My life ruined.

[Alzein]

This is my last resort as I don't know who else to ask or seek advice from, I hope I can get the help I need here.

Some years ago in 2016 I was travelling to Jordan and I called Vodafone a day before in order to enquire about my options with using my phone abroad in Jordan. The advisor I spoke to informed me that I could use my phone as I would use it in the UK as part of "World Travel" where I will only pay £5 a day.

Long story short, I got to Jordan and used my phone from the airport to the hotel. I was told by the advisor that the add-on would work automatically and that I can just switch my phone on and use it as normal. But then I started receiving confusing texts from Vodafone telling me I'm getting charged some ridiculous amounts for roaming, I was baffled. I tried contacting Vodafone that same day to discuss this with them but then my son card was barred and blocked as I had exceeded the default limit set on my account.

I went and bought a local SIM card and used it during my stay in Jordan. As soon as I got back to the UK I called Vodafone and explained what had happened, the advisor then told me that Jordan isn't on the "World Travel" list of countries and I had racked up a bill of about £400 (this was long ago I don't remember the exact figures). 

This happened with me before when traveling to Europe and being misinformed about a country being on the "Euro travel" package so I ended up being charged something ridiculous and it was cleared by Vodafone because they admitted to their mistake.

In this particular case it was the usual, the advisor on the phone told me that they apologise etc and that they will listen to the phonecall in question and clear my debit with them. My line was reactivated and I continued using my phone as normal.

Out of caution I cancelled my direct debit and was planning on paying my bills manually every month until this issue is resolved. I then find our from Vodafone that the phone call in question wasn't recorded and they can't find it on the system, they have record of me speaking to someone that day but the recording doesn't exist. So now it's my word against theirs.

Things get escalated with the ombudsman and their resolution was for me to pay 50% of the outstanding balance. At this point with all the late payment charges and monthly bills I was racking the debit on my account was over £1500. The ombudsmans resolution was for me to pay half of that!

Now of course I refused the resolution and explained that I will only be willing to pay £5 for using my phone that one day in Jordan (as I was informed). 

Vodafone refused and that was it, I couldn't speak to Vodafone anymore about this case because it's 'illegal' apparently. The ombudsman also said that the case has been closed and I couldn't discuss it with them.

Vodafone placed a default on my credit file for £2400 and ruined my chances of getting a mortgage or any business loans. 

Since then I've been forced to rent a one bedroom flat with my wife (who I married in 2018) when I could've been paying off a mortgage and owning my own home.

All the banks I tried to get a mortgage with either refused me or where charging some ridiculous interest rates because of this stain on my credit file. 

I recently spoke to the new Vodafone complaints department and I have to say they were extremely understanding and helpful, it was the first time in a very long time I felt someone from the company was willing to listen. The lady on the phone apologised and said that the default will be removed and it should show on my file within 30 days.

I'm glad it's gonna be removed, but what about all those years of stress and struggle I had to go through because of something that wasn't even my fault? Am I entitled to sue Vodafone and claim back my rent from them because if it wasn't for them I would've been in my own home? 

I honestly cannot put into words how this issue has damaged my life, marriage and mental health.

What should/can I do to get what I deserve from Vodafone?

[BandOfBrothers]

I appreciate from what you write that this experience thas caused stress and frustration @Alzein especially as you say you've followed.advice from a Vodafone Agent.

Vodafone also has online help pages that show what your specific tariff allows when travelling abroad. It's always best practice to do ones own extra homework on this too imo.

Not all phone calls to Vodafone are recorded and those that are recorded as typically retained for 60 days.

You can make a complaint via Here  but it appears as Vodafone I assume issued a Deadlock thus you involving the Communications Ombudsman to which they arbitrated and came to a conclusion that would be in their eyes the end of the matter thus closed the case.

It's not for me to tell you that you should go further. I'm not of the opinion that Vodafone would pay back what you have paid on rent. I think this went further awry when you decided to cancel your direct debit. It's easier to obtain a refund then have a default removed. 

I appreciate however this is a large amount of money.

Is the amount of 50% still outstanding ?

If so it wouldn't be the normal route for Vodafone to remove a default on your Credit File as they have a duty of care to report such instances. They would only remove one if this was an error.

If the amount is paid then the default status changes from outstanding to settled which looks better on your Credit File.

The Vodafone Social Media Teams here have a Credit File Specialist Team. You can't speak to the Credit File Specialist as they are not customer facing but you can engage with the Social Media Teams via Contact-us-for-account-specific-queries  although I'm not sure how they can help as the case is closed.

I wish you all the best with this situation. 

[Alzein]

Thanks for your response @bandofbrothers

Vodafone agreed to removing the full default on my file. The same department told me to call them once the default is cleared to discuss compensation.

I'm making that call in a few days but before then I'd like to know what my approach should be

[AnnS]

Hi @Alzein 

You were given the correct information from Vodafone at the time and Jordan would have been included in World Traveller where you would have been able to use your UK allowance on payment of £5.00 per day before the product was replaced with Global Roaming where there is now a £6.00 daily roam further charge.  There is further information on this link:  Roaming Charges 

When you arrived in Jordan, you would also have received a text message welcoming you to the destination with details of charges.  You also don't mention how you used your phone from the airport to the hotel, if this was for data use, you may well have been downloading large amounts of data and incurred out of bundle charges.

This has been through the Ombudsman Service and they have made a final ruling that you are to pay 50% of the final charges.  It would saved you a lot of trouble if you had paid the lower amount before the figure increased.

If you paid in full and no longer owe the money and Vodafone have agreed to remove the default notice, it takes appoximately 30 days for this to show on your credit file but as this was 2016 the notice will be removed after a six years period.  If you contact Experian or one of the other agencies they will be able to help and advise.

[Alzein]

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@AnnS wrote:

Hi @Alzein 

You were given the correct information from Vodafone at the time and Jordan would have been included in World Traveller where you would have been able to use your UK allowance on payment of £5.00 per day before the product was replaced with Global Roaming where there is now a £6.00 daily roam further charge.  There is further information on this link:  Roaming Charges 

When you arrived in Jordan, you would also have received a text message welcoming you to the destination with details of charges.  You also don't mention how you used your phone from the airport to the hotel, if this was for data use, you may well have been downloading large amounts of data and incurred out of bundle charges.

This has been through the Ombudsman Service and they have made a final ruling that you are to pay 50% of the final charges.  It would saved you a lot of trouble if you had paid the lower amount before the figure increased.

If you paid in full and no longer owe the money and Vodafone have agreed to remove the default notice, it takes appoximately 30 days for this to show on your credit file but as this was 2016 the notice will be removed after a six years period.  If you contact Experian or one of the other agencies they will be able to help and advise.

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Hi, thanks for the response

I definitely was not given the correct information otherwise I wouldn't have been charged. From the airport to the hotel I did the usual; checked in with my family on WhatsApp and Facebook, and did some scrolling through social media. By admition from Vodafone I was told that I was misinformed by the gentleman who spoke to me the day I landed back to the UK. I work for a charity and I frequently travel to Jordan, I was told that Vodafone are working on getting Jordan added to World Travel. That's why before I fly out every time I'd call Vodafone and check if it has been added yet, on this particular case I was told it was. That's the bottom line. I did however receive those texts from Vodafone detailing the charges, so yeah maybe I should've taken that as a hint. But that doesn't negate the fact that I was told I could use my phone.

By the time the ombudsman got involved (remember please at this point I've never been through anything like this, now I'll know how to handle it and avoid this in the future) the bill was already a ridiculous amount where I would've had to pay at least £750. In what world would that have been just or fair?

Regarding the default, I'm not sure if you read the original post I made but that's been removed by Vodafone and will take effect on my file in a few days.

[CW19]

Whilst it sounds like you have had a rough ride with this, do you think you could find a lawyer, who based on the info you have put on this message board, would honestly support a win. I doubt it. You could try to go for it but would it stand up in court.

I would say based on the evidence and the fact the ombudsman didnt fully support you means there is a good chance you would fail and end up being charged more for the try.

I know its not fair and that you are over stressed by this but id say, let it go. The fact you have had all this removed from your file means you can start to move forward now so your best letting it go.

Painful experience i understand but not worth holding on to now.

[Alzein]

Since the ombudsman bottled my case I acquired some evidence from my bills from that date which shows the "world travel" add on being added, surely that should mean something?