vodafone capquest stalemate please help **RESOLVED**

[gstanny]

hi all.

my widowed mother had a payg account with vodafone for years. she was 72 years old. around august 2009 she was diagnosed with a terminall illness (lukemia) from then on she was phoning family and friends quite a lot and paying £50-£60 pound a week top up. she could not afford this but given her condition she needed to talk to people. she asked me if i could phone vodafone and get her on a better tarrif without going on a contract. vodafone told me they had some good deals on short 1 month contracts which were ideal for my mother at the time. as she did not have a bank account i was advised by vodafone as it was only a 1 month contract i should put it in my name (this was all done over the phone without my mothers permission although she didnt mind) all was fine till her condition got worse.

she was using the phone all the time running up bills of over £250 a month, so i again phoned vodafone to see if they could help. vodafone told me they had a tarrif on a 12 month contract 6000 mins at £60 a month or something like that (i have no paperwork in front of me) i again advised vodafone that my mother was terminally ill and had probably months to live so a twelve month contract was out of the question. he was very helpfull and told me if or when my mother died that due to the circumstances vodafone would cancell the contract to me on my mothers death. all i needed to do was phone vodafone and send a copy of the death certificate to them so after a little reasurance from vodafone i took the contract. all was well untill the 20th of april this year when my mother died from her illness.

 

i phoned vodafone to let them know of my mothers death and they initialy denied any agreement had been made. but they found details of the agreement from somewhere and agreed that although the agreement shouldnt have been made it had, and to take a copy of the death certificate to my nearest vodafone shop (pontefract) which i did . i thought that was the end of it till a few months later i got another bill. phoned vodafone again, they agreed the contract should have been cancelled and they would sort it. they didnt. got more bills and was ill myself at this time so my wife phoned them they were very sympathetic and said they would find details of the phonecall relating to the contract and sort it from there.

weeks later the alledged debt was sold to capquest who will not listen to anything i say and just want the money they phone me 4-5 times a week . vodafone say it is out of there hands.

 

i am a disabled man with a heart condition and cant cope with this anymore.

i must point out that there is no money owed to vodafone for any phonecalls or services just line rental and cancellation fees, over £1200. is there any way to settle this dispute if neither vodafone or capquest will listen.

sorry for the long post but had to get it off my chest

[silverfox1961]

Hi,

I'm sorry you are going through this but you have come to the right place.

We have a very valuable member here called Lee who works for Vodafone and if anyone can help, he can.

 

I will post a link for you to follow.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems&p=2343770&viewfull=1#post2343770

[gstanny]

thank you so much for the quick reply

[silverfox1961]

If you need any more help, just shout. We are very friendly---honest:jaw:

[locutus]

I'll second that, follow the advice that silverfox linked to :-

Hi CAG members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on CAG is with the very best of intentions.

Vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.

https://help.vodafone.co.uk/system/s...PARTITION_ID=1

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.

 

Many thanks

 

Web Relations Team

Vodafone UK.

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue.

 

If you post the automated reply reference number here aswell, it will make marrying your details and thread easy for the webteam, and help toward a speedy resolution

[gstanny]

hi again have you a step by step guide to add a link and follow the advice please. just dont understand it. thanks

[locutus]

Click here

fill the "subject" line with "WRT135"

Post your problem, Vodafone account number, mobile phone number,name and date of birth, aswell as a link to this thread (http://www.consumeractiongroup.co.uk/forum/showthread.php?276357-vodafone-capquest-stalemate-please-help

 

Finally, reply to this thread with the automated reply reference number that you get emailed back. That should get the ball rolling, and hopefully help the Vodafone Webteam sort this problem out quickly.

[gstanny]

thanks locutus WRT135 3926282

 

done that, do i just wait for lee to contact me now.

sounds like from what i have read on another thread that capquest should not be persuing this alleged debt anyhow due to being in dispute with vodafone. thanks

[locutus]

Spot on 100% correct, wait for Lee (shouldn't be long)

 

Keep us updated.

[Lee Vodafone Company Rep]

Hi gstanny,

 

It's once again great to see the support you've had here while I've been away.

 

I've just checked our emails and am pleased to confirm that I've got yours and will be getting back to you as soon as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[gstanny]

bump

[Lee Vodafone Company Rep]

Hi gstanny,

 

Rest assured that I haven't forgotten about your case and I'm aiming to be able to come back to you later today.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[gstanny]

thanks lee just panicking

[silverfox1961]

Try no to worry. Once Lee gets all the info he needs he does get back to people.

 

I shall be testing Vodafone on behalf of my daughter once I get her authorisation and all the details.

[Lee Vodafone Company Rep]

Hi gstanny,

 

Thanks again for your on the phone over the last few days.

 

As promised, as soon as I have an update on the final aspect of your case which we discussed I'll be back in touch with you.

 

Try no to worry. Once Lee gets all the info he needs he does get back to people.

 

I shall be testing Vodafone on behalf of my daughter once I get her authorisation and all the details.

 

Hi silverfox,

 

Thanks as ever for your support.

 

I'll pick up your case in a moment or two.

 

Kind regards to you both.

 

Lee

 

Web Relations Team

 

Vodafone UK

[gstanny]

quick update

lee got all the charges wiped off, and an appology from vodafone. just waiting now to see if lee can get my credit file wiped clean as vodafone have put me on as a bad debter.

nice to have someone from vodafone who will listen and believe what you tell them + do something about it . thanks lee and all the other caggers who have helped me.

[locutus]

Let us know when that happens, I'm sure a mod will mark the thread resolved and add it to the ever growing list of success stories!

[MARTIN3030]

Thanks for update.

[postggj]

why cant all companies follow lee at vodaphone customer service skills

 

its allways better to use sugar rather than vinager

[Lee Vodafone Company Rep]

Hi gstanny,

 

Thanks for returning to the thread to confirm that we've nearly got this one sorted out.

 

As promised, as soon as I've got an update regarding your credit file I'll get back in touch with you.

 

Thanks for those kind words postggj - it's always nice to see that our work continues to be noticed on CAG.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[gstanny]

RESOLVED thanks lee and all the other caggers who helped me through this extremley hard time.

vodafone appologised for there mistake and admited there was evidence that i had an agreement to cancell the contract on the death of my mother. they removed all the fees, (nothing at all to pay) and returned my credit file back to what it was before.

i am very happy with vodafone and the results lee got for me. why cant vodafone have people like lee to deal with problem accounts from the start (honest reliable genuine people who get back to you when promised) instead of people who just tell you what you want to hear to get rid of you. and capquest they are a bunch of bullying illegall cowboys vodafone dont do themself any favours employing this shower of intimidating phone pests who will not listen to anything you have to say . thanks again gstanny.

[silverfox1961]

WOW-what a testament to Lee and the team.

I will take great pleasure in marking this thread resolved

 

Congrats

 

Fox

[gstanny]

thank you very much fox. lee doesnt mess around, if you are right he gets the job done

[IdaInFife]

added to resolved thread

[Lee Vodafone Company Rep]

RESOLVED thanks lee and all the other caggers who helped me through this extremley hard time.

vodafone appologised for there mistake and admited there was evidence that i had an agreement to cancell the contract on the death of my mother. they removed all the fees, (nothing at all to pay) and returned my credit file back to what it was before.

i am very happy with vodafone and the results lee got for me. why cant vodafone have people like lee to deal with problem accounts from the start (honest reliable genuine people who get back to you when promised) instead of people who just tell you what you want to hear to get rid of you. and capquest they are a bunch of bullying illegall cowboys vodafone dont do themself any favours employing this shower of intimidating phone pests who will not listen to anything you have to say . thanks again gstanny.

 

Hi gstanny,

 

Thanks very much for returning to your thread once again to confirm that everything has now been fully resolved.

 

Whilst I appreciate and understand that things hadn't got at all according to plan initially here I hope that my intervention has gone some way to restoring your faith in us.

 

Take care,

 

Lee

 

Web Relations Team

 

Vodafone UK