Vodafone incorrect default again me for 3years - help what are my rights?

[Franceslouise13]

I had a contract with Vodafone back in 2009, I did missed two payments mid 2009 and therefore I was dealing with this with Vodafone. I had made payments to Vodafone as requested. My phone was cut off when I was told it would not be and I was continually told different things but different members of the customer support team.

 

I HAD made payments to Vodafone as asked, and then a letter from the debut collectors arrived?????? I called Vodafone and they told me it had already been passed over and they could do nothing about it. Even though I had made payments when we had arranged. Therefore I should never of been passed to the debut collectors. The debut collectors told me to speak to Vodafone and Vodafone told me to speak to they debut collectors, they made attempt to help me with the error they had made.

 

In the end after causing much stress I paid the full amount owed to the debut collectors to be done with the situation and stress.

 

I since then have been refused credit by other network providers, banks and even unable to open a bank account. I recently applied for a loan with whom I bank with and was refused to loan. They provided me with some companies they used to check my credit and advised I get a statuary credit report.

 

On dong so I see a default against me from Communications Supplier from Vodafone Ltd Gemini(i), unsettled. This incorrect information has been sat against my name for 3 years. I am disgusted.

 

I contact Vodafone straight away (17.09.2011 a friday at 14:00)

I speak with a lady who on that phone conversation confirms that I owe Vodafone no money!! She informs me that the people who deal with this are not available and she will contact them herself and they will contact me on Monday (10.09.2011). I am informed that this will be corrected and back dated. I hear nothing!!!!

 

I am unable to contact Vodafone as I went into hospital for surgery on the 21.09.2011.

 

As soon as I feel better I contact Vodafone (26.09.201115:00)

I am told there was a problem contacting the people that needed to be contacted??? why was I not informed of this???

 

She sends the e-mails whilst I am on the phone to her and tells me that she will personally contact me as soon as she hears back from the I WILL NOT HAVE TO CONTACT VODAFONE AGAIN!!! I was informed this could take up to 14 days for it to be investigated (why was I previously told it would be sorted straight away?)

 

So today (07.10.2011 16:22) I decided to call vodafone just to check the situation as on Monday it will have been 14 days.

 

I get through to someone and have to re explained the situation (after waiting over 10minutes as usual) she put be on hold to look at my notes. After quite a wait she informs me that a e-mail has been sent by her colleague. I had already informed her of this and again said I waited to know what stage of the process we were currently at? I was put on hold again when she returns she tells me that there is a e-mail stating it has been sorted that it has been back dated and states that it is settled, im advised to wait 24 hours before checking my credit report (24hours from when??? I dont know when the e-mail was received).

 

I then ask her why I was not contacted as soon as this was sorted, as PROMISED (26.09.11)?? She told me Quality assurance could not make out going phone calls??? I told her again that I had been expecting a phone call from her colleague that sent the e-mail? She told me on-one would contact me????

 

I now ask what Vodafones formal complaints procedure is? She told me they dont have one????? I informed her that it is a legal fact that Vodafone must have a complaints procedure??? I was told a manager would contact me within 24hours.

 

I receive a call this evening from a manager, she asks how she can help. I ask her how to make a formal complaint and what is Vodafones complaints procedure? She informs me they dont have one?????!!!!! At this point she has raised her voice to me! she informs me She can deal with a complaint over the phone, I explain I want to do it in writing for legal reasos. She tell me to go to the website and send a email. she has still not informed me of the complains procedure, none of the staff seem to know what this is????? I seriously and disgusted that I have always been told conflicting information.

 

Firstly I should never of had a default against my name!!! Just late payments and secondly why is it still sat against my name 3years later?

 

I am also concerned that other people this has happened to it seems to of taken months to get this sorted and many pailed attempts???

 

 

Please please help

 

Many Thanks

 

Frances

Edited October 7, 2011 by citizenB
formatted for easier reading.

[silverfox1961]

Hi and welcome to CAG

 

This sounds so familiar somehow. Oh yes, they have done it to others too. I bet you didn't even get a default notice either.

 

Anyway, the best way to get this fiasco sorted is to let Lee have a go. OK, he works for Vodafone but he has a good track record here.

 

Click on this LINK and follow the instructions FULLY (including putting WRT135 in the subject line-so many don't). When you get an automated reply number, post it here so that Lee can track your complaint.

 

Do not deal with anyone else from VF as they don't seem to know their head from their elbow

[locutus]

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.

 

[Franceslouise13]

OOOOPPPPS jut read back what I have wrote a few mistakes sorry!

 

Thank you very much e-mail sent I will post the code as soon as I receive the e-mail.

 

Thanks again

 

Fran

[locutus]

No worries fran. Welcome to the CAG and I'm sure Lee will be able to handle this quickly

[dx100uk]

you might find this useful

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?302670-Vodafone-Incorrect-Default&highlight=Philharg

 

dx

[Franceslouise13]

A little update.

Still no confirmation e-mail from Vodafone, I have now sent two e-mails?

I also checked my credit report as Vodafone said it had been corrected. So the default has been lifted and it does state its settled. But the arranged payment dates are incorrect??

Does anybody know, when I check my credit report, does it effect my credit score?

Thank you

x

Fran

[Franceslouise13]

Thanks dx already had a look at this case, its just terrible!!!

[dx100uk]

checking your cra does not change the score

you need to follow this link

 

To help Lee go to www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html and contact them, you will receive a response which will include a reference number, post it back here and lee_vodaphone will look into it for you.

 

 

 

and post up the number

lee is usually around latter today or sunday morning.

[Franceslouise13]

I have done this twice and received no response?

[dx100uk]

no you wont till lee see the mail

 

you need to post the ref number here in this thread

then when he see the thread he can match it to your account.

 

you will receive a response which will include a reference number, post it back here and lee_vodaphone will look into it for you.

 

dx

[Franceslouise13]

Yeah, When I send the e-mail to vodafone (usng the link) I should receive a ref no. via e-mail as confirmation that the e-mail has been sent???? Is that correct?

Sorry to be a pain

 

Fran

[locutus]

When lee visits he'll clear this mess up, but I think it's only when someone in the "web relations team" picks the issue up that you recieve a response... not 100% sure tho TBH.

[Franceslouise13]

Thank you so much

[Franceslouise13]

Somebody from Vodafone called me. He said that he will get in contact with quality assurance again to look into it, as it is still incorrect. He asked that I sent a e-mail of what my credit report with Vodafone currently looks likes.

When I send the e-mail to the e-mail address he gave me I get a failure notice?

Informed him that I am using this forum he said he would be in contact with Lee when Lee see this.

[locutus]

Sit tight and wait for Lee or one of the other Vodafone reps.

[dx100uk]

lee will not be able to 'link' this thread with the running voda email complaint

 

as far as i know

you follow the link in post 10

to the email ad you put in at vodas end

you should get an automated response with a ref number

that get posted here thats how lee knows who you ACTUALLY are.

 

thats the way everyone seems to be able to do it.

 

puzzled

 

dx

[Lee Vodafone Company Rep]

Hi Fran,

 

Apologies for the delay with getting to your thread here.

 

From the sequence of events you've described IT does seem that things have spiralled out of control but I'm sure we can get them cleared up.

Somebody from Vodafone called me. He said that he will get in contact with quality assurance again to look into it, as it is still incorrect. He asked that I sent a e-mail of what my credit report with Vodafone currently looks likes.

When I send the e-mail to the e-mail address he gave me I get a failure notice?

Informed him that I am using this forum he said he would be in contact with Lee when Lee see this.

 

Although I'm not sure who you spoke to I can confirm that I've received no emails in regard to your case and as such I'm currently unable to locate your account.

 

However, and on the basis that you've encountered difficulties with the Contact us form on our website, I'll send you a Private Message in a moment with alternative contact details through which you can reach me.

 

Once you're in touch rest assured that I'll do my best to help you as much as possible.

When lee visits he'll clear this mess up, but I think it's only when someone in the "web relations team" picks the issue up that you recieve a response... not 100% sure tho TBH.

 

In the event that our code WRT135 isn't stated in the subject line then any reply won't have been issued by the Web Relations Team.

 

Kind regards to you both.

 

Lee

 

Web Relations Team

 

Vodafone UK