Hello, can anyone help us please? A family member of my OH died recently and we're trying to sort out his mobile phone with Vodafone. I can't find a non-premium rate line for customer services and their website is very quiet about a bereavement team. One possible problem is that this relative has a Vodafone account that also includes his wife's phone on the same monthly payment. We're trying to cancel his account and leave her account running, with the same mobile number. Any suggestions gratefully received. HB

I have a 24 month business contract with Vodafone, on which I pay for 8 numbers. I have been a loyal Vodafone customer for 10+ years. This week one of the business handsets (iPhone 5s) starting playing up and blue screening. Having checked this online, I found it is a known problem with iPhones. The phone will now not turn back on. This is a business phone/ number and we use this number to give to clients as a main point of contact. I am 12 months into the 24 month contract, and 16 days past the warranty period for the handset. I did some research online and found that under the Supply of Goods and Services Act I have statutory rights to demand that Vodafone provide handsets that are 'fit for purpose'. I would expect that for a 24 month contract, in which I am paying monthly not only for the calls/ text etc but for the handset itself, that the phone would last the duration of this time. Digging a little deeper I found that the EU consumer directive states that 'A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period.' Crucially a key point in the directive is that it doesn't require the buyer to show the fault is inherent in the product and not down to their actions. Furthermore, Citizens Advice state that if you are unable to use your service while your equipment is broken, the service provider may have broken their agreement because they are not providing you with the service you are paying for. Armed with this information I called Vodafone customer support today only to be told that none of the above applied to Vodafone when an Apple product is concerned (?!) Had I bought another phone (say a Sony or Samsung) then Vodafone would happily extend the warranty but as I had an Apple product that was older than 12 months there is nothing that they can do! I asked the agent to confirm that Vodafone don't uphold the EU directive nor the Supply of Goods and Services Act and the agent confirmed that this was the case! I advised that I would be emailing the CEO, Jeroen Hoencamp, to ask him his take on this. I also plan on contacting Trading Standards and the Alternative Dispute Resolution service provided by Ombudsman Services Communications. Meanwhile, I am without one handset which is not only crucial to the daily functioning of my business but in addition to this I am being told I must continue to pay for a service for another year that without a handset cannot be used! I intend to pursue this to the last degree as I cannot see how Vodafone can ignore these rules! I entered a contract with Vodafone and in my eyes, and the law it would seem, they have breached their end of the agreement. I wondered if anyone else has come across this and what steps they took?

A friend of mine is having a nightmare with her Experia Miro mobile phone . . . it loses mail, it loses calls, it loses contacts and turns itself off intermittantly . . . she is 1 year into a 2 year contract and been back to the vodafone shop many times to resolve the said problems. It has been sent away to be fixed and it's still happening . . . to say this phone isn't fit for purpose is an understatement and the fact there are so many problem threads like this my friend is worried it will never be resolved. What legal rights does she have to get this sorted because fixing it doesn't seem to working and she pays £28 per month for the privilege! Thanks in advance for any help posted . . .

Hi people, I've been doing some searching regarding getting my default removed with vodafone and this forum came up. It is regarding a default with vodafone from a rolling sim I had with them (this is the only default or even late payment on my file). I have been in contact with vodafone via web chat and had no luck. I had a contract with vodafone for years and never missed a payment, Once my contract ended I called up to cancel but was talked into having a rolling sim instead. A few months down the line I had taken out a different contract elsewhere and had a new phone, so I cancelled my direct debit as I was no longer using the vodafone sim. Fast forward to last year and while looking for mortgages, I noticed the default notice on my file of £41. According to my experian the terms of the contract state "0 @ £ 0 (Monthly)" and at no point did I receive a letter asking for any outstanding balance to be paid due to the DD not being set up anymore so I was oblivious to it I had no idea I owed anything as it was a rolling sim and I was not using it now. I have since called and payed the amount, which I did as soon as I noticed it and it is "default: settled" however, the default is still showing. This severely affected my attempts to get my first mortgage and is still affecting any attempts to get credit. This is the only red mark on my credit file, I earn a good salary, all my accounts are paid on time, I've never missed a payment on HP's, credit cards etc and I now have a mortgage with Barclays as they ignore defaults under £250 and this was only £41. I was however recently declined for 0% finance on furniture due to this red mark from vodafone and it is affecting my ability to obtain any credit agreements right now with just moving into my first home as it is holding my credit score low. I also got declined for a 0% balance transfer card due to this. What can I do to apply to get this removed? I was a vodafone contract customer for a couple of years and only when I was talked into a rolling sim, do they apply a default without writing to me after I cancel the DD. My credit file is perfect apart from this and I don't believe its a true reflection of my ability to pay for credit, I have lots of financial history, lots of closed accounts too all of which has never had a missed payment.Everything is green apart from this from vodafone. I can't even open a joint account with my partner for the house bills due to this default. Regards Tamara Clark

Hi, I'd appreciate advice from others who have had similar experiences with Vodafone, and am also hoping Lee the Vodafone Rep may be able to intervene and/or offer advice. I opened a Vodafone account in June 2011. My calls and text usage was always well below the plan I was paying for. In August 2012 I received a sales call out of the blue offering me a new phone. I was under the impression I was agreeing to an upgrade, and agreed to increase my DD by £10 per month for a Smart phone to replace my Blackberry. They sent me the new phone and it transpired I had been sold a whole new contract for a second phone, line rental, the lot, which I did not need. When I queried it and asked why I had been approached when clearly I didn't need a second phone, I was told it was a special offer which I could use for a member of the family. I had a young relative just starting college so I offered the new phone to him. It seemed worth it for £10 per month. However, he ran up the bill well over the monthly limit and he didn't reimburse me with the money. I came to an agreement with Vodafone to pay the bill of £120 in instalments. I went on holiday for a week and whilst still abroad my own phone was disconnected. The bill on my own phone was fully paid up to date but my phone was disconnected because the payment on the second phone was late. And so began a catalogue of bullying and punitive behaviour by Vodafone who flatly refused to see reason or to negotiate a reasonable agreement. I had no written contract and had never been told that the two contracts were linked, ie, that if one was unpaid they would disconnect the other. On my own phone the only service I was getting was incoming texts and incoming calls but I was still receiving bills for the entire package, ie, line rental, minutes, texts and data usage. I protested this because I was not getting the services they were charging me for. Again the (previously unwritten) contract was quoted which Vodafone interpreted in their favour, but to me clearly stated that I should be paying for the package of services received. As I wasn't receiving the package of services then I refused to pay the full amount. I offered to pay a reduced amount for the service I was receiving, ie, incoming calls and texts but this was refused. After this "stand-off" for a couple of months I offered to repay in full the debt on the second phone but would not pay for the services not received on the first phone. The services on the first phone were then disconnected entirely, not at my request, Vodafone took the decision themselves, then they sent me the bill for the remainder of the contract which was another 6 months. They were trying to extort (for extortion is what it is) over £600 out of me for a debt of £120. I wrote to the MD and the CEO, neither of whom responded. I eventually reached someone in the Directors office who refused to reach an agreement to settle this issue and restore my account. This all happened in January-March 2013 and 2 years later I am still suffering losses because Vodafone posted a default notice on my credit record. I am unable to obtain a mortgage so have to continue paying rent. I have been unable to re-mortgage my buy-to-let property, thereby paying more interest than I need to. I cannot obtain a credit card; I am having to pay more for a car leasing agreement because of the credit record. It just goes on and on. To me this is a total abuse of power on Vodafone's part. Instead of trying to reach an agreement with me they have literally punished me for not giving in to their unreasonable demands. In my view they breached my contract with them. I have spoken to the Credit Reference Agency, Credit Call, who've advised me to write to the Ombudsman, which I'm in the process of doing. However, even if I were to pay the amount Vodafone are attempting to extort from me, it would be noted as "settled" on my Credit record and would still affect my credit rating for 6 years. Furthermore, I'm told by Credit Call that Vodafone will be fined £400 for every complaint that goes to the Ombudsman so I really don't understand why they can't just take a commercial decision and reach an agreement to settle with me, in return for removing the default notice altogether. It's a ridiculous situation, totally out of proportion to the "offence". Six years is a longer sentence than someone would receive for assaulting someone! I'm just waiting for the letter of deadlock so I can write to the Ombudsman but if there's anything else I could be doing, please advise. Many thanks Denfar

Hi, Ordered a sim only off these guys, had it delivered via mail order with 14 day coolant off period. When received I had no signal so notified them straight away and was advised to dispose of the sim and they would cancel the account. They have now registered a default for £43 on my credit file, there call centre is outsourced so have no direct contact surely this is unjustified as no service was ever provided.

I took out a voda phone contract with cpw and was told I had 30 days to cancel if I wasn't happy. This turned out to be untrue so I complained and said I was missold and cpw agreed to cancel the contract and pay any charges associated with it. They sent a courier to collect the phone on 20th Oct 2014. At the end of November I recieved a bill from vodafone so called cpw asking why when the phone was returns and was told I need to call vodafone and get them to send a final bill with any settlement fees. the woman at vf said they couldn't manually generate a bill and is have to wait till the next bill date is end of December. The bill arrived for £65 so I took it to my local cpw store and then a week late got an email from the debt collectors so contacted cpw again asking what the hell'a going on it's been 3 months now since I returned the phone. They said the bill didnt have the full settlement fee so they can't fully disconnect the account until they have the right bill. I went back to vf and asked for the right bill. They sent the same bill. I called again and they sent the same bill again. So third time I lost it and said you're messing me about. The guy explained this was the correct bill and that because the phone had been returned all fees had been waived! So I went back to cpw and told them this and they said they'll speak with vf. They came back saying they wouldn't pay this as it looks like usage for when I used the phone. I explained that I never used the phone. So I looked through the bills and there was only a 50p charge on the october bill and then the line rental. I explained that I'd already paid for the October line rental in the first sept bill cause you pay in advance so didn't need to pay anymore line rental and the cpw said well they've given you a credit for that and I said no the credit is for December line rental and he insisted no. Cpw aren't having it and said I need to speak to vf again. So I call vf again and the guy I spoke to said no you're not liable for that and I'll tell you why. Cpw returned the phone on the 28th November over a month after you returned it to them. That's when vf closed the account and waived the line rental generating a credit for the December line rental that had been charged. I asked him if he could put it in an email so I could send to cpw. He said yes and then didn't. So I'm at a loss because im going round in circles and got debt collectors chasing me. For nearly 2 months line rental when I had the phone for less then a month. Sorry it's so long but what can I do ?

Hi, I decided to get control of my finances and found many issues, this one is with Vodafone, my bill has become very high I rang and asked for a breakdown to find that my phone(ok) my 13 year old phone (ok) and sim for ipad (ok) but also £48.50 PCM for another phone, which they told me I had signed a new contract on 21/12/13 for unlimited text, calls and data. I checked and checked but I didn't know anything, and kept ringing back and being told I had signed, finally I asked for the number and what usage it had, after having never been used, they looked deeper and the customer services man on the phone finally and casually says "hold on, no you're right it was never sent out a nd yes it's a glitch at our end" I demanded all the monies be refunded immediately as I was overdrawn, he actually said "you can only get refunded up to 6 months as you have left it so late" this was 8/11/14, I demanded to speak to a manager he did everything to stop this telling me he could deal with it eventually after being put on hold for an hour he put me through to upgrades!!! A lot more has gone on and I have a case number etc. I have been to stores and rang too many times to mention, the manager tried ringing on 12,11,14 at 8am and 10am, I returned the call but was told she would keep trying I have never managed to speak to a manager. My question is I have now passed this on to the ombudsman, do I need to do anything else and should I seek anything else other than my own money back? they are still taking the money out i.e. 01/01/15 £48.50 for this phone I have never had. Kind regards

Hello everyone My case is rather lengthy but will make this as brief and direct as possible; - entered into a 24 month contract with Vodafone with an iPhone 5S in Sept 2013 - up until Nov 2013 the signal in and around my house was fine then from mid Nov 2013 until present I have been unable to make or receive calls or text messages whilst inside and partially outside my home. - New build home, flat surrounding landscape, no obstructions and no new buildings erected in this time. The phone mast is 350m from my home. - went into Vodafone in Nov 2013 and August 2014 to formally complain and via telephone in June. Told by reps that my complaint would be formally logged and a Vodafone rep would contact me. This never happened. Told maintenance work was on going. - during this time I have tried my sim in 3 different handsets - the same happens. With all handsets. I have a business mobile on O2 which has perfectly during this whole time. - in November 2014, during another complaint call I was informed none of my previous complaints had been logged and was formally told I had to write to Vodafone. The first I had ever been told. In hindsight, I could have researched more but I was under the illusion from Vodafone reps that my complaints had been formally logged and told technical guru's were working on the system. - Formally complained as per instructions in November 2014. Offered £100 credit for a Sure Signal box. Throughout this whole time until present the worst customer experience and service I have ever had the displeasure of writing about. - Request to cancel contract without termination fee refused. - I have complained to Jerome Heonca,ps office, and the Ombudsman. The Ombudsman have apparently investigated my claim and offer the same resolution as Vodafone. - I have decloned the Ombudsmans resolution and asked for my case to be further investigated by a senior Ombudsman. - Vodafone have not had a Sure Signal box in stock since the end of Nov 2014 to the present day, so how can they resolve this with a Sure Signal box when they have not had any for 4 months. Any advice regarding small claims court - I am going to claims for half my monthly line rental back as I have estimated I spend half my time per month at home - interest on this and the right to terminate my account free of charge. Legislation being considered - Vodafone in my view have breached their own contract and the Supply of Goods and Services Act. Any thoughts?

Hi I've got a very old and very much slowing down Samsung Galaxy S3 on monthly contract from Vodafone. It lags, it freezes (sometimes for ten minutes plus) it doesn't run certain apps that newer phones do and the battery life is now so bad I have to charge it all night and then again on my lunch break to make it last until I get home- and I'm paying £32 a month for the privilege. Most days I have to stop myself from throwing it across the room. All of this I could just about deal with until last week when it refused to connect to the internet, no data and no wireless. At all. So it is near useless. I got the phone in December 2012 so it is just over 2 years old and as I switched the contract from my Dad's name into my name some way into 2013, Vodafone helpfully extended the contract by an extra 6 months (I don't know why!) I have tried speaking to Vodafone but all they can tell me is that I will have to wait for an upgrade if I am unhappy with the device in general and, as for the internet, I can send it for repair but the most likely solution will apparently be a factory reset. About the only positive thing about my two year old Samsung is all of the contacts, photos, videos and texts I have stored on it. So two questions for you forum visitors out there - Number 1 - does anyone know how to get a crappy old Samsung to decide to start accepting the internet again? Number 2 - any tips on how to get Vodafone to co-operate and give me a new phone that is actually fit for purpose as I've already owned this one over two years!!? Any suggestions/help would be really appreciated. Many thanks, Rachel

vodafone has opened a credit arrangement on my credit score. i am up to date with all payments however the creeit arrangement is preventing my fiance and i from getting a mortgage. vodafone said they would not open the arrangement providing the outstanding balance was paid. I have had no luck with contacting vodafone and have been given the run around! Upon closing my account with vodafone they asked for a payment and said that if I did not pay by a certain time then it would be a default payment. All payments are up to date and the credit report doesn't reflect this. I'm still waiting for a reponse from vodafone and frankly, I am disappointed with the service I have received, having been told by a letter and over the phone that this would not happen! Something needs to happen immediately as I am applying for a mortgage. Can anyone help with this?

I have recently been very unwell and in hospital and was unable to cancel my upgraded Vodafone contract within the specified 14 days of renewal on the 12 January, 2015. I phoned Vodafone today to explain the situation and was shocked to find out that they have no process to deal with such situations and I am tied into an 18 month contract, despite the fact that I am unwell, can no longer work and quite frankly am unable to pay the tariff I am locked into. I asked for them to reduce the tariff and the only reply I could get was 'You are outside the 14 days of terms and conditions'. I asked if they had an appeal process by which I could explain my situation and support this with medical evidence. The reply was' You are outside the 14 days of terms and conditions'. I explained that I had not set up or even put the sim card into the new iphone5 they had sent me and I was perfectly happy to return the phone as long as they could reduce my tariff. The answer I got was 'You are outside the 14 days of terms and conditions' I asked to speak to a manager to discuss this - the answer I got was 'No mangers do not discuss these issues - you are outside the 14 days of terms and conditions. This is outrageous with a company as large as Vodafone that they have no system or support or flexibly for extenuating circumstances such as myself and I am sure other people. I have been advised that Lee the Vodafone rep should be able to advise me on how to move forward from the dreadful situation as I am unable to pay the current tariff and quite frankly am stressed enough with illness without this extra, totally unreasonable response and behaviour from Vodafone. I am currently working with Stepchange Debt Management Charity, so will ask if they have any advise on how to move forward. Please can you advise?

WRT135 - CAG Forum [#9393422] Hopefully this is what you need. Any help greatly appreciated, took out my contract 11 days ago number still not ported. Spoke to Vodafone now 6 or 7 times in that period, everytime they say "wait 24 hours". Finally tonight a guy in porting admitted that they were having technical issues and he couldn't say how long it would be (so I've been lied to for a while!). The next issue is that my 14 day cancellation window is coming up to closing I really need to know what I'm doing - whether the number is going to work ever. I went into store today and the vodafone worker there said "look fella you're being strung along, get out while you can" which I'm happy to do I need to know that I can still take my number (which isn't working) with me to a new provider. Cheers

Hi, I too have been victim of a mistake from vodafone. I requested cancellation from my account in september 2011 and received confirmation for it. I paid what i thought was my last bill in early october 2011 and moved to a new place with my partner mid october of the same year. I only found out two months ago that vodafone had logged in a default for 18 pounds!!!! which effectively prevents me from getting a mortgage. I immediately paid the amount without even discussing the why or how and was told the default would be removed from my credit files. However a few days later i realized it wouldnt be removed and someone else from vodafone confirmed it would indeed remain on the file for 6 years! I can't describe the state of distress i find myself in as i am unable to go on with my life for something that happened (or did'nt happen) 4 years ago. I can see some people had success using this forum so i hope it works for me too

i have been with vodafone as a Customer for about 20 years, with the same number I will add, in the last few years the customer service was diabolicical, i choose not to pay via DD as vodafone prevoiusly cannot be trusted to take the money when they should, and thus is used to pay by their portal throughout most of 2012 & 2013 this portal never ever worked it was offline or had an error, the telphone payment service was too painful to use , having teh money to pay the bil was never an issue getting them the money was! main isuse was back in july after a text mesage for vodafone threating to suspend my account due to none payment, at this time teh account was set up on a direct debit for about 6 months, any way i rang teh foriegn helples desk person ad vodafone and she told me after taking bank detail all wil be ok i stipulated and im stil waiting for vodafone to provide this recording that vodafone was advised if my service was disrupted again i would cease to be a customer dure to breach of contract which was accepted by teh vodafone agent, any way 2 days later my phone service ceased. after a very heated converstaion and taking about 20 mins just to get through to teh right person i was descied that i was going to leave vodafone and vodafone was going to let me leave, they also promised to send me a copy of teh contract which im stil waiting for, ther are also other issues to do with canceled insurance, wrong insurance which i can idd but wont add teh details here. In short as adised by one of teh Vodafone representaives as was advised this is best course. I wanted to leave Vodafone amicably without any extra cost, but now Freds are involved and added 15% to account Z Voda ref #8490120

Last year, having endured poor signal for some time and then receiving a clearly misleading marketing email in September 2014 that Vodafone subsequently refused to honour, I registered my intention to cancel my Vodafone contract. It was due to expire on January 25. Having subsequently received a call from the retentions team later in September, I agreed to a new contract on provision that I received an early upgrade of my handset and a reduced tariff. And so all was well again with better signal, and an early upgrade. However, on Sunday January 25 2015 at noon, my phone ceased to receive any mobile signal. Believing this to be an issue with my bill (I don't owe anything apart from my current bill, which isn't yet due to be paid) I tried to log into my account online to be told that my mobile number was no longer registered. I can only assume that the initial request I made in September 2014 to cancel my contract has been actioned despite my subsequent agreement to remain with Vodafone and renew my contract. This is not the first time this has happened, and the exact same scenario presented itself on my last upgrade also, and I was without phone service for more than one week. Normal customer service channels have been a joke, and they either don't understand or choose not to understand and are accusing me of cancelling and being in breach of my contract, which in utter muck, and trying to charge me the cost of the handset. I've since made an email complaint to the CEO office, and have a reference number. However, they insist on trying to call me on my wife's phone (which is also with Vodafone and is/was linked to my account) which I can't access as she works away. I've tried calling the direct line number they left me to call back, but I'm not sitting in another 30+ minute queue any longer, as I've tried three times already and I'm not getting anywhere. An email response to the original complaint will just trigger another reference number so little point in doing that. An absolute shambles of a company, and I'm regretting sticking around for another two years. The ombudsman beckons!

Hi, I have just come off the phone to vodafone on behalf of my partner, this was the 3rd time this week his phone has been suspended. Going back to the start, back in November he recieved a £500 + bill which I took hold of and spoke to a lovely gentleman in the team. Between us we came to the agreement of £100 a month to pay off the arrears. They took the £100 payment 31st December and everything was fine. Now comes January, the account has been passed to a collections agency and is now £700+ in arrears, how that figure comes about I cannot tell you but this is what they are saying. They have given us till March to pay the balance or his phone is suspended completely. I tried to point out we were paying the arrears just as was arranged, the plan was being stuck to our side its them that have not stuck to the arrangement, to which I was told it was only direct debited for 4 months, well if that was the case the £500+ in the beginning wouldnt even have been cleared so someone is lying here or has made a mistake somewhere. I just dont know how to fight this, for started the £500+ was extortionate but after paying £100 its gone up to £700+ rather then down. Any help or advice appreciated Thanks

Evening all, I owe vodefone a three figure sum from an old account that was not closed properly. I want to pay off the debt and have the money to do so. There are a number of defaults against my name on my credit file in vodafones name. I have been in touch with vodafone over the past few weeks trying to get in sorted and keep coming up against the same brick wall. Vodafone say I have to pay CCM Prime as the debt as been 'sold' to them, once that has happen my defaults will be removed. I have not been contacted by CCM at any point to say I owe them anything nor does it say I have defaulted to them on my credit file. I have also not contacted them. I fear even more charges will be added from CCM. I am in the process of getting my 1st home and didnt even know I have defaults against my name until checked. As far as I can gather, I dont have to pay CCM anything from what I have been reading on this forum and others. Is this correct? I want to pay it off asap and dont want to pay extra charges!! All help and advice welcome. A

Hi need a bit of help/advice please from Vodafone and I believe they have a rep on here. April last year my son got his first new full time job and treated himself to a new phone contract without telling us, well he is a young adult so he didnt think to tell us. hes been using the phone as they do and occasionally it would go off and he said oh I havn't paid the bill I will ring them which he did and it got put back on. Now its been off for a while and he owned up to a huge bill and he cant pay it, he says not his fault as CPW said he had unlimited data (this is the huge bill) I checked his contract and yep it did say unlimited but for 90 days only he assumed it was the contract even though it does state 2gb a month. He's an idiot TBH expects everything to be done for him and with vodafone switching his phone back on each month without paying the bill hasnt helped at all. I rang vodafone yesterday and they gave me a run down from Sept 2014 and it comes to £736.90, mostly if not all data. I have checked and on one day he used 847mb even though he was at home and we have wifi so I think something is not right. I use my phone for business and only use approx 400mb a month. He even thinks on that day his phone wasnt even on, it had been blocked by voda. and other days that show high data usage. I asked why he hadnt been checking his bills he said didnt get any, asked about online account and he said cant log in just goes to a help page each time. I tried and found wrong password in five minutes I had logged in to see all these bills from oct 2014. Its absolutely unbelievable that vodafone have been unblocking his phone each month by him just ringing up and promising payment and not paying it. Whilst in his account I notice on the summary it states £30 a month inc VAT but checking his bill he has been charged £30 plus vat. Now his phone is still off, its about to go to collections and he cant pay it. Yes I know he should he used it, it wasnt free but my worry here is not too long ago he took an OD due to money problems so im worried he might go down that route again. I have spoke to CS but to no avail thought I would see if anyone on here could help. He to has rang CS but gets no where so ends up frustrated and very moody. P.S. I got through to Vodafone CS and asked the exact date the phone was switched off and was told the 18th November and just looking at his bills the phone was still being used after that date again mainly data and have incurred charges. How can a phone incur charges and use texts, calls and data when its been fully barred from use and hasnt been used. I have uploaded a couple of screen grabs. This now makes me think all the data may not have been used by him at all and I can see its common.

Vodafone has ruined my credit rating for the past seven years RE: ACCOUNT NUMBER XXXXXX On or around the 28th of November 2008, I took out a mobile phone contract with Vodafone through an intermediary agent Dial-a-Phone. At the point of sale, I asked if my existing number could be ported over from T-mobile to Vodafone. The sales agent assured me that this was possible and that I should phone up Vodafone when I received the package and this would be done. After the phone was delivered, I contacted Vodafone to request my number to be ported, but I was told that this was not possible as it should have been done at the point of sale. Vodafone advised me to get back to Dial-a-Phone and have them cancel the contract and reissue a new contract. I did as I was told and called Dial-a-Phone, but I was then told that with Vodafone, porting could not be done. I then put it to them that they had mis-sold me the contract, as their agent assured me my number could be ported. They agreed to cancel the contract on the condition that I returned the phone and accessories including a Nintendo Wii gift which was sent to me. I returned the phone, accessories and gift to Dial-a-Phone as they requested. And I got an acknowledgement letter from them stating that I should contact my bank and cancel my direct debit and that they had instructed Vodafone to cancel my contract. I have this in writing from Dial-a-Phone. I cancelled the direct debit with my bank, but not before I was charged £90 by Vodafone. I phoned Vodafone and was told by an agent named Leon that this was the norm, but that it will be recalculated pro-rata based on my call charges and my account will be credited. In February 2009, I noticed that my account had been debited by Vodafone yet again, this time to the tune of £44.04. I called Vodafone (after no success at trying to contact Dial-a-Phone) and spoke to an agent called Sam who said he was part of the NES team at Stoke. He advised me to get to my bank and re-cancel the direct debit instruction. On the 11th of March 2009, not having received any credit from Vodafone, I called the customer services and was put through to Vodafone Collections Department and spoke to an agent named Garry. I explained to him what has been going on, and he requested that I faxed him the acknowledgement letter from Dial-a-Phone on fax number 01295815344. He promised to sort it out and I will be credited any amount due to me. He warned me that I may still get bills, but to ignore them while things were being sorted out. I sent the fax on the 12th of March 2009 and it was marked for the attention of Garry Collections Department, and the transmission was OK. I kept receiving bills which I ignored as instructed, until I got a letter from Vodafone on the 16th of June 2009, stating that I had defaulted in my payments and that I was owing in excess of £500. I was shocked and immediately called Vodafone at around 19:08 hours I spoke to an agent called Steve, who proved totally unhelpful and bullish and all he said was to pay the money and that there was nothing he could do. I asked him to reference my previous communications with Vodafone as there should be notes on the system. He said there was nothing written about the case. I told him this was corporate bullying and that I was going to take the case to the consumer protection section of Daily Mail Newspapers. Only then did he try to be reasonable, and even began to listen to me. Then the phone cut off (I believe he cut the phone off) and I tried calling back, but was told the department was now closed. It was past 20:00 hours. On the 21st of June, I received another letter, this time from a debt recovery firm claiming to be acting on instructions from Vodafone, threatening legal action if I did not pay up. In frustration and on the verge of tears, I again called Vodafone and after being transferred around between three agents in three departments, I was put through to Jessica, and after being on the phone for over two hours trying to explain. She doubted the existence of the letter from Dial-a-Phone, and if it existed, the authenticity of the document. She kept insisting we should call Dial-a-Phone and do a conference call to her to sort the problem out. This was not plausible and she knew it. I asked her to give me a fax number or an email so I could send the letter to her. She refused saying that the dept had no fax and she could not give out her own or her manager’s official email address. Upon further insistence, she gave me an email address for customer service. I asked if she had access to this email, she said no. This clearly demonstrates the attitude of Vodafone staff to the travails of customers. She said the people at customer service will deal with the matter. At which point I asked her if the two hours I had been on the phone with her amounted to nothing. She replied that there was nothing she could do. I asked if she could call them and tell them all that had transpired. The answer was negative. I asked to speak with a manager, to which she replied there was a 48 hour wait if I wanted to speak with the Manager. Anyway, I sent off the email to the address she provided, only to later get an automated reply from Vodafone that the email address was no longer in use. Upon further insistence to speak to a manager, I was then told the manager Michael Watson will call me the following day. He did call at the appointed time, but unfortunately I had a patient in front of me and apologised and asked him to call back, which he promised he would. I have not spoken to him since. I have called Vodafone repeatedly and luckily on the 6th of July, I got through to Leon who said he was going to leave a message for the Manager Michael Watson to get back from me. I still have not heard from him. Since then, I have gotten letters from Capquest, also acting on behalf of Vodafone demanding for money owed to the tune of £846.87.These letters have in the least been very distressing as well as embarrassing. I got a Lawyer to write to Capquest stating the circumstances and Capquest withdrew from the case, requesting we sort things out with Vodafone. At this point, I’d like to state that I do not have an existing contract with Vodafone and have not since December,2008 when Dial-a-Phone (the agent I took out the contract with) terminated the contract on my behalf. As at 30 of July 2009, I have spent over £90 on phone calls to Vodafone on this and I will be seeking compensation for my time, money and upheaval this has caused me. Vodafone went ahead and put a default on my credit account and stopped me getting credit for the past 5 years. I spoke with Experien credit Agency explaining the circumstances and Experian contacted Vodafone, but Vodafone insisted their entry was correct. However Experian agreed to put a note on the account stating the entry on the account was in dispute. Despite this note put on my credit file by Experian, I have had credit refused me over the years and it has become very embarrassing to say the least. I need help to get this sorted and for Vodafone to pay me the monies they owe me and compensate for the trauma and pain over the last seven years

In 2009 I took out a Vodafone contract for two Blackberry Storm mobiles, I was 17 but told them I was older, however they didn't check. The screens on these mobiles kept breaking and I kept having to send them off for repairs, they were at the repair centre more than I had them. In the end I stopped paying as I had been paying for a service that I wasn't receiving and wasn't fit for purpose. Since all of that, my debt was sold to Lowell who have got a County Court letter sent out to me. I'm worried that I'm going to have to pay back the money, despite the reasons behind the contract not being paid. I've been trying to contact Vodafone to see if they can do something which may invalidate the claim, but they're useless and aren't interested in helping at all. Is there anything I can do, I'm very unfamiliar to this and have no idea where I stand or what to do. I don't have the money to pay and I don't want something like this on my credit report, or to be taken through courts.

Trying to top up my pay as you go phone online and the site is really slow responding or down, anyone else having problems please?

got a new Samsung galaxy tab 10.5. less than 28 days ago on contract from Vodafone two days ago I was using with a good charge in it. it just died, tried to recharge but will not turn back on (totally dead) been told by Vodafone because its over 14 days I'm not entitled to a replacement is this correct as I was under the impression that it was 28 days. any advice please?

Hi All, I have had a recent issue with Vodafone and I complained on the webchat to them. I have a Galaxy Samsung S3 and went to put it in for a insurance repair on the 04/10/2014. My account was being transferred to a new system so they couldn't do the repair. I tried another 3 times and still could not get my phone repaired. Almost 2 months later they still advised me they couldn't repair it and I still have a broken phone. I tried to complain on the webchat, I spoke with multiple people and finally "Doug - Team Manager" gave me one resolution to my complaint. It was to arrange for a postal repair, now, 2 months later, after having no phone. I did not accept this as my complaint resolution so asked for a deadlock letter, however the adviser on the webchat said they can't send that by email or by post to me. What happens now? If I don't have a deadlock letter I can't go through to the Ombudsman? Thanks

Hi everyone I'm having problems with vodafone at the moment trying to Bill me £190.86 for getting a replacement of a brand new iPhone 6 plus that didn't work straight out of the box! I ordered the phone online on the pre order date on the 12th September and I got an email on the 19th September to say it was going to be delivered that day. I was on holiday in America when the package arrived but my parents were there to accept the delivery and just put it in my bedroom for when I got home on the 29th September onlyl or me to find it didn't work! I contacted vodafone customer service imidietly who informed me that they would get a new one sent out to me next day but never mentioned anything about charges or a 7 day returns policy so I presumed eventing would be fine and I would just be charged the £220 for the phone upfront and my usual Monthly bill, but Instead I got a bill through for £547! Cut a long story short Ive made 3 calls to Vodafone about this and everytime someone just says you didn't return it within 7 days so you have to pay the repair bill!? Surely that would be covered under apples warranty! The advisors I've spoken to just say I need to wait for a text within 48 hours confirming if the extra charge will be dropped and it doesn't happen! Reading vodafones returns policy online it says "How do I return a faulty product? We’ll help you sort out any faulty product as long as: You bought it from us It has a genuine fault If the fault’s covered by a manufacturer's warranty, fixing it will be free." Never mentions anything about 7 days and neither does any other section in there returns policy! They all say 14 days! Many Thanks in advance!