 

Due to the nature of your query, we'll need to do some further investigation. Please contact our specialist team directly using the link in the private message I've sent. 

[tommycrookall]

Hi Alex - I appreciate your help however I want the post to remain in the forum. I am getting nothing back from your customer service teams.

Also there is no link in your private message.

Thanks,

Tom

[Gemma]

@tommycrookall - Your post will stay on our Community page. We’ve just edited out your personal details for security reasons.

I’m sorry to hear the experience you’re having and I can understand why this is upsetting.

One of the credit specialists in my team will find out what’s happened.

I’ve sent you another private message. When you view it, please select ‘Click here to view full Private Message’.

Please then read the steps to follow. Once you’ve done this, you need to select the hyperlinked ‘here’ and fill out the required details.