vodafone 3G mobile dongle - cannot cancel account #9310165. **RESOLVED BY LEE*

[theberengersniper]

Dear all,

 

I'm in need of a little advice regarding a rolling contract for a 3G mobile internet dongle the company I work for entered into, but no longer require. I have also forwarded the details of this thread to web relations team of Vodafone via the email address.

 

What follows is a brief outline of the situation:

 

 

• In January 2012 a colleague purchased a 3G mobile internet dongle and associated rolling monthly contract with Vodafone. The contract is in the company name, payment is taken from the company account, however the associated individual for the account is my colleague.
  
• Fast forward to October 2014, the dongle hasn't been used for over a year and it decided we should cancel the contract, however my colleague whose name is associated with the account no longer works for us.
  
• On contacting Vodafone I'm told I cannot speak to anyone regarding the account, despite having the account number, payment details and proof that I work for the company associated with the account on hand, because I don't pass data protection. Upon explaining that the associated individual no longer works for the company I'm told there is nothing that can be done on the phone, however they will make contact with the associated individual and request permission to cancel.
  
• Forward to November 2014 I call back, this time speaking to Mike in Vodafone's Dearne Valley call centre. I explain the situation, explain that he should be able to see the account is not in use and that we have no intention of paying for a service we don't use. Mike gives me permission to instruct our accounts team to cancel the Direct Debit at 12:26pm on 24th November.
  
• Forward to the current date - we are receiving letters, via our accountants, from the Vodafone Credit and Collections team, demanding payment for outstanding monthly fees.
  

 

 

My question is this:

 

 

1. How can we cancel an account when the only person who passes data protection is no longer here and cannot be contacted?

[dx100uk]

We here at CAg have a very successful VodaFone Rep operating here

.

We advise you to follow this method to alert them to your thread:

.

If you'd like any help from Lee, email your details via the Contact us form here (https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&PARTITION_ID=1&CONFIGURATION=1000&COUNTRY=us&LANGUAGE=en)

you MUST PUT the code 'WRT135 - CAG Forum' in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this

Vodafone UK

.

CAG.

[theberengersniper]

Thank you dx, I emailed their web relations team directly via webrelations @ vodafone . com, an address I found by searching CAG. I did quote WRT135 - CAG in the subject of that email. Do you advise I also email via the link you posted?

 

Thanks and regards,

Fraser.

[BankFodder]

Of course you are receiving these letters. Don't you realise that you are dealing with Vodafone - who are systematically incompetent when managing the accounts of their customers. That was your first mistake. Your second mistake is not having recorded your call so you have no evidence to support what you say.

Read our customer services guide and change the way you do things when you deal with companies on the phone.

In the meantime it may be best that you ask for help from the onboard VF customer services rep. He will see your thread and respond sometime today, I expect.

 

Let us know how it goes and whether more robust help is needed

[dx100uk]

Thank you dx, I emailed their web relations team directly via webrelations @ vodafone . com, an address I found by searching CAG. I did quote WRT135 - CAG in the subject of that email. Do you advise I also email via the link you posted?

 

Thanks and regards,

Fraser.

 

 

yes go get the ref number that is emailed back to to please follow my link

 

 

dx

[theberengersniper]

Thank you both.

 

The reference number returned via their website is #9310165.

 

Via their contact form I simply linked to this topic, rather than attempt to outline my issue.

[dx100uk]

that's great lee should pop in today or tomorrow I expect

 

 

dx

[Lee Vodafone Company Rep]

Hi Fraser,

 

I've got your email and I'll get back to you as soon as possible.

 

Kind regards,

 

Lee

 

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Vodafone UK

[theberengersniper]

Thank you Lee. I'll look forward to hearing from you in due course.

[theberengersniper]

Hi all,

 

I thought it may be useful to provide an update on how things are progressing here.

 

The issue was picked up by Lee. He and I spoke on the phone and hit the same data protection issues I had with the Vodafone call centre, namely, none of the information available to me passed data protection so the status quo remained.

 

It was later decided the only way to resolve the issue was to provide Vodafone with our previous employees personal details such that Lee could make contact with him and obtain the necessary authorisation to cancel.

 

Fortunately our former employee was accepting of his mobile phone number and address being given to Vodafone and so Lee was able to make contact with him on Wednesday 4th February (I know that because our former employee contacted me to tell me). I'm currently waiting on Lee following this up with me.

[theberengersniper]

By way of a further (and hopefully final) update:

 

I received an email from Lee this morning informing me he has arranged for our account to be cancelled and any outstanding charges (charges made after we cancelled our Direct Debit) to be credited.

 

So, I hope that is an end to the matter. Thank you for the advice and also to Lee for resolving the situation.

[dx100uk]

well done lee

 

 

10/10

 

 

is your cra file clean on this too?

 

 

dx

[Lee Vodafone Company Rep]

Hi theberengersniper,

 

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

 

Kind regards,

 

Lee

 

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Vodafone UK