Hi, I hope someone could advise me on what course of action to take with my problem with Vodafone. I have tried to provide as much detail as I can so apologies if it is long winded. I took out a 30 day rolling contract for a Vodafone internet dongle in March 2008, monthly payments were via Direct Debit. In June 2011, I flew overseas due to a family emergency. Unfortunately I lost the modem while I was there, called Vodafone Customer Services (UK) immediately on 08/06/2011. After the requisite security checks, I requested the person who took my call to block the modem immediately and terminate the contract with the understanding that the Direct Debit would stop automatically when the account was closed and any outstanding dues (including that for the 30 day notice period) were paid. This was confirmed to me during the course of the telephone call. (I also held a mobile phone contract with Vodafone at the time which ended in mid-2012, all dues settled.) I was recently declined a mortgage, incurring charges of over £1,000. When I investigated the matter further, I noted on the CallCredit and Equifax websites that my credit rating was adversely affected as the account was shown as being in default for an outstanding payment of £58 since March 2012. This came as a complete shock to me, as far as I was concerned the account had been cancelled on 08/06/2011 and all dues settled. On 18/03/2015, I contacted online Customer Support Line to address the matter. The person I communicated with simply told me that the account was in default for £58.54, and that it had been “cancelled on 26/09/2011 by collection agency due to non-payment.” and my details had been passed over to a debt collection agency. He gave me their contact number. I was told that although there was a record of my call to report the lost device, there was no entry of any instruction to cancel/close down the account. He also told me that cancellation requests needed to be sent in writing – something I was not advised of at the time when I gave a verbal instruction to cancel the contract when I spoke to Vodafone. (In any case, I would expect that a verbal instruction should suffice given the security questions that are asked at the beginning of every call to validate caller details and establish caller identity). Letters had been sent out to my address regarding the payments that were in default, but I have never received any such letters to date. I can also confirm that I never received any communication (mobile, e-mail or post) from anyone from Vodafone or the collection agency regarding this. I phoned the debt collectors on 18/03/2015 and provided all my details, including the account number, address, and date of birth etc. and a summary of the issue. They were unable to track down any records relating to my problem/account on their system and confirmed they had no record of a referral for debt collection purposes. They advised me to get back in touch with Vodafone to recheck the details. I contacted Vodafone Customer Services again on 19/03/2015 and spoke to another person, who again told me that the account was in default for £58.54, and that I needed to make the payment, while trying to circumvent the issue of the lack of communication from Vodafone and the resulting damages to my credit and finances. After a long discussion lasting for over 40 minutes (during which time I was put on hold repeatedly) she provided me with an e-mail address ([email protected]) to contact Vodafone's Quality Assurance Department. I sent out the email with all the details above, but after nearly 3 weeks had not received any response. So I followed up with yet another call to Vodafone, only to be told by the person that no such email address existed. As advised, on 22/04/2015, I sent out a letter to Vodafone House, The Connection, Newbury, Berkshire RG14 2FN. This time, I received a phone call from one of the Customer Relations team (28/04/2015), assuring me that they would erase the error on my file and notify the credit agencies about the error (as I had requested in my email and letters to them). He also gave me a timeframe of 14 days, and said he would be in touch with updates. I never received a call update. A further attempt at contacting Customer Relations was stonewalled by the person on the chat line saying that there is no contact number to reach Customer Relations. I requested that a message be passed on to the CR person to call me back, but I have still not heard anything. On reviewing my statements, despite me cancelling my account in 2011 Vodafone continued to deduct payments from my account on a monthly basis until November 2011 (£20 in August, £40 in September, £61 in October and £58 in November.) Review of the terms and conditions of the “pay monthly” contract arrangements, it states as follows: “6. Losing your mobile equipment: If your SIM or mobile equipment is lost or stolen, you must tell us as soon as possible so we can stop someone else using it. You're responsible for all charges up until the time you report it missing to us. You must also continue to pay all the plan charges for the minimum period.” Based on this, I was liable to pay line rental and data charges only up to 8th June 2011, and plan charges of £20 up to July 2011 (30 day contract, 1 month notice period). These payments have been made. The other charges of £20+£40+£61+£58 (=£179) mentioned earlier have been applied incorrectly and should be refunded. I am really at a loss as to where to go from here as Vodafone is obviously ignoring me and not making any effort to resolve the issue. From what I have read online, I realise I am not alone in this. I am preparing letters to send out to the Financial Ombudsman and ICO offices, but I would really appreciate any advice I can get if there is any other option I can pursue to get the matter rectified and errors taken off my credit profile.

I had requested porting on mon 29th June 2015 and was told it would be done on Tues 30th. On Wed 1st July my o2 sim went dead, and the vodafone temp number stopped working but I could make calls which showed my ported number but could do nothing else. I have spent 3-5 hours a day since trying to sort this out. I have been told so many things are the issue and each time being told it will he solved and been escalated within 24 to 48 hours. I have been told the files weren't transferred from o2 properly, affecting a lot of customers and would need to be extracted individually, that the porting request wasn't done, that it was cancelled, that the account isn't set up properly. I am a surgeon and patients have not been able to contact me. I have been passed from pillar to post and each time with false promises. Agents have been promising to call me back. I sent a complaint email and rather than dealing with it was told to speak to live chat which I have done so many times. I am exhausted with the whole process now.

Hi, My contract ended a few months ago and I rang to cancel my account. Unfortunately the rep on the phone insisted it hadn't and wouldn't under no circumstances cancel my account. I had an 18 month contract and he insisted it was 24. I got rather angry at the rep and I'm at a loss what to do. One strange thing about my account, from day 1 I had debt collectors ringing me pretty much as soon as I got my phone for someone I had never heard of. My Sure Signal was registered to this same person using their postcode, even though I've never had or used Sure Signal. Vodafone themselves have referred to this mysterious person before as well. I can only assume I was given a recycled number and not all of the previous owners details removed. Maybe that's why they wouldn't cancel? Like I say I'm stumped, and a bit angry as I'm now being charged outside my contract even though I cancelled.

Been having problems with Vodafone all year - they just get worse and worse! I called in Feb to report poor network coverage. They assured me it was just 4G upgrades and would be over soon. They promised that once the maintenance was finished they would refund my monthly tariff, back dated to when the problems started. In March, I was still having problems (ironically even the call to complain failed from my mobile as I had no signal!). Same story but conveniently they had no record of my previous call and compensation promise. However they offered £15 goodwill and a months tariff. Pretty poor considering I had only been able to communicate via imessage / whatsapp (anything using wireless but not Vodafone's line!) 90% of the time since December. In May I had had enough and with my contract up in June I called to discuss leaving. The representative I spoke to gave me my PAC code and explained that it's activation would be the start of a 30 day notice period. We agreed this would work fine as my contract was up on 6th June. I passed this code to my new supplier on 9th May and they activated it on 12th May. An subsequent online chat with another rep after this was the most dreadful customer service experience of my life! He was rude, sarcastic and unhelpful. I had got in touch again as my credits had not been activated. He agreed to arrange these then he also then told me I would have early termination fees added to my final bill! After 2 hours (!) online chat, he and a superior assured me that this would be waived due to the advice their other colleague had given me. So, obviously, on Sunday I received a bill including termination fees. A phonecall got me nowhere. The rep (again conveniently) could not see the online chat transcript promising to waive the fees. So I got back on online chat and the rep checked the transcript and again arranged to waive these and resubmit my bill. I am yet to receive the recalculated bill and struggle to believe that it really will be changed. Pretty sure they will take the money then I'll have the mother of all fights trying to get it refunded. More time, more stress. I don't think I can put into words how shocked I am that such a company has such terrible procedures and gaps in communication between departments. Never, ever again will I go back. Vodafone has a long way to go in terms of customer service (bordering on aggressive in some situations) and also coverage for their customers. They really do not care!

Yet again, Vodafone are in the press... *Got it sorted, now working on my main machine at home.

Ladies & Gents!!! Vodafone are in the crapper again...

Has anybody had issues with this lot! They don't seem to know what they are doing ! They don't answer letters and when they do their responses make no sense ! If you write back they just ignore you. [edit] Red

Hi All, First post on the forum, but have read many other similar threads now that I have done some searching on the internet - wish we had done so before switching to Vodafone. Brief summary: Vodafone seem to have messed up porting a number and while it can call and text the SIM can't get any mobile data at all. It's been like this for 6 weeks and Vodafone don't seem to be able/willing to do anything about it. Meanwhile they're still taking our money. I've complained in store (more than once waited in the store while staff are on hold to someone else for so long that the store closes and I get kicked out!), I've spoken to them on the phone, and have spent hours on the webchat system, I've even made a complaint directly to the CEO. Every time I complain I'm told just to wait 24/48/72 hours and the mistake will be corrected. It never is. From what I can gather only a handful of people in Vodafone can actually interact with the porting system and they are never customer facing and difficult for even executive level complaints to get in touch with. I'm on here to see if anyone can give advice about what to try next? It seems like options might be: Complain to ombusdsman services - unfortunately they won't take the case on until 8 weeks have passed, so have to wait a little longer before approaching them. Try to tackle Vodafone legally as a breach of contract - they're more than happy to collect the direct debits but are not providing the service we agreed to - perhaps there is an appropriate angle here? Something else? Maybe the better informed users of this forum have good suggestions? Looking forward to getting peoples thoughts - help! Thanks for reading Owen

Lee Im doing this for a colleague of mine, I know due to DPA, you cant discuss it with me, however he will fill out the webform and we will update this thread as appropriate. Here is his gripe; This is the second person I work with who has issues with their Vodafone Account. They only have the account number and not the Vodafone Number Listed with the account due to the issues theyve had. I know Vodafone are trying to Migrate their old system from Crystal to Siebel and that you do currently have problems when trying to set these up as they should be, but I thought this would have been sorted by now at least. Any help you can give would be appreciated and Ill update the thread when I hear back from him.

Hi All, First post on the forum, I am having a problem with Vodafone since porting my number across. Like many others by the seems of it I have no mobile data. I can call and text but no data. I have spoken to Vodafone customer services numerous time on this issue and the call has allegedly been escalated to the network team. This call has been with this team for about 10 days and I cannot get an answer as to what is happening. So far I have been through the internet settings with every customer service person on every call. I have had the texts sent to me to do the Telco equivalent of have you tried turning it off an on again. They have blamed the SIM card and have had a new SIM sent. Another half a day without a phone at all while switch took place. Then I was told the call has been escalated to the network team and I will get a txt in a couple of days to let me know what is happening. This was about 10 days ago and nothing has happened since. I have spoken to customers services again today and there is still no update and I was told there is no SLA to fix this issue and to wait a few more days. I did not realise how much I rely on the mobile data for little things when out and about. I am now very frustrated as I have a smart phone which I can't use as such when away from wifi. I cannot wait 6 weeks or more like other users who have posted here and I am still paying for a service I am not getting. To rub salt into the wound I get a text from Vodafone stating you have unlimited uk data for 2 more months. So enjoy watching movies or listening to music. Would have been nice to use some of it. What sort of action can I take with Vodafone? e.g. Do I have grounds to terminate the contract and return the phone as they are not supplying the service I have signed up for. Any advise or possible routes other that customer service to get the issue solved. Thanks Matthew

Hi can anyone give me any advice please. I have been into store & spoken to a vodafone phone rep today without success. I have an iPhone 5, I'm in a 24 month contract, and the battery doesn't last more than a few hours without charging again. I have diagnosed it through the apple website & the battery is faulty. The contract has 3 months left to run, and under statutory law, I would understand that with regard to durability I should expect the phone to last as long as the contract and its now not fit for purpose. Vodafone will send it away to apple - but it might cost me £204 - I will have paid £40 a month for 24 months - and now I need to pay more. They deny that I bought the phone from them - I only bought a contract - apparently I bought the phone from apple. This is bonkers. I don't normally take issue with stuff but surely a phone that is on a 24 moth contract should last 24 months?? Not according to vodafone! Help!

Damn... Shows how bad there service is getting...

Hi Guys, I have recently applied for the mortgage and has been told there is default in my credit report. I checked my credit and found there is £54 default from Vodafone Gemini, which really shocked me. As i have been use vodafone for almost 15 years until now, as loyalty customer I paid my bills by direct debt, totally no idea how this default came from. Then i have contacted with Vodafone live chat couple of times since 10/03/2015. Every time I contacted them they said they had made request for me to investigate it and told me it will be removed soon. However, until now nothing changed and no one help to solve it! live chat customer service just waste my time, they let me wait for 14 working days and when i contacted them again they asked me wait another 14 working days:mad2: And I really wanna to make complaint about this, the default seems mistake made by Vodafone. How come I continue use the Vodafone until now and never been informed i have default in my account, and when i contact them no one actually come out to help to investigate. Even i post my problem on the Vodafone eforum as well, no one reply me!!! Really need someone give advice to remove this wrong default from my credit report. Thanks.

I have a 24 month business contract with Vodafone, on which I pay for 8 numbers. I have been a loyal Vodafone customer for 10+ years. This week one of the business handsets (iPhone 5s) starting playing up and blue screening. Having checked this online, I found it is a known problem with iPhones. The phone will now not turn back on. This is a business phone/ number and we use this number to give to clients as a main point of contact. I am 12 months into the 24 month contract, and 16 days past the warranty period for the handset. I did some research online and found that under the Supply of Goods and Services Act I have statutory rights to demand that Vodafone provide handsets that are 'fit for purpose'. I would expect that for a 24 month contract, in which I am paying monthly not only for the calls/ text etc but for the handset itself, that the phone would last the duration of this time. Digging a little deeper I found that the EU consumer directive states that 'A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period.' Crucially a key point in the directive is that it doesn't require the buyer to show the fault is inherent in the product and not down to their actions. Furthermore, Citizens Advice state that if you are unable to use your service while your equipment is broken, the service provider may have broken their agreement because they are not providing you with the service you are paying for. Armed with this information I called Vodafone customer support today only to be told that none of the above applied to Vodafone when an Apple product is concerned (?!) Had I bought another phone (say a Sony or Samsung) then Vodafone would happily extend the warranty but as I had an Apple product that was older than 12 months there is nothing that they can do! I asked the agent to confirm that Vodafone don't uphold the EU directive nor the Supply of Goods and Services Act and the agent confirmed that this was the case! I advised that I would be emailing the CEO, Jeroen Hoencamp, to ask him his take on this. I also plan on contacting Trading Standards and the Alternative Dispute Resolution service provided by Ombudsman Services Communications. Meanwhile, I am without one handset which is not only crucial to the daily functioning of my business but in addition to this I am being told I must continue to pay for a service for another year that without a handset cannot be used! I intend to pursue this to the last degree as I cannot see how Vodafone can ignore these rules! I entered a contract with Vodafone and in my eyes, and the law it would seem, they have breached their end of the agreement. I wondered if anyone else has come across this and what steps they took?

Lee... I write this now because I'm really annoyed with Vodafone. This Monday coming, I WILL be travelling to Newbury HQ as I am extremely annoyed with Vodafone's treatment towards myself Can I please have the name of a Customer Relations Manager that I can quote and sit down and discuss this situation with? I'm not sending a Web ticket neither will I email your CEO. I want to deal with this face to face.

Hi, I'd appreciate advice from others who have had similar experiences with Vodafone, and am also hoping Lee the Vodafone Rep may be able to intervene and/or offer advice. I opened a Vodafone account in June 2011. My calls and text usage was always well below the plan I was paying for. In August 2012 I received a sales call out of the blue offering me a new phone. I was under the impression I was agreeing to an upgrade, and agreed to increase my DD by £10 per month for a Smart phone to replace my Blackberry. They sent me the new phone and it transpired I had been sold a whole new contract for a second phone, line rental, the lot, which I did not need. When I queried it and asked why I had been approached when clearly I didn't need a second phone, I was told it was a special offer which I could use for a member of the family. I had a young relative just starting college so I offered the new phone to him. It seemed worth it for £10 per month. However, he ran up the bill well over the monthly limit and he didn't reimburse me with the money. I came to an agreement with Vodafone to pay the bill of £120 in instalments. I went on holiday for a week and whilst still abroad my own phone was disconnected. The bill on my own phone was fully paid up to date but my phone was disconnected because the payment on the second phone was late. And so began a catalogue of bullying and punitive behaviour by Vodafone who flatly refused to see reason or to negotiate a reasonable agreement. I had no written contract and had never been told that the two contracts were linked, ie, that if one was unpaid they would disconnect the other. On my own phone the only service I was getting was incoming texts and incoming calls but I was still receiving bills for the entire package, ie, line rental, minutes, texts and data usage. I protested this because I was not getting the services they were charging me for. Again the (previously unwritten) contract was quoted which Vodafone interpreted in their favour, but to me clearly stated that I should be paying for the package of services received. As I wasn't receiving the package of services then I refused to pay the full amount. I offered to pay a reduced amount for the service I was receiving, ie, incoming calls and texts but this was refused. After this "stand-off" for a couple of months I offered to repay in full the debt on the second phone but would not pay for the services not received on the first phone. The services on the first phone were then disconnected entirely, not at my request, Vodafone took the decision themselves, then they sent me the bill for the remainder of the contract which was another 6 months. They were trying to extort (for extortion is what it is) over £600 out of me for a debt of £120. I wrote to the MD and the CEO, neither of whom responded. I eventually reached someone in the Directors office who refused to reach an agreement to settle this issue and restore my account. This all happened in January-March 2013 and 2 years later I am still suffering losses because Vodafone posted a default notice on my credit record. I am unable to obtain a mortgage so have to continue paying rent. I have been unable to re-mortgage my buy-to-let property, thereby paying more interest than I need to. I cannot obtain a credit card; I am having to pay more for a car leasing agreement because of the credit record. It just goes on and on. To me this is a total abuse of power on Vodafone's part. Instead of trying to reach an agreement with me they have literally punished me for not giving in to their unreasonable demands. In my view they breached my contract with them. I have spoken to the Credit Reference Agency, Credit Call, who've advised me to write to the Ombudsman, which I'm in the process of doing. However, even if I were to pay the amount Vodafone are attempting to extort from me, it would be noted as "settled" on my Credit record and would still affect my credit rating for 6 years. Furthermore, I'm told by Credit Call that Vodafone will be fined £400 for every complaint that goes to the Ombudsman so I really don't understand why they can't just take a commercial decision and reach an agreement to settle with me, in return for removing the default notice altogether. It's a ridiculous situation, totally out of proportion to the "offence". Six years is a longer sentence than someone would receive for assaulting someone! I'm just waiting for the letter of deadlock so I can write to the Ombudsman but if there's anything else I could be doing, please advise. Many thanks Denfar

I am at loggerheads with Vodafone. They have been overcharging me for many months of my contract, done the whole complaints roundabout thing many times, the problem is never fixed. For the last few months I just gave up paid the overcharge and then this month I have been fighting for that money to be paid back. I have refused to pay for my bill (I have actually already paid them enough in overcharges), all I have wanted was them to sort out my bill. Having had several promises to sort it out, couple of weeks later nothing. The thing has really annoyed be is the amount of empty promises from customer advisers, like promising to email but appearing to be unable for them to or they fact I keep requesting (dozens of times explicitly) my complaint get passed to customer relations yet never doing it. Over the course of my account I must have had to complain over 50 times for 2 issues (The start of my contact was blighted by the trouble porting my number). It appear the complaints dept. have figure to make when "solving" problems. They can't offer me a solution but have put me in a complaint limbo. So at the moment they are still charging me line rental for which I am getting no service, I requested they put my account in suspension whilst this is sorted but I was told that all they could do was carrying on billing me. What rights do I have when it comes from termination of contract? They have not been giving the service I paid for and over charging. I refuse to have to over pay to maintain my service. Or any right to suspend my accounts charges until this problem is fixed? If they had sort the issue straight away it would have been easier, but now I have the fact I am being charged because they can't sort out a complaint.

[ATTACH]56320[/ATTACH] Response received today to my second complaint regarding unlawful data processing. First complaint completely ignored! Vodaphone must like court claims

Hi, I decided to get control of my finances and found many issues, this one is with Vodafone, my bill has become very high I rang and asked for a breakdown to find that my phone(ok) my 13 year old phone (ok) and sim for ipad (ok) but also £48.50 PCM for another phone, which they told me I had signed a new contract on 21/12/13 for unlimited text, calls and data. I checked and checked but I didn't know anything, and kept ringing back and being told I had signed, finally I asked for the number and what usage it had, after having never been used, they looked deeper and the customer services man on the phone finally and casually says "hold on, no you're right it was never sent out a nd yes it's a glitch at our end" I demanded all the monies be refunded immediately as I was overdrawn, he actually said "you can only get refunded up to 6 months as you have left it so late" this was 8/11/14, I demanded to speak to a manager he did everything to stop this telling me he could deal with it eventually after being put on hold for an hour he put me through to upgrades!!! A lot more has gone on and I have a case number etc. I have been to stores and rang too many times to mention, the manager tried ringing on 12,11,14 at 8am and 10am, I returned the call but was told she would keep trying I have never managed to speak to a manager. My question is I have now passed this on to the ombudsman, do I need to do anything else and should I seek anything else other than my own money back? they are still taking the money out i.e. 01/01/15 £48.50 for this phone I have never had. Kind regards

Hi, my sister has received a bill from vodaphone for £471. Payment is due on Xmas Eve. This is for data useage on an IPAD. She is concerned as the bill covers when the ipad was at home on wifi, not cellular. And there are irregularities with the bill. Also there was a failure on Vodafones part to text prior to Data usage going over, even though there is a commitment to do this online. I've searched online and in the vodafone forums vodafon states problems with the texting service. The Ipad is used by my 7 year old autistic nephew everything is password protected, he cannot get anything without his mum. It is for autistic friendly training. She contacted Vodaphone, they initially offered 10-15% reduction, concerned my sister wanted it excalated. Because she has complained they have told her this offer is resinded. Customer service is not good. Apple have checked the device and it is sound. When my sister got this contract she was told it had a 5gig bar. As a carer for her two disabled children she lives on disability benefits. No way could she at any time afford a contract with such penalties. It now appears she may have been mis sold the wrong contract. Can the Vodaphone rep please comment? Thanks Tiredandangry

Hi I've got a very old and very much slowing down Samsung Galaxy S3 on monthly contract from Vodafone. It lags, it freezes (sometimes for ten minutes plus) it doesn't run certain apps that newer phones do and the battery life is now so bad I have to charge it all night and then again on my lunch break to make it last until I get home- and I'm paying £32 a month for the privilege. Most days I have to stop myself from throwing it across the room. All of this I could just about deal with until last week when it refused to connect to the internet, no data and no wireless. At all. So it is near useless. I got the phone in December 2012 so it is just over 2 years old and as I switched the contract from my Dad's name into my name some way into 2013, Vodafone helpfully extended the contract by an extra 6 months (I don't know why!) I have tried speaking to Vodafone but all they can tell me is that I will have to wait for an upgrade if I am unhappy with the device in general and, as for the internet, I can send it for repair but the most likely solution will apparently be a factory reset. About the only positive thing about my two year old Samsung is all of the contacts, photos, videos and texts I have stored on it. So two questions for you forum visitors out there - Number 1 - does anyone know how to get a crappy old Samsung to decide to start accepting the internet again? Number 2 - any tips on how to get Vodafone to co-operate and give me a new phone that is actually fit for purpose as I've already owned this one over two years!!? Any suggestions/help would be really appreciated. Many thanks, Rachel

vodafone has opened a credit arrangement on my credit score. i am up to date with all payments however the creeit arrangement is preventing my fiance and i from getting a mortgage. vodafone said they would not open the arrangement providing the outstanding balance was paid. I have had no luck with contacting vodafone and have been given the run around! Upon closing my account with vodafone they asked for a payment and said that if I did not pay by a certain time then it would be a default payment. All payments are up to date and the credit report doesn't reflect this. I'm still waiting for a reponse from vodafone and frankly, I am disappointed with the service I have received, having been told by a letter and over the phone that this would not happen! Something needs to happen immediately as I am applying for a mortgage. Can anyone help with this?

Hello CAG! You know, there are times when we all have to deal with 'not so good' customer service but in the end matters end up being resolved with some persistence. However with Vodafone customer support I've never felt soo helpless. I have followed their process to the letter, and thus so far it has got me nowhere. I need a Vodafone rep to action on this and get it sorted. Background: June 2012 - I sign up to Vodafone as a new customer, 24 month contract (Iphone 4). June 2014 - Contract ends, I do not change anything. October 2014 - I decide to DOWNGRADE to a sim 30 day contract plan (£11.ono) as this suits my needs and I don't want to upgrade. My plan is changed as requested, no long term contract. - See Attachment #1 [ATTACH=CONFIG]55754[/ATTACH] Everything WAS GOOD - until... Mid January 2015 a fraudulent upgrade order is placed on my account. I have a 'full-fat' version of my issue in a thread with attachments over at the Vodafone eForum... which sadly has got me NOWHERE. ## I'll need to PM the rep the forum link as I can't post the link on here ## Monday 12th Jan 2015 Text message received on my mobile thanking me for the upgrade. What upgrade? I try to login into the online portal to make sure all is well. I can't login, I'm able to reset my account, seems someone changed the username (email address), added an extra character. Price plan still shows 1mth Sim only, £11.50 ... so I think nothing of it, perhaps a glitch. Wednesday 14th Jan 2015 - 10pm DPD email received confirming that my Vodafone package is to sent out tomorrow. What the hell? - even worse... it has my name on the package and an address based in Birmingham... I do NOT have any connection with that address, nor do I live in Birmingham! I try logging into the online portal, once again my username has been changed. I managed to get access back, and now my bill has bumped up to £48.50!!... from what I can see it's a two year contract on an iphone 6! What the fraudster didn't know, was that I received the DPD delivery email, therefore I was able to change the delivery day to one FULL week later so that he/she would not get it tomorrow. Once delivery had been changed, I spoke to Vodafone web support, called lost/stolen dept on the phone and even filled in a online 'Fraud Claim' form on their site to cover all bases! Thursday 15th Jan 2015 - 8.30am Call the Vodafone Lost/Stolen dept for an update, they confirm DPD has got the package and is returning it back to Vodaphone... SUCCESS! - See Attachment #2 They also mentioned the fraudulent order was placed via the web portal. Finally I am told the non-contact Fraud team will need 7-10 days to investigate before my account is returned back to normal. [ATTACH=CONFIG]55755[/ATTACH] Thursday 15th January 2015 - 7:00pm I receive an automated email from Vodafone in the evening confirming my new 'fraudulent' plan - I know at this point I need to wait 7-10 days for the fraud team to do their thing and put everything back to normal. I can no longer login to my online account as it was confirmed by customer services online access has been deleted for security purposes. I agree with this move, though it means for the time being I have no easy way of checking my tarrif/bill. Email Confirmation of new fraudulent plan - See Attachment 3. [ATTACH=CONFIG]55753[/ATTACH] Sunday 18th January 2015 I call Vodafone support to catch up on 'RETURN' status of the package from DPD. Note that from the moment "return to consignor" was requested the DPD tracking page no longer updates (I guess it has a new consignment number). It's apparently on it's way through returns so I'm told. The billing team confirm my account is still set to bill £48.50 on the new plan(contract), and that it can't be changed until the Fraud team are done investigating. As a precaution the advisor did tell me to cancel my direct debit which I have done. The fraudsters try to trick me into releasing my account details (since they no longer have web access to my account). They send me this bogus email, hoping I'd click on the link and submit my information. They sent it twice an hour later, I guess they are pretty pi$$ed they didn't get their iphone6: - See Attachment 4 [ATTACH=CONFIG]55752[/ATTACH] Wednesday 21st January 2015 - 11:30am I use the Vodafone support chat to find out more about what is going on. The agent confirms the handset has arrived back at the warehouse. My account is still set to the new contract (£48.50)....! I've also reached the point at which I want to leave Vodafone once this mess has been fixed. See Attachment 5: [ATTACH=CONFIG]55751[/ATTACH] Sunday 25th January 2014 - 4:44pm Vodafone Forum Staff send me a special form link to escalate my issue ... a.k.a golden ticket. A WRT Reference is supplied: #9227428 I am then given the following response: Thanks for your email here. I understand that you wish to cancel the upgrade which has been done on your account without your consent. I can see that a fraud case is already raised on your account and the team is investigating on this matter. As the dedicated team is checking on this we can't comment on this issue at this point of time. As soon as the investigation is complete the team will let you know. Any corrective measures, (if required) will be taken by the team and your account will be made up to date. It may take up to 4 - 5 more working days for the team to complete the investigation. You can get back to us after this timeframe for any update if you don't get any update by this time. Your patience and cooperation in this matter will be appreciated. Kind regards, ###### Customer Service Agent (eForum) Wrapping it up 5 days on since that last update, did I get a call or any correspondence from the Vodafone team? .... No. Has my plan reverted back to what it was (sim 30day) .... No. Do they have their phone back? ... Yes. Vodafone, you can't deny I have tried everything to make sure this matter is resolved and that I am not billed incorrectly. Were the phone truly stolen (delivered to fraudster) I could understand the need for a longer investigation, but the handset is back with you yet my account is still set on a 2 year contract for £48.50 p/m. Vodafone reps, I need help with the following please: Some form of direct communication with you. I'm done with talking to web chat support, general telephone support, and eForum - I keep going around in circles. A REAL update from the fraud team. I know customers cannot contact them directly, but internal staff can - I don't want to hear another generic "they need x days" statement... they have the handset! Revert my account to what it was, sim 30 day, and provide me with a PAC code - I'm moving on, a PAC code once activated should properly terminate my account. Thanks for reading! Dal

I have recently been very unwell and in hospital and was unable to cancel my upgraded Vodafone contract within the specified 14 days of renewal on the 12 January, 2015. I phoned Vodafone today to explain the situation and was shocked to find out that they have no process to deal with such situations and I am tied into an 18 month contract, despite the fact that I am unwell, can no longer work and quite frankly am unable to pay the tariff I am locked into. I asked for them to reduce the tariff and the only reply I could get was 'You are outside the 14 days of terms and conditions'. I asked if they had an appeal process by which I could explain my situation and support this with medical evidence. The reply was' You are outside the 14 days of terms and conditions'. I explained that I had not set up or even put the sim card into the new iphone5 they had sent me and I was perfectly happy to return the phone as long as they could reduce my tariff. The answer I got was 'You are outside the 14 days of terms and conditions' I asked to speak to a manager to discuss this - the answer I got was 'No mangers do not discuss these issues - you are outside the 14 days of terms and conditions. This is outrageous with a company as large as Vodafone that they have no system or support or flexibly for extenuating circumstances such as myself and I am sure other people. I have been advised that Lee the Vodafone rep should be able to advise me on how to move forward from the dreadful situation as I am unable to pay the current tariff and quite frankly am stressed enough with illness without this extra, totally unreasonable response and behaviour from Vodafone. I am currently working with Stepchange Debt Management Charity, so will ask if they have any advise on how to move forward. Please can you advise?

My partner bought a handset privately and it worked fine for a month. Then it wouldn't make or receive calls. It turns out it's been blacklisted on UK networks. We've run a report and also reported it to the police. It turns out that it's not stolen, nor is it the subject of an insurance claim. I'm assuming then that the previous owner is in default with their contract and hence it's been blocked by whichever network they're in default with. My question is is there any way to get the block lifted? Anyone had experience of this before?