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Vodafone cancelled contract without consent

ozngnr
2: Seeker
2: Seeker

Hi,

 

Back in November I bought a new pay monthly contract with Vodafone. As my old contract had already ended I wanted to transfer my phone number to the new contract but I was told this wasn't possible as I needed to swap to pay as you go first. After 30 days they swapped the new contract to pay as you go instead of the old one!! 

 

I tried to contact the customer service to ask how this happened and told them I was concerned about a final bill that I would be charged as I still had 23 months on my contract but no one could find an early termination fee in my account and I was advised to keep using my phone as pay as you go or sign a new sim only contract if I wanted to go back to pay monthly. 

 

A few weeks ago I received a letter from a dept collection agency asking me to pay £699 for a bill that I hadn't payed which I didn't even know it existed. Upon speaking with the complaints team about the issue I was told it all would be fine if go back to pay monthly and they would waive the fee and transferred me to the collections team. I spent hours on the phone to one of the advisers to explain the situation but she disconnected my line instead of trying to solve the problem!!!

 

Now I can't use my phone, I have a dept collection agency chasing me to pay a bill that I was charged because of Vodafone's fault and this affecting my credit rating too!

 

I've been with Vodafone for many years and I haven't missed any payments in my life. Especially during these tough times, the situation you put your loyal customers in is totally unacceptable! I also talked to your online team and was told I would be contacted by your concerns team but no one phoned back!

 

Please advise what what I should do next???

2 REPLIES 2

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @ozngnr 

 

"Back in November I bought a new pay monthly contract with Vodafone. As my old contract had already ended I wanted to transfer my phone number to the new contract"

Is there a reason why you bought a new contract and didn't upgrade the existing contract with Vodafone which would have meant nothing would have changed with your number. Just a new contract term and allowances and tariff cost ?

A contract does not end but instead drops onto a 30 day rolling contract unless a person asks Vodafone to cancel the contract.

Or did you take out a contract with an independent due to a deal ?

"Moving old vodafone number onto new Vodafone Contract. Credits to AnnS.

There are two ways this can be done.1.  Cancel the old contract and ask for the number to be moved to PAYG.  The number will be scheduled to move to PAYG after 30 days.  You will then receive a new PAYG SIM card to activate and top up a small amount to get it active on the network.  You will then be able to transfer the number to the new contract.2.  Ask Vodafone for a PAC code, move the old number to an alternative network, use the SIM as PAYG on the other network and ask for a PAC code to move the number onto the new contract.If your original contract near it’s end date ? If not then actioning the above would end it and invoke any relavent early termination fee. "

As a Debt Collection Agency has become involved id suggest to check your Credit File using Experian as one example to look to see if any late payment markers or a 6 year default has been added. If one has then you'll need to speak again with the Vodafone Social Media Teams as they have a dedicated Credit File Specialist Team.

As Account Access isn't available via this forum I'd suggest the Vodafone Social Media Teams via Contact-us-for-account-specific-queries 

I'd suggest Twitter and link back to your thread here including your forum username so your not having to repeat yourself. 

I wish you all the best with this situation. 

 

🌈Stay Safe  🌈 

 

 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

AnnS
17: Community Champion
17: Community Champion

Hi @ozngnr 

 

To add to what has been written  @BandOfBrothers I have picked up on some points raised by you.

 

The first thing I have noticed is the amount you have been charged, this does not sound correct, £699.00 is a small amount to pay when there would be 23 months remaining on the contract, unless you returned the new phone, I am wondering if this is equipment charge. Unless cancelled, the old contract would still be chargeable on a month to month basis.

 

There is also the point of being unable to use your phone, if the contract was moved to PAYG, providing there was adequate credit, you would still be able to continue to make calls, send texts and use data.  If you are using the new phone and it has not been paid for at the full cost this may be a block on the phone.

 

This is going to need some account access to find out exactly what happened, when you contact the Social Media Team they will help.