Unable to reconnect line

[Reece_lg]

Your company is a shambles along with your incompetent staff. My account was moved over to a Debt collection agency due to non payment which I admit is my own fault but when it was with the debt collection agency they offered me a 20% reduction of the balance if I made the payment to which I did. I made a payment of £321.12 opposed to £401. I made the payement to ardent who told me that it would take 3-5 working days for it to reflect to vodafone so they could reconnect my line so I waited the 5 days and called them up for them to tell me i still owe them £55 and would have to pay this to get it reconnected. I advised them this must be wrong and explained the part payment I made to ardent to which they told me that I would need to contact ardent to get them to prove this to which i did and ardent told me i would need to contact vodafone and speak with agency liason team but vodafone have never heard of this team and seemed to only reiterate I had to pay the extra £55 so I asked to speak to a manager and was promised a call back to which i never received. I feel like I am just being passed about and my issue not being recognised or resolved unless I pay extra. If i could have afforded to pay the full amount I would have payed it but i couldnt and that is why i was happy with the reduced amount.

[BandOfBrothers]

Hi @Reece_lg

As you have stated this has happened due to not paying your bill.

I appreciate personal circumstances can happen. 

I would suggest to check your Credit File as this also may have been reported on it by Vodafone and as it's warranted will last 6 years. 

Once paid Off it's status should change from Outstanding to Settled which looks better on your Credit File. 

Usually When a debt is sold to a Debt Collection Company then it's up to them if they chase for the full payment or offer a deal to get as much as they can. 

I can only assume with Vodafone their systems show not all the bill has been paid so some sort of safeguard keeps the service off. 

Please let the Vodafone Social Media Team here catch up with your thread and I'm.sure they'll try to help you further. 

[hrym]

There is a Credit File Support team, who deal with credit file issues and it's possible this is who the agency were referring to.   They can look at the circumstances of the debt but, if it was correctly handled, there may not be much they can do in practical terms.   I was under the impression that, once an account was put in the hands of a collection agency, it was closed and the number/s would be recycled, so simple reconnection may not be an option.   You may also have trouble getting a new account due to the credit hit.  The agency are simply interested in getting a settlement, and any promises they make on the network's behalf may not be valid.

Sorry not to be the bearer of better news, but I agree with @BandOfBrothers: the forum team are the people to deal with this and they'll be able to pass the matter on to the correct quarter, who'll be able to give you definitive answers.

[Reece_lg]

They advised me the account is not defaulted and the line can be reconnected for £55 and they would waiver the early termination fee but they cannot explain what this £55 is for. I paid the agreed amount with the debt collection agency that vodafone choose to use so you would think that they would be in contact somehow or the debt collection agency could have advised that if I only pay the reduced payment then i wouldnt be able to reconnect line but none of this was advised infact the debt collection agency advised that vodafone would be aware that i was paying a reduced figure it doesnt make sense for e.g i paid the reduced settlement figure and believed the debt was cleared as they debt collection would have told me would vodafone still try and chase up the rest as they were not aware of the reduced figure.

[Gemma]

@Reece_lg - I’m sorry to hear the experience you’re having with getting the line reconnected.

We’re credit specialists in our team, so we can take a look at what’s been agreed and help further.

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