Billing query

[Belfastfifty]

Hi Iam at my wits end. I’ve been a Vodafone customer for over 20 years and have always paid my bills. I rang Vodafone before Christmas to change my airtime plan as the two years was up. When I was on phone the advisor asked me which number on my account I wanted to talk about. This completely through me as over the years when I’ve spoken to Vodafone representatives I’d never been asked about any other numbers on my account as I assumed the only number I had was my own number. When I looked into it and asked for the other number it turned out it was my eldest sons old number  which he hadn’t used for years and was taken out when he was a child. Iam divorced and my ex wife was the nominated bill payer when we separated I assumed she would have carried on paying the bill. I asked Vodafone why if a bill hadn’t been payed for seven years no one contacted me via mail or phone call as Iam the account holder and why when over the last seven years when I’ve negotiated new contracts with Vodafone was this old number of my sons which they are saying hasn’t been paid for seven years never brought to my attention and the first time it was mentioned to me was before Christmas. I was told Vodafone couldn’t have informed me that the bill hadn’t been paid as my ex wife was the nominated payer of the number. I find this surreal as on one hand Vodafone are telling me Iam liable for over a thousand pounds as Iam the account holder, but they couldn’t inform me over the last seven years that the bill hasn’t been paid. I tried to explain that if your records show a monthly amount which has rolled over so the monthly cost is now 71.00 pounds a month and this number has not been used for years and the bill hasn’t been paid since 2017 that no one from Vodafone thought to inform the account holder. I said it was only luck that I rang before Christmas to renegotiate my own airtime contract  and a Vodafone advisor noticed the other number on my account. As I’d spoken to Vodafone over the last seven years to upgrade and it had never been mentioned. As an aside I spoke to my ex wife today and she has never received any paper bills. I believe her as I never receive paper bills and Vodafone today told me they would have been texting billing reminders to the number which hasn’t been used for years and is inactive. I tried to make them understand how sending texts to a number which they say the bill hadn’t been paid for seven years and was inactive didn’t flag up. Iam so stressed over this as I e been a loyal customer for over 20 years and have never missed a bill payment. I told them on phone today to cancel the contract as I assumed it had been cancelled when I spoke to Vodafone before Christmas.

[Andy]

Hi @Belfastfifty This does sound like a strange situation which I do apologise for, and I can certainly understand the stress this is causing. We will need to review your account to see how it's been setup and see exactly what has happened, we can then see what we can do to help get this resolved. We don't have account access over this forum, however if you reach out to the social team via this link we will be more than happy to help further.