Vodafone's 24 month refusal to send final bill

[KAM]

I wrote to Vodafone in July 2015 to cancel 3 contracts. fast forward 24 months, letters, emails, calls, ombudsman ruling against them and I still don't have my final bill to check. Just a demand for various amounts (latest £841) and lies upon lies on my credit fle. Does anyone know how I take legal action against them? Small claims doesn't seem to fit the bill. This is making me ill with worry. Any help welcome, Karyn.

[Kati]

Re: Vodafone's 24 month refusal to send final bill

Hi [MENTION=106447]KAM[/MENTION] to LB

I'll give [MENTION=19723]Lee Vodafone Company Rep[/MENTION] a shout for you xx

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Thank you so much! I'm so grateful. x

[slainte caragh]

Re: Vodafone's 24 month refusal to send final bill

Hiya Kam,

Whilst we wait on Lee (who may I add is amazing at what he does) could I ask for some more info?

What was the original complaint against Vodafone?
How long was the initial contract for?
What was the actual ruling from the Ombudsman and what was the reccomendation?
Have Vodafone given any acknowledgement for your request?
What was the incorrect information on your credit file?

this gives Lee a heads up and will help him to move quicker..


Coffees on you Lee

Callie <3

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Hi Callie,
I had 3 contracts, one of my kids ran up a big data bill so I had a conversation with Vodafone and arranged that my phone (the main one for the contract)would receive a text if any of my 3 phones got near their data limit again. I paid the bill. Months later it happened again, so I tried calling Vodafone several times about it and eventually was told that the previous arrangement was not technically possible and I had basically been fed lies. At this point I wrote to Vodafone requsting cancellation of all 3 contracts and my final bill with early termination fees detailed so I could check them. I also demanded all future contact in writing given the info above.

One phone was on a relatively new contract, one was about halfway through and one was just sim only.

The Ombudsman ruled (after I wrote 3 times to cancel and was completely ignored) that they had to cancel all charges and fees from August 2015 onwards, apply the original early temination fees, add a discount for being bandits and clear my credit file completely.
They have never produced the bill to prove this has been done, simply sent various emails and the odd letter asking for varying amounts that, although they seem to be able to calculate, they can't send the calculations to me. I had to fight with them (backed again by Ombudsman) as they falsely claimed they couldn't clear my credit file until I paid (the bill that hasn't been sent). Eventually they did clear my file.
This year, despite not hearing from them since November 2016 when I emailed then (cc'ing Ombudsman) and told them finally to send me the bill or write off the debt) up they popped on my credit file claiming I had made payments January to May 2017 but missed June??? I called and spoke to someone at Vodafone they peddled the same rubbish as above (we can't clear your credit file until you pay us), ignored the fact it was complete lies and although nothing has appeared this month on my file, the smear from June remains.
I have one email from November 2016 them when they send me a bill for useage from Sept 2015 - February 2016 in response to my numerous requests for the final bill - when I pointed out that this was not only clearly not the requested final bill but instead showed billing and charges that were supposed to be cancelled as per the Ombudsman, I was told they were unable to produce an amended bill?
Its a complete nightmare over the simplest of things. I catagorically will not pay a bill I have not seen, even if I were not dealing with the notorious overbilling company Vodafone, I prefer to follow Martin Lewis advice and insist on seeing a bill.
At the end of the day, after 25 months of anxiety over one of the most difficult periods in my life I dont feel I should pay them a red cent and I really want to go to court so a magistrate can decide who is in the right here.
Sorry for the rant. Poor Lee!!
Karyn x.

Hiya Kam,

Whilst we wait on Lee (who may I add is amazing at what he does) could I ask for some more info?

What was the original complaint against Vodafone?
How long was the initial contract for?
What was the actual ruling from the Ombudsman and what was the reccomendation?
Have Vodafone given any acknowledgement for your request?
What was the incorrect information on your credit file?

this gives Lee a heads up and will help him to move quicker..


Coffees on you Lee

Callie <3

[Vodafone Company Rep]

Re: Vodafone's 24 month refusal to send final bill

Hi Karyn,

I'm sorry to hear of your experience.

So I can access your account to see what's happened, email me via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "Legal Beagles".

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

Kind regards,

Lee

Vodafone Social Media

[slainte caragh]

Re: Vodafone's 24 month refusal to send final bill

Thanks Lee, hoping the info above helps mate

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Hi Lee,

I have submitted the form, nothing received so far.

Thanks for helping, I'll post the reply once I have it. Karyn.

Hi Karyn,

I'm sorry to hear of your experience.

So I can access your account to see what's happened, email me via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "Legal Beagles".

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

Kind regards,

Lee

Vodafone Social Media

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Morning,

reference [#16876409]. Hope this helps.

Karyn.

Hi Lee,

I have submitted the form, nothing received so far.

Thanks for helping, I'll post the reply once I have it. Karyn.

[Kati]

Re: Vodafone's 24 month refusal to send final bill

[MENTION=19723]Lee Vodafone Company Rep[/MENTION] ... KAM's got their code xx

[Vodafone Company Rep]

Re: Vodafone's 24 month refusal to send final bill

Thanks Lee, hoping the info above helps mate

No worries Callie, I'm sure I'll get to the bottom of things.

Morning,

reference [#16876409]. Hope this helps.

Karyn.

Hi Karyn,

Thanks for coming back to me.

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

Kind regards,

Lee

Vodafone Social Media

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Unfortunately, Lee from Vodafone has been unable to help, conversation below.. I am beyond frustrated at the response from Vodafone - why won't they answer the question that is the main issue? As for offering to remove LIES from my credit file in return for paying the bill I have not been sent - well just wow?!? Can I please go back to my original question of what legal acton can i take to force this matter to court. I'm not sure if small claims fits the bill. Would I sue for the bill they are claiming I owe plus the countless hours of my precious free time I have lost in 24 months trying to get a bill sent. They have not taken any court action against me so I have to raise it against them. Can anyone please advise?


Hi Karyn,
Thanks for your email.
I've just tried to call you and left a voicemail message.
I'm sorry to hear of your dissatisfaction with the level of service you've received.
I've checked your account and can confirm that credits totalling £528.41 (inc. VAT) were applied on 31 October 2016. These covered all charges billed from 22 August 2015 onwards, as well as a goodwill gesture of £100 (inc. VAT) and reduced your outstanding balance from £666.44 (inc. VAT) to £138.03 (inc. VAT).
As advised by the Ombudsman, early exit fees totalling £703.95 (VAT exempt) were also applied and resulted in a final balance of £841.98 (inc. VAT).
Although the above action was taken, I can also confirm that no further bills have been issued on your account since 22 August 2016.
In regards to your credit report I can confirm that we arranged for the negative information from August 2015 onwards to be removed on 7 November. However, this action was taken as a result of an administration oversight. For clarification, the amendments should've been carried out once the final balance had been paid. A letter advising you of this was sent 24 November.
As your final balance remains unpaid, account 680471546 has remained open on your credit report. However, once this amount has been paid, I'll arrange for the late payment recorded in July 2017 to be removed and for the account to be marked as settled.
To make payment via credit or debit card, please let me know when you'll be free between 8.30am-3.30pm tomorrow.
Kind regards,


Lee



Oh dear,


This is why I asked for legal advice and not someone from Vodafone. Your email is quite simply ridiculous. Here's why;


*No mention whatsoever of Vodafone's failure to send a bill for 24 months, which is effectively the main complaint. Why do you keep ignoring this point??? I specifically ask why no bill has been sent and you ignore it completely.


*No mention of breaching your own terms and conditions regarding the sending of a final bill.


*You list yet another calculation I have never been given - can Vodafone explain please why this was not sent once these amendments were applied, despite numerous requests. I specifically complain about receiving randon figures by email with no proper invoice and that is exactly what you also do???


*No breakdown provided of how the sum of £703.95 was calculated. Or the credit of £528.41 (another figure I have never been given).


*The clearing of my credit file was certainly not an administrative error, what a nonsensical statement. The much-peddled line of "you must pay the unsent bill before we can clear your credit file" was sent to the Ombudsman who told you (vodafone) off for this claim and made you clear my account November 2016. I have lost count of the amount of times I have been told this and challenged it. Stop telling lies Vodafone!


*No mention of why no legal action has ever been taken against me for non-payment.


*No mention of why no contact with me or bills sent from October 2016 and the whole of 2017.


*I received no letter from you on 24th November - please provide a copy. I was communicationg with you via email but I received no written correspondance.


I believe I have made my position clear as regards paying Vodafone and I'm afraid I take great exception to your ludicrous offer to take a card payment. I'm absolutely not going to until a magistrate or judge tell me to. While I appreciate you offering to look into this and your time, you have unfortunaterly ignored all of the issues and just wasted my time. Sadly this is what I have come to expect from Vodafone.


I'll keep seeking proper redress for this matter through legal channels.


Sincerely,

[KAM]

Re: Vodafone's 24 month refusal to send final bill

Dear Lee, I have copied and pasted the information from the Ombudsman regarding my credit file and the unsent bill for £841. I don't know who fed you the line about only clearing it due to an 'administative error' but I hope the information below will show you that I am telling the truth about this matter, unlike your employer. I received this email on 30th November 2016.
Sincerely, Karyn.

I would like to provide some reassurance surrounding the remedies agreed. I have included these remedies below for reference:

• issue an apology in writing for the shortfalls in customer service;
• credit your account with £100 as a gesture of good will;
• remove any adverse credit markers from August 2015 onwards;
• ensure all of your agreements are cancelled from 22 August 2015; and
• clear any charges on your account from 22 August 2015 onwards and apply the early termination fees of £703.95 to your account.

I am aware Vodafone contacted you to advise your credit file would not be updated until the balance is cleared. I have discussed this with Vodafone as this action is not in line with the remedy issued.

Vodafone has confirmed your credit file has in fact been updated. It has removed all adverse credit history from August 2015 to the date of decision.

For more information about Ombudsman Services visit our website www.ombudsman-services.org

Yours sincerely,

Steven Cartwright
Operational Team Manager

Ombudsman Services: Communications

[Amethyst]

Re: Vodafone's 24 month refusal to send final bill

Kam, would you have a copy of the ombudsman adjudication at all. There does seem to be a different reading of it by Vodafone than by you so might help to get a third eye over it.

If it is a full ruling you can apply to enforce it just as a court judgment so worth checking it if both parties accepted but Vodafone have failed to comply.

I also don't understand why Vodafone can't send you a full breakdown of the sums and the final invoice. It seems to me this would clarify matters ( and issues that remain) and would bring this to a swifter conclusion. I would normally suggest a subject access request to get full transactions and everything g else held by Vodafone about you and the account but with a 40 day timescale it might not help quickly, and you shouldn't have to ... but still worth thinking about.

[Amethyst]

Re: Vodafone's 24 month refusal to send final bill

Crossed posts - just having a read of ombudsman letter