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Vodafone didn't update my address & registered a default!!!!**Resolved**


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I am looking for some advice please about how to remove a default that Vodafone has applied in error.

 

In October 2008 I wrote to Vodafone informing them of my new address (B Street) and provided the 30 day notice to cancel my contract.

 

Vodafone wrote back in October 2008 to B Street confirming the contract would end in November 2008.

 

My ex landlord at W Road committed fraud on my account and £600.00 debited my bank account. This resulted in my Vodafone Direct Debit being returned unpaid in November 2008. which I was unaware of as Barclays due to the fraud wiped any charges that had occured as a result of the fraud.

 

On 3rd March 2009 my ex flatmate forwarded me a letter from CJGarland.com stating I owed Vodafone £38.00. I paid this online to CJGarland.com and thought that was the end of the matter.

 

I am emigrating to Australia on 21/5/2012 and have a job lined up in banking. I therefore checked my credit file on 15/2/2012 to see what accounts were open so I could get everything closed down before moving to Australia. (Last week I paid off a £6500 loan 4 years early :-) )

 

On checking my credit file I found Vodafone had registered a Default on 10/3/2009 which was marked as unsatisifed.

 

I wrote Vodafone a letter and sent in the post on 16/2/2012 advising that I had found the default and requested that it be removed as I had made the payment.

 

On 1/3/2012 I had not received a response to my letter therefore I called the customer services department .

1.15pm I was advised I needed the old post code for you to access the account

6.45pm I was told the account was not in my name therefore they could not discuss the account due to data protection

6.50pm I was told that the account was with debt collectors who I should contact on 01429 402431 to raise the complaint. This number does not work.

7.30pm the agent took ages to find my account blaming it on updates and system issues. The agent laughed at me when she saw my account. I asked for the correct telephone number she provided 01429 402 431. I advised this number doesn't work and she told me they do not have another one and to go on yell.co.uk and enter Garland Debt Collectors. I tried yell.co.uk this company does not exist. I have googled this company and the only Garland Debt Collectors that exist are a Texas USA based company.

20.45pm I sent an email to Vodafone Customer Complaints at [email protected] advising of the issue. I received an automated response advising that would contact me within 24 hours

I called Vodafone again on 2nd march and was advised the account is now with cap quest.

I emailed Capquest Sunday 4th March and submiteed complaint to them.

 

Tuesday 6th March I called cap quest at 1.15pm and was informed account had not been with them since 2009. I emailed Vodafone a 1.30pm advising that I had not received response within 24 hours as promised and that they had misinformed me about who the account was with.

 

On 9th March I updated my address in case Vodafone have been trying to respond to my complaint email by letter which is why I have not have a response within 24 hours as promised. I emailed Vodafone to let them know I had changed my address with the Customer Services Centre.

 

15th March I emailed Vodafone stating I received a response stating the details I have provided do not match their records. I sent another email providing the account number, mobile number and information recorded on my credit file.

I phoned collections as the bank statements had arrived which proved I’d made the payment. Sophie said she would call me back. I received a voicemail from Sophie in the Collections Department on evening of Thursday 16th March 2012 around 7pm advising the default would be removed within 14 days as I provided her the payment reference for 38.66 to CJGarland.com

 

21st March I received a response advising to attach a scanned copy of the payment and was advised that the debt collection agency no longer exists. The same day I receive an email stating the account isn’t under my name. I had already provided the details to Sophie in the Collections Department and was supposed to be on Holiday when I received this so I advised I would send the details when I got back.

 

23rd March Vodafone emailed me and told me the agent had lied and I would need to send proof of payment to QA Assurance team.

 

28th March 2012 – I sent the complaint via recorded delivery including the proof of payment which I made on 3/3/2009 to QA Assurance team

 

On 29th March letter dated 26th March which was the response letter to my letter dated 15th February 2012 arrived!!! No mention of Vodafone not changing my address and they say I haven’t made the payment.

Wrote letter back on 30th March again with proof of payment and I have requested proof of default being sent to B Street.

 

11th April 2012 Vodafone change my default date from 10/03/2009 to 1/03/2009. I made the payment on 3/03/2009 so this appears illegal to me???

 

Sorry this has been long but can anybody help me please,

 

1. Surely the default is illegally marked as Vodafone did not update my address? Therefore I was not notified?

2. I have provided proof of payment that I paid it before 10.03.09 surely moving the default date from 10/3/2009 to 1/3/2009 is illegal given I made the payment on 3/3/2009. I paid it before the default date and on my credit file it now looks even worse!!!

 

 

 

 

 

 

 

:-(

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No help yet, I phoned Marihane in Egypt at Vodafone customer Services @ 10.41 who promised a call back by 3pm. Suprise Suprise another promise from Vodafone broken, no call back made.

 

However, thank you for your advice how long does Lee take to respond. Im pannicking, this complaint was 8 weeks on thursday and I have a job where I need to pass a credit check starting in 5 weeks. Tickets booked for Oz look like they need to be cancelled, job of dreams gone.

 

I will email them now many thanks

 

Sam

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This Lee seems to have some sense from the other posts I have read. Its just getting so close to judgement day when I either get on that flight or not. I am sick with worry, I should be excited about my new life, new job, going to live with my partner who went out there for work in January but I can't because of this. I have sent so many emails to the vodafone care team that my email knows im sending it there as soon as the letter C is typed. Just awaiting the automated number through now.

  • Haha 1
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Hi Lee, you advised me that the default would be removed within 48 hours. I don't know whether it's Equifax being slow but I haven't received notification from them of any changes to my credit file. Please could you confirm when the default will be removed so that I can advise my manager that it is fine to go ahead with the credit check required for my transfer.

 

Thanks

 

Sam

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Hi Lee, received notification from Equifax that you have removed the default. Thank you very much :-) Very happy with you, finally I have spoken to someone @ Vodafone who cares about their customers.

 

Still need the reimbursement & compensation part of my complaint looked into as this error has caused me stress, worry and had an impact on my bank account for the extra costs.

 

I can look into how much this has cost me over the weekend if you like. Off the top of my head without working everything out it's 3 months equifax subscription @ 6.99 per month (Now cancelled, great not to be dripping out my account anymore now this is fixed!!!) 2 x credit score checks £5.99 each, Phone call to the Debt Collections Agency from a mobile, 4 x letters sent recorded delivery think about £2-3 each, £10.00 payment to Barclays to order statements, I also had to take 3 hours off work to go to a Doctors appointment for stress. Also gone through 2 ink cartridges, thats the 65 page complaint letter which I sent twice to Vodafone (QA Assurance & Complaints Team), Information Commisioners Office and the Ombudsman. My mum let me off one of them but had to buy the other one. That was £8.00 off Amazon, but I can double check that.

 

Thanks for all your help Lee. Its a shame that out of all the members of staff I have spoke to over the last 9 weeks you and Sophie from Collections were the only ones who seemed to care. I do unfortunately still have a big dent in my confidence in Vodafone.

 

Sam

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Exactly, what I want more than anything else though is for Vodafone to agree to cancel my contract early so I NEVER have to deal with that company everagain. I have lost faith that if anything happens where I need to contact them they will actually help, there customer service has been that bad.

 

The Ombudsman confirmed on Thursday via email they have received the complaint and continue to look into reimbursement and compensation as Vodafone have yet to address this.

 

Also received notification in the post from the Information Commisioners Office that they will be looking into this part of my complaint also.

 

26 days remaining until my flight so hopeful this will get sorted.

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  • 2 weeks later...

Hi Lee,

 

I sent you the breakdown of what this has cost me on Thursday. You advised me on Friday you would be in touch.

 

Today is Wednesday and I haven't heard anything regarding the reimbursement and compensation from you.

 

How long will this take, as your aware I'm flying soon and I need to get my bank account balanced before I go???

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Oh and Lee.

 

I phoned for a termination fee and I want told £560!!! I phoned in February and is was told £492!!! Please explain how being a customer for longer means that you will charge me more to leave you. Like I have said I don't want to be a customer of Vodafone's again. My partner took internet through Vodafone however, after everything that has happened the last 12 weeks he has decided to leave you. Can't cope with the broken promises and lies!

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Please could you advise when this would be as your aware I first logged my complaint on 15/2/2012 it is 5/5/2012 I fly on 20/5/2012 and you will need to send a cheque give it time to arrive and be able to put it in the bank.

 

My bank account is £50.00 overdraft because I was out of pocket this month. I have no more pay days left until I'm in Australia so I would highly appreciate it if it didn't take any longer to sort out. This complaint is way over the 8 week timescale (by about a month) already and making me wait another day and another week is very unfair.

 

I appreciate that you said it would be dealt with but u have had the breakdown of what this has cost me for over a week now. And you have my original request for compensation about 6 weeks ago....

 

Please deal with this in a timely manner, I have sent the ombudsman a copy of what I sent you detailing what this has cost me.

 

Please also explain my original question

 

""I phoned for a termination fee and I want told £560!!! I phoned in February and is was told £492!!! Please explain how being a customer for longer means that you will charge me more to leave you. ""

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So why was I lied to in February ??

Hi Sam,

 

Please be assured that your case remains in hand and I'll endeavour to get back to you as soon as possible.

 

In regard to early cancellation fees these are calculated by multiplying your monthly line rental charge, less VAT, by the number of months remaining of a customer's minimum contractual commitment. This fee is also reduced by a further 2% in line with our regulatory requirements.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Hi Lee,

 

Thanks for your reply, apologies but that still does not explain why the contract is more to cancel further into my contract than in February.

 

We do not seem to be getting anywhere in regards to the reimbursement and compensation part of my complaint despite this complaint being raised on 15th February 2012.

 

I will contact the Ombudsman today and make them aware to continue their investigations as you previously advised me to request that they wait until Vodafone have finished their investigations which I have done. Unfortunately, I am still chasing this complaint up every 2-3 days and have not yet received from you a date when you will have resolved my complaint.

 

As you are aware I am flying in 11 days, arriving in Australia on 21st May 2012. I am worried that due to this complaint my bank account will be overdrawn as I had budgetted to the last penny, regrettably not taking into account 1. how much this complaint will cost me 2. that Vodafone would increase their early termination charge from £492.00 quoted in February 2012 to £560.00 quote in May 2012.

 

"When something goes wrong with a company, it's not the issue that ruins customer confidence it's how quickly and efficiently that company fixes the problem".

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Once the trust it gone, the trust is gone

 

In this case Vodaphone has the OP over a barrel.

 

The OP is starting a new career in banking & wants to get rid of Vodaphone because they have defaulted once & the OP just doesn't trust them not to do it again.

 

Obviously the OP will just pay up.

 

In the circumstances I think that Vodaphone should cancel for a nominal amount rather than be seen as a money-grabbing uncaring company that shouldn't be trusted.

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Vodafone reimbursed my costs think it was totalling £180 and reduced the line rental for 3 months. But I just requested this be knocked off the earlier termination charge and paid the termination fee. I fly in one week and after 3 months the Default is finally removed, I have been reimbursed and I saved money on the settlement figure which I have had in my savings account with the full intention of leaving them this month anyway due to flying to Australia, I am just pleased that my bank account is not in the red and I am leaving without this hanging over me anymore.

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I have done the search, thank you for bringing this to my attention. During a rant about Vodafone down the pub I found out a friend has been defaulted with Vodafone very similar situation to this. I will make them aware of this post.

 

Turns out 3 of my friends have defaults which they believe are in error from Vodafone. All directed to these message boards. This message board has been a god send!

 

Personally, I am a PAYG customer from now on, phone contracts are more hassle that they are worth!!!

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I will see them next Friday. I will let them know :-)

 

All the best

 

Sam

 

Hi Sam,

 

Thanks for updating the thread to confirm that this has been resolved for you.

 

 

To ensure that the concerns of your friends are investigated could you ask them to email me with their details via the Contact us form here quoting the code WRT135 - CAG Forum in the subject line?

 

As you'll know, once they've sent them they'll receive automated replies with reference numbers. To ensure that I receive them they're welcome to start their own threads and post their respective reference numbers and I'll get back to them as soon as possible.

 

Best wishes and all the best for your future in Australia.

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 4 weeks later...

Hi Lee,

 

My Phone still appears to be locked to Vodafone UK despite paying the early termination fee. I was looking to get Vodafone Aus pay as you go sim but it wont work as the phone remains locked.

 

Please could you arrange for the phone to be unlocked.

 

Many Thanks

 

Sam

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  • 1 month later...

Lee,

 

I have received online notification via email that Vodafone have sent me a bill....

 

How can this be when this has already be finalised???

 

I am getting rather annoyed that this situation continues even though I have been in Australia for 6 weeks and my contact was cancelled on 22/5/2012. How in July do I have another bill.

 

I paid what I owed for May!!

 

I have emailed regarding this but have got the "for security please confirm the last 2 numbers dialled..." email!!

 

Hi Sam,

 

I hope that your move has gone well so far.

 

You can request an unlocking code for your phone online via our website here.

 

In the event that you've requested this already could you let me know the reference number of your request to enable me to get it followed up?

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

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