Transfer of Ownership

[gr82]

I'm having a little bit of difficulty transferring my Broadband/Landline to my ex-partner.

When I first spoke to Vodafone I was told it was possible, there's a process, here's the form, no problem.

Now the form has been completed Vodafone are telling me it's not possible, and I need to either pay the contract off, move it to my new address, or go on the phone with my ex-partner (or go to a store together) to create a child account and direct debit!

We didn't separate on good terms and only communicate via email, none of these solutions work - we both agreed to the transfer of ownership as the best possible solution - is there any way I can make this happen with Vodafone?

I am rather frustrated as it's taken a month to get the details to fill the form in, and Vodafone have thrown this unexpected spanner in the works.

[BandOfBrothers · Accepted solution]

Hi @gr82 

I can appreciate how frustrating this must be for you.

This is a recent thread similar to yours > Broadband-connection/Changing-the-account-holder-for-home-broadband. 

From the above thread and the reply from the Vodafone Social Media Team Member it is possible !

I'd suggest to contact the Vodafone Social Media Teams via Facebook Messenger or Twitter DM and include a link to your thread here including your username so your not having to repeat yourself and see what they advise.

> Contact-us-for-account-specific-queries. 

I wish you all the best with this. 

[AnnS]

If your ex partner completed the acceptance part of the transfer @gr82 , it would have been subject to an identity and credit check, if the criteria was met there shouldn't have been any problems with the transfer of ownership.

It looks like Vodafone are mentioning splitting the account with your ex paying the monthly direct debit, this would still leave you liable for the contract and making sure the payments are up to date.

The Social Team here: Contact Us would have the necessary account access and will be able to look at the account and clarify this for you.

[gr82]

Thanks both, I will give that a try.

[gr82]

I've been speaking to the social team on and off all afternoon, they can't see why there's a problem but haven't been able to progress the issue any further - they asked me to speak to the transfers team again.

Which I did, received the same nonsensical reason 'the contract can't be transferred as it's a fibre connection', then after asking for escalation I was put on hold for a while then cut off.

I really don't understand the issue here, the only thing changing is the account owner, the contract will stay the same, the property is the same, the service is not being moved. I simply don't live there anymore and I'm trying to untangle my finances.

[Jayach]

@AnnS wrote:

The Social Team here: Contact Us would have the necessary account access and will be able to look at the account and clarify this for you.

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@gr82 wrote:

I've been speaking to the social team on and off all afternoon, they can't see why there's a problem but haven't been able to progress the issue any further - they asked me to speak to the transfers team again.

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That is pretty much standard for the social media team in my experience. Why the Mod's and Community Champion's push us to use them I don't understand.

[Ripshod]

The word 'policy' and the term 'hands tied' spring to mind - again.

The best contact option is still TOBI with the ai bypass. 

[AnnS]

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@Jayach wrote:

@AnnS wrote:

The Social Team here: Contact Us would have the necessary account access and will be able to look at the account and clarify this for you.

---

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That is pretty much standard for the social media team in my experience. Why the Mod's and Community Champion's push us to use them I don't understand.

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Not fair @Jayach , the Social Team were unable to proceed any further in this instance. Customers post on the Community as a last resort after exhausting Customer Service channels, the Social Team are able to look into the issue more deeply and have a better chance of solving a problem.

No need to question the ability of the Social Team, they have helped plenty of customers and solved many issues where Customer Service have failed.

[Jayach]

@AnnS 

In this instance, they have just sent the poster back to CS, how is that helpful?

If they had contacted CS themselves, on behalf of the customer, and sorted the problem, that would have been helpful.

[AnnS]

@Jayach 

We can't see the account information and without us knowing the full circumstances, we can't comment on the reasons the Social Team were unable to proceed and directed the customer back to the Transfer Team.