Lee... I hope you read this... It got very ugly this evening. Long story short... Since returning to Vodafone I have been a loyal customer. I pay a lot of money every month to your company and now its taking the literal ****... Back in December time, i opted in to take insurance for my beloved Galaxy Note II from Vodafone.... Supplied By Vodafone (Please make sure you pay attention to the Supplied By Vodafone) I decided to trade it in for the marvellous HTC One when it was released in March this year... and I went straight into the Vodafone store and put it on my insurance... Which the handset was supplied by Carphone Warehouse... (This was supplied in Crawley and is a 3rd party handset) They insured and updated it no questions asked and it was covered. and that had been my main handset for 6 months... Wait for it though it gets better... At no point through the time it was on the insurance did I make a claim for it (And thank goodness i didnt, because this would have been the end for me and Vodafone) Yet yesterday i get my hands on a Galaxy Note III, Supplied by Phones4u and today i went to register and replace the HTC One while im in London Victoria Station... "Sorry Sir, its not coverable under the policy and it has been this way for a long time"... (Store Manager) "Er Sorry? Your saying 3rd party handsets not supplied by Vodafone are not covered?" (Me) "Yep... Sorry!" (Store Manager) So i make a few calls to Customer Services and to the Underwriters directly. The underwriters confirm that the policy shouldn't cover the phone and has been misplaced on the account and should have been terminated when I got the HTC One. They referred me to you and your overseas call centre seem to have very selective hearing... Somewhat so the second call after being transferred from ACE Europe / Lifestyle went along the lines of "I hear you are looking to add insurance" I blew my rag at him and asked to speak to someone from Newbury and his response "Sorry, I don't know what you mean" Seriously Vodafone.... How do you train your staff with Basic company knowledge?!?!?! The last call before i gave up was to a lady that went (No word of a lie) after i had explained in Clear, Precise, Calm English exactly what i wanted... "So How Can I Help You?!?!?" I eventually gave up trying to register a complaint because she had no clue looking over your system and quite frankly after tieing myself in for another 2 years, I really wish i had gone elsewhere and terminated my services... The point here is I've been mis-sold the insurance supplied by Vodafone PLC and its subsidiaries and i want ALL my premiums i have paid back for a service that is useless... I have checked your Terms & Conditions for the insurance and Ace Europe confirmed that it doesn't make any mention of that it has to be a Vodafone locked device and the terms which are provided to your customers in store are misleading and provide a sense of false security. Your Customer Service team even admitted this to me. FYI - I've done the whole WRT165 & your reference is; (WRT165 - Complaint - To Be Dealt With By Lee From Web Relations ONLY!!! [#11817422]) Under the FSA Insurance Key Points; - You must treat a customer fairly by the points below; *Point 1: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly *Point 2 : Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale. *Point 3: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect. *Point 4; Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint. My point being with the above; A) This product does not meet my needs as off March this year. It still doesnt now but your staff didnt remove the insurance not today or back in March. B) The Terms are not clear enough to advise it must be a "Vodafone Supplied Device" C) I have been misled by what the product does cover me for if it is not as above. D) If I had made a claim, it would have been invalidated by it not being a device as supplied as above.

I'm hoping you can help me with this issue. Vodafone have posted an outstanding amount of £21 to my credit file from over 2 years ago. The mobile number the bill appertains to is still in service as it was transferred over to my employers and they currently pay the bill. Having just applied for a new mortgage (which was refused due to my credit file as apparently I owe Vodafone £21 !!) this has only just become apparent. I've tried to speak to Vodafone on numerous occasions (dialing 191 from mobile) without success. I want to pay the £21 and get it cleared from my file, but no-body seems to be able to help me. First and foremost they ask to speak to the current account holder (my employers) to go through security which I find odd as it's nothing to do with them ? Trying any which way I can to get this resolved I got my boss to speak to Vodafone on my behalf and they told him that I need to go into The Carphone Warehouse as it was them that I started my phone deal with. I find this hard to believe, as it's Vodafone that have put the £21 unpaid amount onto my account, and therefore it should be them that remove it. Please can you help me in any way with this, I just don't know which way to turn next. Thanks in advance Zoe

Lee, you're my final hope, before I lose my last shred of sanity:| April 2012 I purchased a mobile + a monthly contract directly from vodafone. I purchased the phone as I was told that this gave me 24 months warranty. In August ago the phone stopped charging. I contacted vodafone and was told I needed to take it to a store. I'm disabled, so it took me a while to be well enough. I took the phone into vodafone Lowestoft (lovely staff) on Tues 17th Sept. As I'd spotted on the internet that vodafone seem to wriggle out of repairing phones, I asked the staff at the Lowestoft store to check for damage while I was there. "No" they said "No damage. It's immaculate." I received an email yesterday from vodafone repair centre advising me that if I wished the phone repaired, I needed to pay £150. On speaking to them today, they said that as it has 'physical damage', they can't repair it without the £150. This 'physical damage' has obviously appeared from nowhere. So Lee, not only am I paying a monthly fee for a phone I no longer have. Vodafone expects me to pay £150 for repair(which I so do not have), though each department ADMITS that the phone IS in warranty. I'd be so grateful if you could advise me what to do. I simply cannot get through on the usual telephone number. Kind regards Tina

Hello Recently my niece had taken out a mobile phone/monthly contract package with Carphone Warehouse using network provider Vodafone. Just a general mistake, she forgot to ask when the contract would be starting. What i can't understand is. The Carphone Warehouse employee who dealt with the sale did not disclose any information to when the contract would be starting anyway. There is nothing in the Carphone Warehouse printouts/receipts or contract. Neither did she received a email or letter confirming the start date of contract. The only time she was aware the contract had started was when she received a bank statement showing the money had been taken out, and at the same time the transaction forcing her account to become overdrawn. She has been back to the Carphone Warehouse shop where she purchased the mobile phone/monthly contract, only to be told by employees the fault lies with Vodafone. On contacting Vodafone she is told that the fault lies with Carphone Warehouse Shes has also been into the bank to try and sort her account being overdrawn. She has explained her dilemma to the bank. But they are continuing to charge her for being overdrawn. Can someone please advise to whom the fault lies with. Carphone Warehouse or Voderfone? Whats the next step to stop Natwest charging and refunding her for the charges? Thanks in advance for your help. Daniel.

2008 - Take out a mobile broadband contract March 2013 - Write to Vodafone UK to cancel contract April 2013 - Cancel Direct Debit August - Receive communication from Frederickson International on behalf of Vodafone that there was an outstanding amount of my account. August 14th - Contact Vodafone to be told my account was cancelled and Vodafone have no record of my request. I pay the outstanding amount and believe all to be ok. Sept 13th - Informed my credit file has been affected by 3 missed payments recorded against it by Vodafone. Sept 13th - Speak to Vodafone customer service who apologies and confirm that it will be removed in 48 hours. Sept 20th - Contact Vodafone customer service as missed payments still showing on credit file. Assured that this will be carried out in 14 days, express my disappointment and advisor goes away to confirm that it will be done instead within 7 days and to check daily and contact again in 7 days if still on. Sept 27th - Missed payments still remain contact Vodafone via forum and online form expressing concern and disappointment. Sept 28th - Receive communication from Customer Relations Team asking me to contact them on 08700740233. When calling I speak to advisor who explains that the 'missed payments' won't be removed and that no one should have advised me otherwise. The effect that this is currently having on me is significant. The mortgage offer that has been withdrawn as a result of the above was issued in relation to a property I am currently in the process of purchasing as my new home in November. As a new build property we had to exchange contracts in advance and therefore I have already paid £7,000 plus various fees in excess of £1,000 on the basis that I had a mortgage offer. Unless these late payments are removed from my credit file as a matter of urgency I will not be able to complete the contract in November and therefore I will lose the £7,000+ that I have already paid. I don't know what to do. I have asked the 'advisor' if Vodafone can guarantee that they have a process in place to prevent any external mail from going missing. They are unable to do this. Help!!!!! Jonathan

As a loyal VF customer I have been very upset to find that the insurance I have on my phone is not appropriate to the job. I have 3 phones and 1 ipad on a business contract and have always asked for insurance on my handsets. When one of the handsets broke recently VF told us it was not insured at all. Havinf checked my online info it confirms this and because we cannot prove that when the handset was taken out we asked for insurance then we can do nothing but continue to pay over £40 per month for a phone we cannot use for another 15 months! Also my I phone has a broken speaker so I cannot use it, I checked the insurance and was relieved to find it was covered. I rang up VF to be told that as it was outside warranty it would have to be a claim so I duly went through the processs and rang VF who asked me what had happened, I said that the speaker had stopped working when asked how it had happened I said it just stopped. The person from VF said that it was a warranty issue and because it was out of warranty and it was not actually damaged then it was not covered by insurance and I would have to pay £150 to have the phone repaired! This seems completely ridiculous and I am now stuck in 2 contracts with phones I cannot use at the cost of my business. Surely there is a solution to this.

Hi All,I am new to the forum and have just signed up as i have seen many threads on default payments being removed. My girlfriend and i have recently applied for a mortgage and was declined due to default payments against her name from vodafone. She had a contract with them in 2010. It was a 24 month contract and throughout the whole contract period she experienced problems with vodafone charging her too much or even taking two payments out in a month. with approximately 3 months left she decided she wanted to leave vodafone and would ring up to pay off the remaining balance of her contract so she could be released from it. When she rang she explained why she wanted to leave and said she just wanted to pay the otustanding balance of the contract so that she could be released and take out another phone contract with another company. She was then told that the payments could not be taken in advance. It was then agreed between herself and the vodafone advisor that vodafone would not take any more payments from her account and would bill her at the end of the contract term with the final bill amount. she believed vodafone wouldnt take any more payments she cancelled the direct debit going out. When the final payment was due, vodafone did not contact her with any method to pay the final bill, which was a couple of months worth of bills. The first sort of contact which was received was a final warning notice to pay within two weeks of the letter being sent, the letter was received three weeks after it was dated. Therefore her debt was issued to a debt collectors service. She then proceeded to ring vodafone stating how they had not gave her sufficient time to make the payment to them, to which they agreed and recalled the debt from the debt collectors. she then paid the oputstanding balance and thought that was the end of it, one big misunderstanding. We have recently applied for a mortgage and when her credit was checked it was shown to have 3 months worth of default payments to vodafone. therefore we were declined. I was wondering if there was any way in which these could be removed, as it was not her fault that vodafone tried to take the payments when they agreed to pay the full outstanding balance at the end of the contract term. Bearing in mind that between when this was agreed and the end of the contract term, vodafone cut the contract and the sim card could no longer be used. Any help with this would be greatly appreciated as this is stopping us moving forward and getting our first house together! CheersJack

I have tried calling to complain, chatting and in last, writing to highlight some issues which i have faced but no one some seems to care at all. Still waiting for someone to reply to my letter which was sent 2 weeks ago but to no avail.....asked a simple question several time to give me details of Head of Customer Services but either there is no such Post at Vodafone or No one wants to Share the details so i can complain to him her directly.

My original phone contract was £30.00 a month with 1 gig per month internet. On the 14.11.2012 at 11.30 pm A salesman from vodaphone contacted my daughter on her mobile ( I have the contract) and said he had noticed she had large bills from her internet use and that he could solve this for her. He said that for £10.00 a month more she could have unlimited internet along with her unlimited calls and this would save her (me) a fortune, plus she could have an upgraded phone ( she had a Blackberry Torch ) for an extra £60.00 she could have a Galaxy s3. My daughter phoned me and told me what the salesman had said so I agreed. The salesman phoned my daughter back and she took the contract and payed the £60.00. 4 months later I had a bill for normal usage plus over £150,00 for internet use. When I called to ask why it was so big I was told that the unlimited internet was only a 3 months offer. Now I am stuck with a contract for 40.00 a month that is exactly the same as my old contract. but with no internet at all. At least with my old contract I had 1 gig of internet. I called vodaphone and they do not want to know. I said that the sales man never told me the unlimited internet was only a 3 months trial and that it was for the duration of the contract . They said they would look at the recorded message of the sale. They told me they have lost the recorded message and as such they can do nothing as they have no proof the sales man did this so the contract stands. What is really annoying is that this same deal is advertised on TV for £30.00 a month and I have to pay £40.00 When I asked why I pay £40.00 for the same package they said there is nothing they can do about it because it is what my daughter agreed with the sales man. I feel ripped off. I told the company I was writing to OFCOM to see if they would move they just said that is your right and hung up. I have been trying to sort this out for months. They say they will call back but never do. Please note that I have no proof of this contract as it was verbal over the phone. No email was sent to me as proof. The only other proof is bank standing orders. All bills are payed and up to date. So far all they have offered is 2 gig extra for one month. I have written to OFCOM and I am seeing my Solicitor and I am also thinking about going to the police to see if I can get the sales man for fraud. I will se what Vodaphone do first. I have 2 contracts with them ( 1 for my daughter and 1 for my granddaughter) and I was going to take out a third for my grandson. But I am sure as hell cancelling all of them if nothing happens. I am on T-Mobile and so is the wife ( they are very old contracts) a nd we were also thinking of changing them to Vodaphone. That will not happen now. All I want is for Vodaphone to put the contract back to my old one and apologize OR I WILL TAKE THEM TO COURT

Sorry to ask a thick question as I am dealing with multiple accounts on multiple threads and my head is spinning a bit. Are mobile phone accounts from years ago (since picked up by Cabot Financial - originally Vodafone) subject to the same rules and regs surrounding SB, CCA etc etc? Thanks.

Hi All. New here, and would appreciate some advice please. But first the situation: A month ago I got a sales call from Voda, my existing phone provider, offering 20% off my bill. Immediately suspicious I asked what the catch was - longer contract for example. I was assured there was no catch. The contract would not be extended. it was due to 4g and customer retention, said the agent, if they looked after their customers they would stay for the new 4g offering. The agent then went on to say I'd get a free iPad. I re-confirmed that I was not going to be charged and I was assured not. I had no need for an iPad but as it was free I accepted. Roll on billing day and my bill has increased 60%. I called Voda and apparently the extra cost is the new line rental, insurance, data sharer package. I have stated that I agreed to none of these things. Voda insists that I agreed to them all. I spoke to a Voda manager today who may be the most arrogant customer service agent I have ever encountered. He said that whilst he hadn't listened to the sales call, I had agreed to all charges and by the way I was now in a new 24 month contract! He then told me that the call was at an end and there would be no more discussion about it. I have reported the matter to the Chief Exec's office, OFCOM and the Ombudsman and have paid for a recording of the sales call. But I am absolutely livid that this has happened. I am no mug ordinarily and am careful what I agree to, but Voda's sales person has lied to me here. I specifically asked about additional charges and extended contracts and was told that neither applied. The only credit I can give is that it was the most slick con job I have ever been subjected to. Anyone else experienced this? If not, be very careful if you are a Voda customer and get a call offering a discount and free iPad as a customer retention exercise. It's not a genuine offer, and the iPad isn't free, it's the opposite of free, and even if you ask directly what is in it for them, you will be misled. I will report back when I have a response from Voda CE office or the Ombudsman, but in the meantime my problem is that I will presumably have to pay Voda the full bill each month until this is sorted out? I don't want to be cut off. Can anyone suggest how to avoid doing so please - I am happy to pay my regular bill obviously.

Hello all, I was wondering if anyone with any knowledge or experience could advise me on a matter of a default notice by Vodafone UK. A bit of background information: Up until March 2011 I was a long standing customer of Vodafone UK having had previous credit agreements personally and through family members. In late 2010 I received a phone call from Vodafone stating that I was 300 pounds over my account limit and that payment would be required immediately. This struck me as very strange because none of my other credit arrangements (bank loans and finance agreements with Dell) had fallen behind. I told the vodafone contact that as this amount was too high to pay now I would need some extra time to gather the funds. Fast forward one month and payment was made. I distinctly remember the operator say that the account was fully paid and up to date. Present day: I checked my credit report recently as I will be looking for a mortgage in the near future and noticed that Vodafone marked this incident as a default. This all seems a little extreme for me given that I explained at the time I could not pay the full amount and that given no changes had been made to my bank account ( I had a Natwest account with a graduate loan attached so it would be impossible to close it) I fail to see how Vodafone didn't take any payments at all for a period of around 4 months according to my credit report. Is there any action or court that would overturn or at least listen to this case? I feel this is extremely harsh to default someone like this basically meaning that my financial life has to be put on hold for another 4 years?! Thanks in advance.

Someone has asked me about the following problem. A virgin mobile number which was being ported to vodafone has some how gone missing. The night before the port they recieved a text from virgin mobile to say the number was on its way over to the new network. 3 weeks and still the number has not been ported over to vodafone. despite several lengthy calls vodafone are saying virgin mobile hasnt ported it over and virgin mobile are saying the number has already gone over. What does one do ? Its a new one for me. The pac code runs out in july.

Can someone please help me? I have a 2 year contract with a htc desire s. My contract ends in February. My phone stopped charging at the start of July. I returned the phone to the nearest Vodafone store. They sent it off for repair. It returned. In store it wouldn't turn on and the advisor told me to take it home and charge it. I did this. It turned on as far as Vodafone symbol. Turned off. It did this every time I tried it. I returned it again. I then collect phone number 3 this one doesn't work either. Turned itself off 4 times in 22 minutes. Rang Vodafone who couldn't care less. Someone was going to ring me within 24 hours they didn't. I rang back. Was told to do another 40 mile round trip to shop. When I asked for guarantee I'd get a working phone. He just repeated take it to shop. I asked for complaints and told that was who I was speaking to. I asked for a letter of deadlock for ombudsman. Was told I had to go to live chat. I have spent over an hour and a half to be offered a new contract and they would only charge me half the cancellation fee as im such a good customer! I refused asked for my letter again and was told a manager would ring me in 72 business hours! I said that 191 had already escalated my complaint. I got another response telling me I have to wait. I am fed up. I asked for copy of complaints procedure and was told he would have hoped id already read it! I told him I had but the reality was very different. I asked to speak to a manager then so I could resolve it. I was told no one is available. I expressed my concern as no one rings back (seems a common problem) an X was told the would. Im not holding my breath. All I want is a working phone and decent customer service.

I have been with Vodafone for quite a number of years now and I have on contract an iphone 5 an ipad and an ipad mini. I even referred all my family members to join Vodafone (hmm hindsight is a wonderful thing isn’t it?). I started a new job back on the 13th May away from home (but only 40 miles away) and from day one my devices were showing 3G coverage but no internet access was actually available and with regards to my phone, I couldn’t make or receive calls either!. I rang Vodafone who advised I went through the normal resetting of the devices etc etc. Nothing worked so they advised I went on to the eforum to post there about my issue. This I did. I had a response to say “fill in the appropriate form” which again I did. I was then told that the engineers would look into the matter and give an update. A few weeks later after asking for an update and not getting a response apart from “we will check with the engineers” I phoned customer services again. I spoke to this Scottish lady who, without going into details was very very rude to me and I ended up having to tell her I was hanging up because she had upset me so much. The next day I went into my local shop to complain and had to go into detail again about the problems I was incurring. The lady in the shop was helpful and proceeded to give me a new SIM card for my devices to see if this would help. After the recommended 24 hour wait – still no change. I was then told to turn my 3G off on my phone (this cannot be done on the ipads) so that I could use 2G. Ok this worked with regards to making calls, however the 2G internet was agonisingly slow, i.e. was taking about 20 minutes to bring up one web page!!!! So now it has been 11 weeks since the problem was first noticed and after numerous posts asking for updates all I keep getting is “we will check and update” Surprisingly no updates follow. Now my request is that I want to cancel my contract with Vodafone as I feel as though they are not providing the service I am paying for. I am paying over £100 per month for what? Nothing!! My ipads are basically dead paperweights (as you cannot turn the 3G off to use the internet) and my iphone will only receive calls if I turn off my 3G. Please can someone advise what I can do about cancelling my contract. I am absolutely astounded with the lack of communication from Vodafone (considering they are a communications company) and I can’t take the chance of not being in contact when I have elderly parents that need to contact me in the case of an emergency. I don’t want the usual “we’ll give you a days refund to make you feel better”. I want out of the contract immediately so that I can go to another communications company where I can get what I am paying for. I look forward to some help here. Many thanks and kind regards

Hi there, I'm fairly new here, I've been hovering around the site recently as I am unsure where I stand with a repair for my Vodafone contract phone (Samsung S3). I will list the chat I had with a member of their online chat help team, as well as the string of emails I have sent and received since. Long story short: the LCD screen cracked despite minimal pressure being applied to it. The only activity my phone undertakes is walking journeys in my front right pocket, and when I'm sitting at my computer at work. I paid the £190 repair fee and openly said it was only to ensure the phone was not sent back to me in it's still-damaged condition and that I would take it up with Vodafone once I had more time (I was at work at the time). Since then they have refused to take responsibility for the issue and are basically shrugging their shoulders about it because they now have the £190 for the repair. I have cancelled my direct debit as a result until this is resolved (harsh, I know). Am I in the wrong? I feel extremely poorly treated thus far. This is the initial chat I had with Shabab after visiting my local shop (who were flat, unhelpful and unsympathetic). I have blanked out the personal info: So as you can see, at no point is a payment to have it repaired discussed and it is implied the warranty covers this sort of issue, which it should. He also does not explicitly state it is covered by warranty, which I understand. Below is the conversation I have been having with the various members of the Vodafone email response team. I have amended the names to just the forename for privacy reasons: Their response: My response: Their response: My response: Their response: My response: Their response: This is the point where I really just lost patience dealing with them. My response: I'm pretty exhausted repeating myself, but I don't know what else to do. I was hoping someone would be able to give me some advice, I'm sure I can't be the only person that has been messed about just like this. I fully regret paying the £190 repair fee. I wish I had just told them to keep the phone at that I would no longer be using them, but I assumed it would be relatively simple to be reimbursed. Clearly I was wrong and now Vodafone are likely going to cancel my account and chase me for the £609 I would be due to pay over the next 21 months of my 24 month contract. If anyone has any advice or can offer any help, I would be unbelievably grateful. Please, if I am being a total prat to Vodafone, someone let me know. This is only the fourth phone I have owned in the past 16 years, and I had only been using it for two weeks or so as it took me ages to get time to visit the shop to get a micro-SIM for the handset. I take good care of my things and I even checked with friends and colleagues to make sure I didn't forget banging or dropping the phone at any point. Many thanks guys. Sorry for the massive post. Kris

My 18 month Vodafone contract ended back in 28/05/2013. I only found this out by talking to a chap in a local VF store, who also kindly asked why I had 100MMS and free calls to 0800 number add on as most people wouldn't use this. My response was, I never asked for those services nor knew I had them so you tell me why they are there!? He had no idea and intimated they must have been on since I started the contract. He took the add on's off and advised I would now be saving £5 per month. Confused as to how those services are on my account, I asked what about the past 18 months worth of £5 lots??? Can I reclaim those? Unfortunately not was the response. After speaking numerous times to online assistants and emailing cust services I was made aware that these add on's were added at THREE different times throughout my contract, once for the 100MMS and twice for the 0800. Now, not only do I not need or want these add on's, but they have been added to my account without my knowledge!!! I'm dumbfounded. Now I've visited my store twice and have been told twice that due to the account being in arrears VF won't allow me to give notice of cancellation (even though I am out of contract) and will not issue me a final bill. They will not issue a PAC. They have agreed to refund the value of the add on's but this is immaterial, my issue is with the unethical addition of services without my consent or knowledge!!! Now I am being told I will need to wait until VF cuts the line off before I will get a final bill, which considering the line is currently out of service means I will be paying another £80, pushing me into further arrears with VF for a service/line rental I CANNOT USE... How can you charge a consumer for a service they can't use??? I told the chap in store: "Imagine I own a garage and you come in, fill up and I charge you £40 for petrol. But you don't get any petrol. You've just been charged for something you can't use." This goes against everything I know in GC23 and if not resolved I will be speaking with OFCOM, which will cost VF £330, considerably more than the amount o/s from myself. So far here's my laundry list of issues: Twice VF have taken a DD payment from my account on a different day than specified, costing me bank fees and degrading my credit score. On 11/04/2013 100 MMS Add on added without my knowledge or consent. On 20/01/2013 Free calls to 0800 Add on added without my knowledge or consent. On 08/02/2013 An updated Free calls to 0800 Add on added without my knowledge or consent. This is frankly unbelievable and a fine example of miss-selling IMHO. 4 Times now I have asked to end my contract, which ended on 28/05/2013. I have been refused my PAC code. 2 Entirely ridiculous live chat convos with VF team, rude and unhelpful. "You: I am no longer in contract with VF You: And as such am entitled to end my agreement Amr Ismail: You are in contract with us as a month by month contract You: Any outstanding monies should be billed accordingly upon termination of contract You: And I am within my right to cancel You: If you continue to keep my contract active against my wishes I will not pay any additional amounts You: Please send me a document containing your terms which state that you can keep me in a contract against my wishes Amr Ismail: I do apologize about any inconvenience Mr Farmer. If we can cancel the contract now we would have requested it for you. I'm afraid we won't be able to cancel the contract before you make a payment with the outstanding balance You: Which means if I am unable to make payment I will incur further line rental and call charges??? You: For a service I am telling you now I no longer wish" "You: Who do I need to speak with to discuss this in more detail, concerning both the mis-selling and PAC request? Kimo: actually to be able to get the PAC code, the cancellation team can assist you with this, however they wouldn;t be able to do that now until the balance on the account gets cleared, that's why we advised with it You: What about my concerns with mis sold services Kimo: actually you are now out of this contract, and you don't have a proof to tell that the services are not added as part of the contract, so we are not able to refund anything that has to do with them You: Irrelevant of your note, I have been paying for services I did not ask for nor require. This is the definition of mis selling You: Whom do I talk with to escalate this further? Kimo: you are talking to me now Kimo: and it's not about who you talk to Kimo: this is an ended contract You: As I do not believe you have the status to assist me correctly Kimo: so we can't discuss a refund for smelting that you have been paying for on your bills (clearly) every month Kimo: something* Kimo: specially if you don't have a proof to support what you kindly say (that you don't know they are there) Kimo: so regardless who you would talk to, this is the same advice that you will get You: I wish to take this matter further. Please advise who I need to speak with Kimo: we are sorry to advise that even taking it further, will not get you any refund, so we are advising with this to save your time You: Please direct me to whom I can talk with You: VF have not acted in me, the consumer's, best interests. Irrelevant of being in or out of contract this is still miss selling and can be upheld. Kimo: where did you get the contract from, was it a Vodafone store? You: Yes, I advised this to you earlier. Kimo: great, then you can kindly go the same store that as per your advice missold you the contract and discuss it with the store manager You: I am unable to go to the store. I wish to discuss this in more detail via telephone" I am at my wits end here. I am being told I will be kept in contract until I pay a bill or VF decides to cut the line and send to a debt collector. They don't seem to care or think it is unacceptable, unethical and/or just plain wrong to add services as they see fit. After emails, numerous live chats with VF, two trips to the store and still no resolution I am at my wits end. Please help.

Hello all, I hope you can help point me in the right direction. In 2008 I opened a mobile broadband account with Vodafone online. I received a dongle and was on a contract for pay monthly. Within a week or so of getting the dongle I realised that I was not in a well serviced 3G area and promptly returned the device where I was assured the account would be closed. I noticed a month or so later that Vodafone was still taking money so I cancelled the DD and requested a refund for the charges. I was travelling when I noticed this and dropped the ball. The charges were so small that I didn't feel the need to chase it any further. Recently I have been looking at getting some credit and found that I was being declined. I checked my credit file and found that a default had been registered for a mere £100. After contacting Vodafone several times they are not willing to listen to my side of the story and it has taken months to get any information out of them, for example the mobile phone number. I really just want this default gone as quick as possible as such a small amount is ruining my ability to get credit and distressing me and my partner as we look to buy a home. I have even contemplated offering a compromise in paying it off in exchange for removal even though I feel that is admitting defeat it has crossed my mind. I would really appreciate anyone who could help me get the ball rolling. Thank you in advance.

I got out a phone contract out two months ago via Phones4u on a Sony Xperia Z and after about 2 weeks I recieved my first bill pro rata and reliased I would not be able to afford to pay it. I called Phones4u who said it was too late to cancel and Vodafone said it was too late to cancel. Phones4u tried their best but Vodafone would not cancel the line without charge so there was no point. I complained to vodafone head office and they said they would be able to deduct it by 5% a month (my contract charge) for 6 months and i asked if they could try ask phones4u if they could do anything.. 2 weeks later, I get a call saying the 5% is no longer on offer because I have been in contact with phones4u saying i wasn't in the right frame of mind or financial position to take out the contract. Bearing in mind i had a contract with vodafone a few years ago which left with a small £30 default on my credit file and they still let me take this contract out I cancelled because it was my only option, vodafone nor phones4u would take the phone back and now I have a bill for £750 and they said it will add 15% when it goes to debt recovery. I earn £30 a week as a part time student and hoping to go to uni for the next 3 years and this has screwed me up badly and vodaphone won't help me at all and I'm scared of legal action and things to my credit file. I am gonna try to sell the phone but i don't know how so i can pay some of my bill off :/ Is there anythng i can do?

After many years of ok service with O2, I decided to use a company promotion to get 20% off a new Vodafone account and Port my number. VF managed to put me on to the wrong tariff and are now threatening to increase the montly subscription unless I send them a touch phone which I don't have and which I never contracted for anyway. Second, the porting of my old number, has only been partially completed, because I can phone out but no-one can call me, so that I am out of contact with all of my friends and family. I phoned VF customer services. I recorded all of the call, so I have it all on record. The rep agreed that, yes, it was VF's fault, but despite this, there was nothing that he could do, AND he wants ME to take time off to go back to the shop so that it can be sorted. Third, he also said there was nothing that he could do about the PORTING of the number. He then told me that the people do deal with this had gone home! I should therefore try and call them tomorrow when of course, I am at work. I have heard tht VF is a shambles and I regret not having paid attention and having gone to them. Now I have been left with a threat that if I don't send them a touchphone (which you may recall I don't have!!!) in the next 30 days, they are going to increase my tariff - and also I have an expensive phone subscription, but nobody can contact me, because they simply get a message which says that my phone number is not recognised. LEE - Vodafone Rep My Account number 687855647. Can you please look me up and you wil see who I am. I am not prepared to stand any nonsense. This is the beginning of the 14 day pre-action protocol. Sort this out for me please or the court papers will be in the post. Please don't think that I am bluffing

I write to with uttermost frustration and dissatisfaction. On Saturday 30th March 2013, I noticed I lost my phone and immediately, I stopped a stranger and asked to use his phone to call voafone explaining my situation as I had no insurance with this phone. He kindly availed his phone to me and luckily he was also a Vodafone customer, I called Vodafone and instructed the cancellation of my mobile phone as I had lost it. The Customer service adviser I spoke to suggested a replacement sim but because I was conscious of the stranger’s phone I advised I’d pick up a new sim at the Vodafone shop as I had done previously. On Friday 19th April 2013, I walked into a Vodafone shop to request a new sim card and I was told to call the Customer service as there was a credit ban on my account. I got home and checked my online account and to my amazement and surprise I saw a bill of £1470.60. I immediately called the customer service to find out what has gone wrong. When going through my online account, I noticed there were several international calls made especially to Jamaica. I am not Jamaican, I have never called Jamaica, these series of calls all happened after the call to Vodafone on the 30th of March 2013. I was told there was no record of a call to Vodafone on the 30th of March 2013 instructing the cancellation. I was furious and almost collapsed. I was told to go to the Police station to get a reference number which I did. I later called back and was told I didn’t need to go the police station, this trip cost me money and time. I was also advised by a Customer service advisor to cancel my direct debit pending resolution of this. The last Customer service advisor I spoke to explained that they tried to reach me on the 2nd of April, 2013 through a text message and on the 12th of April 2013 through phone calls, having reported a lost phone, how will I be contacted that way? I get an email every month saying my bill is ready; don’t see any reason why I couldn’t have gotten an email or a letter in the post with regards to this. Why will you suspend my line without duly informing me? I got a call on Monday 22nd April, 2013 from a Manager with regards to this and I explained to every detail, he said it is unfortunate that there is nothing Vodafone can do than to escalate it, he said an Operations manager will call me before Friday 26th April. This worrisome burden is reducing my productivity both at work and home and is causing me so much stress. I am very dissatisfied at the service Vodafone has put up regarding this. If I did not go into the store to get a replacement sim I would not have found out. I hardly use this phone as I have a work mobile. I have called 3-4 times with regards to cancelling the contract but since the cancellation fee was quite expensive I opted to continue to pay monthly for the phone as per my contract. I escalated this to the Customer service director and to no avail, i sent an email and got a reply saying 10% good will, i have no understanding of this which i explained. Kindly look into this.

In October 2012, I took out a contract with Vodafone which was a rolling, 30-day affair. I was assured 4 times verbally before the sale by the same sales agent that I would have 3 months of unlimited internet for free. Once the contract was printed and the agent noticed that this unlimited internet had not been written down, but again assured me verbally that it definitely would be included. Needless to say, it wasn't included. I only took this contract because of the free internet because there were other deals on the market that would have been better value otherwise. After 2 pay periods, I contacted the manager at the store where I purchased the contract and informed him of this, and the date at which I wanted the contract to end. He offered me a rebate on my next bill which would take the final bill to (in his words) "£7 or £8". The next bill came through for over £30, as Vodafone had added an extra month's bill on top without my consent and for no reason. It was this stage that I found out the contract had been mis-sold, as I was not aware of the misselling of phone contracts before then. I phoned Vodafone customer services and informed them that I believed the contract had been missold. The agent agreed with me and agreed to wipe the amount of the final bill and we finished the call amicably. Just after this, I went overseas for 3 months. Upon my return, I found that Vodafone was still pushing for the final bill and had referred the "debt" to a debt collection agency. The current bill total is now over £180 and it is having a strong negative effect on my credit rating. I need to know what to do here. I know I am legally and ethically in the right, but don't know how to move forwards with this. I was prepared to walk away and let things be, but I am now determined to right royally screw Vodafone over if possible. Can anyone help?

Have been trying to deal with Vodafone over the last few weeks on two issues and their customer service has hit new lows. I work in London and Brighton - first issue is for the last month there's been no vodafone coverage in the bn1 area of brighton due to a fault that has no time scale to be fixed. When you start looking into it, VF customer service send you round the departments, each one making you carry out pointless and time consuming diy tech support. Eventually you find everyone else on a network forum with the same problem, then on going back to VF they say they can't fix it, they won't offer a discount and you can't get out of your contract, despite the service not working. Issue 2: they have no coverage at one of the London sites, where I've been using a suresignal - good when it works, but it is intermittent, problematic and very user-unfriendly. To set it up you need to be able to open ports on router etc etc) - plug and play it isn't. Cut a long story etc mine died, hours on the phone having to convince vodafone tech support it wasn't working, they finally agree to send a new one, then nothing. Delivery date passes, no text, no call, can't track it down, nada. More calls to customer services - the usual rudeness, passing around and hanging up etc More than a week later I finally get a call back, but on the brighton network issue - Davey the vodafone rep proceeds to withdraw a previous £10 goodwill payment (which was laughable to start with, on a spend of £80k to date) and say the suresignal that had been ordered for me had also been withdrawn (without letting me know!) as their policy is now to charge £65 for any fault on one (above package and call costs). Remember, this is a device supplied by vodafone to allow the phone to work at all! Being as I now get no coverage in two out of my three workplaces with vodafone being so spectacularly unhelpful I have to make other arrangements with a telecom that works. Do I press vodafone for compensation to pay for this or do I just quit the contract and stop paying them? any advice welcome

** [#11498076]** Hi everyone, first time poster here. So I finally had the courage to check my credit report in taking the first steps to dealing with my debt problems. For the past 4 years I have fallen on very serious and bad financial times. It has been a real struggle trying to get back on my feet, having been unemployed for quite some time now. After checking my Experian and Equifax reports I found that amongst other issues I plan to tackle I have an alleged debt with Vodafone of about £1000 I’ve had the contract for about 3 years and was about 15 months into my renewed 24 month contract before I fell ill (burst appendix, went septic). During this time and recovery I defaulted and was subsequently sent a DCA “letter before action” from FPC demanding the amount of £1073.59. I assume this is some sort of termination fee? But have no idea how they are able to demand this amount when realistically I had about 9/10 months left on a contract that cost about £35 a month. after checking my Experian and Equifax report, they’ve registered 6 defaults within the last 6 months; £584 £973 £973 £973 £973 £973 I want to approach the matter of this alleged debt and try and get it sorted. As I mentioned before, I’m unemployed so I don’t have much money but I can scrape together a little bit of cash to help sort it out, but no where near that amount. My questions before I do this: 1. Can Vodafone continue to register defaults on my credit files? 2. Are they able to inflate the amount I owe like this? 3. How can I proceed in trying to get these defaults removed and settle my account with them. 4. I’ve thought about sending them a CCA request? But I from reading other threads I understand mobile phone contracts are not protected under the CCA? 5. Should I be dealing with FPC? Or Vodafone? On my credit files, it is Vodafone that I owe. I very much appreciate anyone’s help on this and again apologize if answers have already floating around on the forum, I just feel a bit of specific help would be valuable.

Hi all, I am currently in the process of trying to obtain a mortgage but I am having serious problems because of three late payments posted on my credit file by Vodafone. last March I cancelled my contract with Vodafone and settled with a small bill for the final month's line rental etc. I also moved house and so you move on without any concern. Then in November last year - 2012 - when visiting mortgage brokers / advisors I was made aware there was a default notice on my account due to three late payments not being made to Vodafone from April to June last year. Although shocked and confused as to how and why I would have any outstanding balance as I had paid up I knew the sensible action to take would be to immediately contact Vodafone, pay any arrears and set in place a motion to have the default removed. Vodafone were extremely helpful and via a succession of emails, lasting approximately two months I managed to have the default notice removed. It was made clear from my end that I had seen (or received) no correspondance to the outstanding amount which turned out to be £29, I'd had no post from Vodafone forwarded onto myself regarding any outstanding amount and with the removal of the default I think it can be safely said Vodafone made the correct decision. Fast forward to now and I have had my mortgage application stalled due to the three late payments posted on my credit file by Vodafone and simply put I must seek to have these removed so I can progress with my application. This is having a detrimental affect on my wellbeing, causing unwarranted stress and the obvious ramifications are devastating. While I do not wish to appear flippant, for the sum of £29 that at first I was unaware even existed, and the fact the default was removed, it seems the affect this is having is disproportionate to the amount that was outstanding. I keep my finances very well in order, have and have had no debt, pay on time etc, and made extra effort to make sure I am a viable proposition for a mortgage application. Please can anyone help as I'm really in need of a solution. Thank you Chris