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Incorrect billed default wrongly filed bad customer service URGENT

A-clarke92
2: Seeker
2: Seeker

I cancelled my Vodafone account June 2015 due to lack of signal which had affected my business that I operated from my mobile number at the time. I agreed a £200 buy out of the contract as a free cancellation wasn't granted. I offered to pay this amount over the phone to terminate the contract. However the call handler declined saying that it would come out as a direct debit at the end of the month. At the end of the month Vodafone tried to take £900 out of my bank account. I was notified by my bank and therefore cancelled this payment and immediately disputed with Vodafone over the phone. I was on the phone for hours and was passed from person to person receiving very poor customer service, I also waited in store with a member from the Cribbs Causeway store for two hours getting no understanding why the price changed. I have proceeded to call Vodafone and still have not sorted this issue for over two years now. Vodafone then sold my account to the Lowell group where I settled with them the £200 I originally agreed, this was in April 2017. However last week a default was filed against my name! I have never said I would not pay to end my contract but I wanted to pay what was agreed and I was not made aware that a default would be in place.  I have had a mortgage declined due to my credit score! I want this default removed immediately as it was Vodafone's poor customer service and handling which is now effecting my life dramatically! Please sort this issue immediately! 

1 ACCEPTED SOLUTION

Tsathoggua
14: Advanced member
14: Advanced member

A couple of points to note here.  Firstly, lack of signal in a specific location is not accepted by any mobile network as a reason for free cancellation, unless of course you are still within the "grace" period at the stsrt of the contract (currently 30 days with Vodafone, used to be 14 days a year or two back.)    No network guarantees a signal.  So if Vodafone agreed to accept a reduced fee rather than their full entitlement, that's a result.

Sadly it appears this went badly wrong.  Clerical error(s) ?   Agent making an offer which exceeded his or her authority ?   Who knows ?   However you're a bit light on details of what happened after you stopped the £900 payment (which I think you were right to do, whatever anyone else here tells you.)    How many times did you contact Vodafone ?  Did you get any firm commitment from anyone to resolve the matter ?   Did you make an official complaint ?     Your post makes it sound as though you gave up and waited for Vodafone to sort it out, which is usually fatal.  When they don't chase you in these situations, it may appear that Vodafone are relaxed about the issue or just don't care, but sadly nothing coud be further from the truth. If they believe you owe them money, whether or not that is down to internal miscommunication as appears to be the issue here, they claim to send a couple of reminder letters (many posters here have disputed that bit) and then if no payment is forthcoming they eventully slap a default on you and sell the "debt" to debt collectors like Lowells.    And as Bandofbrothers said, the mobile networks are exempt from the legal requirement to tell you that they have defaulted you.

But that's enough of that.  Since it appears you have a genuine case here, I recommend you wait for a reply on this thread from one of the Vodafone staff who monitor it.  They are a UK-based team and have a justified reputation for getting problems sorted. They'll send you a link which enables you to send them your details securely rather than on the open forum, and you then go from there.  All the best with getting your issue resolved !

View solution in original position

3 REPLIES 3

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @A-clarke92

 

Totally appreciate you stopped the payment as it didn't match to the figure given by the agent but a possible consequence of this action is either restricted services or in your case a Default on your Credit File which if warranted lasts 6 Years. 

When checking your Credit File it should show a status of something similar to Settled ?

As Vodafone passed this to a Debt Recovery Company then its typically registered as a default and Vodafone do not have to inform the person of this taken action. 

Http://www.experian.co.uk should be able to guide you. 

Here is a help thread I put together which may further help > Default-on-your-Credit-File-And-How-to-add-a-Notice-of-Correction.

Vodafone Customer Services can help you > Contact-Us.

The Social Media Team here who read all posts should be able to help and guide you too. 

 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Tsathoggua
14: Advanced member
14: Advanced member

A couple of points to note here.  Firstly, lack of signal in a specific location is not accepted by any mobile network as a reason for free cancellation, unless of course you are still within the "grace" period at the stsrt of the contract (currently 30 days with Vodafone, used to be 14 days a year or two back.)    No network guarantees a signal.  So if Vodafone agreed to accept a reduced fee rather than their full entitlement, that's a result.

Sadly it appears this went badly wrong.  Clerical error(s) ?   Agent making an offer which exceeded his or her authority ?   Who knows ?   However you're a bit light on details of what happened after you stopped the £900 payment (which I think you were right to do, whatever anyone else here tells you.)    How many times did you contact Vodafone ?  Did you get any firm commitment from anyone to resolve the matter ?   Did you make an official complaint ?     Your post makes it sound as though you gave up and waited for Vodafone to sort it out, which is usually fatal.  When they don't chase you in these situations, it may appear that Vodafone are relaxed about the issue or just don't care, but sadly nothing coud be further from the truth. If they believe you owe them money, whether or not that is down to internal miscommunication as appears to be the issue here, they claim to send a couple of reminder letters (many posters here have disputed that bit) and then if no payment is forthcoming they eventully slap a default on you and sell the "debt" to debt collectors like Lowells.    And as Bandofbrothers said, the mobile networks are exempt from the legal requirement to tell you that they have defaulted you.

But that's enough of that.  Since it appears you have a genuine case here, I recommend you wait for a reply on this thread from one of the Vodafone staff who monitor it.  They are a UK-based team and have a justified reputation for getting problems sorted. They'll send you a link which enables you to send them your details securely rather than on the open forum, and you then go from there.  All the best with getting your issue resolved !

Gemma
Community Manager
Community Manager

@A-clarke92 - I’m disappointed to hear the experience you’re having.

One of the credit specialists in my team, can look into this for you.

Please send us your details by following the instructions in this private message.