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Vodafone didn't update my address & registered a default!!!!**Resolved**


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I am looking for some advice please about how to remove a default that Vodafone has applied in error.

 

In October 2008 I wrote to Vodafone informing them of my new address (B Street) and provided the 30 day notice to cancel my contract.

 

Vodafone wrote back in October 2008 to B Street confirming the contract would end in November 2008.

 

My ex landlord at W Road committed fraud on my account and £600.00 debited my bank account. This resulted in my Vodafone Direct Debit being returned unpaid in November 2008. which I was unaware of as Barclays due to the fraud wiped any charges that had occured as a result of the fraud.

 

On 3rd March 2009 my ex flatmate forwarded me a letter from CJGarland.com stating I owed Vodafone £38.00. I paid this online to CJGarland.com and thought that was the end of the matter.

 

I am emigrating to Australia on 21/5/2012 and have a job lined up in banking. I therefore checked my credit file on 15/2/2012 to see what accounts were open so I could get everything closed down before moving to Australia. (Last week I paid off a £6500 loan 4 years early :-) )

 

On checking my credit file I found Vodafone had registered a Default on 10/3/2009 which was marked as unsatisifed.

 

I wrote Vodafone a letter and sent in the post on 16/2/2012 advising that I had found the default and requested that it be removed as I had made the payment.

 

On 1/3/2012 I had not received a response to my letter therefore I called the customer services department .

1.15pm I was advised I needed the old post code for you to access the account

6.45pm I was told the account was not in my name therefore they could not discuss the account due to data protection

6.50pm I was told that the account was with debt collectors who I should contact on 01429 402431 to raise the complaint. This number does not work.

7.30pm the agent took ages to find my account blaming it on updates and system issues. The agent laughed at me when she saw my account. I asked for the correct telephone number she provided 01429 402 431. I advised this number doesn't work and she told me they do not have another one and to go on yell.co.uk and enter Garland Debt Collectors. I tried yell.co.uk this company does not exist. I have googled this company and the only Garland Debt Collectors that exist are a Texas USA based company.

20.45pm I sent an email to Vodafone Customer Complaints at [email protected] advising of the issue. I received an automated response advising that would contact me within 24 hours

I called Vodafone again on 2nd march and was advised the account is now with cap quest.

I emailed Capquest Sunday 4th March and submiteed complaint to them.

 

Tuesday 6th March I called cap quest at 1.15pm and was informed account had not been with them since 2009. I emailed Vodafone a 1.30pm advising that I had not received response within 24 hours as promised and that they had misinformed me about who the account was with.

 

On 9th March I updated my address in case Vodafone have been trying to respond to my complaint email by letter which is why I have not have a response within 24 hours as promised. I emailed Vodafone to let them know I had changed my address with the Customer Services Centre.

 

15th March I emailed Vodafone stating I received a response stating the details I have provided do not match their records. I sent another email providing the account number, mobile number and information recorded on my credit file.

I phoned collections as the bank statements had arrived which proved I’d made the payment. Sophie said she would call me back. I received a voicemail from Sophie in the Collections Department on evening of Thursday 16th March 2012 around 7pm advising the default would be removed within 14 days as I provided her the payment reference for 38.66 to CJGarland.com

 

21st March I received a response advising to attach a scanned copy of the payment and was advised that the debt collection agency no longer exists. The same day I receive an email stating the account isn’t under my name. I had already provided the details to Sophie in the Collections Department and was supposed to be on Holiday when I received this so I advised I would send the details when I got back.

 

23rd March Vodafone emailed me and told me the agent had lied and I would need to send proof of payment to QA Assurance team.

 

28th March 2012 – I sent the complaint via recorded delivery including the proof of payment which I made on 3/3/2009 to QA Assurance team

 

On 29th March letter dated 26th March which was the response letter to my letter dated 15th February 2012 arrived!!! No mention of Vodafone not changing my address and they say I haven’t made the payment.

Wrote letter back on 30th March again with proof of payment and I have requested proof of default being sent to B Street.

 

11th April 2012 Vodafone change my default date from 10/03/2009 to 1/03/2009. I made the payment on 3/03/2009 so this appears illegal to me???

 

Sorry this has been long but can anybody help me please,

 

1. Surely the default is illegally marked as Vodafone did not update my address? Therefore I was not notified?

2. I have provided proof of payment that I paid it before 10.03.09 surely moving the default date from 10/3/2009 to 1/3/2009 is illegal given I made the payment on 3/3/2009. I paid it before the default date and on my credit file it now looks even worse!!!

 

 

 

 

 

 

 

:-(

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Just received this tweet from VF

Vodafone UK ‏ @VodafoneUK

@Real_CAG Thank you. Lee will be along to reply as soon as poss. ^PW

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Hi

I have noticed you posted a query on another thread so I pooped over to see if you have had any help yet.

As Lee has yet to visit this thread, I suggest you get pro active and email them using this link.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-jANUARY-2012**&p=3683706&viewfull=1#post3683706

 

Make sure you place the automated reply number here so that your thread and email can be joined.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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No help yet, I phoned Marihane in Egypt at Vodafone customer Services @ 10.41 who promised a call back by 3pm. Suprise Suprise another promise from Vodafone broken, no call back made.

 

However, thank you for your advice how long does Lee take to respond. Im pannicking, this complaint was 8 weeks on thursday and I have a job where I need to pass a credit check starting in 5 weeks. Tickets booked for Oz look like they need to be cancelled, job of dreams gone.

 

I will email them now many thanks

 

Sam

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It may be that common sense may be somewhere within Vodafone and they remove the default.

I am yet to understand that reactions these companies give when asked to remove defaults. With some it's like they would rather remove their own teeth-without anaesthetic than remove a default.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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This Lee seems to have some sense from the other posts I have read. Its just getting so close to judgement day when I either get on that flight or not. I am sick with worry, I should be excited about my new life, new job, going to live with my partner who went out there for work in January but I can't because of this. I have sent so many emails to the vodafone care team that my email knows im sending it there as soon as the letter C is typed. Just awaiting the automated number through now.

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Hi Lee, you advised me that the default would be removed within 48 hours. I don't know whether it's Equifax being slow but I haven't received notification from them of any changes to my credit file. Please could you confirm when the default will be removed so that I can advise my manager that it is fine to go ahead with the credit check required for my transfer.

 

Thanks

 

Sam

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Hi Lee, received notification from Equifax that you have removed the default. Thank you very much :-) Very happy with you, finally I have spoken to someone @ Vodafone who cares about their customers.

 

Still need the reimbursement & compensation part of my complaint looked into as this error has caused me stress, worry and had an impact on my bank account for the extra costs.

 

I can look into how much this has cost me over the weekend if you like. Off the top of my head without working everything out it's 3 months equifax subscription @ 6.99 per month (Now cancelled, great not to be dripping out my account anymore now this is fixed!!!) 2 x credit score checks £5.99 each, Phone call to the Debt Collections Agency from a mobile, 4 x letters sent recorded delivery think about £2-3 each, £10.00 payment to Barclays to order statements, I also had to take 3 hours off work to go to a Doctors appointment for stress. Also gone through 2 ink cartridges, thats the 65 page complaint letter which I sent twice to Vodafone (QA Assurance & Complaints Team), Information Commisioners Office and the Ombudsman. My mum let me off one of them but had to buy the other one. That was £8.00 off Amazon, but I can double check that.

 

Thanks for all your help Lee. Its a shame that out of all the members of staff I have spoke to over the last 9 weeks you and Sophie from Collections were the only ones who seemed to care. I do unfortunately still have a big dent in my confidence in Vodafone.

 

Sam

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Not to mention any higher rates of borrowing... Keep us informed here and if you have any questions ask away :)

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Exactly, what I want more than anything else though is for Vodafone to agree to cancel my contract early so I NEVER have to deal with that company everagain. I have lost faith that if anything happens where I need to contact them they will actually help, there customer service has been that bad.

 

The Ombudsman confirmed on Thursday via email they have received the complaint and continue to look into reimbursement and compensation as Vodafone have yet to address this.

 

Also received notification in the post from the Information Commisioners Office that they will be looking into this part of my complaint also.

 

26 days remaining until my flight so hopeful this will get sorted.

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Hi Sam,

 

Thanks for updating the thread to confirm that the credit file aspect of your case has been resolved.

 

I appreciate that your confidence will have been affected by this experience; however, I'm happy to assist you with any future queries which may arise with your existing account with us.

 

In regard to the compensation element of this matter I'll get back to you as soon as I can to discuss this further.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Exactly, what I want more than anything else though is for Vodafone to agree to cancel my contract early so I NEVER have to deal with that company everagain. I have lost faith that if anything happens where I need to contact them they will actually help, there customer service has been that bad.

 

The Ombudsman confirmed on Thursday via email they have received the complaint and continue to look into reimbursement and compensation as Vodafone have yet to address this.

 

Also received notification in the post from the Information Commisioners Office that they will be looking into this part of my complaint also.

 

26 days remaining until my flight so hopeful this will get sorted.

 

You could write to Vodaphone asking how much it would cost to end the contract early and to provide a breakdown of their charges if this is more than a months charges

 

Locutus has pointed out in another thread that a judgement against gym membership might also be relevant for phone contracts

 

http://www.consumeractiongroup.co.uk/forum/content.php?758-Ashbourne-Gymnasium-case-has-wide-implications-for-other-industries

The main points of the judgment are that the judge said that it was

 

unfair to impose 3 year minimum contracts and said that contract durations of 12 months were quite sufficient.

unfair to refuse to allow customers to terminate their contract by giving notice to the gym.

unfair to report customers or to threaten to report them to the Credit reference agency where the term requiring payment is unfair.

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  • 2 weeks later...

Hi Lee,

 

I sent you the breakdown of what this has cost me on Thursday. You advised me on Friday you would be in touch.

 

Today is Wednesday and I haven't heard anything regarding the reimbursement and compensation from you.

 

How long will this take, as your aware I'm flying soon and I need to get my bank account balanced before I go???

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Oh and Lee.

 

I phoned for a termination fee and I want told £560!!! I phoned in February and is was told £492!!! Please explain how being a customer for longer means that you will charge me more to leave you. Like I have said I don't want to be a customer of Vodafone's again. My partner took internet through Vodafone however, after everything that has happened the last 12 weeks he has decided to leave you. Can't cope with the broken promises and lies!

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Hi Sam,

 

Please be assured that your case remains in hand and I'll endeavour to get back to you as soon as possible.

 

In regard to early cancellation fees these are calculated by multiplying your monthly line rental charge, less VAT, by the number of months remaining of a customer's minimum contractual commitment. This fee is also reduced by a further 2% in line with our regulatory requirements.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

Edited by Lee Vodafone Company Rep
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Please could you advise when this would be as your aware I first logged my complaint on 15/2/2012 it is 5/5/2012 I fly on 20/5/2012 and you will need to send a cheque give it time to arrive and be able to put it in the bank.

 

My bank account is £50.00 overdraft because I was out of pocket this month. I have no more pay days left until I'm in Australia so I would highly appreciate it if it didn't take any longer to sort out. This complaint is way over the 8 week timescale (by about a month) already and making me wait another day and another week is very unfair.

 

I appreciate that you said it would be dealt with but u have had the breakdown of what this has cost me for over a week now. And you have my original request for compensation about 6 weeks ago....

 

Please deal with this in a timely manner, I have sent the ombudsman a copy of what I sent you detailing what this has cost me.

 

Please also explain my original question

 

""I phoned for a termination fee and I want told £560!!! I phoned in February and is was told £492!!! Please explain how being a customer for longer means that you will charge me more to leave you. ""

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So why was I lied to in February ??

Hi Sam,

 

Please be assured that your case remains in hand and I'll endeavour to get back to you as soon as possible.

 

In regard to early cancellation fees these are calculated by multiplying your monthly line rental charge, less VAT, by the number of months remaining of a customer's minimum contractual commitment. This fee is also reduced by a further 2% in line with our regulatory requirements.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Hi Sam,

 

Please be assured that your case remains in hand and I'll endeavour to get back to you as soon as possible.

 

In regard to early cancellation fees these are calculated by multiplying your monthly line rental charge, less VAT, by the number of months remaining of a customer's minimum contractual commitment. This fee is also reduced by a further 2% in line with our regulatory requirements.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

Which works out very nicely when compared with the actual losses that Vodaphone will incur. If mobile phone providers were a bit more up-front about the bundling of the cost of the phone rather than saying that it was "free" I would have some sympathy (and the courts would uphold your losses for a broken credit agreement on the phone)

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The cancellation fee is one thing. VF also slap on admin fees when a debt is sold to a DCA, This is 15% or £100 whichever is the lowest so no actual figures representing the actual cost of administering the account (and they never will supply them)

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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In this case Vodaphone has the OP over a barrel.

 

The OP is starting a new career in banking & wants to get rid of Vodaphone because they have defaulted once & the OP just doesn't trust them not to do it again.

 

Obviously the OP will just pay up.

 

In the circumstances I think that Vodaphone should cancel for a nominal amount rather than be seen as a money-grabbing uncaring company that shouldn't be trusted.

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Hi Lee,

 

Thanks for your reply, apologies but that still does not explain why the contract is more to cancel further into my contract than in February.

 

We do not seem to be getting anywhere in regards to the reimbursement and compensation part of my complaint despite this complaint being raised on 15th February 2012.

 

I will contact the Ombudsman today and make them aware to continue their investigations as you previously advised me to request that they wait until Vodafone have finished their investigations which I have done. Unfortunately, I am still chasing this complaint up every 2-3 days and have not yet received from you a date when you will have resolved my complaint.

 

As you are aware I am flying in 11 days, arriving in Australia on 21st May 2012. I am worried that due to this complaint my bank account will be overdrawn as I had budgetted to the last penny, regrettably not taking into account 1. how much this complaint will cost me 2. that Vodafone would increase their early termination charge from £492.00 quoted in February 2012 to £560.00 quote in May 2012.

 

"When something goes wrong with a company, it's not the issue that ruins customer confidence it's how quickly and efficiently that company fixes the problem".

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