Getting vodafone to take back a debt so it can be paid without DCA charges

[feefofum]

On behalf of a friend:

 

His bill with vodafone is enormous (£700) because they've cancelled his contracts due to non payment and added the cancellation fee's to the bill (he had a notebook and mobile phone contract).

 

He received a bill on the 27th July from vodafone and called them this morning to discuss payment. He was told that the debt was passed to a DCA (Fredricksons) on the 15.7.10 and he needs to call them to arrange payment. To date he has not heard from the DCA and only knew this from calling vodafone this morning (why are vodafone still sending bills if the debt is now with the DCA)?.

 

Given that DCA's add stupid charges to the account can we do anything to 'persuade' vodafone to take back the account? They were refusing point blank when I spoke to them on his behalf this morning so I know that from now on everthing nedes to be via registered post... is there any legal statute I can use?

 

I have successfully got the council to take back his CT debt so surely vodafone can do the same?

 

Any advice greatly appreciated. he's not denying he owes this debt and he does want to pay it, but quite rightly does not want to pay the extra charges the DCA will put on.

 

Vodafone have said he can pay the DCA the full amount he owes from line rental and calls which is £400 and then they would take back the account and reinstate his line rental and he would then pay this direct to them (vodafone).

 

This apparently 'may' work out cheaper than paying off the cancellation fee but they couldn't tell me how long each contract had left to run because they had cancelled the contracts (circular arguement anyone?) but this option is a non starter anyhow as he cannot pay off £400 in one lump sum.

 

Anyone help please? Simply put he wants to pay off his vodafone debt TO vodafone in installments.

[MARTIN3030]

The VF webteam dont guarantee anything but they will surely do what they can.Not sure whether they will be prepared to deal third party with you-wait and see what they suggest.

Hang fire for someone to pick this up.

[locutus]

Debt collectors can either collect a debt on behalf of the original creditor (Vodafone) OR buy the debt from the original creditor. If the 1st has happened you can still pay Vodafone. If it's the 2nd, the DCA actually owns the debt. BUT your friend has no contract with the DCA so your friend is well within his rights to not pay their charges. I'd go so far as to say, DCA's buy the debt for a fraction of their costs, and commonly settle for less than the actual debt.

 

Now, for more clarity, Vodafone actually have a webteam that frequent this forum, however as it is dealing with your friends account, they will have to talk to them. Get your friend to read this and follow the instructions :-

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.

It will be picked up by someone knowledgeable, friendly and most importantly fair (Don't let that comment go to your head Lee if you read this ) so I'd suggest you get your friend to give it a go At least your friend will know where they stand, and what the best course for action is!

[MARTIN3030]

Fefo can you just clarify the dates that the bill relates to ?

What periods does this cover (dates)

[feefofum]

Hi Guys,

 

Thanks for your quick responses.

 

Martin, I don't know what 'dates' you mean, can you clarify please? Are you asking me for when the contract(s) started with vodafone, or the dates he started to get into debt with them, or something else?

 

Re: the bills. .. The call charges appear to be an accumulation of unpaid charges over many months (I don't know this for sure but I can check this evening), to which the bill dated 27.7.2010 from vodafone adds the cancellation charges to bring the amount to £700.

 

I am confused as to why vodafone would send a bill on the 27.7.2010 when the account has been passed to the DCA. Surely if they've 'sold' the arrears to the DCA then its no longer vodafone's debt so they shouldn't be billing for it. Alternatively if the DCA are collecting the debt on BEHALF of vodafone, why would vodafone's collection team not allow us to pay them directly?

 

btw, I pointed out the issue that vodafone would probably receive less than the amount owed if it went to the DCA because of the precise reasons that they commonly settle for less than the debt... the collections teamat vodafone seemed non plussed by this.

 

I will get my friend to register an account here on CAG and contact the webteam at vodafone immediately. Meanwhile, any letters I can begin to write? Anything else I/we can do?

 

Thanks again

[locutus]

Personally I'd wait and see what the Vodafone Rep comes back with. They'll clarify everything and your friend will know where they stand.

[Lee Vodafone Company Rep]

Hi feefofum,

 

This does seem a rather confusing state of affairs from the information you've posted but as the guys on here can attest to I'll do my best to get to the bottom of most queries I come across on CAG.

 

As locutus has advised if you or your friend could get in touch with me with the account details I'd be happy to take a look at this. Naturally, I'll only be able to liaise with the registered account holder unless of course they've granted us with permission to liaise with a named third party.

 

Once the email has been sent just update the thread with the email reference number from our automated reply and I'll pick things when I next in on Thursday.

 

In regard to the dates which Martin alluded to I think he was asking about the dates between which line rental and out of bundle usage charges have been charged. If you can't establish this don't worry I'll be able to check this once I have your friend's details.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee (and others who have answered).Many thanks for your quick replies.

 

I will get my friend to email Lee this evening with a link to this thread.

 

As I am helping him deal with his finances what kind of permission do you need from him to liaise with me? Would an email from him with my details and me cc'd in be sufficient?

 

I'll keep you all updated with the outcome. Many thanks again.

 

BW

 

Fi

[Lee Vodafone Company Rep]

Hi Fi,

 

Thanks for coming back to me.

 

An email from him should be fine but should there be any problems I'll give him a quick call and take things from there.

 

If he's already send the email could you update the thread with the email reference number so I can track it down?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee,

 

My friend has emailed Vodafone through their 'contact us' on their website. The automated reply to his email had the subject line: WRT135 [#3391616]

Monday, 9 August, 2010 9:25. Is this the reference number you were lookng for?

 

Unfortunately there is a 900 character limit on the contact us email, which was too short for my friend to be able to explain his situation. However he saved it as a word document which he/I can send to you if we have an email address for you?

 

I look forward to your reply.

 

Many thanks

 

Fee.

[Lee Vodafone Company Rep]

Hi Fee,

 

Thanks for coming back to me.

 

I've checked our emails and can confirm that I've got it and will reply as quickly as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee,

 

Many thanks for this. Do you have an email address (pm me if possible) where I can write to you with the full story? Unfortunately the character limitation in the 'contact us' form on vodafone's webpage meant my friend could not give you the facts of his story, merely provide permission for you to liaise with me.

 

I have a copy of the email he intended to send with the full story, so either contact me and I will forward it to you, or contact my friend and he will reply by email.

 

Many thanks

 

Fi

[Lee Vodafone Company Rep]

You're welcome Fi.

 

I'll send you PM in a moment with alternatives contact details for me.

 

As soon as I've received the email I'll take a look at things and get back to you.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Many thanks once again. I've sent my friends email to the address you provided which outlines his situation and I hope you can help.

 

He is facing up to his debts though it will take him a long time to pay them all off (with my help and this FANTASTIC site!!). The ridiculous scare mongering of DCA's, and inability of debtors to act "human" does nothing to help people who do not understand their rghts, and in my opinion makes some people bury their head in the sand even more!

 

Hurrah to the vodafone webteam so far.... and THANKS ALL on this site for the great advice and encouragement you give. I have made another donation.

[Lee Vodafone Company Rep]

Hi Fi,

 

Thanks for your email and PM.

 

Rest assured that I'll be getting back to you as soon as I can once I've the opportunity to take a closer look at your friends account.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee,

 

I have replied to your email and apolgise once again for leaving my phone behind yesterday. Please can you provide me with an address with which to write to Vodafone about the account and a possible repayment plan please? Please DO NOT accept this as any confirmation as to what my friend has decided to do next however.

 

I look forward to your reply and thank you again for your help.

 

KR

[feefofum]

Arrgh Computers! I tried to edit the above post but it wouldn't let me.

 

I am asking for a NAMED PERSON to write to at Vodafone who has authority to deal with financial aspects re: my friends account .

 

Neither options offered by Lee/Vodafone are viable at the moment.

 

Thanks again Lee, I look forward to your reply.

 

KR

 

Fi

[Lee Vodafone Company Rep]

Hi Fi,

 

I have got your email from yesterday and will be coming back to you again later this afternoon. Is there a particular time I can call you?

 

Rest assured that I'm happy to work with you both to reach an agreeable arrangement.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee,

 

Have replied to your email from yesterday,..I have a stupidly busy day today so won't be able to get to the telephone.

 

Many thanks

 

Fi

[Lee Vodafone Company Rep]

Hi Fi,

 

That's fine, thanks for letting me know.

 

Your last email has just come through and I'll be coming back to you very shortly.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Hi Lee,

 

Have sent an email to your vodafone work address just now with many attachments. We look forward to your reply and if you need any more information please feel free to email me (better than calling as I can't always answer my phone).

 

Kind regards

 

Fi

[feefofum]

Hi Lee,

 

I replied to your last email 2 days ago asking for a named person to send the post to (I want to make sure the recipient is fully aware of the situation and do not trust a 'generic' department to deal with the matter properly). I will send the required post as soon as I receive the name and address.

 

Many thanks again

 

Fi

[Lee Vodafone Company Rep]

Hi Fi,

 

Rest assured that I'll be coming back to you later this afternoon in reply to your email.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[feefofum]

Dear All,

 

I would like to update this thread to say the matter has now been settled to the satisfaction of all parties. I would also like to publicly thank both the Mods at CAG and Lee at Vodafone for their assistance. Donation to CAG has been made.

 

Many thanks.

[locutus]

I'm sure the donation is appreciated, well done again to the vodafone webteam and a big thank you to feefofum for updating this thread