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** LOST ** Vodafone refuse to help

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  • ** LOST ** Vodafone refuse to help

    Hi there, can you help?

    At the end of July, I excitedly took out an upgrade with Vodafone and looked forward to getting my mobile. However, I just as quickly lost my job and all things financial took a turn for the worse. I struggled to pay my bills and was falling behind with my payments including to Vodafone. I contacted their webmail team in September and was told that a repayment arrangement could be put in place as long as I pay a bit towards that months bill. I agreed thinking I could but in the end just couldn't find the cash to do so.

    I then didn't get in touch for a couple of months as I felt embarrassed and Vodafone didn't contact me other than a text saying my services would be restricted if I didn't pay up. Then in November I received a letter from fpc DCA saying I owed 228.31 and that Vodafone value my custom and are keen to work with me and come to an arrangement and I should call them to make full payment and discuss my financial position.

    I decided not to ring them but wrote a letter directly to Vodafone instead, explaining my financial situation again - they didn't reply.

    So I waited. My mobile service was then completely disconnected which I was expecting. They called and I told them about the letter I sent them. I was told in no uncertain terms that no-one told me to write to them and as far as they are concerned, my contract with them has been cancelled and a final bill will be sent out to me.

    I received the bill on Saturday for a total of 768.95 which includes 471.30 for cancellation prior to contract end date and a 4.17 late payment fee; the rest is the overdue balance.

    I know this is all my fault but I really thought Vodafone would have at least given me a chance to try and clear the debt through instalments. If anyone else has been in this position, I would really appreciate some advice on my next step.

    Thanks...

    A.
    Tags: None

  • #2
    Re: Vodafone refuse to help

    Hi welcome,

    Vodafone are unfortunately one of the worst service providers for pressing hard for what are really unjustifiable cancellation charges and failing to listen to customers problems.
    These charges on the final bill 281 + how long a period did this cover?
    The advice I give and draft letters provided are drawn from personal experience and career training and are given freely and without liability.

    Please make your own decisions with care and if necessary seek qualified legal advice. I will not advise by private message. If you'd like me to look at your post please tag me in your post by typing @nemesis45;.

    If you receive messages from anyone offering advice for a fee please report it to the site team.


    Animo et fide.

    Comment


    • #3
      Re: Vodafone refuse to help

      If you search for Lee from Vodafone on here, he will be able to look into this and will try and do his best to help. Good luck!
      "Family means that no one gets forgotten or left behind"
      (quote from David Ogden Stiers)

      Comment


      • #4
        Re: Vodafone refuse to help

        Hi amunray,

        Thanks for making me aware of this.

        So I can access your account, email me with your details via the Contact us form here and quote the code WRT135 - FAO Lee in the subject line.

        Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

        Kind regards,

        Lee

        Social Media Comms

        Vodafone UK
        I am an official company representative of Vodafone UK.

        LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

        This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

        Comment


        • #5
          Re: Vodafone refuse to help

          Hi nemesis45, sorry for the late reply.

          I have had a look through the bills (really confusing) it doesn't say the period it covers only what the overdue balance it but I think it's probably from around September 2014 as I contacted their webchat service on the 10th September.

          Sorry I can't be more accurate.

          A.

          Comment


          • #6
            Re: Vodafone refuse to help

            Thank you leclerc, I think Lee has contacted me already so will reply to him now also.

            A.

            Comment


            • #7
              Re: Vodafone refuse to help

              Hi Lee

              Thanks for the quick response.

              Unfortunately, when I click on the Contact us form link the page comes up with the following:

              Problem loading page

              Secure Connection Failed

              An error occurred during a connection to help.vodafone.co.uk. Peer's certificate has an invalid signature. (Error code: sec_error_bad_signature)

              Is there another way of contacting you?

              A.

              Comment


              • #8
                Re: Vodafone refuse to help

                Hi A,

                I've just checked the link and it's working now.

                If you have any further problems with it, email me with a contact number only at eforum.web@help.vodafone.co.uk.

                To make sure it reaches me, quote the code WRT135 - FAO Lee in the subject line.

                Kind regards,

                Lee

                Social Media Comms

                Vodafone UK
                I am an official company representative of Vodafone UK.

                LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                Comment


                • #9
                  Re: Vodafone refuse to help

                  Hi Lee

                  Still getting the error message on that link.

                  Vodafone have cancelled the contract so have no phone for you to contact me on so will send you an email so you will at least have that.

                  Regards

                  A.

                  Comment


                  • #10
                    Re: Vodafone refuse to help

                    Originally posted by amunray View Post
                    Hi Lee

                    Still getting the error message on that link.

                    Vodafone have cancelled the contract so have no phone for you to contact me on so will send you an email so you will at least have that.

                    Regards

                    A.
                    the link seems to work OK to me - https://help.vodafone.co.uk/system/s...d=rdr-12105-01 - try clicking this one instead tho' :tinysmile_twink_t2:
                    Debt is like any other trap, easy enough to get into, but hard enough to get out of.

                    It doesn't matter where your journey begins, so long as you begin it...

                    recte agens confido

                    ~~~~~

                    Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

                    I can be emailed if you need my help loading pictures/documents to your thread. My email address is kati@legalbeaglesgroup.com
                    But please include a link to your thread so I know who you are.

                    Specialist advice can be sought via our sister site JustBeagle

                    Comment


                    • #11
                      Re: Vodafone refuse to help

                      Thank you Kati

                      The link you gave works!

                      However, I emailed Lee yesterday using the code he provided.

                      A.

                      Comment


                      • #12
                        Re: Vodafone refuse to help

                        Morning Lee

                        Please find the reference number given in the automated response I received.

                        Reference number:
                        #9182349

                        A.
                        Last edited by amunray; 17th January 2015, 10:52:AM. Reason: spelling mistake corrected

                        Comment


                        • #13
                          Re: Vodafone refuse to help

                          Hi A,

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

                          Kind regards,

                          Lee

                          Social Media Comms

                          Vodafone UK
                          I am an official company representative of Vodafone UK.

                          LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                          This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                          Comment


                          • #14
                            Re: Vodafone refuse to help

                            Hi Lee

                            Thank you.

                            Just a quick update though; I have just received a Notice of Default letter from Vodafone reiterating (by letter now), that my account has been cancelled and unless full payment is received within they 'may' register my account as a bad debt with a credit reference agency or instruct a Debt Collection Agency to collect the payment which will incur additional fees of up to 15% of the original bill charges. The letter then goes on to say "even at this late stage, we can still re-establish a full service and avoid further action being taken.

                            The last bit totally contradicts what was said in the last telephone conversation I had with them.

                            Anyway, I will wait to hear from you.

                            A.

                            Comment


                            • #15
                              Re: Vodafone refuse to help

                              Hi A,

                              As promised, I'll call you later today.

                              Kind regards,

                              Lee

                              Social Media Comms

                              Vodafone UK
                              I am an official company representative of Vodafone UK.

                              LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                              This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                              Comment

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