Hi,
I literally dont know where to start, I feel as if I have lost a losing battle.. Vodafone is a fantastic company and other people may have good experiences from using them but I am afraid that i cannot say the same.
I've been issued a bill of £695 from Lowell Portfolio Ltd which they claim was sold to them by volafone a month ago.
The Issue:
The issue started around August 2015, before i went on holiday I missed a payment and cancelled my direct debit, once i came back i received a email saying i owned £300 for the termination of my contract. I called and recified the issue making it absolutely clear that i did not intend to or tell anyone within the vodafone team that i wanted to terminate my contract early.
I then made the payments in full over the phone whilst speaking to a member of the vodafone team and received my service which was working completely fine and the issue was resolved. however, I was still receiving the odd automated message via email that I owed £300 even after speaking to customer service who assured me that my account is all clear.
Then the next month when i went to pay for my next monthly bill i realised i could not access my vodafone online account.. It said i needed to contact the administrators which i did and even after they resetted my password i still could not access it, I called the customer service to pay my month and they indicated that they were having issues accessing my account.. at first they said it was a network problem and i should call back in a few days.. this process was ongoing for about a long time, before I finally called up really angry as I was being charged for services I wasnt even using as vodafone terminated my service due to me not paying my monthly bill which meant for weeks i had no mobile data, text or minutes and was still being charged by vodafone each month.
Again I called them to pay my bill and once again as predicted they could not access my account.
I was passed from pillar to post for ages till finally, a member of staff which i spoke to read all the notes left by other staff members on my account who did not know what the issue was and reactived my services for me (while they 'sort out' the issue) even though i could not pay my bill due to technical issues no one has ever seen before. Along the time everyone made empty promises to me that they would invesitgate this issue further and someone from a specialist department would contact me blah blah blah.. until this day no one has ever tried to call me.
This issue was on going until January or february 2016 to which i was still receiving free services although i could not pay my bill due to my situation. I finally decided enough is enough, i want to terminate my contract early, i tried to fight my case saying due to the poor pooor!!! service i shouldn't even have to pay a early cancellation fee however, vodafone said otherwise, but agreed that i would only pay a cancellation fee and that would be it. upon trying to terminate my contract a few agents said No i cannot and refused to give me my PAC code whilst one agent looked at my situation, read through my account notes and agreed to cancel my contract.. he cancelled it and gave me my PAC Code allowing me to retain my vodafone number, baring in mind this code is only given to you when you have terminated your contract early.
I had a bill of two hundred and something to pay which although i was angry about, i was going to pay in order to finally say goodbye to vodafone.. but guess what he could not access my account and told me to call back at the end of month to pay the oustanding amount. I did and the same bloody issue was reoccuring.. Although i admit i should not have, i left the issue alone and ignored it and now i am stuck in this predicament.
Now i receive a bill of £695 from Lowell Portolio Ltd which from summary comes from outstanding call charges and line rental. But check this out. The early termination fee accounts to £0. How can it be 0? if i terminated my contract early?
I dont know what is happening but hand to heart this is incorrect.
I guarantee if i provide my details of my previous account, anyone who is able to review it will see that a NUMBER! of notes have been left by members of the customer service team due to the issue baffling them and not knowing how to handle this.
I feel like this situation is just sooo unfair on my behalf, i feel cheated and i just dont know what to do anymore...
I'd really appreciate a response from a member of staff or anyone else who have experienced anything similar?
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