Additional line cancellation problem

[Shamrock_Sean]

Hello everyone 

I have a problem with an additional line I took out on July 26th. I didn't open the device and decided to return it on July 28th to a Vodafone store. A couple of weeks passed by and now I'm getting overdue payment emails from Vodafone for the device plan that I returned and cancelled. Now it doesn't show on my Vodafone app but when I log into My Vodafone on a computer or mobile browser I can see the device plan as still active. It also shows overdue payment. Now here's the frustrating part. I've made numerous calls and Web chats to Vodafone and I've gotten nowhere. Basically on Vodafones side they tell me everything is cancelled the line and device plan. But why can I still see this device plan still active on My Vodafone account?? I'm so stressed and frustrated because it is now saying it could goto collections team or debt collectors. How is this even possible?? I've attached a screenshot showing the active plan which was supposed to be cancelled and Vodafone tell me it is. Can anyone please help me with this?? I've already had one customer service agent who was sarcastic and rude to me but most have been helpful but I've gotten nowhere and it's worrying me that I may have this debt for a phone I don't have. What is also worrying is that I tried testing by doing another additional line again and it said error debt collections

 

[BandOfBrothers]

Hi @Shamrock_Sean 

I can appreciate why you would be frustrated and unimpressed by your experience with Vodafone.

As long as a person cancels a new contract or upgrade within 14 days then that should be that.

Please contact the Vodafone Social Media Team's via Twitter DM or Facebook Messenger and they'll assist.

Unfortunately they can't via the forum here as there is no account access.

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

You can also raise a complaint if necessary via complaints/code-of-practice. 

I'm sure Vodafone will remedy this but if for some strange reason they don't then they have 8 weeks from the raise of your complaint to resolve this but if not you can ask for a Deadlock Letter and involve the Communications Ombudsman. 

I would also suggest to check your Credit File Report once this is resolved via Experian or Equifax or one of the other Credit Houses just to make sure nothing has been applied to your File in regards to this.

I wish you all the best with this. 

[AnnS]

Hi @Shamrock_Sean 

From your screenshot it look like you have been put on an Evo Plan here: Vodafone Evo  the store have cancelled the airtime part of the contract but not the device plan but this may show on the following months billing.

This will be something simple for the Social Team to rectify, follow the links from @BandOfBrothers with the Social Team being part of Customer Relations they will address the issue.

[Shamrock_Sean]

Hi

Thanks for replies it's strange because Vodafone say it's cancelled on their side and I owe nothing. One did say it might update after next bill but I don't know it's really worrying me. 

[AnnS]

Most probably @Shamrock_Sean the bill was already produced and your account has not been updated.

The Social Team will be able to clarify and get this solved for you.

Understandably, a worry.

[Shamrock_Sean]

An update on this is Vodafone head office are investigating my case. I emailed my complaint to Vodafone CEO and I had a quick response. But it seems to be taking sometime as it's been a complicated issue. Apparently when I returned the phone to the store and cancelled the device plan and line within 14 days it seems to have ended up in collections. The technical team and many others are doing a thorough investigation into why this happened so that it doesn't happen in the future. It's one of these new Evo plans and could happen to other customers. Despite being cancelled it is still showing on my account and I'm still getting late payment emails plus threats of debt collections and Vodafone are being a tad slow on this. My existing line all still fine and OK but I've never come across such an issue like this before. 

[MarkD]

Thanks for the update @Shamrock_Sean. It sounds like it's now with the right teams and they're investigating to find out what has happened and trying to get this resolved as quickly as possible. We get it's frustrating if you're still receiving letters so thank you for your patience whilst you're waiting for a resolution. 

[Shamrock_Sean]

Sorry I never updated again but all is sorted finally. It ended up in a debt collection agency and from there Vodafone moved quickly to close it all down and in the end cos of all my troubles with this they gave me £100 credit on my bill. Very nice

[Amanda]

I'm pleased to hear it's sorted @Shamrock_Sean 👍 Thanks for updating the thread and letting us know.