Hi there, I'm having a lot of trouble with Vodafone refusing to refund or replace my phone, and I'm worried I'm going to end up having to take them to court. I have no idea how to do this, or if I really have a case, but I will give you all the details and I really hope you can help. I'll bullet point it to try make it easier to understand fully. Thanks for your time. .I bought a Vodafone Smart Prime 6 for my Girlfriends Mum for Christmas - Purchased on 10/12/15 for £75 .I paid for an unlocking code so I could use the phone on other networks. .The phone turned out to be faulty (resetting itself every 5 minutes) .I took the phone back for repair .I received a replacement phone as the repair was "unfixable" .I attempted to buy an unlocking code for the replacement phone .The phone can't be unlocked, unlike the original - In fact the unlocking team claim the phone is already unlocked, despite me sending them photographic proof that it wasn't. .I took the phone to the Vodafone store, they say they can't refund or replace it as it's past the 14 day deadline. .I believe I am owed a full refund/replacement. .I explain to them my statutory rights that I believe apply to this situation: "Subsection (3) applies to a contract to supply goods if before the contract is made the consumer makes known to the trader (expressly or by implication) any particular purpose for which the consumer is contracting for the goods." .I have an email sent by a Vodafone Technical Advisor saying (excuse his spelling): "PLEASE HELP AS IF THIS ISNT CORRCTED THEN WHAT WILL WE DO AS CUSTOMER IT OUT OF THE 14 DAYS OF PURCHASE AS THAT WAS THE CONDITION HE BOUGHT IT THAT HE COULD HAVE IT UNLOCKED WHICH HE DID WITH THE FIRST PHONE BEFORE THE EXCHANGE" .I believe that this states I bought the phone under the condition that I would be able to unlock it - please note this email was sent recently, so after I bought the phone, however I have in writing that the phone was sold to me under the condition that I would be able to unlock it from a Vodafone Rep, so I'm hoping this will count as "before the contract is made" anyway - Please advise! . Finally my rights state: "A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations— (a)after one repair or one replacement, the goods do not conform to the contract" This has led me to the conclusion that the replacement phone I now have does not conform to the original contract, and I am therefore entitled to a refund or replacement .The Assistant Manager refused to help in anyway saying I could talk to the Vodafone On-line (not in store) team, and if they couldn't help my only course would be through legal action. So I have no idea what to do from here. Do you think I have a case that would stand up in court. I think so, but I would appreciate as much advice as possible. I will be calling the on-line team tomorrow on my day off, but I doubt they will help, so my only form of refund or replacement would be via small claims court, unless an On-line Vodafone Rep can help Thanks for reading, and I really hope someone can help. Ewan. UPDATE: I have just spoken to a Vodafone rep on-line who told me I can contact the returns team and get a refund, but ive been on hold for them for 2 hours so I'm not sure if anything is going to happen. Now I've been told I can have a refund, do they have to honour this?

hi there, I need some advice as I am now going out of my mind. On Thursday 14th January 2016 I took out a contract with Vodafone pay monthly for an iPhone 6s in Rose Gold 16gb I received an order acknowledgement but no further information. I then called on 15th January 2016 to find out what was going on with the order. After being passed around at least 6 different departments and often without being told and just being put on hold I got through to a very helpful sales advisor. This advisor took it upon himself to cancel my original order placed on the 14th and place a new order with himself which was a much higher tariff and quoted exclusive of VAT. He also took £29 for the phone cost upfront and £9.95 for it to be delivered the next day before 1pm. I was promised a text message and email of this order in the morning for delivery which NEVER arrived. Neither did an email confirmation of the order. On Saturday 16th 2016 by 10am I had not received any email nor any text. Thinking this suspicious I called Vodafone to find out where the order was. I was hung up on 4 times, passed to 3 different departments and in the end my husband had to talk to them as I couldn't handle the stress ( I suffer from a depressive illness and anxiety disorder). I broke down in tears from the stress of it all. I was shown no empathy, no friendliness nothing over the phone. Just spoken to like I was an inconvenience My husband was told by their customer service person (as not one of them will give their names willingly) that the phone would not be here until the Saturday 23rd January 2016. She was adamant and all we could do is take her word for it, as she was at least the 7th advisor we had spoken to and despite having paid £9.95 for the next day delivery. That same customer service agent advised to go into a shop and sort out the contract there as it had already passed credit checks. My husband told her not to cancel the contract in case we weren't able to get it sorted in the store to which she agreed over the phone. I was listening to the whole conversation on loud speaker. Being the gullible/trusting people we are we went to the Vodafone Store to get this contract sorted out. They looked into the order to discover the last advisor who promised they were going to leave the account alone had taken it upon herself to cancel the contract, which she had promised she would not do. So the store set up a new contract for the iPhone 6s in Rose Gold, 64gb. I was also told I would need to pay £69 up front for this phone also. At this point in time Vodafone had taken £136.95 whether in debits or reserve payments. Just to get this contract sorted out I conceded even though that is a lot of money. All was fine until we got home after having to drive 30 minutes back from the most local Store and then a knock on the door came. It was the first mobile, iPhone 6s in Rose Gold 16gb. The very phone that we were told would not be delivered until the following Saturday and which the advisor had cancelled . This arrived at 3.38pm. So I was charged for £9.95 next day delivery before 1pm via Royal Mail which ended up with a cheaper courier not wearing a Royal Mail uniform. On both occasions I was misled by the tariff with the advisor's so I decided to cancel the contracts and instead use the business tariff. Since that day I have been on the phone countless number of times trying to cancel both these contracts within the 14 days cooling off period and return the phones for a full refund of the upfront costs. This has proved stressful, difficult and impossible. The first phone that arrived through the post has been returned and received but has still not been refunded. I am having to take time out of my business to get this sorted out and it's not forthcoming. The other phone that I purchased from the shop has proved near impossible. I tried to return it to the shop but they wouldn't accept it as the customer service team had already cancelled it. To this day I have not received the returns bag and have called every few days to chase a new one. I am always told it will arrive but has not till this day. I'm now out of the cooling off period and received a letter dated 4th Feb stating I now owe over £800 as am out of my cooling off period. The line was cancelled over the telephone well before 21st January and by recorded letter which I have proof of. I have also kept every online chat with service advisor's. I have tried numerous attempts to get through to a resolution or complaints team only to be told they don't exist. Their very own website points you back at customer services - no dedicated complaints service. Today I asked for a deadlock letter so I could see resolution through the ombudsman quicker to be told I couldn't have one as the resolution team have not dealt with it. So I asked to be put through to them. I was told that no I couldn't be as their is a process. I asked what their process was to be told they couldn't deal with it. WTF?!!? I'm at the point where it is now affecting my mental health. I get extremely stressed and anxious at the thought of contacting them to only suffer the same treatment each time. What can I do? I haven't received a refund for the first phone and the second phone has still not been returned due to not receiving the returns bag. Even when that is returned the process for getting my money back is really going to affect my health. I have filed a complaint with the trading standards team but too early for the Ombudsman to get involved (shy of 4 weeks). I have never in my life experienced anything like this. I just want these phone lines cancelled and my up front costs return with no further hassle. Why is it so hard? Any advice would be greatly appreciate, this is the worst experience of customer services I have ever experienced and I will be moving my business mobiles as soon as the contracts on them run out. Jody

Hi all, This is my first post on the consumer forum. The error that Vodafone is continuously failing to correct causes me great distress and badly affects my health. I have tried to sort this issue personally through Vodafone Customer Service making endless phone calls but it got nowhere. I was going to take the mortgage in March but Vodafone INCORRECTLY has placed a Default Account on my Credit Rating which prevents me from getting a mortgage. I have written formal complaint to Vodafone Customer Service that was posted to them on 14/10/2015 but the letter was never acknowledged and I have never received a response from Vodafone. To cut the long story short: I had Vodafone account opened in September 2013. I have systematically paid monthly payments of £39.50 up until December 2014 (shown on my bank statements). I then accidentally stopped the Direct Debit to Vodafone and I had accumulated some unpaid months to them. I have paid all those unpaid months on 29.05.2015 plus all the future monthly payments up until September 2015 (I had minimum 2 years contract) in one payment of £380.40. The reason I paid all the future payments on that day is because I asked the Vodafone Customer Service to close my account during the same phone call on the 29.05.2015. 1. Vodafone has failed to acknowledge internally in their automated system my payment to them on 29.05.2015 of £380.40 2. Due to Vodafone failing to acknowledge my payment they employed the Debt Collection Agency to retrieve the payment from me and more importantly they incorrectly put a default account on my Credit File in August 2015. I'm in the process of applying for the mortgage and imagine what impact this incorrect Vodafone default account has on my chances of being approved. 3. After the Debt Agency started to chase me for the payment I have brought a proof of the missing payment to the Vodafone store first in August 2015 and then I was asked to do that again in September 2015 and the store manager made a note on my Vodafone account about witnessing the payment. I then had spoken straight away to Vodafone customer service on the phone and they said that they will be processing a Missing Payment Form and once done the information of payment clearance will be passed on to the Debt Agency and my Credit File will be cleared. I note that this was done in September 2015. 4. After giving 7 working days (in September 2015) for the Missing Payment Form being processed I have spoken to Debt Collection agency and they said that they still haven't received any instructions from Vodafone to close the issue. I have spoken to Vodafone Customer Service again and they again confirmed that they have submitted Missing Payment Form. I have spoken to the Debt Collection agency a week later and they said the issue has been put on hold for further clarification. I think they realised that I don't owe the money to Vodafone because I've sent to them the copy of my bank statement but they were not receiving instructions from Vodafone to close the issue of this debt. 5. I now checked my Credit File for the first time on 23.02.2016 as I'm just about to apply for the mortgage and it still shows Default Vodafone Account! Bearing in mind that Vodafone confirmed processing Missing Payment Form back in September 2015 they had 4 months to clear my Credit File from the default account, however, this still hasn't been done. 6. I have called to Vodafone again yesterday (23.02.2016) about the issue. Vodafone Customer Service yet again acknowledged over the phone the note from Vodafone store manager on my file made in September 2015 about witnessing the evidence of payment. They said that they had submitted the Missing Payment Form AGAIN and he said it will take 3 (three) months! to clear my Credit File from default. But I was reassured previously by Vodafone Customer Service that the Missing Payment Form on that payment was processed back in September 2015 and they had 4 months since then to clear the Credit File but this hasn't been done! (I mentioned this to Customer Service). How can I allow another 3 months of empty promises to find out in May 2016 that nothing has been done. I have read on the Internet an Experian expert saying that changes to the Credit File can be done overnight. The house prices are rising every month and I have been waiting since September 2015 for Vodafone to clear my Credit File from the default account that they had put in their error. I have no idea what to do anymore and who to speak to about resolving the issue and clearing my Credit File from the wrong default. Vodafone is promising to clear the error since September 2015. Since September 2015 they endlessly saying to me that the Missing Payment Form has been submitted and that I should wait for the Credit File to be cleared of the default. I'm worried that Vodafone will incorrectly make changes to the Credit File simply by showing that I have paid the default money. But I need the fact of default removed from my Credit File because all of the due payments were made by me in May 2015. The default was put incorrectly in August 2015 when I in fact didn't owe any money to Vodafone by then. I'm also worried that Vodafone will reactivate my account once they acknowledge the missing payment when in fact I have asked to close my account in May 2015 and paid all the due payments then. I've asked the Vodafone Customer Service many times to send me the letter confirming that my account has been closed in May 2015 but they have never sent it to me. Any advice on how to resolve the issue with removing the Default Account History from my Credit File and getting the Vodafone to confirm that my account has been closed in May 2015 would be greatly appreciated. Kind regards, Natalya

Hello, Please help. I was a Vodafone customer and wait till my contract expired in July 2015 to move to another service provider. Please check - I have paid my mobile phone bills by direct debit faithfully for the past 2 years I was with them. The issue occurred on July 2015 when I have trouble trying to pay my final bills! Vodafone said that as my account has been closed they can only send me the final bill to my old address and I have to pay by cheque. They refused to accept my payment over the phone! I explained that I have moved to my new address in February 2015 and there is no way I can get the final bill. After trying to contact Vodafone for months, trying to settled the bill which is £32! It is frustrating given that I tried to pay and have been sent reminder through text! They don't accept my payment over the phone. Finally, In Nov/Dec 2015, I managed to contact a customer representive who knows what she is doing. She finally allowed me to settled my bill! BUT never did I expect that this has created a 'DEFAULT' in my Experian credit report. This is so so unfair, given that I wanted to pay, have been paying faithfully on time, stick to my contract and wanted to do things the proper way but Vodafone system apparently cant cope with it and I am landed with DEFAULT on my credit report. Please can you please removed the DEFAULT. It has never been my intention to default and I have tried numerous times over my part to clear it! This default will affect my mortgage application in future!

I'm hoping you can help - this seems to be my last avenue before I get legal advice. I took out a contract with Vodafone at the end of September - I was then provided with a new work phone meaning I no longer needed/required the contract I had taken out with Vodafone. It was stated that I was entitled to a 14 day cooling off period and so I rang Vodafone up to cancel the contract only to find out I was unable to cancel the contract until the phone arrived...which to me was bizarre. I ordered the iPhone 6s rose gold and due to high demand the date I received the device was after the 14 day cooling off period but i was told this would not affect my rights, the 14 day cooling off period would begin when i received the phone. Therefore, once the phone arrived I rang CS 3 times to try and send it back ...all in which they hung up. So instead I went into one of Vodafone's stores. However for some strange reason they were unable to process the return there and then as I had ordered the contract/phone over the phone and so the return needed to be dealt with over the phone. Because I knew I was not keeping the handset I did not open the device however the assistant that was dealing with my request opened it as he believed it was necessary for me to contact the CS team!?!? Anyway after waiting in the store for over an hour to speak to someone on the phone he arranged to send me the return form and promised that if there was any delay it would not affect my rights. I received confirmation of the warehouse receiving the device on the 27th October and the email stated they will check it over and get back to me soon. I did not hear anything back from anyone and so I called CS numerous times again, in which they promised me a refund with 5-7 working days. After waiting 7 working days no refund appeared. I got annoyed and tired of waiting for my refund of £107.94 so i took my anger to twitter and tweeted your UK CS team. I then spoke to an agent on live chat who said my refund would be returned to my bank WITHIN 24 hours, it was not. I then spoke to another agent on the live chat who said she promises to make sure I received my refund...I STILL HAVE NOT. (I do have copies of these chats). After not receiving my refund AGAIN I went back to twitter to voice my anger! I was then provided with an email address to contact regarding my refund. This email chain lasted 4 days as they had to check with the warehouse that the phone had been returned in October...which surely would be on the system since I received confirmation of this in October and surely this should have been noted the first time I rang regarding my refund!? Anyway the last email I received confirmed that the handset was returned and that I am ENTITLED to my refund of £107.94.....yet my bank has still not been credited this amount??? WHY SHOULD I HAVE TO WAIT THIS LONG FOR A REFUND I AM ENTITLED TO?! Has anyone been in a similar situation with Vodafone....if so, how did you manage to get your refund? Did you have to go through legal advice or making a money claim?? Any help/advice would be much appreciated.

I have been with vodafone for years so would like to think I'm a valued customer. I've never had problems up until now. I switched in september from a 2 year contract to a sim only contract. In my bundle i was meant to have 20GB of data. In my old 2 year contract i had 12GB of data. Anyway whats happened is that when they have changed my tariff, one half of vodafone system says i am entitled to 20GB of data, yet the other half of there system has been changed to reflect. So whats been happening is that every bit of data that i go over 12GB is being charged for. So last month i questioned it with vodafone, and they raised a bill query to cancel £71 worth of charges. But this hasn't taken into account the remainder of the charges I've incurred for the remainder of the month. Anyway long story short again, i used 16GB of data, My contract allowance is 20GB and they have billed me 4GB over the 12GB. The first bill amendment was for £71, but they then started to say that this was final and that the final bill was £46. When i questioned what it comprised of they went a head and confirmed it was for £20 of data. I asked how i can be charged for data when its in my bundle. The advisors each time agreed. But the bill still stood as they refused to do another bill recalculation. Anyway i asked to have my contract terminated due to the hassle and then i was happy to take out another contract which should have been clean without any glitches. They told me for this i would be charged. I suggested a data test drive in order to give vodafone time to sort the problem. This was refused at first. I phone up to pay for the £26.50 which is what the bill was. after they reluctantly took the payment. the following day i received a text threatening/blackmailing me to hand over money or the remainder of the bill or i shall be cut off. I then phoned them again asking why i received this. they apologised. They said it wouldn't happen. The advisor then said that he would apply a data test drive to my account, which he had done. But also told me that there was still a picture message outstanding on my account for £0.45. I agreed to pay this. I checked my online banking today and they have taken the remaining balance of the account being £19 ish. So basically after the advisor agreed an amount he then proceeded to falsely enter an angered amount and charge my card. I spent 3 hours on the phone today complaining going around in circles. Ive had enough now. Ive spent in total 10 hours plus on the phone trying to sort this problem out. And I'm just getting passed from person to person. To make things worse, I'm being charge again for this billing period until the data test drive went live. And they have had the cheek to add a late payment charge onto my account. Which now they have agreed to wipe. They have also agreed to refund the £19 into my account but will take several days. There quick enough to falsely steel it. So my question to the forum. Where can i go from here? I don't want to be having to go through this hassle every month for the remaining 9 months of my contract. Do i have ground to have my contract terminated due to a failure on vodafones behalf. Cos they are adamant that i will be charged and i have to pay the charges. Ive phoned Natwest fraud department up, and basically they have said that if i don't have it in writing what the charge was going to be for which i do, then they have nothing to act upon to carry out a visa charge back, even though its on my bill, and i recorded todays phone conversation for proof. Also ombusman want 8 weeks and this has now been 4 weeks, and they say it could take a further 8 weeks again so 12 weeks all in total. I feel its every week I'm having to spend hours on the phone to vodafone At one point they had great customer service and had no problems recommending them, even got my wife onto them Im stuck guys and need help. They have proven they can't fix the problem, now i want out help

Hi, I am posting in regards to my girlfriends Vodafone account as I don't know what to do now. 2 and a half years ago she got a 2 year contract with Vodafone for an iPhone 4s (£37 pcm), the contract ran out in august 2015, we didn't realise the contract continued so were billed for another month. When we saw this charge on her bank statement we contacted Vodafone immediately and agreed to pay for the last month and then the contract would be cancelled. We felt happy the contract was over and didn't think about it again. 3 months later, in December, we received a letter in the post from Vodafone stating we owed them £120 for the contract that we rang up and cancelled. I immediately rang them and after an hour long conversation on the phone, they agreed it was their fault and said they would drop all charges and close the account (as it was still open for some reason) So now its 1 month later (January) and we receive a letter in the post from Fredrickson debt collectors saying we owe Vodafone £160 for this contract. I phoned Vodafone straight away and they said although 2 cancellation attempts were made, the account remains open, and apparently this is a "common problem"!!!!! They claim that the sim in question was used to make 55 minutes of phone calls during the month of October. and say they will only cancel the debt of £160 if we pay £41.17, which I think is ridiculous, as 1. We didn't use the contract in October, my partner now has a sim only monthly Vodafone contract, and has been using this since the 22nd of September. 2. If, somehow, the contract was used, then how is it our fault that we used it if it was meant to be cancelled? I only see it as fair that Vodafone wipe the debt completely, as the error is completely their fault. They have even admitted this on the phone to me, but refuse to budge that we owe them money. I am happy to take them to the small claims court over this as I am certain I am not in the wrong. I will be going into a Vodafone store this sunday to speak to a manager about this, but from all my experiences with Vodafone Im sure they wont help at all. So what I really need is advice on where to go from here? Am I in the wrong, or do Vodafone owe me an apology and they should drop the charges? Thanks for reading, I really hope someone can help as Im at the end of my tether with this now. Thank you. Ewan.

So this is a long story but a couple of months ago I had some signal issues at work with Vodafone (I know they are only contracted to provide signal to home) so I asked to see if I could cancel the contract (they put the price up past the RPI so I knew I could) and they asked if they gave me two months free would I consider staying. My signal issues wasn't a massive inconvenience at work, since you know, I was at work but still slightly annoying - as the deal was good with the two months free I advised that I would. The 1st month came along and vodafone sent me a bill, I advised them that I was supposed to have the two months free, they apologised, waived the first month and advised I would get the second month free. The second month came along and I got charged (a albeit lower amount due to how they structured the billing) I then asked them to refund that amount and as of yet they haven't. I read that in contract law if a term is broken the contract can be repudiated by the losing party - does this apply to small claims court / is that the best case to do it. I realise that it seems like muchado about nothing but I wanted to cancel initially and have lost all faith in vodafone now, moreover they have had over 8 weeks to put this right and have not as of yet.

I had a contract with Vodafone which I took out in 2008, I got into financial difficulty and my contract was cancelled in 2010. I was on disability benefits at the time and suffering from mental illness but I don't know if that is relevant. In October last year I took out a brand new contract with Vodafone and my payments are up to date. I have been contacted by a debt collection agency (Lowell) chasing a debt of £210 from my Vodafone contract cancelled in 2010. Having chatted with Vodafone via their online chat they have informed me that this was my bill plus an early termination fee. I now have my current contract and an old debt to Vodafone to pay and I cannot afford them both. Can Vodafone chase an old debt if they have issued me a new contract? Do I have any options here?

I recently phoned vodafone to settle an old account which is showing as defaulted in 2014, I don't have any paper work and asked them to check the account details based on all my previous post codes as I no longer know this telephone number as it is from an account opened in 2011. The person couldn't find the account details and confirmed that they have no record or account details for this debt even though every month its showing as a default on my credit file. I requested to speak to the department responsible for sending this information to credit ref agency but was told this is not an option. Can I add a notice of correction because I've attempted to pay off the debt but vodafone are refusing to accept payment or can't find the account details to settle this debt?

I have been a customer of Vodafone for many many years now, last year I decided to move my Vodafone contract number from contract when it came to the end of the contract to Vodafone PAYG, a simple task I thought, oh no, people could phone me and txt me but I couldn't reply, all I could do was use the data allowance, many times I contacted Vodafone and each time I was assured it would be fixed within 24 hours, it never was, so I decided to stop going around in circles and take out a new monthly contract as I had better luck with that. So here I am now with a PAYG that receives but cannot send and a new contract SIM with of course new number which I don't want, so I complete the online form to port the PAYG over to the new contract SIM, again I think this will be simple, many people each day do this, no it fails, the number leaves PAYG and enters some sort of black hole, never reaching the contract, a days go by and still no action, I am still on the new unwanted number, during this time it is my birthday, nobody can call me to wish me happy birthday , I contact customer services via the 'chat' I give up after ages being passed from one call centre person to the next, I get dizzy. A further 2 weeks go by, and still I don't have my old number back, I complete the online form again, this time I get an email saying the old number is no longer active Again I contact Vodafone via 'chat', again I passed around 4 times, before they give up this time and tell me to dial 191 as they have more access to the system than they do, so I do this, 36 minutes I am on the phone, I get passed around a bit, I lost count how many people I spoke to but it was a lot, I am told the 'back office' team messed up with the port and it will have to go back to them to sort out, it coule take 48 hours. I dont hold out much hope. Anybody else had nightmare times porting numbers over with Vodafone

Well there you are again – Vodafone is at it. Same old story same old villain same old problem same old rubbish – same old gesture of goodwill. A woman who apparently cancelled her Vodafone contract in about 2011 and has been billed all that time. She eventually stops the direct debit and of course suddenly Vodafone leap into action and get the debt collectors onto her case. Will Vodafone begin a court case and have the whole thing ahead before a court of law in front of an independent judge? No, of course not. Vodafone merely prefer to instruct debt collectors to harass people and to browbeat people and to blight their credit files to a point where those people just eventually give up and pay up in order to get a quiet life. Vodafone again. This time, because the BBC got involved Vodafone agreed to write off the debt – as a gesture of goodwill. This lady was on the verge of giving up and thought that she might have to pay. By the way, although Vodafone have been taking her money for years, it was only for the last two months during which the direct debit had been stopped that they were seeking payment. She simply objected to that and also objected to the fact that they hadn't registered her cancellation and that they had trashed her credit file. She wasn't even trying to get her money refunded all the way back. She had effectively written off because she felt she didn't have a hope – that's how desperate Vodafone customers can eventually become. Apparently we have a customer services rep on this forum somewhere called Lee – I'm not too sure where he is but maybe he would like to comment on this Lee?

My son has seen out the terms of his contract with Vodafone and although he got into debt has a payment plan which he has been paying he no longer wants to use Vodafone as he's provider and they are demanding £500+ to terminate his contract his debt has been passed on to a debt management company fpc which is part of the Lowell group what can he do? :?

I'm completely at the end of my tether with this company and unfortunately there is not a short description of how they have messed me about. It all started when I got my bill at the end of July 2015 for £330.15 which was incorrect and a mistake by Vodafone. I had been overcharged by around £158 which was eventually credited to my account. I have been with Vodafone for over 10 years; I have three mobiles on my account and would consider myself a very good customer. I have never missed a payment in all the years I have been with Vodafone. • When I received this bill for £330.15 I called 191 to query it and the adviser agreed that it was wrong and told me that he would fill some forms in and have it sorted in 24hrs • 48Hrs later I called 191 again and found it still hadn't been sorted, I then called 191 repeatedly for the next 6 days speaking to various advisor's trying to get this sorted out. Eventually I was told it was definitely sorted and I wouldn't hear any more about it. • On Sunday 2nd Aug I got a text saying that if I didn't pay my bill that my service would be restricted, I assumed (wrongly) that this was a mistake as I had been guaranteed by your advisor that everything had been sorted out. • On 9th Aug I got a text saying that my service had been restricted as I hadn't paid my bill. I then called 191 (again) and was told that it was a mistake by Vodafone and the restrictions would be lifted within 2 minutes. • One hour later, still no service on any off my mobiles, (again) I called 191 and was told that they had forgot to lift the restrictions at the technical end and that they would do that now and it would all be ok. Finally after this last telephone call my service has been reinstated. I put all of the above in writing and sent it to the customer service department recorded delivery and never even got a reply. I followed it up 1 month later with another recorded delivery letter asking why I had not had a reply, again still no reply!!! When I got this big bill the first thing I done was cancel my DD as I was not giving Vodafone a free reign to just take whatever they wanted from my account. Once it was all sorted It took me till Dec to get the DD set back up again this took loads of 191 calls and live chats and wasn't sorted till I eventually went into a Vodafone store and the guy told me a box had not been ticked and that is why it had never been set back up again. The next saga was trying to get world traveller added to one of my numbers for a trip to the USA, again, after numerous 191 calls and live chats it was supposed to be added. Unfortunately when I got to the USA I found that it had actually not been added and the phone wouldn't work. To top this all of I received a call from the Vodafone sales team on Thursday 17th Dec 2015 (01709 918625) saying that I was paying to much per month and that she could change my price plans to save me money. I gave her both barrels about all of the above. I got an apology and was told she would put a note on my account and someone would be in touch to discuss, I've I heard this a million times now but no one ever gets back to me. After I got this of my chest we then discussed the various options on my account. I agreed to have one of my numbers increased to 6gb of data unlimited calls and texts for £41 per month and another one of my numbers changed to 6gb data and unlimited calls and texts for £33 per month. and she also offered a refund of £120 for charges I had incurred for going over my data usage. Yesterday Mon 22nd Dec I receive 2 emails from Vodafone, it now turns out that they have put one of these deals on the wrong phone and they are actually charging me £49 per month for both plans and not the figures agreed on the phone. and no sign of the £120 refund. When I found this out I went onto my online account and it was saying the same info, I then started a live chat and got the usual muppet who didn't have a clue what he was doing and couldn't do anything to help. Hence why I am now on here looking for a way forward??? I am extremely disappointed, exasperated and absolutely fed up with Vodafone and its call centres. I have much better things to do with my time than spend hour after hour on the phone to their staff because they keep making mistakes and getting things wrong. Any help or advice would be much appreciated, Thanks in advance Robert

I will try and keep a long story short. Car about to die so for the first time ever checked my CRA,s vodafone default from 2010! Recalled a Lowell letter in 2013 about this so called them. They bought the debt, could not prove it was mine and closed it in 2013 . They sent me the vodafone statement on the account which so last payment 2007 and defaulted February 2008 . Lowell you will be pleased to here gave me compensation for chasing a statute barred debt! I contacted vodafone who replied with "pay by 24th July and we will remove the default as it will be over 6 years old. Lowell docs say the default was registered in February 2008 yet vodafone placed it in 2012 but their letter says statute barred 24th July this year. I have the docs from Lowell so will get a sar going at VF what should the next steps be. I feel I already have enough to take VF to court. Ex pertain asked for info from VF and then hid the default as they had no reply in 28 days. When I checked today it was back on for the third time and all VF did was copy and paste the letter sent to me saying pay by the 24. This has caused me loads of pain and so it continues. Spoke to the ICO and not great lep there either.

Hi,just joined,i am in the same boat,going through hell trying to get my money refunded for an online PAYG phone i never got & trying to get my money back. I am waiting on resolver with my case to see if they can help,at the end of our tether my wife & I are pensioners we need our £70 back.

Hello, 20th January I received two phone calls from one number. 21st January, the same number called me. Upon answering, the vodafone rep asked me a few questions about my phone, what i use it for etc etc. After explaining to the vodafone rep that I work night shifts and her call woke me up, she persisted in asking me questions. I answered a few more questions and could feel myself waking up even more... In the end, I became annoyed and told the rep that I am going to have to end the call because I need to sleep in preparation for my night shift. The rep still persisted in asking me even more questions!!!!!! So, I become more annoyed and ask to speak to a manager or supervisor. The vodafone rep apologised and said all managers are busy, but someone will call me back. No call was received. My question: I have contacted vodafone for a PAC code so I can keep my number and move to a mobile supplier who does not contact its customers with sales calls etc. But now that Vodafone have my number, am I likely to receive calls from them in the future when I am with my new provider? I know this may not seem a huge problem to some people, but as I work nights and need as much sleep as I can in the day, I do not want vodafone to persist in calling me!

Hi, I'm hoping for some advice. My wife has a cell phone contract with Vodafone and in March she visited our local vodafone store and added 2 additional lines into her account. These were data only sim cards for use in portable devices that Vodafone offer on a 1 month minimum term contract (ie cancelled with 1 month notice.) These were used for a short term requirement, and in May she contacted Vodafone to give notice to cancel and remove these two sims cards via the online webchat. The customer service representative accepted the request and confirmed that the cancellation had been accepted and the cards would cease in 30 days. We have a copy of the transcript here. A couple of months later, my wife looked at her bill and saw that she was still being charge for the 2 data sims card. She called vodafone this time, and spoke to the customer care team. They acknowledged that the cancellation had been received and had not been cancelled in due to a systems error. They apologies, confirmed that the cancelation was now actioned, and promised to refund the months that were charged in error. In September, I turned on a device with one of these sim cards installled and found that it connected to mobile broadband service. I notified my wife, who checked her bill - and saw she was still being charged for the sims cards. They are still active and no refund received. This time she visited the store to express frustration. The store staff told here they cannot help and she must phone customer services. She phoned customers services. Was told that the cancellation has not happened in error and that it has now been actioned. Refund is forthcoming. In October the sim cards are still active. My wife is in tears with frustration, but I tell her to call again. this time she is told that because the card was used in September (when I switched on the device) she will not get a refund for September, but otherwise, it's an error, really, truly the cancellation has been processed and she will get a refund minus September. Last week, no refund, cards still being billed, we went back into the store and spent two hours making a nuisance to the poor staff there to try to resolve it. They say they can't do anything but make a note on the system for a supervisor to look. I'm looking for advise what to do next? Vodafone owe several hundred pounds in payments they've taken. While acknowledging that they should not be, they seem unable to stop billing for the service. We've both spend hours and hours trying to resolve it over 7 month period. My wife doesn't want to cancel the direct debit, because she still needs her phone, which remains active on the account under her contract. Can anyone suggest next steps? Thanks!

Now this is going to be the opposite of most complaints regarding Vodafone bills but I'm hoping you guys can offer some advice. Long story short is that I had multiple issues with Vodafone which resulted in them crediting my account so that I got one month free. This corresponded with changing my tarriff and now every month it shows that my monthly bill will be £105.00, this is until my billing date when this changes to the credit sum of -£32 and it states that I have nothing to pay. This has happened again this month for the third month running which means that I have not paid them during that period. This is obviously down to some error on their part after the changes they made to my account. My question is this - Is it my responsibility to contact Vodafone and tell them of this or is it down to them to realise their mistake and rectify it? Also are they within their rights to charge me for the months that they have not charged me for or because the error is at their end can they not request this payment?

Hi Lee/Vodafone rep, Ordered a Vodafone PAYG phone to be delivered to store. Never took delivery and so contacted Voda support for a refund to my debit card.However, promised refund still not received. Have chased multiple times since the beginning of October (phone & web chat) with no joy. Please assist. Thanks.

Long story but here goes I did a credit check on myself in regards to getting a mortgage. It had a default on it from Lowell, which was dated 05/05/2013. I thought this was strange has I had no contact from Lowell or Vodafone in 18 months, Lowell and Vodafone even had my wrong address. Obviously this has meant my mortgage has been refused. I phoned Lowell up and said, I would make a final payment on the basis the default is removed or the account status marked as satisfied. They agree and took the full payment. The amount owed has changed to satisfied, however the account status is still default. I also checked yesterday and the date of default has changed to 01/03/2012, around the actual time that the account would of defaulted. This has confused me, any explanation why they would of put it 05/05/2013? just spoke to Lowell, requesting the account status be changed to satisfactory or removed altogether. They told me this could not be done by them, but by Vodafone. I told them I would like a refund (I said you have gained money from me by deception, and that is against the law). Which they agreed to do. They explained that I would have the balance shown on my credit file. I told them that was fine, and I would take a dispute up with Vodafone. In which they replied "Any dispute must be taken up with them":???: she told me the default was applied by Vodafone, even though it has Lowell Portfolio as the name on the credit file, but that any dispute must be through Lowell and not Vodafone. So now I am confused. Anyone shed a light on this madness? I was debating whether I should write to them asking for the copy of my credit agreement with them. Am I right in thinking that if this is not available then the default should be removed? What other action/complaints can be made? this whole fiasco has cost me a house. I would go as far as causing me quite some emotional distress. I know Lee is registered on here, and have spoken to me and he has been quite helpful. I have some paperwork I need to send to him once I borrow/buy a scanner so will not discuss the issue with Vodafone until I have spoke with him. But it looks like there was no debt. So what action should I take now? Who should I dispute this default with? If all else fails, could/should I take legal action? Thanks in advanced for any help

Well this is a shock and certainly something that I will be aiming both barrels at Vodafone for... In everything that has gone on recently, I have just found an all so lovely default from these guys. I wont be held responsible for my next steps with them as I am Disgusted. I wont say how much this is for.. But lets just say its the highest amount I have ever heard off for a Vodafone account.... Basically I have been in and out of the country for the last few years working, I left for almost 9 months earlier this year on work and spoke to Vodafone to set up a DD to pay for everything while I am away... (I usually set up auto payments so I don't have to manage anything over here while I'm away) In March , I was packing to go away so made a call to a gentleman at Vodafone Customer Services during the middle of the month, with a view that March's payment would be set up for DD. He confirmed my DD details and advised as per normal that a DD would be taken on the 1st April around that time and then the same until further notice. I have just found out that no request for payment was ever made. This in turn has caused the account to default even though Vodafone had my card details on record and could have then taken the payment via that method... Lee - I want this sorted.... If not SAR and Legal Action will be coming your way... I am fuming... But I will give you the chance to try and resolve this....

Hi all, been receiving letters from Lowells chasing an old vodafone debt. I believe the "Said" amount owed is not the actual amount owed. I have so far been ignoring their letters as they are a bunch of shysters and have received a " Pre-legal Asessment letter offering a 40% reduction or a threat to be taken to county court. I don't even know if: A. The account is statue barred B. The amount showing is correct C. The debt is even mine. Any help would be great-fully received. Thanks

Please can some advise me on what nessary steps I should take with my problem. Last month "September 2015" I was called by the vodaphone rewards department with an offer on my account. I have 3 lines on my account and was told that I was a good customer with vodaphone and would like to offer me a broadband on the account. Line 1 is my iPhone 5s =£42.50 Line 2 is a iPad =£21.44 Line 3 is a iPad =£21.44 These are i was told by the adviser from the rewards dept that if I took out this broadband account they would cap my total bill to £105.00 a month. I agreed that was ok... I also told the advisor that I will be leaving vodafone in February and going with another service provider as the contract runs out then, vodaphone did not tell me over the phone that I would be taking out a 4th line on my account. Under no circumstances was I aware of this 4th line until I called them 3 weeks ago as I was charged £11.00 a month for the broadband and I was not told that I was binding into a broadband contract for 12 months.. . I really am annoyed everyone I ring them I'm getting thru to someone in India who can't speak proper English and it's really frustrating !! What are my options I feel I have been Mis sold another contract here!

My niece is being hounded by Vodafone for a mobile phone she ordered on contract. She changed her mind and returned it immediately without using it. She has been in touch with them countless times stating it has been returned and they have even stated to her, during one conversation over the phone, that it was received in the warehouse yet they still say she has it. She has now received a letter from a DCA stating she owes £1000 for the phone and cancelled contract. Any ideas on how she can get this sorted out as she us now beside herself? Thanks in anticipation!