Hello, I am looking for some advice as Vodafone have treated me very unfairly and I am disgusted with their customer service.
In April 2017 I called to give my 30 days cancellation notice as I had a new phone on order from a different carrier. I was told I could cancel my direct debit as I would get a letter with the final bill amount.
Towards the end of July I received a letter stating I owed £112, I called them to query why it was such a high amount and to make payment. The advisor said it was a termination fee, I asked if I could make payment next month and he checked with the billing department and came back and told me "as the account is closed I can make payment whenever I can".
He said he could set up an automated payment to come out of my bank on the 1st September, I asked him twice would it affect my credit file and he assured me it would have no affect at all so I gave him my card details and thought it was all done.
Towards the end of September I received another letter saying I owe £116. I was confused by this as I thought this was dealt with. Upon checking my bank I saw that they didn't take it out as promised. Also noticed 2 late payments from Vodafone on my credit file. I was very annoyed by this as he promised me it wouldn't touch my file and he set up an automated payment which failed!
I called them on the 2nd October to complain and the advisor said it was a mistake their end that the payment didn't go through and promised me the late payments would be removed, he put this in my notes. He said I can make payment now or at the end of the month when I get paid.
So I called on 27th October to make payment and to get my late payments removed as promised. The advisor told me they could not remove them as its correct.
I spoke to her manager and he was understanding and spoke to the credit department and said they cannot remove it as its correct from their point of view. I explained the advisor in July told me it wouldn't affect my file but he said he couldn't find the call recording so no proof he said that. He did say in my notes the advisor from the call in October had put he promised I could get them removed, however he said this was misinformation on their part.
I escalated it to someone called Paul from customer relations department who quite frankly didn't care, his attitude was unprofessional and basically implied I was lying. He offered me £50 for the "misinformation" but I said I didn't want £50, I want my credit file rectifying as I will be applying for a mortgage and because of them it would affect my file for the next 6 years and its not even my fault....
He said they cant do anything else and said I can complain to the ombudsman but they probably will favour them and not get it removed. He put my complaint in "deadlock" and I await their letter.
I have complained to the ombudsman and will forward them the deadlock reference when it arrives.
I cannot believe the way Vodafone treat their customers. I had been a customer of theirs all my life. Absolutely disgusting.
I will not give up until I get this fixed and I will be letting the public know how they have treated me.
Any help much appreciated.