Phone not in use but can't cancel

[Charity123]

Hi.  I have taken over as Treasurer of a Charity and have had a letter from Vodafone to say that they have passed an account to a debt collection agency for a contract that we have.  This is for a phone that is no longer in use and we no longer have the phone.  The contract has been in place since 2007 and I'm guessing is for less than £10 per month, the amount outstanding was only £36.   The problem is that i have no idea where the bills are being sent to, I eventually managed to get them to change the email on the account to mine but still no bills and as I don't have the phone or the Sim, Vodafone won't let me cancel it.  So I can see that I will be stuck in a never ending circle of debt collection notices.  Any ideas of how to get around this and get them to cancel the contract?  

[AnnS]

You have two options here @Charity123 . for cancelling the contract.

The Social Team will be able to get this fully investigated and solved by following this link: Contact Us You can also  

raise a complaint and be assigned a case handler here :Complaints 

The problem is going to be with the collections agency, they will have taken over the debt and you would need to liaise with them direct.

[BandOfBrothers]

If your the account holder then Vodafone UK should have no issues with you cancelling.

This is done by giving them 30 days notice.

Or asking Vodafone customer service for a Pac or Stac and giving that to a new network.

All the information you'll need is in Vodafone UK > How to cancel an account. 

The Vodafone Social Media Teams can advise too. They can be engaged via Facebook Messenger or Twitter DM > Contact-us-for-account-specific-queries. 

Unfortunately if a default is warranted then it would remain on a credit file for 6 years. The Vodafone Social Media Teams also have a Credit File Specialist Team who can check if this is warranted.

I wish you all the best.   

[lizralph]

Did you ever sort this out … I’m going round in circles with the same thing? 

[Jason]

Hi @lizralph. It's disappointing to hear that you're experiencing the same issue, we certainly don't want you to be going around in circles. I would recommend referring to the information and instructions kindly provided by both @AnnS and @BandOfBrothers in this thread. 

[lizralph]

I’m in a slightly different position. I have now launched a Complaint, which hopefully might see some common sense used .. The account holder is a  charity and I am the treasurer. The old treasurer who set it up is now old and infirm and is no longer with the charity. He cannot help so I need to manage account and in my contacts with Vodafone I did talk to one person who said it was possible. Anyway Vodafone are obviously happy to be taking £13 pm from our charity indefinitely. In the end we are so poor and I’m so frustrated that I’ll  probably cancel direct debit and abandon the Nokia in a Vodafone shop!  Hopefully the complaints people might help

[Amanda]

Thanks for getting in touch @lizralph - I'm sorry that you haven't been able to get the support you needed when you got in touch with us. 

You can complete a Transfer of Ownership request online, to get the account moved into your name - meaning you can easily manage it yourself. 

If you have any further questions about this, please pop a reply back to our last DM on Twitter 🙂

[lizralph]

I have dmd on Twitter although not hopeful of response. I need to clarify if on this form the details are that of the account holder .. the charity or the person who set it up ? The person who set it up cannot remember what details he gave .. although we could offer various alternatives! to try ! 

[hrym]

The Social Media team will reply to you, though it may not be immediate - they can get quite busy.   They'll obviously have to establish identities, but there are a variety of ways of doing that and they should be able to take you through them.