Account is not properly closed...

[donnyguy]

This is a topic that has come up time and time again so sure it's a really easy fix. Just a case of getting to the right people to resolve isn't .

So I had multiple lines with Vodafone which I have slowly moved away. The last of my lines moved in July. Since then I haven't had a final bill. 

I was £19.16 in credit and that amount simply carried over from bill to bill. I contacted Vodafone recently via the social media channels to try and report this issue and get this resolved. 

The usual horrific experience although they did issue a refund for the £19.16 as they seemed to believe this was what was holding the account open. 

Shock horror though, my latest bill is £0 but still isn't a final bill so looks like I'm going to be stuck getting £0 bills each month moving forward.

All I need is for someone to point this to the right people who close accounts that are stuck open in error. It's actually not a huge deal, its just another account on my credit file that's being paid on time. But as I'm no longer a Vodafone customer. I'd like to closing properly.

I don't have the appetite for another hour or so chatting via social media to people who don't recognise the problem statement and don't have the tools to resolve. 

Hoping I can get some support here from the Vodafone team. 😁

[Gemma]

@donnyguy - thanks for reaching out to us about this. I understand your frustration with not wanting to go through it all again.

We’re the same team that work on the Community as Facebook and Twitter. For security reasons, please pop a message over to us on Social Media again. If you include a link to this thread, it will save you explaining the situation again.

When we receive your message, we can then check why the final bill hasn’t been issued and get your account closed properly. Sometimes this happens if there’s a service on the account that hadn’t fully cancelled when your number left us.

[donnyguy]

Hi @Gemma 

Thanks for the reply. 

I had expected to be directed to the social media team but found myself getting my time wasted so have no inclination to do that again. 

You mention that it's the same team across the platforms but I found myself in an offshore team with an agent who didn't understand the problem statement. 

Being a long term user of this forum, I'm absolutely on the page that the forum team know exactly how to resolve this (from memory, it's forwarding to a specific team) as it's a well known issue.

Is there a complaint email address I can fire this too? I just want someone with the appropriate tools to support this. 

It's an easy ask with a quick fix which has already taken far too much effort.

[Gemma · Accepted solution]

@donnyguy - I can understand your frustration as this should be simple to resolve. We can handle your complaint from our side and we’ll also feedback what’s happened when you’ve previously contacted us to get this resolved.

Please send us a Private/Direct Message through Social Media and include a link to this post. If you let us know when you’ve done it and we’ll make sure it’s picked up by @Mark or myself.

[donnyguy]

Thanks @Gemma 

I will do exactly that right now via Facebook. 

I've just attempted to have a live chat via the Vodafone.co.uk/complaints page and have ended up dealing with an agent who basically again, didn't understand the problem statement. Gave wrong information and then after ignoring me for 10 minutes, started asking silly questions.

Refused to send to the appropriate team, the manager was no help (they were linking into them for support). 

I'm annoyed but feel sorry for them as clearly outsourced and under-trained.

[Gemma]

@donnyguy - when we access your account, we’ll look into this and feed it back internally.

[donnyguy]

@Gemma 

Thanks again, I messaged two hours ago and still waiting for it to be allocated. 

Message hasn't been read yet but all good, I've asked them to pass it onto you 👍

 

[Gemma]

@donnyguy - you’re welcome and thanks for messaging us again – Mark will be in touch before the end of today 😊

[Getafix]

Vodafone are very poor at closing Accounts.

As long as you have a Zero bill, I would not worry.

[donnyguy]

Hi All, 

Almost December and this account is still reporting to both Clearscore and Credit Karma as an open/active account.

You fixed the issues in September that generated a final bill dated Oct 4th. But as of Nov 26th (last update from VF according to my credit file), it's still live. 

Any chance your credit team could take a look at this? 

Many thanks 👍