Vodafone default incorrectly applied - needs removing fast! **ANOTHER SUCCESSFUL OUTCOME **

[clarabel76]

Hi

 

I've noticed a number of people with default problems with Vodafone and hope that the Web Relations team,

who seem very efficient, may be able to help me out with my (more recent than most) problem.

 

Vodafone applied a default to my account on 28 April and I received a letter from a debt collection service on 3 May.

 

I settled with them immediately for £23.38!

This is for a dongle account, which I scarcely used.

 

This scarce use caused me to accidentally cancel a direct debit in December 2012 and therefore miss subsequent payments.

 

I missed the letters about this of Jan 16 and Feb 19 due to some personal crises

(my partner experienced the 1% chance of a brain haemorrhage following brain surgery in January

so we were in hospital when the first arrived and I was his sole carer when the second arrived.

 

I was unconcerned about keeping on top of finances as everything I do is on direct debit).

 

HOWEVER, the key fact is that I settled the account with Vodafone on 16 April by BACS transfer

and have the statements to prove this, also signed off by a Vodafone shop staff member on my file.

 

So the default marker should not have been applied and the escalation shouldn't have happened.

 

Vodafone are claiming the payment wasn't received,

but the bank transfer details are all 100% accurate and correct.

 

What can I do to get this default marker removed quickly?

 

I was in the process of making mortgage applications and have, therefore, put a hold on that now.

 

I have written to Quality Assurance and will send letters with the statement information by recorded post (as advised by many online)

to both of the addresses that Vodafone have on their files

- the guy in CS today didn't seem to know which,

and he clearly thought the whole process was ridiculous.

 

I will attach statements, but really Vodafone have all the information they already need, given that CS have sent an email to QA today.

 

I'm mainly anxious as I can see online that it's taken some people YEARS to sort this kind of thing out and I don't have years to give to this.

 

The thought makes me sick.

 

I hope that I can get some advice on how to make the process as speedy as possible.

[dx100uk]

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 at webrelations@vodafone.com quoting ‘WRT135 – CAG Forum’ in the subject line.

.

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.

****Also you will get an auto reply number. Post the number you get back this thread ***

 

Many thanks

 

Web Relations Team

Vodafone UK.

 

 

post the ref number back

 

dx

[clarabel76]

Thanks for this response. An email has been sent to you and I look forward to hearing from you.

[dx100uk]

well its not me its lee

 

did you get a reply number you should if you follow that ilnk

 

dx

[clarabel76]

Thanks, but no I didn't yet get a reply with a reply number or a link to follow.

 

Cheers for checking!

[Lee Vodafone Company Rep]

Hi clarabel76,

 

Thanks again for bringing this to my attention.

 

Following my reply to your email yesterday could you get back to me as soon as possible so I can get this looked into further?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[clarabel76]

Hi clarabel76,

 

Thanks again for bringing this to my attention.

 

Following my reply to your email yesterday could you get back to me as soon as possible so I can get this looked into further?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

Hi Lee

 

Odd, but I didn't receive a reply from you yesterday - would you mind sending it again and I'll get back to you as soon as I can?

 

Cheers

[Lee Vodafone Company Rep]

Hi clarabel76,

 

Thanks for coming back to me.

 

I'll send it again in a moment.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[clarabel76]

Hi Lee

 

Still nothing from you. Would you like me to resend the original email so that you can check you're getting my email address right?

[Lee Vodafone Company Rep]

Hi clarabel76,

 

Not sure what's happening here.

 

I'll reply to your original email again in a moment.

 

If you don't get it straight away could you check your Spam/Junk folder for me?

 

Failing this could you email me again via the Contact us form here and quote the code WRT135 - CAG Forum in the subject line?

 

Once sent you'll receive an automated reply with a reference number. To make sure it reaches me could you update the thread with this and I'll get back to you as soon as possible?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[clarabel76]

Just an update to say thanks so much to Lee for his incredibly efficient, customer-focused response to my situation. My account is now clean thanks to his intercession on my behalf, not only removing the erroneous default, but also persuading the Quality Assurance team at Vodafone to show some compassion regarding my particular circumstances. I am deeply impressed by his actions and the speed of response and simply wish that other contacts with corporations could be as compassionate and efficient.

 

Thanks again!

[citizenB]

Thanks for updating your thread, clarabel.

 

I have amended your thread title to reflect your successful outcome.

 

I am sure that Lee will appreciate your comments as well.

[Lee Vodafone Company Rep]

Hi clarabel76,

 

Thanks very much for taking the time to post such great feedback about the outcome of your case, it's appreciated.

 

As a lot of the regular members of CAG will attest to, I've helped a fair few customers over the years and it's still fulfilling to see such a positive result.

 

Take care and all the best for the future.

 

Lee

 

Web Relations Team

 

Vodafone UK

Edited May 17, 2013 by ims21