@vodafoneuk Vodafone ruining my life!!!! WRT135 ***Resolved***

[simon1985]

So Vodafone are seriously ruining my life, and I'm not exagerating!!

 

I called vodafone back in march to tell them at the end of my contract (Wrongly I thought it was end of May and the guy on the phone even confirmed "end of May" but it was actually end of June) I didn't want to continue with the service. I was told in this instance I was ringing too soon and to ring back next month (April), which I did. I was told during this call that it wouldn't be a problem and to ring back next month to get the PAC code. I rang back the following month (May) not to get the PAC code (Tired of cold callers so fancied a new number) but just to confirm that my cancellation was in place (I'd heard a lot of horror stories about cancelling with vodafone and didn't fancy getting burned, but alas...) and I was told not to worry everything was in place and my service would be terminated before end of May. So I left it believing this to be true.

 

June, and I get a bill. I ring Vodafone and I am told that it is actually 20th of June when my contract ends witch I am annoyed about as I'd been told May before but reluctantly agree that June is ok. (I had in fact gone out and got a new contract with another provider before the end of May believing the information I had been given to be true) I am also told during this call that there was no notice of cancellation on my account which I argue and spend hour of my time on the phone to eventually be told that because my account was switched from one system to another they forgot to take the cancellation notice over to the new account, which sounded audacious to me that a company vodafones size could make such a mistake.

 

 

On to July 14th and I receive a full months bill!! I am not happy about this, call vodafone, get put on hold for 50 minutes before the line goes dead, after which I contacted the Ombudsman and got them involved.

 

So the ombudsman, myself and vodafone come to an agreement in August that is thus:

- cancel the contract and remove termination charges from 20 June 2015 onwards;

- award a goodwill gesture of £30 to the account; and

- refund any remaining credit back to you

 

Firstly vodafone didn't adhere to the first and most significant of the resolutions, instead they sent a letter to an address i no longer lived at (I moved out in July and as my contract should have been cancelled and talking to vodafone is the same as talking to a wall, it slipped my mind to mention to them that I had moved) stating and I quote, "I tried to contact you today in order to discuss the cancellation of the contract. I did not want to process an immediate disconnection as you may require the PAC code to transfer your number to a different provider." - The PAC code for a number that at this point I hadn't used in nearly 4 months. Also I don't see anywhere on that agreement where it says "asks the customer to confirm the cancellation" I expected, as per the agreement for it to simply be cancelled back to the 20th June.

 

Secondly, I did get the £30 goodwill gesture credited to my account accompanied with an email to myself saying that if after the £30 is credited my account is in credit that the remainder will be paid into the account my bill payments are taken from. Well that never happened and a few days after the £30 was credited vodafone sent me another bill for the month of August which then meant I owed vodafone something around £7.... So that was a pointless gesture and the £7 is something I wouldn't of paid as my account should have been cancelled back to 2 months previous.

 

Lastly my account is still open today (19th October) and I'm still receiving bills from vodafone and now it is affecting my credit file. My credit report shows numerous defaults on my vodafone account the first one for august (2months after my contract apparently ended) and one for September, just waiting for the October one to show on my credit file and screw me over even more... I've dropped nearly 25% of my credit score due to vodafone and the reason this is ruining my life is because I am currently saving for a mortgage and I have been very good with my credit agreements etc due to this. I was in a position to be accepted by a high street lender at a decent interest rate but vodafone have knocked my credit score to just into the poor category. So 50% deposit if I' m lucky and a sky high interest rate.

 

 

What I'd like from vodafone is a bit of thought in this matter. Cancel my contract and any money owed since 20th June (I was always paid up on time, only payments I missed were these few months because I 1. thought the account was being closed and settled 2. the principle of it, I'm not paying hundreds of pounds for a service I'm not using after the end of contract date because a multi million pound company doesn't like to let customers go. They can keep the £30 goodwill gesture if they take off the defaults/list notice of correction etc on my credit file.

 

I'm at a loss though and thinking only course of action to take is to speak to a solicitor or as my mother suggested this week, approach watchdog and show all the evidence and then maybe this company will take this matter a bit more serious.

 

Any help advice before I go down those routes would be greatly appreciated.

 

Thanks.

[silverfox1961]

Hi and welcome to CAG

 

You couldn't make this up could you!

 

Even after the ombudsman gets involved, VF screw things up royally.

 

We have had some successes with the VF rep we have here so in the first instance, why not give him a go.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-APRIL-2015-**&p=2343766&viewfull=1#post2343766

 

Lee will want to talk to you but he will follow up any discussion with an email to confirm what has been done.

 

Have you suffered a loss to these late payment markers?

 

IF there is a full default on your file, you will want that and ALL late payment markers removed.

 

If VF refuse to help, you can take court action. They do tend to settle before a court hearing.

[simon1985]

WRT135 [#11697844]

 

I guess....?

 

Thanks for your reply silverfox.

 

Suffered a loss? not as such but from where I was 5 years ago I've come a very long way from that dark place but things like this make me think VF are intent on sending me back there. It's just damaged my credit score significantly and as I stated, from being close to getting a decent mortgage rate (or even being accepted with a reasonable deposit) I find myself in a position where no lender will want to touch me....

 

I want all the damage VF have done removed! I'll post a picture if I can to show what this has done and the evidence of when it was done and the evidence of them clearly ignoring the agreement.

 

Thanks, the help is hugely appreciated.

[simon1985]

Ok, I can't post the image but if Lee or anyone want it it isn't going anywhere. But it clearly shows the defaults/missed payments showing in August and September a full 2 months after my account was supposed to be closed and this isn't an issue of me not being aware of me owing VF anything, this is me not paying because 1. I am told time after time (after calls and ombudsman agreements) that my account will be closed and 2. that out of principle, I am not going to continue to pay a corporation like Vodafone for a service that I am not using and that should have been cancelled months ago, although in hindsight I would have been better off paying the £450 a year for the rest of my life and avoiding this stress and damage to my credit file.......

[silverfox1961]

I have added the reference number you posted to the thread title so that in can be found easily.

 

We have had occasions where the VF rep doesn't post on thread but will make contact first via email.

 

There is a way to upload images before reaching the required posts.

 

Convert anything you have to a pdf

Click the reply box then go advanced.

Click on the paperclip and hopefully that will enable you to post images however. make sure you cover all identifying details.

[simon1985]

[ATTACH=CONFIG]59974[/ATTACH][ATTACH=CONFIG]59973[/ATTACH]

 

So you can see in the letter that the person responding clearly wanted to drag this on despite the agreement clearly stating to cancel the contract and any money owed back to 20th June and the second one you can clearly see how I've run past the 2 year contract and when the damage started being done (after the 20th June cancellation date)

 

Another point to make is the "office" number is actually a call center....

[silverfox1961]

You seem to be happy to have your surname visible. Is that correct? if not then I would advise covering them up.

 

On your CRA file they are just showing missed payments, no defaults however they must be removed.

 

Lets hope the VF rep comes back to you soon.

[simon1985]

Had Lee from Vodafone ring me today, think we might actually resolved this issue now, although he did say he'd email me to say that it was all in place etc, but what I've had is 3 emails from vodafone automated system saying firstly, that "I've removed the data cap on my account for when abroad", second email saying "your request to unblock calls to premium numbers" and the last is saying they're dealing with my refund request.

Nothing about cancelling the contract or repairing the damage they've caused on my credit file, but I hoping somewhere along the line they will do this. Which bring me to my question; How long typically before I should see these "late payment" markers removed from my credit file?

 

Thanks.

 

 

P.S. I'm not bothered if people know my surname

[simon1985]

Also I can't log into my Vodafone account now, don't know if this is a good thing or not but I can't personally check that they have reduced my balance or not and without an email to confirm they have closed my account I can't be sure they have.... after all, I have been told by this company many times before that my account would be closed....

[simon1985]

Turns out very quickly I'll see the change on my credit report.

 

Damage undone, score back to just above where it was and climbing.

 

Happy person here after 8 months of this!!!

 

Lesson learned, STAY THE HELL AWAY FROM VODAFONE!!!!

[AndyOrch]

Well done Simon

 

Thread title amended to reflect the outcome.

 

Regards

 

Andy

[simon1985]

Seriously thank you!!

 

Thank you to whoever it was on the Vodafone forum that pointed me over to here. Thank you to Silverfox for his help and advice in this matter. Thank you to Lee from Vodafone for being the only person within that company with a brain cell and a huge thank you to this forum in general for their help and support of little people when facing up to a huge corporation like Vodafone. Seriously, thank you to everyone involved in this matter

[badoffroader]

Simon1985,your case is almost a mirror image of what happened to me,the only difference being I had their debt collectors hassling me also.All my problems stemmed from giving them 30 days notice back on 1st June this year.I have emailed the CEO of Vodafone UK AND the Ombudsman is currently involved.I was informed by a helpful person on here that I may have reason for complaint to VF UK's Data Controller as they had given my details without a good reason to these debt collectors and I will,if I can,follow this up because no matter how big VF UK are,they can't be allowed to treat customers in this way.Glad to hear you got it sorted eventually,Lee from VF did also help me.