Hi everyone. I had a default put on my credit file relating to a mobile phone bill from 4 years ago. I had thought that the issue had been resolved and i had paid what i owed at the time. Then i moved house. I didn't notify them because I wasn't expecting anymore letters from them. All this time later it seems they have tracked me down and are threatening to give me a CCJ if i don't pay them some more money. It is in the hands of a debt collection company but when i phone them to discuss it they say they have passed it on to another collections company, when i phone the other collections company they say i need to speak to the first one!! So i am being passed from pillar to post and getting nowhere. I have tried to explain that i don't owe any money for this phone but they say i should take it up with the company i took the phone with, when i tried to call them they said they couldn't help as the account had been passed to the debt collectors. I am going round in circles! Its not a massive amount of money but i don't see why i should pay just because they threaten a CCJ. Having looked through other posts on here it seems to me that these mobile phone companies don't care too much about helping their customers to resolve these types of issues..instead just outsource them and damage peoples credit. Any ideas?

Surely this is not the best response vodafone could of issued!. This customer of yours is looking for useful help and advice to find a way of resolving this issue. You may have well just said 'talk to the hand... because vodafone certainly will not listen! By the time your customer gets a response from the FOS her son's credit rating will already have been affected. Will vodafone put this matter on hold until the customer has had a fair chance to get some advice?? Or will you go ahead and ruin your customers credit file knowing its near impossible to undo?? Strikes me that you have set a precedent by waiving charges for some customers but not others, maybe you could explain the criteria you use to decide who has to pay and who doesn't. With all due respect Lee, your response seems very very poor and reflects on vodafone in a very negative manner. Maybe you should have a look at your CEO's views on customer service... "I'm Jeroen Hoencamp, the Vodafone UK CEO. I'm committed to ensuring we provide the best service possible and am therefore passionate about listening to our customers." Its a shame this commitment has not filtered down to the front line!

Hi Peapod I found this on the vodafone T&C if it helps - 17.7 Only provisions set out in this Agreement shall apply to Vodafone’s supply of Services to Customer. All other provisions are expressly excluded to the maximum extent permitted by law. The Parties acknowledge that, in entering into this Agreement, neither Party has relied upon any statement or warranty made, or agreed to, by any person, except those expressly set out within this Agreement. However, this shall not be taken to exclude either Party’s liability for fraud. There doesn't appear to be any other mention of liability for fraud.