RE Account Number MOD EDIT: This post has been edited to remove personal information please see Community Guidelines
I have experienced a similar issue with Vodafone. Its been two years since I left Vodafone and switched to o2 - just finished my contract with them an had no issues whatsoever.
Last week I went to apply for a bank account and was declined and upon checking Experian - Vodafone have put a default on the account since 2016 (I’ve never needed a credit card or a loan so this is the first I’ve become aware of it).
It seems even after moving providers, I’ve still not been able to escape this nightmare. When I initially joined Vodafone In 2015 I started of with 6 month unlimited data. No issues for the first 6 months. Then back in October 2015 I received a bill over £100 due to the use of data outside my monthly allowance. I immediately rang Vodafone customer service to try understand the how this was possible as I had very limited use of data on my phone.
Upon investigating the matter, I was told to check the usage on my phone where I discovered I had used less than 1GB yet was charged outside of my 4GB allowance. As a result I was told to take my iphone to the local apple store to produce a report and then to a to a Vodafone store in order to get my bill revised.
On 14th December 2015 Vodafone were notified of the report from apple that conformed the device was working fine and that the issue was with the carrier - Vodafone. See attached. I took this into the my local Vodafone store as instructed and the bill was revised accordingly.
Every month after this i experienced the same issues over and over again. My direct debit was taking large sums of money and therefore had to continuously ring up and explain the issues over and over again. My bills were revised for the following 3 months but as I had a direct debit set up the incorrect amounts were automatically deducted from my bank. This caused a lot of problems and therefore I was forced to cancel my direct debit and advised customer services I would set this up again once the issues had been permanently fixed.
Consequently I was the one who had to make the effort to resolve the issues and after having exhausted contacting their call centres, I tried sending emails and even visited their stores. Not Even surprised - the email addresses of their complaints department i was given didn’t work. As a result the next couple of months my phone was barred over a period of time. Frankly this crossed the line and was unacceptable. I felt this voided the contractual agreement I had signed up for as I was not constantly not receiving any services. I got so sick of the routine every month I just wanted to leave and go elsewhere but at this point I was advised I couldn’t exit my contract and had no choice but to add extra bolt ons every time I supposedly run out of data (just to use whatsapp!.)
So I did - put on additional bolt ins whilst someone was supposedly investigating the issues and would call me back in 48 hours which reading through this thread nobody ever does. In fact I did everything they asked me to from visiting the Apple store to their colleagues in the Vodafone store yet they were incapable of rectifying any of these issues.
By the time I got to the end of the contract no one had contacted me for a period of 12 months to solve the issues nor chase any form of payment since I had cancelled my direct debit. My bill had never been revised which was now totalled over £1500+ by the end of the contract and no permanent solution to the data leakage had ever been provided.
I finally managed to get through to someone from renewals who promised they would send me a deadlock letter so I could leave and go elsewhere as they could not come to a resolution. They actually had the audacity to offer a £75.00 credit of the outstanding balance which I thought was a complete insult and thereafter a £200.00 ‘correctional credit’ with No explanation of how it was calculated. I declined and moved providers and for the next 2 years - had no issues with O2 on the same tariff using the same amount of data.
Now I find myself resorting to liaise with Vodafone once again by writing in this forum to sort out the default on my credit score which I’ve just discovered.
My question to the community- Do you think it if fair that I am liable to pay for the line rental and/or any additional charges.
Vodafone - how do I sort this mess out? I have done everything you asked from me and provided you with the report from Apple that is on your system (and attached) which conforms there were no issues with the handset and was with yourselves overcharging me??
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