Well there you are again – Vodafone is at it. Same old story same old villain same old problem same old rubbish – same old gesture of goodwill. A woman who apparently cancelled her Vodafone contract in about 2011 and has been billed all that time. She eventually stops the direct debit and of course suddenly Vodafone leap into action and get the debt collectors onto her case. Will Vodafone begin a court case and have the whole thing ahead before a court of law in front of an independent judge? No, of course not. Vodafone merely prefer to instruct debt collectors to harass people and to browbeat people and to blight their credit files to a point where those people just eventually give up and pay up in order to get a quiet life. Vodafone again. This time, because the BBC got involved Vodafone agreed to write off the debt – as a gesture of goodwill. This lady was on the verge of giving up and thought that she might have to pay. By the way, although Vodafone have been taking her money for years, it was only for the last two months during which the direct debit had been stopped that they were seeking payment. She simply objected to that and also objected to the fact that they hadn't registered her cancellation and that they had trashed her credit file. She wasn't even trying to get her money refunded all the way back. She had effectively written off because she felt she didn't have a hope – that's how desperate Vodafone customers can eventually become. Apparently we have a customer services rep on this forum somewhere called Lee – I'm not too sure where he is but maybe he would like to comment on this Lee?

Hello Lee, I am also trying to pay Vodafone for an old debt but without much success. I emailed webrelations on Mon, 1 Feb 2016 00:35:10 and would also appreciate your help in trying to resolve this. Thank you RWB

Hello I hope somebody can help me as I'm at my wits end and Vodafone is stressing me out massively. I joined Vodafone in November 2014 having left T-Mobile after 12 years with them. I signed up to a 2 year contract with Vodafone, however, I have had nothing but problems since. I was incorrectly assigned two account numbers and charged for them both despite having only one phone and one mobile number. I contacted Vodafone several times over January and was told that one had been cancelled and removed from my account. This was finally confirmed on Thursday 29th January. However, the next day my phone had "no service" on the top of the mobile screen and I have been unable to make or receive any calls since. Tomorrow will be day four of having no service and despite makes several calls to Vodafone and visiting two different stores, no one has been able to fix my issue. I have been told both accounts were cancelled, then that this was not the case and I did have an account but my last visit into the store, the staff member could not find my mobile number on the system. I really have had enough and need this problem fixed immediately. I have had multiple sim swaps and had the phone checked out and there is nothing wrong with it apart from Vodafone not providing me any service. I really would appreciate someone please assisting me with this as I am getting nowhere either on live chat, in store or over the phone. This is possibly the worst time for this to happen as I am awaiting calls that are very important for my future and I am due to go away this weekend coming and need my phone to be working by then. Please could somebody assist me with this matter and get my phone up and running again as it should be?

Hello, Vodafone Reference Code: WRT135 [#12225718]. To cut a long story short, I would like to cancel my Contract without incurring the penalty fees due to Vodafone not providing the service I am paying for monthly (Sim Only Contract). I can provide the letter I have recently sent to Vodafone, which outlines the details in full, as an attachment if required.

I applied via online chat for an upgrade on 15th October 2015. Went onto online chat on 16/10/15 only to be told order wasn't completed properly. Re-ordered and they gave me a discount. Was assured that bill date will stay the same and no extra costs will be incurred. It took 11 days and several online chats before I received my phone. I was assured by a supervisor on online chat that I will not be charged for the handset until I receive it. I received a text on the 15/11/15 saying I owed £20.03. I phoned Vodafone and was told that was an error and he will send the bill back for recalculation and not to worry my bill date will stay the same and I will only pay the amount that I am supposed to pay. I received a text on Monday stating that my bill was overdue and the total was £114. How can this be? My normal charges were £54, with my discount my bill should be £49.30. After speaking to Walter for an hour on Monday he realised for some reason there was two accounts - one with £54 credit on it. He promised that he would combine the accounts, also take off the late payment charge and also alter the credits as they were showing as owing rather than a credit. He promised they would get in touch with me by today with the new bill. I also received a text yesterday stating that my services have been restricted and will be until I pay the £114. I definitely do not owe that much and even if I did my bill is not due til 23rd of each month. What on earth is going on. Sick to the back teeth of Vodafone, I have had so many empty promises and have spent so much time dealing with them. The left hand doesn't know what the right hand is doing. As for their online chat they are absolutely useless!!!!

At the end of November 2015 I have upgraded my phone to a 12 month new contract to an iPhone 6s 64gb which the upgrade normal price is £279 I did this via Vodafone online chat as a customer with Vodafone for many years the deal was £150 credited back to my account. I then rang Vodafone customer services up to make sure the deal went as discussed but turns out that this is not the case and 6 weeks on I'm still trying to get this resolved to add further stress Vodafone has charged me £79 on top of the £279 original upgrade price to £358 all this before Christmas. I had rang Vodafone numerous times and had this matter escalated to a manager but no resolution in sight.

My son has seen out the terms of his contract with Vodafone and although he got into debt has a payment plan which he has been paying he no longer wants to use Vodafone as he's provider and they are demanding £500+ to terminate his contract his debt has been passed on to a debt management company fpc which is part of the Lowell group what can he do? :?

Placeholder for reply's from Vodafone web team WRT135 [#12400498]‏ cheers

I'm completely at the end of my tether with this company and unfortunately there is not a short description of how they have messed me about. It all started when I got my bill at the end of July 2015 for £330.15 which was incorrect and a mistake by Vodafone. I had been overcharged by around £158 which was eventually credited to my account. I have been with Vodafone for over 10 years; I have three mobiles on my account and would consider myself a very good customer. I have never missed a payment in all the years I have been with Vodafone. • When I received this bill for £330.15 I called 191 to query it and the adviser agreed that it was wrong and told me that he would fill some forms in and have it sorted in 24hrs • 48Hrs later I called 191 again and found it still hadn't been sorted, I then called 191 repeatedly for the next 6 days speaking to various advisor's trying to get this sorted out. Eventually I was told it was definitely sorted and I wouldn't hear any more about it. • On Sunday 2nd Aug I got a text saying that if I didn't pay my bill that my service would be restricted, I assumed (wrongly) that this was a mistake as I had been guaranteed by your advisor that everything had been sorted out. • On 9th Aug I got a text saying that my service had been restricted as I hadn't paid my bill. I then called 191 (again) and was told that it was a mistake by Vodafone and the restrictions would be lifted within 2 minutes. • One hour later, still no service on any off my mobiles, (again) I called 191 and was told that they had forgot to lift the restrictions at the technical end and that they would do that now and it would all be ok. Finally after this last telephone call my service has been reinstated. I put all of the above in writing and sent it to the customer service department recorded delivery and never even got a reply. I followed it up 1 month later with another recorded delivery letter asking why I had not had a reply, again still no reply!!! When I got this big bill the first thing I done was cancel my DD as I was not giving Vodafone a free reign to just take whatever they wanted from my account. Once it was all sorted It took me till Dec to get the DD set back up again this took loads of 191 calls and live chats and wasn't sorted till I eventually went into a Vodafone store and the guy told me a box had not been ticked and that is why it had never been set back up again. The next saga was trying to get world traveller added to one of my numbers for a trip to the USA, again, after numerous 191 calls and live chats it was supposed to be added. Unfortunately when I got to the USA I found that it had actually not been added and the phone wouldn't work. To top this all of I received a call from the Vodafone sales team on Thursday 17th Dec 2015 (01709 918625) saying that I was paying to much per month and that she could change my price plans to save me money. I gave her both barrels about all of the above. I got an apology and was told she would put a note on my account and someone would be in touch to discuss, I've I heard this a million times now but no one ever gets back to me. After I got this of my chest we then discussed the various options on my account. I agreed to have one of my numbers increased to 6gb of data unlimited calls and texts for £41 per month and another one of my numbers changed to 6gb data and unlimited calls and texts for £33 per month. and she also offered a refund of £120 for charges I had incurred for going over my data usage. Yesterday Mon 22nd Dec I receive 2 emails from Vodafone, it now turns out that they have put one of these deals on the wrong phone and they are actually charging me £49 per month for both plans and not the figures agreed on the phone. and no sign of the £120 refund. When I found this out I went onto my online account and it was saying the same info, I then started a live chat and got the usual muppet who didn't have a clue what he was doing and couldn't do anything to help. Hence why I am now on here looking for a way forward??? I am extremely disappointed, exasperated and absolutely fed up with Vodafone and its call centres. I have much better things to do with my time than spend hour after hour on the phone to their staff because they keep making mistakes and getting things wrong. Any help or advice would be much appreciated, Thanks in advance Robert

I will try and keep a long story short. Car about to die so for the first time ever checked my CRA,s vodafone default from 2010! Recalled a Lowell letter in 2013 about this so called them. They bought the debt, could not prove it was mine and closed it in 2013 . They sent me the vodafone statement on the account which so last payment 2007 and defaulted February 2008 . Lowell you will be pleased to here gave me compensation for chasing a statute barred debt! I contacted vodafone who replied with "pay by 24th July and we will remove the default as it will be over 6 years old. Lowell docs say the default was registered in February 2008 yet vodafone placed it in 2012 but their letter says statute barred 24th July this year. I have the docs from Lowell so will get a sar going at VF what should the next steps be. I feel I already have enough to take VF to court. Ex pertain asked for info from VF and then hid the default as they had no reply in 28 days. When I checked today it was back on for the third time and all VF did was copy and paste the letter sent to me saying pay by the 24. This has caused me loads of pain and so it continues. Spoke to the ICO and not great lep there either.

Hi,just joined,i am in the same boat,going through hell trying to get my money refunded for an online PAYG phone i never got & trying to get my money back. I am waiting on resolver with my case to see if they can help,at the end of our tether my wife & I are pensioners we need our £70 back.

Hi, I've been having a tortuous time with Vodafone the last few months, it initially started at the tail end of November, when my phone inexplicably had no signal, reboots the lot, no luck. After 3 phone calls to Vodafone it was finally established a cancellation request was made by me (?!?!?! most certainly wasn't!), for the phone number. It took a further 2 weeks of constant phone calls before I eventually got onto someone who appeared to know what they were doing, and 24 hours later the phone was working again. HOWEVER, it has yet again happened, on the 21st of this month. The number was yet again deactivated, and my phone is now unusable once again. And has been for the last week, in total I've had 3 weeks without service. I really cannot continue with this level of service unreliability, as I've had to buy Skype credit (so the issue is now is financially damaging) to make phone calls. I'm at a bit of a loss what to do, when I call up, I've gotten to the point where I know the customer services advisor im talking to has absolutely no clue what is going on, and is effectively passing the buck when saying it will be active within 2 or 3 days. I'm now saying, look I know you have no idea what to do, can you pass me onto someone who does. Even the next person i'm passed onto is clueless! I'm rather at the end of my tether, and ideally if i can terminate the contract and move onto someone else who can actually provide a reliable service i'm quite happy to do that. But suspect that Vodafone would moan and threaten the early termination charge even though as far as I am aware, the contract is currently being breached by themselves. They specifically state a reasonable time period within the contract, although this really does not give any indication, I would think when I am told by a customer services advisor (have recorded phone call), that it will be 2 days (or the 10's of other occasions where different time frames have been given), that this is the reasonable time period. So in a nut shell, I have a dead phone, with no resolution on the horizon as I've been unable to get to the chaps who know what they are doing. I'm really not quite sure where to go from here! Any advice would be most appreciated! Thanks!

Hello, 20th January I received two phone calls from one number. 21st January, the same number called me. Upon answering, the vodafone rep asked me a few questions about my phone, what i use it for etc etc. After explaining to the vodafone rep that I work night shifts and her call woke me up, she persisted in asking me questions. I answered a few more questions and could feel myself waking up even more... In the end, I became annoyed and told the rep that I am going to have to end the call because I need to sleep in preparation for my night shift. The rep still persisted in asking me even more questions!!!!!! So, I become more annoyed and ask to speak to a manager or supervisor. The vodafone rep apologised and said all managers are busy, but someone will call me back. No call was received. My question: I have contacted vodafone for a PAC code so I can keep my number and move to a mobile supplier who does not contact its customers with sales calls etc. But now that Vodafone have my number, am I likely to receive calls from them in the future when I am with my new provider? I know this may not seem a huge problem to some people, but as I work nights and need as much sleep as I can in the day, I do not want vodafone to persist in calling me!

Hi, I'm hoping for some advice. My wife has a cell phone contract with Vodafone and in March she visited our local vodafone store and added 2 additional lines into her account. These were data only sim cards for use in portable devices that Vodafone offer on a 1 month minimum term contract (ie cancelled with 1 month notice.) These were used for a short term requirement, and in May she contacted Vodafone to give notice to cancel and remove these two sims cards via the online webchat. The customer service representative accepted the request and confirmed that the cancellation had been accepted and the cards would cease in 30 days. We have a copy of the transcript here. A couple of months later, my wife looked at her bill and saw that she was still being charge for the 2 data sims card. She called vodafone this time, and spoke to the customer care team. They acknowledged that the cancellation had been received and had not been cancelled in due to a systems error. They apologies, confirmed that the cancelation was now actioned, and promised to refund the months that were charged in error. In September, I turned on a device with one of these sim cards installled and found that it connected to mobile broadband service. I notified my wife, who checked her bill - and saw she was still being charged for the sims cards. They are still active and no refund received. This time she visited the store to express frustration. The store staff told here they cannot help and she must phone customer services. She phoned customers services. Was told that the cancellation has not happened in error and that it has now been actioned. Refund is forthcoming. In October the sim cards are still active. My wife is in tears with frustration, but I tell her to call again. this time she is told that because the card was used in September (when I switched on the device) she will not get a refund for September, but otherwise, it's an error, really, truly the cancellation has been processed and she will get a refund minus September. Last week, no refund, cards still being billed, we went back into the store and spent two hours making a nuisance to the poor staff there to try to resolve it. They say they can't do anything but make a note on the system for a supervisor to look. I'm looking for advise what to do next? Vodafone owe several hundred pounds in payments they've taken. While acknowledging that they should not be, they seem unable to stop billing for the service. We've both spend hours and hours trying to resolve it over 7 month period. My wife doesn't want to cancel the direct debit, because she still needs her phone, which remains active on the account under her contract. Can anyone suggest next steps? Thanks!

I upgraded my phone with Vodafone on 11 October 2015 and was offered £75 credit as part of the deal. When my previous contract finished on 18 September 2015, my automatic payment was stopped by Vodafone, resulting in £37.60 being unpaid on 18th October 2015. I was not aware of this. I made the payment after receiving messages to advise my payment was overdue (payment authorisation provided by advisor on 191 call). However, when I received my latest bill on 8 November 2015, a £62.50 credit has been applied as a charge together with Octobers payment of £37.60 plus a late payment charge! I contacted Vodafone about this via Live Chat and 191 on numerous occasions to be assured the bill has been recalculated and the matter has been resolved only to find out £177.33 has been debited from my Bank account. I have contacted Vodafone however there is conflicting information on my account. My local store tells me there is a hierarchy system issue. My Vodafone App tells me by bill has been paid and nothing is due, so does my account online, however there seems to be a problem with their systems which is causing me to receive inflated and a incorrect bill.

Hi, My father passed away last week and I have a phone number on his account that receives a lot of my calls still. I wanted to port this number to my data phone as my priority is unlimited data as well as receiving calls to that number. Is this possible? As I've had this number since before the turn of the century and want to keep the contacts. My data phone is not vodafone, but I would be happy to switch my old number to an unlimited data account on vodafone if there is one but 6gig seems to be the maximum I tried to call the bereavement team but it said they had an emergency and then cut off each time. So I'm not sure what to do now R

Now this is going to be the opposite of most complaints regarding Vodafone bills but I'm hoping you guys can offer some advice. Long story short is that I had multiple issues with Vodafone which resulted in them crediting my account so that I got one month free. This corresponded with changing my tarriff and now every month it shows that my monthly bill will be £105.00, this is until my billing date when this changes to the credit sum of -£32 and it states that I have nothing to pay. This has happened again this month for the third month running which means that I have not paid them during that period. This is obviously down to some error on their part after the changes they made to my account. My question is this - Is it my responsibility to contact Vodafone and tell them of this or is it down to them to realise their mistake and rectify it? Also are they within their rights to charge me for the months that they have not charged me for or because the error is at their end can they not request this payment?

I appreciate any help and advice I can get on my case as I feel I have hit a brick wall with Vodafone. I will try and keep the summary below brief. In short I sought to upgrade my old 12m contract to a new 12m contract and upgrade my old iPhone 6 to a new iPhone 6s Plus. I placed a pre-order, only to receive a 6s and not a 6s Plus which was delivered around 5 weeks ago now. Phone was returned promptly as possible. Vodafone charged me for the upgrade via direct debit and have yet to refund me for the returned handset. Furthermore they have not rolled back my tariff as I was advised to ask them to do, and there has been a problem with my contract dates, meaning they do not see me as being owed a new handset, believing I have already upgraded. My old iPhone 6 has been associated with this new contract and I have had problems unlocking it as a result, to this day I have not been able to successfully unlock the phone. So to summarise, I am owed £385 plus the difference of my new tariff versus my old tariff (approx. £10 for the 2 months that have elapsed), an apology for the sheer incompetent and inaccurate customer service wouldn't go amiss either. Given the time elapsed I will soon be considering legal action if not resolved to my satisfaction. Long version: On Sep 12th, 2 weeks before the release of the new iPhone I received an email inviting me to upgrade. I called customer services and explicitly placed an order for a 6s Plus and agreed to a new monthly tariff. On Sep 24th I received an email from Vodafone thanking me for my 6s order. I queried with customer services to be told not to worry and a 6s Plus was on the way. On Sep 25th I took delivery of a 6s and not a 6s Plus. I called customer services who told me I could try and return the phone to store, but would most likely need to wait for a returns bag which I was told should be with me within a couple of days. 1 week on and I had not received a returns bag. Another call to customer services revealed a returns bag had never been ordered for me, but one would be dispatched. Extremely frustrating, but this time a returns bag did turn up. It was also confirmed to me I was due to pay for a 6s Plus and not a 6s, so appeared to be a "picking error". I received the returns pack and posted the unopened box back on Oct 7th, and can see via tracking the package was signed for on the 8th. No confirmation of receipt of return was given to me, despite customer services claiming I would be sent an email or text updating me with the status. On Oct 14th I called customer services to confirm they recognised I had returned the phone, which they did. I was informed I would be charged for the phone in my next direct debit payment. I asked if, given receipt of my handset, they could reverse this charge, but they said no. I was told the refund payment would be processed within 72 hours, but to this day there is no sight of the refund. I was given the option of cancelling the direct debit payment (including the contract payment), which I declined as I didn't want to end up in a situation where I was showing a missed payment opening a whole other issue. At this point I asked for my tariff to be rolled back to my previous contract terms, and was told this would be done. On 15th Oct I was unable to make or receive calls, despite having full signal. I thought this might have to do with a tariff adjustment. On visiting my local store to home this seemed to be a network issue that was resolved 3 days later, but over this time I could not make or receive calls via 4G. No notice from Vodafone on any network issues. On 19th Oct I visited a store local to my work to check on the process of my refund, my tariff change and my showing of eligibility to upgrade. Nothing had changed despite being more than 72 hours since I was told these changes would take effect. On 20th Oct I attempted to unlock my iPhone 6 which was now past its 12m contract date, only to receive an email saying I hadn't yet paid 3 months worth of bills on this device. It then became apparent my old phone had been linked to my new contract. A further visit to my work branch saw me have to repeat the sorry story again, and this time the sales rep sent an email to "HQ" telling them what needed to be done. I saw him type the email and it covered all the necessary points. Despite promising to keep me updated, this individual has not contacted me once with an update. The manager local of the branch local to my home has called sporadically but hasn't manage to resolve any of the key issues. On Oct 27th I sent a recorded letter to Vodafone head office, detailing the above points, requesting I wanted the above to be rectified; a refund for the handset and the excess tariff charge, to be able to upgrade my phone and to be able to unlock my old phone. It has been a week now and the letter has still not been signed for. I cant recall sending a recorded delivery letter and it not being delivered within a couple of days. I called customer services last night on 3rd Nov, explained my story again and was told it takes 72 hours for a refund and they had been promising this for nearly a month. I told her I had written a formal letter of complaint and would be seeking further action to recover monies that I am owed if not resolved, to which she hung up on me. Throughout this process customer service has been atrocious, plain and simple. Lies is a strong word, but it would appear I have been told false information on numerous occasions. No one seems to be able to help, and no one I have been able to reach in the company has any authorisation to override what is a relatively simple mistake, and a mountain has been created out of a molehill. I have spent hours on the phone to 191 and would estimate the average wait time is about 45 mins, and on more than one occasion I have been cut off. I will not hesitate to proceed with a small claims charge if need be. Vodafone have been quick to take money from me, and slow to refund, and have not refunded when they have said they would have. This has caused me some financial inconvenience as I have had to move money around to cover this handset charge that would usually be offset by me trading in my old handset. I would be extremely grateful if anyone with sufficient authority at Vodafone could contact me to resolve this (if this person even exists), and to also receive some advice on how I would prepare a case for a small claims court and what I should be looking to claim for. I would need to take a day off work, so would seek cost associated with this too. Beyond the financial aspects, I would like to receive an apology from Vodafone, for what is their error, but yet I am the one having to chase all loose ends to try and get a resolution. Thanks for taking time to read.

Had 2 letters recently from Lowell's chasing an old Vodaphone bill back from 2008-9, the default was registered on my credit file on 03/10 so coming up to be statute barred, No contact or payment has been offered/made. Lowlife have dug it up and sent me a letter a couple of weeks ago giving me 15days to reply as they see no reason why its not been paid etc... today i get another letter from then, they do seem to struggle with counting because they gave me just 14days still maybe it's a newbie? if you don't pay etc we may take further action including court action. .what would be the best way to procede as i'm reluctant to make contact in any way due to statue barred in under four months. ..would they race it to court in that time or send threats to? many thanks

Hi, I need help with vodaphone. I paid them to cancel my contract a few months early - so i basically paid for the remaining months. They said they will cancel the contract. i started a new contract for a phone which i gave to my daughter. The direct debit was high, but i didnt think much of it - because my daughter was always on the phone. 2 years later i took out another contract, still the bills were a bit high. After checking with vodaphone, they said the original contract had not been cancelled, and i have been paying for 2 contracts for nearly 4 years. I know - my fault for not cancelling the original DD with the bank. Subsequently the bank recouped all the money for me according the DD guarantee scheme. Now Vodaphone are chasing me for £1019, which the bank recouped. How do i get them off my back. They sent the bill to a debt agency, after speaking to the debt agency it was returned back to Vodaphone to chase it.

Vodafone have placed a default on my Credit File that is ruining my life and that of my family for an alleged £14 outstanding payment in Jan 2014 that I had no idea about as that did not contact me in anyway and I only found out when told to check my credit file. I have never missed a payment in my life (including the 24 months with Vodafone despite some dodgy high bills) my contract ended and my number ported out, on contacting Vodafone they said if I paid the £14 they would remove it so as It was costing me more to be off work and causing the embarrassment of not being able to open a new bank account, I paid as a "goodwill gesture" as suggested. The long and short they lied and I am now facing losing the house that will provide a stable home for my family as the default is still there and only showing as satisfied (which I am told is just as bad by my MA) Vodafone cannot provide any evidence and just pass me from pillar to post I am totally devastated and really becoming very very depressed as this is ruining everything I have ever worked for!!! Re: SPAM: WRT135 [#12185858]

I have written to Vodafone numerous times to resolve a dispute on my credit report but they have now issued a letter of deadlock that states they will not alter their reporting to the credit agencies. I have also been through the ombudsman service and they have sided with Vodafone. I am wondering what else I can do to get them to rectify this error? I cancelled my account with Vodafone on 5 March 2013 as I moved to the USA in February 2013. When I called to cancel on 5 March 2013 I made a payment of £112.89 to settle my account and reconfirmed by e-mail that my account was settled. I received an e-mail from Vodafone customer services that there was a credit on the account for £65.65 and therefore assumed everything was in order until I requested a UK credit report in 2014 that showed that Vodafone were reporting me as in default for £47. I immediately called and settled the amount even though I did not understand why I owed them money despite them saying I had a credit on my account before I left. Apparently Vodafone sent me letters telling me I owed them additional funds. However, they knew that I would not receive them as I told customer services that I had left the country. They had my e-mail address and could have contacted me by e-mail to ask for additional payment but they did not. Instead they reported me as in default without making a reasonable effort to contact me knowing that I had left the country. I have therefore never received notification that I owed them additional funds, I have never received a notice that they were about to report me as in default and I only discovered an issue when I checked my credit report. Vodafone are now reporting my account as once in default but now satisfied. In resolution I would like Vodafone to reflect the true underlying status of my account, which was flawless until this misunderstanding due to a misleading e-mail from their customer services representative (attached). If Vodafone agreed to reinstate my credit history to show no default then this would be a fair resolution to this misunderstanding. Failure to do so is unfair as I would never have let my credit report fall into default for such a small amount that is now impacting my ability to apply for a mortgage now that I have returned to the UK . The ombudsman suggested talking to Vodafone again (they refuse to talk about it) or the courts. Does anyone know how I would even start a court proceeding? Thanks in advance! Kevin Attahed email from Vodafone: From: "Vodafone Customer Services" Date: Mar 8, 2013 4:59 AM Subject: Re: Cancellation [#] To: Cc: Hello Kevin, Thank you for writing us back with regards to bill on your account. I understand that you are not happy with our customer services. I apologies for the inconvenience caused to you. I regret the level of service you received as this is not the way Vodafone believes in serving its customers. The incident you have highlighted will not only assist us in improving the service we provide in the future but it will also be used to further develop and improve our ongoing training program. As informed you earlier, your number ....has been cancelled on 05/03/2013 and online account has been deactivated upon cancellation of this number. Furthermore, I would like to inform you that you will receive the final bill post the cancellation of your account as per your bill date. This bill will consist of the line rental on pro rata basis, ETF and usage (if any) till the last day. I can see that billing cycle on your account is from 4th to 3rd every month. I would like to inform you that as your number has been cancelled already so final bill will be generated as per the billing cycle on your account. Moreover, I can see that we have 1received the payment of £112.89 on 05/03/2013 by credit card, which got adjusted towards this month’s bill which is generated on 07/03/2013 for £47.24. I also can see that there is credit of £65.65 on your account. I would like to inform you that if final bill on your account will be less than £65.65, so we will return rest of the amount to you. Also, I have sent last 3 bills on your email address ‘......to give you clear picture about your account. With regards to complain, In order to resolve any customer issues we follow an internal escalation procedure. Once you have emailed us we endeavor to resolve your query in the first instance. If you’re not happy with our reply, the query would then be escalated to a Manager in the Email Contact Centre. I trust this information helps. Kind regards, Vismay Pathak Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click 'here'.Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer.

Hi Lee/Vodafone rep, Ordered a Vodafone PAYG phone to be delivered to store. Never took delivery and so contacted Voda support for a refund to my debit card.However, promised refund still not received. Have chased multiple times since the beginning of October (phone & web chat) with no joy. Please assist. Thanks.

This is a long story..... On Wednesday 2nd December at approximately 19.15 I upgraded one of our moniles. At 19.45 I received an text message confirming this and it stated the delivery would be made to our old address. So, I called you and spoke to someone who said she would change the address on the delivery. You did have my new address but had failed to delete my old one! The woman I spoke to put me on hold - after 20 minutes someone else came on the line and had no idea what I was on about. So I went through it again. He couldn't do anything and advised me to call back Thursday morning. By the end of the call I had spent over 2 hours on the phone (including waiting times). Thursday morning at 8am I called and spoke to someone. First he contacted the warehouse and found the phone was still there. However, the people at the warehouse, for some unfathomable reason, would not change the address on the parcel. Nor would they stop it from being despatched. Very strange. So, the person I was speaking to said he would send a redirection form to DPD with the correct address. After about an hour on the phone, he assured me this had been done. That evening I received a text message telling me that the phone was now with DPD and gave me the tracking details. So I tracked the parcel. Well, wouldn't you know, but it was set to be delivered to my OLD address still. So I called Vodafone again, spent yet another hour and a half on the phone, and got absolutely no where. Friday morning I checked the DPD website again. It still had my old address. So I called Vodafone yet again. After explaining the situation for the umpteenth time, the person I spoke to called DPD whilst I was on hold and sent them an email to confirm the address change. I was assured all would be ok. This took nearly another hour. At 9.43am I received a text message telling me the phone would be delivered between 14.43 and 15.43 to my OLD address. Again! This time I called DPD who assured me they had received absolutely nothing from Vodafone. He was not allowed to contact the driver to stop him delivering the phone and the only thing he could do was delay the delivery by a week! So, I found myself on the phone to Vodafone again. After a 20 minute wait I spoke to someone (it was around 10.15). She sent another redirection form to DPD. She then called DPD to check they had received it. I was on hold the whole time and after 30 minutes, she kindly HUNG UP on me. So I called back, spent another 15 minutes waiting before the call was answered. This time, the person spoke to DPD and actually got back to me. They hadn't received the information but I was told the address would be changed and I would receive the phone on Monday 7th December. All told, including waiting times, I spent around 6 hours trying to sort this out. I am not happy at all, to say the least. I sent the above by email on Friday 4th December. When I got a reply it said to chat to someone on live chat about it. This was Saturday evening at approximately 18.15. So I did. After 30 minutes of chatting and me explaining that all these calls would cost me £42 in charges (I had to use a landline as my mobile does not work, hence the early upgrade) I was told that, as a goodwill gesture, Vodafone would credit my account with £50. Sorted. Or so I thought. This morning my new bill was produced and the £50 credit isn't showing. I did yet another live chat and was told there was a delay but that the credit wouldn't appear until next months bill (conveniently). but a priority had been placed on it to ensure it was done within 24 hours. I double checked the bill about 10am and noticed a couple of discrepancies and charges on there (namely being charged £16.50 for 0.3 gb of data usage). i was told tough, basically. What had happened was that my partner got a text to say he was near his allowance and to text back to get an additional 2GB of data for £10, which he did. He was also charged £6.50 for going over his 1GB of allowance. A few days ago he called Vodafone and double checked that this extra 2GB of data isn't an extra for every month and he was told he could cancel it from the 8th December (his billing date). So he did. Except Vodafone cancelled it from that day! Anyway, I got no where with that on the phone so i now have to pay £16.50 for 0.3 GB of data which is unfair. I also asked about the £50 credit, to which I was told I would not be getting. This is despite being told by 2 people, on live chat, that I would. To say I angry right now is an understatement. And I still haven't received the new phone. Apparently I should get that tomorrow.

Long story but here goes I did a credit check on myself in regards to getting a mortgage. It had a default on it from Lowell, which was dated 05/05/2013. I thought this was strange has I had no contact from Lowell or Vodafone in 18 months, Lowell and Vodafone even had my wrong address. Obviously this has meant my mortgage has been refused. I phoned Lowell up and said, I would make a final payment on the basis the default is removed or the account status marked as satisfied. They agree and took the full payment. The amount owed has changed to satisfied, however the account status is still default. I also checked yesterday and the date of default has changed to 01/03/2012, around the actual time that the account would of defaulted. This has confused me, any explanation why they would of put it 05/05/2013? just spoke to Lowell, requesting the account status be changed to satisfactory or removed altogether. They told me this could not be done by them, but by Vodafone. I told them I would like a refund (I said you have gained money from me by deception, and that is against the law). Which they agreed to do. They explained that I would have the balance shown on my credit file. I told them that was fine, and I would take a dispute up with Vodafone. In which they replied "Any dispute must be taken up with them":???: she told me the default was applied by Vodafone, even though it has Lowell Portfolio as the name on the credit file, but that any dispute must be through Lowell and not Vodafone. So now I am confused. Anyone shed a light on this madness? I was debating whether I should write to them asking for the copy of my credit agreement with them. Am I right in thinking that if this is not available then the default should be removed? What other action/complaints can be made? this whole fiasco has cost me a house. I would go as far as causing me quite some emotional distress. I know Lee is registered on here, and have spoken to me and he has been quite helpful. I have some paperwork I need to send to him once I borrow/buy a scanner so will not discuss the issue with Vodafone until I have spoke with him. But it looks like there was no debt. So what action should I take now? Who should I dispute this default with? If all else fails, could/should I take legal action? Thanks in advanced for any help