Vodafone Default Removal Please Help!!!!!!!! ***RESOLVED***

[Rich3236]

Ref Account No: ********

Tel: **********

 

 

Sir / Ma’am

 

1) I refer to the above account. I am a member of HM Forces and as such have to leave the country for long periods sometimes at short notice. About 15 Mar 09, I was informed that I was to leave the UK to serve abroad starting on 4 May 09. Because of this I knew that I would require to close my account with yourself and pay the outstanding balance.

 

2) On 13 Apr 09, I contacted you via your customer services number and spoke to one of your staff members. I explained my situation in the hope that any waivers that could be given because of my circumstances and that I would not have to pay the remainder of my contract. The lady informed me that no such waivers could be given and that I would have to settle the remainder of my contract prior to cancellation. I agreed and requested a settlement figure to enable me to cancel my account. I also left a forwarding address for any further correspondence. The lady led me to believe that I was only required to pay £37.95 and that my account would then be settled. I immediately paid this amount by Debit card and cancelled my direct debit. At no point was I told that one further bill would be issued and I was led to believe that after the payment, no further payment would be required (If this was explained to me I would have left the direct debit in place for the amount to be taken automatically).

 

3) In Dec 09, I was informed that my family and I would be returning to the UK on 11 Jan 10. Upon my return I applied for a new mobile phone and found myself being rejected for credit. Finding this odd I checked my credit file using Experian and have found that a default for £31 has been noted by Vodafone. I then began investigating. I first contacted customer services about the issue on 25 Jan 10 and spoke with David. He was unable to have full access to the account and stated that he believed this to be an error on behalf of the customer services member when I called to settle my account. He suggested that I compile an e-mail to you on the issue but the service was down when I tried. I would like to take this opportunity to commend David on his personable nature and ability to make me feel much better about a situation which had got me quite upset.

 

4) Due to not being able to reach you by email I again called on 26 Jan 10 at about 1030 hrs, I was spoken to and the operator was able to further access my account. He stated that there was £31 outstanding and that it had been passed to their collections department. He stated that he would inform the relevant person and that they would get back to me in the early afternoon.

 

5) About 1630 hrs on 26 Jan 10, I again called the customer services and requested to speak to the collections department. I spoke to Sheila Mason who explained that she could not deal straight away as customer services would first need to investigate and decide who was at fault. If they believed that I was given misleading information then I would be able to take the matter further and remove the default from my file. I was then transferred back to the customer services advisor who accessed my account and was able to state that the fee I paid on 13 Apr 09, was for an early disconnection fee and that the other fees would have had to be calculated later. After speaking with this man I now understand that I may owe money to your company (Although I believe through no fault of my own).

 

6) If in my conversation with customer services on 13 Apr 09, they had explained that all I was paying for was a Early Disconnection Fee then I would not have took this option, I would have left my direct debit in place and informed you by letter that I would not wish my contract to continue after the period had expired. (THIS WOULD HAVE BEEN A CHEAPER ALTERNATIVE).

 

7) In summation I believe I was given misleading information by your customer services employee and paid £37.95 in good faith believing that this was for full and final payment. I also provided her with a forwarding address to which I have received no correspondence (** ************************************). I am also a member of your online services and you have my e-mail address. No correspondence has been received by this means, you could have also requested that my bank forward the letter on your behalf if you required my attention. I do not believe reasonable steps were taken to contact me before a default notice was applied to my credit file.

 

It is possible that because of the misleading information provided by your staff that I may still owe money to your company. The £37.95 that I paid on the 13 Apr 09, would not have been paid if it was explained that it was only to cover disconnection fee, this would have been more than enough to pay the £31 you say I am in arrears.

 

9) I herby request that the default notice be removed from my credit file and my fee waived due to being misinformed.

 

10) A check of the transcript / recording of the phone call on the 13 Apr 09 will confirm the above account.

 

11) Jonathan, stated that he would put a note on the file.

 

If further information is needed then I can be contacted on ********** during the evening.

 

Regards

 

 

 

I sent this letter to Vodafone at the end of Febuary 2010 and have yet to recieve a responce. In fact at no point have i been contacted by Vodafone, it is alway myself who phones them to follow up the situation.

 

On 29 Jun 10, i spoke to a member of the collections department who stated that if I pay balance then default on credit file will be removed in about 14 days after referal to the Quality Assurance team. I then paid the balance.

 

I then used the email us box on the Vodafone website to see if the action to remove the default was going ahead and received an email stating that i would be contacted within 48 hrs. This was more than a week ago now and no contact.

 

I phoned collections again today and they stated that Quality Assurance have placed a note on my file stating that the payment was made but have not removed the default. The girl stated that i need to take the matter up with Quality Assurance but the only way to contact them is by post.

 

I feel i have already tried my hardest to get this settled whilst i feel Vodafone have done very little. I have PM the Vodafone rep on here to have a look at my thread. If i get no luck, does anyone know how i can appeal to an intermediary to have the default removed on the grounds covered in my letter.

 

Please help. All advice is much appreciated as always.

 

Rich

Edited July 19, 2010 by Rich3236

[dx100uk]

i would remove your phone numbers and names

 

use the edit button

 

dx

[locutus]

If you follow this advice

Hi CAG members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on CAG is with the very best of intentions.

Vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.

https://help.vodafone.co.uk/system/s...PARTITION_ID=1

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.

 

Many thanks

 

Web Relations Team

Vodafone UK.

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue.

then update this thread with the reference number, I'm sure lee will take a look at this for you.

[kiptower]

rich take phone numbers out and anything else that points direct to you exact dates etc

[dx100uk]

you need to send this member a pm

 

we have vodafone on board here at cag

 

http://www.consumeractiongroup.co.uk/forum/member.php?u=260000

 

dx

[MARTIN3030]

Done thanks for alert KT.

[Rich3236]

Forgot those were there. Thanks guys and girls.

[Rich3236]

Ok,

 

Filled out another web email form with WRT135 in the title and my query number is 3060218.

 

Hope this one gets a reply.

 

Rich

[locutus]

I'm sure it will... I'll PM lee just to make sure tho

[Rich3236]

Thank you kindly.

[Lee Vodafone Company Rep]

Hi Rich,

 

It's once again great to see that help was on hand after I left the office yesterday - thanks guys.

 

Having checked our emails I can confirm that we've got yours and I'll come back to you as soon as I can.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[dx100uk]

ruddy part-timers

and he get paid to be on here:mad:

 

dx

[Rich3236]

Thank you Lee,

 

Hopefully a quick resolve will help me finally be able to go for a mortgage.

 

Regards,

 

Rich

[Lee Vodafone Company Rep]

A part-time job - chance would be a fine thing dx.

 

The downside however would be that I'd be spending less time on CAG which may result in withdrawal symptoms.

 

Thank you Lee,

 

Hopefully a quick resolve will help me finally be able to go for a mortgage.

 

Regards,

 

Rich

 

You're welcome Rich.

 

As you can see from the other cases I've handled on here I do get back to people as quickly as possible so as soon as I more news about your case I'll be in touch.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Rich3236]

Thank you again Lee,

 

I look forward to hearing from you soon.

 

Rich

[Rich3236]

Lee,

 

Got your email, and have sent you the information requested.

 

Regards

 

Rich

[Lee Vodafone Company Rep]

Hi Rich,

 

Thanks for coming back to me with the information requested.

 

As promised yesterday, as soon as I have an update on your case I'll be back in touch with you.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Rich3236]

Lee,

 

Much appreciated for the prompt updates.

 

Rich

[twoman]

Hi Rich,

If anybody can sort it,Lee can.

He's just done mine,top guy.

[Lee Vodafone Company Rep]

Thanks again 2man for the vote of confidence.

 

Rich,

 

If you'd like to check your inbox you should see an update from me in there.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Rich3236]

Lee you are a star.

 

Vodafone have agreed to remove the default on my account. YAYYYYYYYYYYY.

 

As soon as the default has been removed i will uppdate this thread as resolved!!!!!!!!!

 

Thank you again Lee, i just wish my whole Vodafone customer service relations history was as happy as the one you provided me.

 

You are doing great things on this site and i will be sure to give feedback through the link you gave me.

 

Regards

 

Rich

[MARTIN3030]

Rich I think from all we have seen from the other cases-if VF have agreed to remove the default-you can be sure that will be acted upon.

[Rich3236]

Well all a very quick resolution from Lee,

 

Looked at my credit file this morning and all is clear. Thank you Lee you have been a great help.

 

Regards

 

Rich

[Lee Vodafone Company Rep]

Hi Rich,

 

Thanks for coming back to the thread yesterday and again this morning to confirm that our promised actions have been fulfilled.

 

As always it's nice to be able to provide a positive outcome to a case and that members are happy to post their appreciation.

 

Take care.

 

Lee

 

Web Relations Team

 

Vodafone UK

[dx100uk]

super lee strikes again.....

 

dx