hello can any body give me some advice as what to do please? i rang vodafone on the 21st of march 2016 to apply a family pack as i could not apply on the automated service. so i gave them my family numbers my mothers my husbands and my daughters who is 13. they said i should receive a text shortly to say my family pack would be activated shortly but i never did get a text but my family numbers did it was a text saying they have been added to a family pack but it wasn't my number that had added them it was a total strangers number. so my husband called the number to ask who it was it was a gentleman my husband explained that i had applied a pack but some how had been connected to he's number he was furious with voda so he gave them a call and told them what had happened and told them he wasn't happy with what the had done passing he's number on to a under 16years old and told them it was a case of child protection the compensated him with £25 he was happy with that, i my self have made calls on top of calls to vodafone but not really getting any sense from them but the have admited it is there fault ond offered me £20 but that isn't good enough for the stress they have coursed my daughter she is frightened to answer her phone if it rings incase it is a stranger on the other end this has coursed us so much stress and worry to think that vodA COULD PASS MY CHILDS NUMBER ON TO A TOTAL STRANGER what can i do ??????:mad2:

Vodafone Charged me extra in November £896.80 Invoice number: B3-124148244 after several calls and confirming 3 times that the £896.80 will be refunded and we should call back for getting this credited to our account. We were asked to go the store to get the phone checked and the store in Greenock also confirmed that these charges were to be refunded. Every time we called back to claim the amount we were told the charges have been under investigation. This chasing has now gone on for last 5 months and we are coming to a conclusion to write to Ombudsman and take this to small court claim. However, today i finally managed to speak to senior Manager Jodie who was patient and understood the situation but only offered GBP 200 as goodwill which I have refused as i firmly believe these charges were incurred due to system error of Vodafone. I have been promised several calls before but nothing happened. Now to see if this one comes. I was given Call reference number 1-4F4YRHZ8 and amount in dispute is £896.80 These charges have been incurred in UAE and China which were both part of World Traveler. This needs to be resolved with some common sense and money needs to be refunded immediately. WRT135

I took out my brand new Vodafone contract on 22 November 2014. They ported my number from my old network (3 network) on 2 December. Since they ported my number on 2 December, a month ago now, I have been unable to receive calls or texts. I can make outbound calls and texts which displays as my newly ported number but I cannot receive inbound calls or texts. The number is unobtainable. I first reported this problem on 3 December and was promised a resolution within 48 hours. One month later, I have been promised a 48 hour resolution on 9 separate occasions. The 9th 48 hours has now expired and my phone is still not receiving incoming calls or texts. I have been promised resolutions from their contact centres, including their porting team and technical teams, a sales rep in my local store and by their web chat advisers. I have now been without service for 1 month and there is no sign of any resolution. Each time my 48 hours has expired I call again only to be told their system has been updated to show that the problem has been resolved. This incompetence is truly unacceptable as they only need to dial my number to see that it is still unobtainable and that they have not yet fixed my problem. I simply cannot understand how they would fiddle about a bit, think they have fixed my problem and then not bother to dial my number to test it. Surely that test comes within the first 10 mins of basic technical training. Also, nobody is willing to take ownership of my problem i.e. giving me regular updates despite my constant requests. Equally, their customer service advisers refuse to put me through to the complaints team by telling me that they don’t have a specific complaints team and they all just deal with complaints. So how do I escalate my problem? How do I get someone to take ownership of my problem? If I call again should I believe the 10th promise of a 48 hour resolution?

Hi everyone, My previous contract with Vodafone ended last December. But they took out the monthly payment in January and February. I contacted the customer services on 19/02. It was distressful to wait to get through to one of their staff. Anyway, they said I would be refunded in 5 days. But it was not true. On 01/03, I had to call again. Another long waiting. They said the same thing. But again, never received even a penny. Now I searched their web site for a complaint procedure and wrote a letter to their customer relations manager on 08/03. But not surprised, no replay at all. I am totally at a loss. Definitely they do not care about calls or letters from their customers. If I take this case to Ombudsman Services Communications, then will I finally get their attention? What should I do? I wish any of you could give me a good advice. Cheers, Dae

Vodafone phoned me the other day and offered me a new contract sony xperia for £17 a month, I was quite drunk and agreed. It sounded good for the price. They then said they were gonna sign me up for free trials that they would send e-mails and I could cancel within 30 days and wouldn't have to pay monthly fees. I said no, I just want the phone contract. They then put me through to someone else and I can't remember exactly what she said but I agreed because i was drunk and wanted the phone. It eventually got declined because of my poor credit history. Would they have still signed me up for these free trials? They took my card and bank details. I don't want to get into debt. I have really bad ocd and i don't want to get into debt. I also reported the debit card as lost straight after so these free trials couldn't take money out of my account. Please help.

http://www.bbc.com/news/technology-35925146 And of course the number is much higher than the ombudsman has recorded – and it is probably very much higher than anyone can possibly imagine. Vodafone is competing with npower for the worst possible systems and the worst possible customer service. Anyone considering getting a new mobile phone contract would do well to avoid Vodafone.

Dear all, Please find my account details below. Cancellation and porting date: 29/12/2015 Having spent over 150 pounds a month for years with Vodafone I was unable to upgrade at a better rate than that offered online for new customers so decided to move my service to O2. I spoke to a customer service agent to cancel and port my number on 29/12/2015. I was told that I would not incur any penalties but would have the pay line rental for the 1 notice month period. Was given a PAC code and moved my service to O2 on the same day. I have been up and running with O2 but for some reason all my incoming calls are going straight to Vodafone voice mail. I have been in touch with both O2 and Vodafone at length with this issue and the problem is still not resolved, instead being told that Vodafone is not at fault and that they are no longer my service provider. Having further investigate into this matter I can see that Vodafone have been having issues with porting for some time now due to a new system they have installed and have even been investigated by Ofcom. Furthermore EU regulations require that phone numbers be ported within one working day, and that customers do not lose their service for longer than that and it has been over 2 months! I rely on my mobile number for business and have missed out of business opportunities, employment opportunity and almost missed my flight due to this issue. As you can see I have also copied the Ombudsman services into this matter and will be passing this email to Ofcom as this issue just does not seem to get resolved. Last week on the 11th of March they sent me a text that they will refund me something not sure what and also I got a cancellation of direct debit email and I finally started to receive calls and messages after 2 months. I was happy and hopefull only to find out today 15th of March that they haven't cancelled my account, that the porting is still not done and they sent me a new bill for 66£ due by the 24th of March. I spent in total in excess of 50 hours with them on the phone, their web chat where they sent you doesn't work and I email them and I ask for them to respond in writing as they lied to me via phone numerous times since December and they refuse to email. I asked to set up a meeting to show them my contract with O2 since 29th of December and explain face to face what they are doing wrong I was refused. All the store managers are telling me to call Vodafone customer service which is sending me in circles to speak with O2 and O2 is telling me the porting is done correctly. I believe O2 because since the 11th of March both my outgoing and incoming calls are O2 and I have a written contract with O2 since 29th December 2015. I think is just a way Vodafone keeps you hostage in a contract and untill they decide to resolve the issue they drain you and charge you. For 3 months I am paying 2 bills, 2 contracts on the same number Vodafone and O2. Why Vodafone is not letting me go I don't know!?

Hi, Thanks for reading this thread and any help or advice will be appreciated. We were with Vodafone for quite a few years before being enticed away to a new provider. We had 3 phones all registered in my wife's name under 1 account. My wife contacted Vodafone 3 months before our contract was due to end and was told they could do nothing and requested that she call back with a months notice. Not a problem, one month before the end of contract my wife contacted them and requested the contract end in one months time. Now, Vodafone cancelled ONE PHONE from the contract but left the other 2 active. A company called Fredrickson International have now been in contact seeking to collect £400, Fredrickson to their credit have been very good. We have had many discussions with both Fredrickson and Vodafone all to no avail. Vodafone insist we owe £400 and we must pay. We are very keen to take Vodafone to court over this. Any advice would be welcome. Thanks Graham

Since September 2015 I have taken up a mobile phone contract with Vodafone. Since taking this up I received a phone call in October offering me Broadband. I told the advisor I cannot take this as the property I live in is my partners and he already has broadband set up. They then asked if they could email me information which I advised would be fine but I am not accepting the broadband. Within a week I received a card through the post advising I have a parcel to pick up. Curious to this I went to collect this parcel to find out it was a router Vodafone had sent me. They then sent me an email stating this would be activated and I would be charged for my first months broadband. I have persistently called Vodafone most calls I have screenshots where I have been on the phone for 30minutes upto 1hour 30 minutes long and have gotten nowhere with this situation being resolved. Then my partner called me to advise his broadband had been cut off because we were set up with Vodafone which we have not agreed to. I then called in December 2015 again at my wits end advising I wanted refunding and I wanted them to collect this router. They promised this would be done however I still have the router at home no sign of collection package which I was advised would be sent and still had no refund from Vodafone. The same incident has occurred with Spotify. In my contract it states that I will have Spotify included in my package so I would not get charged. I followed the steps to follow to set this up however I was charged every month £10.99 when calling in December 2015 I was advised I would have to start this again in January after the 26Th which I advised I would be happy to do as long as I was refunded the charge which again I was advised would happen and did not. I have tried to go into my local shop where the agent in the shop told me they wouldn’t be able to deal with this as I had to speak directly to them so I would have to keep calling. I am getting nowhere with this and being a severe sufferer of depression and anxiety I just want this to be sorted and the stress to end. Please, Please can you help or advise the best action to take? I also have logs of calls made and how long I was on the phone for. I have since visited the local store on 22/02/16 and was there for nearly an hour while a member of staff called there customer service line and again was promised that a collection bag would be sent and I will be refunded what I have been charged. Since October they have been charging me nearly £30 a month and they continue to charge me no collection bag has been sent and I feel I am getting nowhere and do not know where to turn to. Please please Help !! I want my money back and compensating for the stress and how long this has been going on for

To quickly outline my problem; I gave Vodafone 30 days notice to end my contract with them on 1st June 2015 (been with them for donkeys years (bills always paid,never missed one!) .Felt like a change so EE looked like a better bet for mobile internet .A week or so later Vodafone offered me an S6 phone at a very good rate to keep me so I took it ,the customer (dis)services operative arranged the phone delivery for the following Saturday morning,great!. Saturday morning came and went-no phone. Called VF (Vodafone) to query why my new shiny phone hadn't arrived and was told "Oh sorry,it hasn't actually been ordered", I straight away cancelled the order on the phone with this person (as I was entitled to with the 14 days cancellation agreement) and also informed them that I wished my contract to be cancelled as per the 30 days notice I had previously given,this was agreed and that was that. THIS WAS ONLY THE BEGINNING!!!!!!. After the 30 days notice was up,happy with my new EE phone, i noticed my old VF sim card was still working ,phone VF customer (dis)services and "Sorry sir,i'll sort that out straight away for you") .And so started 3 months of chasing Vodafone to actually cut off my phone and end my contract. In that time I must have phoned them 20 times ,spoke to Egypt ,India, South Africa, Scotland, England etc, every call taking a minimum of 30 minutes or so whilst I had to explain myself. I've spoken to just about every department they have, heard the promises of "I'll make sure this gets done for you" EVERY and I mean every time.... .and of course nothing ever happens, AND they just don't bother to get back to you. I received a letter from them about a week ago saying my phone services had been suspended???? REALLY!! and I should pay for the 2 months outstanding (the 2 months AFTER I ended the contract). I again contacted them, and the really pathetic thing is, when I now phone them, I ask the person I'm speaking to, to look at the notes on my account BEFORE we speak. They all, without fail, come back after looking and can immediately see that its Vodafones mistake that the account is still showing as active with payments outstanding. I always then get the apology and the "I'll make sure this get sorted sir". I fired off an email to the Chief Executive last Friday, i got a reply, obviously from an admin person, asking for my details the next day, sent them and waited with baited breath... ....still waiting!. Phoned again today, got passed to 3 people, the final of which told me "I'll go and get the account sorted and make sure customer (dis)services put a zero balance on your account a nd I will get back to you within the next hour or so"..... .obviously I didn't get a call back, didn't really expect one really and am exasperated with their disgusting treatment of loyal customers by their poorly trained staff. Final straw this evening is an email from Ardent credit services saying I need to contact them urgently ref my outstanding bill with Vodafone. I have and always have had a good credit history, no CCJ'S etc etc and this is precisely the thing which may ruin that through no fault of my own. VODAFONE - YOU SHOULD HANG YOUR HEAD IN SHAME!!!!!!!

Hi, I'm looking for some advice. My younger brother defaulted on a vodafone contract 2 years ago, he's got his life together now and is trying to fix his personal finances. He's now totally debt free however the default on his creddit report is stopping him from doing almost anything, like getting a small overdraft to protect against fee's etc. Are there any channels to go down with vodafone to discuss getting this lifted? Thanks foe reading.

Hi, I hope someone can help me as this issue became rather frustrating for me for the last couple of days. I have been with Vodafone for 4 years (2x24 month contract) and 11th Feb 2016 was my contract end date. I have called few days before the end date to state I want to leave Vodafone to use another provider. At that point I was stupidly fooled into accepting new bundle plan for 12 months and was thinking that I got a pretty good deal with them. That was until I received the email about my new bundle. I realised that what I accepted on phone and what is on the email is very different and immediately called them to explain this and cancel the new plan as I had 14 days to cancel it. (We discussed 2 gb and email was stating I have 250 mb allowance) Live chat couldn't help me and requested me to call Vodafone. When I called, customer service told me to call next day. I called them again on next day and I have waited 1.6 hour on phone with more than dozens of transfer and what is even more frustrating that each time I have been transferred to someone I had to explain the whole thing from the beginning. After all that waste of time I have been told that offices are closed and I have to call back tomorrow. I got really frustrated as this was a common thing for them to say to shake things off. It was around 16:25pm so I told the officer that I don't believe that there is no one to talk to at that hour. She talked to some one and said that she will transfer me to her colleague and a guy picked up the phone and said that he can process things for me, then he put me on hold and after that he said he can confirm the process is done. this was his exact words. he said that new plan will be finished by midnight that day. I said i want to keep my number and need pac code and he said that they need to transfer me to another department for that and transferred me, I was in the middle of talk when I lost my service on my mobile and line cut out. After that I called vodafone from my landline to explain the situation but no one could help me as they did not recognise me or my number. This is quite hard to believe as I was their 4 year customer until 5 minutes ago! They said they have no idea where my number goes and they can't take it back that there is no way. Also at some point when I was not getting any progress with cancellation I've been told that I have to cancel my new plan first and then it would go back to my previous plan and if i want to leave vodafone then I have to cancel that too. But I've been literally chucked out with my everything on the system. I am guessing I frustrated them by insisting they should help me and when they realise I did not want to stay or buy new bundle they chuck me out completely. If I knew that I would ask for a couple of weeks beforehand like a notice period and handle everything which causes me problem now. As a result of this nightmare; I have lost my number which I use for my business contacts, banks, email accounts and almost everything in UK. Since I need a code sent to my number for accessing many things such as banks, facebook, email accounts etc. I am stuck not knowing what to do. Not to mention that I have just printed bunch of business card with my number on it a month ago! This will cause me a big destruction on my business if I can't get my number back. I even offered to buy it back but they did not help me with it. I also want to mention that this is not the first time Vodafone messed with my life. Last year they have charged me 649 gbp and cancel my contract accidentally (?!) and they did not pay me back, I had to request money from my bank saying that it has been taken illegally. During that 11 days I have lost business time, could not do any bank transaction as it requires code and been stressful every day of it. They were only able to activate it again 2 weeks later. I just want this fixed please. I am applying for indefinite leave to remain here and I have supplied my business number to home office, I do not want to keep changing my details as it does not look professional at all. This may interfere with my application if they call and realise the number is not recognised.. If this wouldn't get resolved soon they would leave me no chance but to sue as I want to claim my business damage with interruptions to bank transfers and preventing communication. does anyone know what should be my next step regarding this matter?

Hi there, I'm having a lot of trouble with Vodafone refusing to refund or replace my phone, and I'm worried I'm going to end up having to take them to court. I have no idea how to do this, or if I really have a case, but I will give you all the details and I really hope you can help. I'll bullet point it to try make it easier to understand fully. Thanks for your time. .I bought a Vodafone Smart Prime 6 for my Girlfriends Mum for Christmas - Purchased on 10/12/15 for £75 .I paid for an unlocking code so I could use the phone on other networks. .The phone turned out to be faulty (resetting itself every 5 minutes) .I took the phone back for repair .I received a replacement phone as the repair was "unfixable" .I attempted to buy an unlocking code for the replacement phone .The phone can't be unlocked, unlike the original - In fact the unlocking team claim the phone is already unlocked, despite me sending them photographic proof that it wasn't. .I took the phone to the Vodafone store, they say they can't refund or replace it as it's past the 14 day deadline. .I believe I am owed a full refund/replacement. .I explain to them my statutory rights that I believe apply to this situation: "Subsection (3) applies to a contract to supply goods if before the contract is made the consumer makes known to the trader (expressly or by implication) any particular purpose for which the consumer is contracting for the goods." .I have an email sent by a Vodafone Technical Advisor saying (excuse his spelling): "PLEASE HELP AS IF THIS ISNT CORRCTED THEN WHAT WILL WE DO AS CUSTOMER IT OUT OF THE 14 DAYS OF PURCHASE AS THAT WAS THE CONDITION HE BOUGHT IT THAT HE COULD HAVE IT UNLOCKED WHICH HE DID WITH THE FIRST PHONE BEFORE THE EXCHANGE" .I believe that this states I bought the phone under the condition that I would be able to unlock it - please note this email was sent recently, so after I bought the phone, however I have in writing that the phone was sold to me under the condition that I would be able to unlock it from a Vodafone Rep, so I'm hoping this will count as "before the contract is made" anyway - Please advise! . Finally my rights state: "A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations— (a)after one repair or one replacement, the goods do not conform to the contract" This has led me to the conclusion that the replacement phone I now have does not conform to the original contract, and I am therefore entitled to a refund or replacement .The Assistant Manager refused to help in anyway saying I could talk to the Vodafone On-line (not in store) team, and if they couldn't help my only course would be through legal action. So I have no idea what to do from here. Do you think I have a case that would stand up in court. I think so, but I would appreciate as much advice as possible. I will be calling the on-line team tomorrow on my day off, but I doubt they will help, so my only form of refund or replacement would be via small claims court, unless an On-line Vodafone Rep can help Thanks for reading, and I really hope someone can help. Ewan. UPDATE: I have just spoken to a Vodafone rep on-line who told me I can contact the returns team and get a refund, but ive been on hold for them for 2 hours so I'm not sure if anything is going to happen. Now I've been told I can have a refund, do they have to honour this?

hi there, I need some advice as I am now going out of my mind. On Thursday 14th January 2016 I took out a contract with Vodafone pay monthly for an iPhone 6s in Rose Gold 16gb I received an order acknowledgement but no further information. I then called on 15th January 2016 to find out what was going on with the order. After being passed around at least 6 different departments and often without being told and just being put on hold I got through to a very helpful sales advisor. This advisor took it upon himself to cancel my original order placed on the 14th and place a new order with himself which was a much higher tariff and quoted exclusive of VAT. He also took £29 for the phone cost upfront and £9.95 for it to be delivered the next day before 1pm. I was promised a text message and email of this order in the morning for delivery which NEVER arrived. Neither did an email confirmation of the order. On Saturday 16th 2016 by 10am I had not received any email nor any text. Thinking this suspicious I called Vodafone to find out where the order was. I was hung up on 4 times, passed to 3 different departments and in the end my husband had to talk to them as I couldn't handle the stress ( I suffer from a depressive illness and anxiety disorder). I broke down in tears from the stress of it all. I was shown no empathy, no friendliness nothing over the phone. Just spoken to like I was an inconvenience My husband was told by their customer service person (as not one of them will give their names willingly) that the phone would not be here until the Saturday 23rd January 2016. She was adamant and all we could do is take her word for it, as she was at least the 7th advisor we had spoken to and despite having paid £9.95 for the next day delivery. That same customer service agent advised to go into a shop and sort out the contract there as it had already passed credit checks. My husband told her not to cancel the contract in case we weren't able to get it sorted in the store to which she agreed over the phone. I was listening to the whole conversation on loud speaker. Being the gullible/trusting people we are we went to the Vodafone Store to get this contract sorted out. They looked into the order to discover the last advisor who promised they were going to leave the account alone had taken it upon herself to cancel the contract, which she had promised she would not do. So the store set up a new contract for the iPhone 6s in Rose Gold, 64gb. I was also told I would need to pay £69 up front for this phone also. At this point in time Vodafone had taken £136.95 whether in debits or reserve payments. Just to get this contract sorted out I conceded even though that is a lot of money. All was fine until we got home after having to drive 30 minutes back from the most local Store and then a knock on the door came. It was the first mobile, iPhone 6s in Rose Gold 16gb. The very phone that we were told would not be delivered until the following Saturday and which the advisor had cancelled . This arrived at 3.38pm. So I was charged for £9.95 next day delivery before 1pm via Royal Mail which ended up with a cheaper courier not wearing a Royal Mail uniform. On both occasions I was misled by the tariff with the advisor's so I decided to cancel the contracts and instead use the business tariff. Since that day I have been on the phone countless number of times trying to cancel both these contracts within the 14 days cooling off period and return the phones for a full refund of the upfront costs. This has proved stressful, difficult and impossible. The first phone that arrived through the post has been returned and received but has still not been refunded. I am having to take time out of my business to get this sorted out and it's not forthcoming. The other phone that I purchased from the shop has proved near impossible. I tried to return it to the shop but they wouldn't accept it as the customer service team had already cancelled it. To this day I have not received the returns bag and have called every few days to chase a new one. I am always told it will arrive but has not till this day. I'm now out of the cooling off period and received a letter dated 4th Feb stating I now owe over £800 as am out of my cooling off period. The line was cancelled over the telephone well before 21st January and by recorded letter which I have proof of. I have also kept every online chat with service advisor's. I have tried numerous attempts to get through to a resolution or complaints team only to be told they don't exist. Their very own website points you back at customer services - no dedicated complaints service. Today I asked for a deadlock letter so I could see resolution through the ombudsman quicker to be told I couldn't have one as the resolution team have not dealt with it. So I asked to be put through to them. I was told that no I couldn't be as their is a process. I asked what their process was to be told they couldn't deal with it. WTF?!!? I'm at the point where it is now affecting my mental health. I get extremely stressed and anxious at the thought of contacting them to only suffer the same treatment each time. What can I do? I haven't received a refund for the first phone and the second phone has still not been returned due to not receiving the returns bag. Even when that is returned the process for getting my money back is really going to affect my health. I have filed a complaint with the trading standards team but too early for the Ombudsman to get involved (shy of 4 weeks). I have never in my life experienced anything like this. I just want these phone lines cancelled and my up front costs return with no further hassle. Why is it so hard? Any advice would be greatly appreciate, this is the worst experience of customer services I have ever experienced and I will be moving my business mobiles as soon as the contracts on them run out. Jody

Hi all, This is my first post on the consumer forum. The error that Vodafone is continuously failing to correct causes me great distress and badly affects my health. I have tried to sort this issue personally through Vodafone Customer Service making endless phone calls but it got nowhere. I was going to take the mortgage in March but Vodafone INCORRECTLY has placed a Default Account on my Credit Rating which prevents me from getting a mortgage. I have written formal complaint to Vodafone Customer Service that was posted to them on 14/10/2015 but the letter was never acknowledged and I have never received a response from Vodafone. To cut the long story short: I had Vodafone account opened in September 2013. I have systematically paid monthly payments of £39.50 up until December 2014 (shown on my bank statements). I then accidentally stopped the Direct Debit to Vodafone and I had accumulated some unpaid months to them. I have paid all those unpaid months on 29.05.2015 plus all the future monthly payments up until September 2015 (I had minimum 2 years contract) in one payment of £380.40. The reason I paid all the future payments on that day is because I asked the Vodafone Customer Service to close my account during the same phone call on the 29.05.2015. 1. Vodafone has failed to acknowledge internally in their automated system my payment to them on 29.05.2015 of £380.40 2. Due to Vodafone failing to acknowledge my payment they employed the Debt Collection Agency to retrieve the payment from me and more importantly they incorrectly put a default account on my Credit File in August 2015. I'm in the process of applying for the mortgage and imagine what impact this incorrect Vodafone default account has on my chances of being approved. 3. After the Debt Agency started to chase me for the payment I have brought a proof of the missing payment to the Vodafone store first in August 2015 and then I was asked to do that again in September 2015 and the store manager made a note on my Vodafone account about witnessing the payment. I then had spoken straight away to Vodafone customer service on the phone and they said that they will be processing a Missing Payment Form and once done the information of payment clearance will be passed on to the Debt Agency and my Credit File will be cleared. I note that this was done in September 2015. 4. After giving 7 working days (in September 2015) for the Missing Payment Form being processed I have spoken to Debt Collection agency and they said that they still haven't received any instructions from Vodafone to close the issue. I have spoken to Vodafone Customer Service again and they again confirmed that they have submitted Missing Payment Form. I have spoken to the Debt Collection agency a week later and they said the issue has been put on hold for further clarification. I think they realised that I don't owe the money to Vodafone because I've sent to them the copy of my bank statement but they were not receiving instructions from Vodafone to close the issue of this debt. 5. I now checked my Credit File for the first time on 23.02.2016 as I'm just about to apply for the mortgage and it still shows Default Vodafone Account! Bearing in mind that Vodafone confirmed processing Missing Payment Form back in September 2015 they had 4 months to clear my Credit File from the default account, however, this still hasn't been done. 6. I have called to Vodafone again yesterday (23.02.2016) about the issue. Vodafone Customer Service yet again acknowledged over the phone the note from Vodafone store manager on my file made in September 2015 about witnessing the evidence of payment. They said that they had submitted the Missing Payment Form AGAIN and he said it will take 3 (three) months! to clear my Credit File from default. But I was reassured previously by Vodafone Customer Service that the Missing Payment Form on that payment was processed back in September 2015 and they had 4 months since then to clear the Credit File but this hasn't been done! (I mentioned this to Customer Service). How can I allow another 3 months of empty promises to find out in May 2016 that nothing has been done. I have read on the Internet an Experian expert saying that changes to the Credit File can be done overnight. The house prices are rising every month and I have been waiting since September 2015 for Vodafone to clear my Credit File from the default account that they had put in their error. I have no idea what to do anymore and who to speak to about resolving the issue and clearing my Credit File from the wrong default. Vodafone is promising to clear the error since September 2015. Since September 2015 they endlessly saying to me that the Missing Payment Form has been submitted and that I should wait for the Credit File to be cleared of the default. I'm worried that Vodafone will incorrectly make changes to the Credit File simply by showing that I have paid the default money. But I need the fact of default removed from my Credit File because all of the due payments were made by me in May 2015. The default was put incorrectly in August 2015 when I in fact didn't owe any money to Vodafone by then. I'm also worried that Vodafone will reactivate my account once they acknowledge the missing payment when in fact I have asked to close my account in May 2015 and paid all the due payments then. I've asked the Vodafone Customer Service many times to send me the letter confirming that my account has been closed in May 2015 but they have never sent it to me. Any advice on how to resolve the issue with removing the Default Account History from my Credit File and getting the Vodafone to confirm that my account has been closed in May 2015 would be greatly appreciated. Kind regards, Natalya

Hello, Please help. I was a Vodafone customer and wait till my contract expired in July 2015 to move to another service provider. Please check - I have paid my mobile phone bills by direct debit faithfully for the past 2 years I was with them. The issue occurred on July 2015 when I have trouble trying to pay my final bills! Vodafone said that as my account has been closed they can only send me the final bill to my old address and I have to pay by cheque. They refused to accept my payment over the phone! I explained that I have moved to my new address in February 2015 and there is no way I can get the final bill. After trying to contact Vodafone for months, trying to settled the bill which is £32! It is frustrating given that I tried to pay and have been sent reminder through text! They don't accept my payment over the phone. Finally, In Nov/Dec 2015, I managed to contact a customer representive who knows what she is doing. She finally allowed me to settled my bill! BUT never did I expect that this has created a 'DEFAULT' in my Experian credit report. This is so so unfair, given that I wanted to pay, have been paying faithfully on time, stick to my contract and wanted to do things the proper way but Vodafone system apparently cant cope with it and I am landed with DEFAULT on my credit report. Please can you please removed the DEFAULT. It has never been my intention to default and I have tried numerous times over my part to clear it! This default will affect my mortgage application in future!

I'm hoping you can help - this seems to be my last avenue before I get legal advice. I took out a contract with Vodafone at the end of September - I was then provided with a new work phone meaning I no longer needed/required the contract I had taken out with Vodafone. It was stated that I was entitled to a 14 day cooling off period and so I rang Vodafone up to cancel the contract only to find out I was unable to cancel the contract until the phone arrived...which to me was bizarre. I ordered the iPhone 6s rose gold and due to high demand the date I received the device was after the 14 day cooling off period but i was told this would not affect my rights, the 14 day cooling off period would begin when i received the phone. Therefore, once the phone arrived I rang CS 3 times to try and send it back ...all in which they hung up. So instead I went into one of Vodafone's stores. However for some strange reason they were unable to process the return there and then as I had ordered the contract/phone over the phone and so the return needed to be dealt with over the phone. Because I knew I was not keeping the handset I did not open the device however the assistant that was dealing with my request opened it as he believed it was necessary for me to contact the CS team!?!? Anyway after waiting in the store for over an hour to speak to someone on the phone he arranged to send me the return form and promised that if there was any delay it would not affect my rights. I received confirmation of the warehouse receiving the device on the 27th October and the email stated they will check it over and get back to me soon. I did not hear anything back from anyone and so I called CS numerous times again, in which they promised me a refund with 5-7 working days. After waiting 7 working days no refund appeared. I got annoyed and tired of waiting for my refund of £107.94 so i took my anger to twitter and tweeted your UK CS team. I then spoke to an agent on live chat who said my refund would be returned to my bank WITHIN 24 hours, it was not. I then spoke to another agent on the live chat who said she promises to make sure I received my refund...I STILL HAVE NOT. (I do have copies of these chats). After not receiving my refund AGAIN I went back to twitter to voice my anger! I was then provided with an email address to contact regarding my refund. This email chain lasted 4 days as they had to check with the warehouse that the phone had been returned in October...which surely would be on the system since I received confirmation of this in October and surely this should have been noted the first time I rang regarding my refund!? Anyway the last email I received confirmed that the handset was returned and that I am ENTITLED to my refund of £107.94.....yet my bank has still not been credited this amount??? WHY SHOULD I HAVE TO WAIT THIS LONG FOR A REFUND I AM ENTITLED TO?! Has anyone been in a similar situation with Vodafone....if so, how did you manage to get your refund? Did you have to go through legal advice or making a money claim?? Any help/advice would be much appreciated.

I have been with vodafone for years so would like to think I'm a valued customer. I've never had problems up until now. I switched in september from a 2 year contract to a sim only contract. In my bundle i was meant to have 20GB of data. In my old 2 year contract i had 12GB of data. Anyway whats happened is that when they have changed my tariff, one half of vodafone system says i am entitled to 20GB of data, yet the other half of there system has been changed to reflect. So whats been happening is that every bit of data that i go over 12GB is being charged for. So last month i questioned it with vodafone, and they raised a bill query to cancel £71 worth of charges. But this hasn't taken into account the remainder of the charges I've incurred for the remainder of the month. Anyway long story short again, i used 16GB of data, My contract allowance is 20GB and they have billed me 4GB over the 12GB. The first bill amendment was for £71, but they then started to say that this was final and that the final bill was £46. When i questioned what it comprised of they went a head and confirmed it was for £20 of data. I asked how i can be charged for data when its in my bundle. The advisors each time agreed. But the bill still stood as they refused to do another bill recalculation. Anyway i asked to have my contract terminated due to the hassle and then i was happy to take out another contract which should have been clean without any glitches. They told me for this i would be charged. I suggested a data test drive in order to give vodafone time to sort the problem. This was refused at first. I phone up to pay for the £26.50 which is what the bill was. after they reluctantly took the payment. the following day i received a text threatening/blackmailing me to hand over money or the remainder of the bill or i shall be cut off. I then phoned them again asking why i received this. they apologised. They said it wouldn't happen. The advisor then said that he would apply a data test drive to my account, which he had done. But also told me that there was still a picture message outstanding on my account for £0.45. I agreed to pay this. I checked my online banking today and they have taken the remaining balance of the account being £19 ish. So basically after the advisor agreed an amount he then proceeded to falsely enter an angered amount and charge my card. I spent 3 hours on the phone today complaining going around in circles. Ive had enough now. Ive spent in total 10 hours plus on the phone trying to sort this problem out. And I'm just getting passed from person to person. To make things worse, I'm being charge again for this billing period until the data test drive went live. And they have had the cheek to add a late payment charge onto my account. Which now they have agreed to wipe. They have also agreed to refund the £19 into my account but will take several days. There quick enough to falsely steel it. So my question to the forum. Where can i go from here? I don't want to be having to go through this hassle every month for the remaining 9 months of my contract. Do i have ground to have my contract terminated due to a failure on vodafones behalf. Cos they are adamant that i will be charged and i have to pay the charges. Ive phoned Natwest fraud department up, and basically they have said that if i don't have it in writing what the charge was going to be for which i do, then they have nothing to act upon to carry out a visa charge back, even though its on my bill, and i recorded todays phone conversation for proof. Also ombusman want 8 weeks and this has now been 4 weeks, and they say it could take a further 8 weeks again so 12 weeks all in total. I feel its every week I'm having to spend hours on the phone to vodafone At one point they had great customer service and had no problems recommending them, even got my wife onto them Im stuck guys and need help. They have proven they can't fix the problem, now i want out help

Hi, I am posting in regards to my girlfriends Vodafone account as I don't know what to do now. 2 and a half years ago she got a 2 year contract with Vodafone for an iPhone 4s (£37 pcm), the contract ran out in august 2015, we didn't realise the contract continued so were billed for another month. When we saw this charge on her bank statement we contacted Vodafone immediately and agreed to pay for the last month and then the contract would be cancelled. We felt happy the contract was over and didn't think about it again. 3 months later, in December, we received a letter in the post from Vodafone stating we owed them £120 for the contract that we rang up and cancelled. I immediately rang them and after an hour long conversation on the phone, they agreed it was their fault and said they would drop all charges and close the account (as it was still open for some reason) So now its 1 month later (January) and we receive a letter in the post from Fredrickson debt collectors saying we owe Vodafone £160 for this contract. I phoned Vodafone straight away and they said although 2 cancellation attempts were made, the account remains open, and apparently this is a "common problem"!!!!! They claim that the sim in question was used to make 55 minutes of phone calls during the month of October. and say they will only cancel the debt of £160 if we pay £41.17, which I think is ridiculous, as 1. We didn't use the contract in October, my partner now has a sim only monthly Vodafone contract, and has been using this since the 22nd of September. 2. If, somehow, the contract was used, then how is it our fault that we used it if it was meant to be cancelled? I only see it as fair that Vodafone wipe the debt completely, as the error is completely their fault. They have even admitted this on the phone to me, but refuse to budge that we owe them money. I am happy to take them to the small claims court over this as I am certain I am not in the wrong. I will be going into a Vodafone store this sunday to speak to a manager about this, but from all my experiences with Vodafone Im sure they wont help at all. So what I really need is advice on where to go from here? Am I in the wrong, or do Vodafone owe me an apology and they should drop the charges? Thanks for reading, I really hope someone can help as Im at the end of my tether with this now. Thank you. Ewan.

Hi All, I am hoping someone can help me out with a dispute I am having with VF. To try keep this brief, I will put it down in timeline form. This information is based on the transcipts I requested from VF. 14/10/2014 - I received a call from VF sales team saying that I was a Gold Customer and as such I was being offered a 24 Month, 8GB, IPad Air contract for only £8.50 a month. I double checked the price and details and said that I would accept the offer. I was informed I had 2 weeks to cancel if I wanted to. 26/10/2014 - I phoned VF to confirm contract details (as I was sceptical) and was told the contract was for £32.50 (full price) and that there was no mention of either a gold customer special or £8.50 offer. I requested they investigate and they said they raised a sales assurance request and they would reply within 2 weeks. They confirmed the cancellation period was still in effect until the query was resolved. 09/11/2014 - I phoned VF to enquire about the sales assurance request and they informed me the team dealing with them was backlogged and they could not provide me with a timeline as to when they will be able to respond. 29/12/2014 - I phoned VF to enquire about the sales assurance request and was told that a sales assurance request was not the correct request and that they have raised a call listening request which would take 3-5 days. 29/12/2014 - VF SMS'ed me to the iPad informing me that I had been misadvised and "they cannot honour the contract". Unfortunately, I was not using the iPad at this point until I could resolve the issue, so did not received the SMS. 05/01/2015 - I phoned VF to find out the result of the call listening and was informed that "they cannot honour the contract" (apparently, contracts are binding to the consumers but VF can cancel them anytime they wish). I agreed to return the iPad but pointed out that the iPad had a scratch on it (iPad Air was very flimsy) and that I wanted a full refund due to them messing me around so much. I was told I would have to raise the complaint once iPad returned. I organised a return for 06/01/2015 and agreed I would be home. 11/01/2015 - I phoned VF to query why the iPad was not collected. They said it was scheduled to be collected on 13/01/2015 (a full week after the agreed date). On the transcipts, they only submitted the collection request on the 10/01/2015, 4 days after the agreed collection date. I informed them that I cannot be at home on the 10/01/2015 and requested they change the date. They said that it was already processed and that "I must wait for the DPD colllection". 18/01/2015 - I used the online chat to contact VF complaints department. After repeating this entire timeline again to them, they informed me that they can cancel the contract but I was not eligible for a refund for costs to date. So, the 100 odd pounds they had overcharged me would not be refunded regardless of the fact that they took over 3 months to determine that they cannot honour the contract they offered. 19/01/2015 - I requested VF provide me with all the information they had on my accounts to allow me to prepare to take them to small claims court. Apologies for the long post, but I wanted to emphasis that I tried my best to sort this out at the time and VF failed to deliver any proof nor did they do anything that would result in a satisfying response. I realise that was just over a year ago, but I have been renovating my house for the last year and did not have the time nor patience to tackle VF. I have not been using the iPad air at all during this time, but have been paying the monthly contract fees of £33 (it seems to have gone up by £0.50 on top of everything else). What I would like from VF is a full refund, them to collect the iPad from a location and time of my choice, and an apology for their incompetence during this entire ordeal. I am happy to take this through to small claims court, but would prefer a simpler solution. I have seen the VF Sticky at the top of this forum and will be following it's advice once I have a post to reference. Any advice would be appreciated. Thanks.

Hi all, My sister and Brother In Law recently moved to my area from London and both are on Vodafone - they both get literally zero service my sister was on a sim only deal so she simply just purchased an O2 SIM card and unlocked her phone. My B-I-L however is on a contact - he uses his phone for his business (he works from home) so having no signal is causing him major hassle. He's approached Vodafone who are seemingly doing little to help, I thought there was some legislation that meant he had a right to cancel if they can't provide the service he pays for. Can anyone help.

Hi there everyone, I have been with Vodafone for almost 15 years on a PAYG customer and for the last 2 weeks I have had problems with non-existent reception. Let me tell the story in short.... As I have received a new mobile phone (which works with micro sim card only ) I wanted to shift my old phone number from the old phone and old sim card (bigger sim) to the New Phone that only works with Micro Simcard. Problems started : for 2 weeks I have spent hours being in touch with the Live chat Vodafone operators (calls and internet) and after so many Micro sim cards that I already changed - One of the Live chat operator agreed and accepted that I am entitled to Compensation. I do know that failure of reception for more than 3 consecutive days the customers are entitled to compensation..... Finally after the Live chat Operator (that tried to give me a 300 minutes and 500mb data as compensation but I did not agree....) told me to ring 191 in order to get the right compensation as he does not have enough permission to offer more, I have spent time again in getting the right compensation and I was asking that my loss in these days were in amount of £120. ( I needed the phone to make emergency calls as I had an elderly member of family in hospital abroad)..the thing was that although I explained clearly what I required (compensation of at least £50.00 worth minutes) he sounded very rude and decided to write a letter to the Head Office and see what they will be telling me..... To mention that over 15 years all my family have been customers (pay as you go) with them paying a monthly thousands of pounds yearly.....but should the answer of the Head Office will not be satisfactory I will be trying to get my family and friends to change the Network Provider just because I pay for something that supposed to work...... but it didn't. Wait a few more days and see... dd

Hello I am back again! I thought my troubles were over with Vodafone but apparently this was wishful thinking! I have been unable to send texts or receive calls since January 8. I have made numerous complaints, have spoken to customer service reps via 191 who have plenty of platitudes about wanting to help me with my problem (this never happens) and have had one call back from an agent who claimed the issue would be resolved in 48 hours which was over 2 weeks ago. I was told that Vodafone had disconnected my number for reasons no one at Vodafone seems to know despite me paying my bill every month on time by DD. I have not ported my number over recently (I previously had issues with this the beginning of last year when I first joined) so I am more than confused why Vodafone has decided on this course of action out of the blue. I would appreciate my number being restored since ridiculously enough, I can still make calls but no one can call me as my number is supposedly invalid or callers are given the "you have dialled an incorrect number" message. I hope that this problem can be resolved and quickly as I am awaiting some rather important phone calls and do not want to miss them because of an error on the part of Vodafone. Any assistance would be much appreciated. I have submitted the Vodafone form as per instructions. The reference number is: WRT135 [#12499592]

I recently phoned vodafone to settle an old account which is showing as defaulted in 2014, I don't have any paper work and asked them to check the account details based on all my previous post codes as I no longer know this telephone number as it is from an account opened in 2011. The person couldn't find the account details and confirmed that they have no record or account details for this debt even though every month its showing as a default on my credit file. I requested to speak to the department responsible for sending this information to credit ref agency but was told this is not an option. Can I add a notice of correction because I've attempted to pay off the debt but vodafone are refusing to accept payment or can't find the account details to settle this debt?

I have been a customer of Vodafone for many many years now, last year I decided to move my Vodafone contract number from contract when it came to the end of the contract to Vodafone PAYG, a simple task I thought, oh no, people could phone me and txt me but I couldn't reply, all I could do was use the data allowance, many times I contacted Vodafone and each time I was assured it would be fixed within 24 hours, it never was, so I decided to stop going around in circles and take out a new monthly contract as I had better luck with that. So here I am now with a PAYG that receives but cannot send and a new contract SIM with of course new number which I don't want, so I complete the online form to port the PAYG over to the new contract SIM, again I think this will be simple, many people each day do this, no it fails, the number leaves PAYG and enters some sort of black hole, never reaching the contract, a days go by and still no action, I am still on the new unwanted number, during this time it is my birthday, nobody can call me to wish me happy birthday , I contact customer services via the 'chat' I give up after ages being passed from one call centre person to the next, I get dizzy. A further 2 weeks go by, and still I don't have my old number back, I complete the online form again, this time I get an email saying the old number is no longer active Again I contact Vodafone via 'chat', again I passed around 4 times, before they give up this time and tell me to dial 191 as they have more access to the system than they do, so I do this, 36 minutes I am on the phone, I get passed around a bit, I lost count how many people I spoke to but it was a lot, I am told the 'back office' team messed up with the port and it will have to go back to them to sort out, it coule take 48 hours. I dont hold out much hope. Anybody else had nightmare times porting numbers over with Vodafone