What would you do?

Rybo89

Rybo89

Rybo89

Soldato
Joined
13 Jun 2007
Posts
13,951
Location
Chesterfield
Hello guys,

April 5th i took out a Vodafone contract through CarphoneWarehouse. Straight away the guys there helped me get my old number ported over to the new contract. Both my old phone and new phones simcards went dead within a hour, 5 days later they was still both dead and after at least 10 phone calls to Vodafone and getting nowhere i decided to go into CarphoneWarehouse to see if they could do anything.

So on the 10th of April i went into CarphoneWarehouse and the guy there said i would be best getting another contract as Vodafone are rubbish and i could be without a number for another week (his words). I just needed a phone that worked so i let him do what he needed to do to get me a working phone number and he set up a EE contract for me and did a early cancellation on the Vodafone contract and told me to cancel the direct debit to Vodafone to finalise the cancellation.

So i went home and rang my bank to cancel the direct debit...

Roll on to about 2 months ago i decided to check up on my credit account and straight away noticed my perfect credit rating is now in the orange and i have a 2/5 score. It pinged up a red 4 months late payment to a Vodafone contract. Straight away i rang Vodafone to find this contract is still running and obviously they haven't received any payments.

I went straight down to CarphoneWarehouse and found the guy who supposedly cancelled this contract who put his hands up and admitted fault was VERY apologetic and said he will do everything he can to get this sorted and will keep me updated on whats happening. Anyway 2 months on i havent heard a single thing from him, i have been into the shop 7 times since then and even though he still works there, i haven't managed to see him since.

CarphoneWarehouse advised me to pay the whole 24 month contract off and they would reimburse me whole money once i forward the final bill to them and then they would deal with the now Default for me. I rang and paid Vodafone over one of the phones in CarphoneWarehouse in front of there staff and then forwarded the bill through email to the girl i was talking to and then also forwarded it to another guy there. Which they said they have sent off to there disconnection teams and that i should expect a cheque through the post within the next 2 weeks. This was about a month ago...

Anyway still no cheque through the post and i know nothing has been done as every time i ring CarphoneWarehouse they never have a clue what is actually going off so i end up having to explain the whole situation every time i ring up and have now sent this 'final bill' out to 6 different advisers.

So basically after 2 months, 33 hours of calls totalled up, 8 trips to Carphone Warehouse, a wrecked credit account and stress levels through the roof at times... I still haven't got anywhere. Talking to a few people (boss/friends etc) they think i should now stop wasting time with CarphoneWarehouse and go down the legal route and sue them. Now, i have come here to ask as i want to see what you lot think and what you would do if you was in this situation.

Also i rely on credit accounts for my work. Which will be affected if i ever need to increase any limits. My credit report is now showing a settelled Default, so im in the red and got a 1/5.

Thanks
 
Saw carphone warehouse and stopped reading. They're a bunch of absolute incompetent buffoons.
 
Defaults are bad news they stay on your account for 6 years.

The is no way to remove the default unless the company that issued it contacts the appropriate credit reference agencies.

I would see a solicitor if it was me, as it looks like you are urinating in the wind dealing with it personally.

Good luck!
 
itchy said:
Defaults are bad news they stay on your account for 6 years.

The is no way to remove the default unless the company that issued it contacts the appropriate credit reference agencies.

I would see a solicitor if it was me, as it looks like you are urinating in the wind dealing with it personally.

Good luck!
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Hello,

Vodafone have told me if Carphone Warehouse Disconnections team contact them to let them know the situation and forward the proof that the contract should have been ended on the 10th of April, they will remove the default as they have there own credit department that have the access to remove the default right away.

Yes, it is that simple. But yet CarphoneWarehouse have still not done this and don't seem to want to even try doing it.

The last time i went into the shop it was about this and the lad there was on hold to Vodafone for 40minutes to be told the Disconnections team need to contact them and he said he sent a note off to them to do this. Now they are saying they cannot do this until they have had the Final bill which has now been sent out to 8 different people who have all supposedly forwarded it on to the disconnections team. I have ask numerous times if i can just speak to the disconnections team my self so it can get sorted properly to be told they don't have the means to talk to customers and are only contacted by CPW staff through email/notes.

All a load of ****** basically.

If i listed everything the OP would be 10x bigger but im crap at putting this kind of stuff together.
 
You are certainly farting against thunder speaking to anyone in the shop. See if the CEO of CW has a ******* or fudbook account and shame them in to action. Monday morning around breakfast time is best, so he (or his PA) reads it first thing.
 
I had similar years ago, also from CPW. I went in store, signed up a contract with Vodafone and that was that. Except it wasn't, it rarely is with these idiots. They gave me a "free 30 day O2 sim" with no strings attached, simply throw it away after the 30 days or into into wanted to keep it, sign up to a contract. Three weeks after this I moved house and changed all my addresses with Vodafone and whatnot. Eventually I went in store as I had a problem with the phone and the guy said I was 4 months overdue on my O2 contract. I hit the roof and ended up with a default on file which I couldn't remove as O2 and CPW just kept pinging me from post to pole without sorting it. I rode it out and it's now gone but suffice to say I won't be going anywhere near either f those companies too. I also had loads of issues with TalkTalk which dragged on for months. Discovered later is the same company as CPW.

Absolute ***** of the highest order. If is knew then what I know now, I would've sued the hell out of them. Hindsight eh?
 
Arazi said:
Isnt Vodafone the company that's just been fined 4 million for bad customer service?

e:
Aye: http://www.bbc.co.uk/news/business-37772118
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That was three years ago and has been resolved. I am not saying at all that what happened can in anyway be defended, but it was a monumental I.T issue.

OP, I do not work for CPW, I work for VF and whilst I work in HQ and not in customer services, I might be able to help.

I cannot promise anything, but I can try to and am certainly happy to do so for a fellow forum member.

If you send me all you know by trust, I can have a look on Monday and see if there is anything I can do. I'll need the account number etc and I can hopefully forward it to someone who can help.

The issue may well be with CPW but at least I can try for you. I will email you back from my work email on Monday so you know I am genuine. :)
 
I've been with Voda for 10 years and very rarely had a problem. In this time I've managed to squeeze them for a brand new Xperia (the first one Sony made, years ago), another nondescript small phone as a temp replacement whilst mine was repaired, and an iPad 2. All for free, all results of their mistakes.
 
Never, ever, ever cancel a direct debit through your bank. Always contact the company to inform them you want to cancel your contract.

Also, never, ever trust salesmen because they are never doing you a favour.

I phoned BT because I found out I had been paying for a TV pack I never wanted (or asked for) to be told by the very apologetic and "nice" guy on the phone that I would be refunded. He also told me he would send me a mobile sim for free as a way of saying sorry. I told him thanks for his help and hung up happy I had it sorted.

A few days later a mobile sim arrives that I had no intention of using. Though before binning it I thought, go check you BT profile to make sure this is not some sort of BT scam. Well right enough I had a BT sim only contract for £10 per month magically added to my bill. I was right on to BT to get this cancelled. Cheeky ******* was literally scamming me while I was on the phone asking how I was paying for a TV pack I never ordered.
 
The thread of small claims seems to get simple things moving when they are made. Put it in writing to the manager of the local shop and say they have had plenty of time to sort it out. Just say you have lost out (or will do once you pay the contract)

I also work for VF and I have to admit that personally I have had the same problem moving the wifes phone to the network. 8 days of ear bashing I got for the pleasure so never again....
 
PapaLazaru said:
That was three years ago and has been resolved. I am not saying at all that what happened can in anyway be defended, but it was a monumental I.T issue.

OP, I do not work for CPW, I work for VF and whilst I work in HQ and not in customer services, I might be able to help.

I cannot promise anything, but I can try to and am certainly happy to do so for a fellow forum member.

If you send me all you know by trust, I can have a look on Monday and see if there is anything I can do. I'll need the account number etc and I can hopefully forward it to someone who can help.

The issue may well be with CPW but at least I can try for you. I will email you back from my work email on Monday so you know I am genuine. :)
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Thats a great offer.
Hopefully he can get you sorted OP.
Good work Papalazaru.
 
You need to exhaust vodafones complaint process, then when they fail (which they will, because they are useless), escalate to the ombudsman. The contract was cancelled, so regardless of what CPW have done (which appears to be a greedy sales person after the commission, which you also need to persue of course), Vodafone should still have not left you in this position. (I am assuming here CPW did indeed make the cancellation and it's vodafone that ballsed it up? Unless I am reading it wrong?)

.

I had a loosely similar issue in December 2015 resulting in the cancellation of a mis-sold contract (by them directly) and it has taken 10 months for them to remove it from my credit file. They were unwilling to help until the ombudsman got involved.

I asked for £80 to cover my expenses / time as part of my complaint, which the ombudsman instructed them to pay, although advising they usually cap that kind of cost at £50, but since I had itemised and justified all my costs they would agree with it - Suggest you do the same. Think about call costs, travel time, time spent sorting the issue out etc.
 
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Carphone sold me what looked to be a second hand phone that was previously used by one of thier staff I'm guessing. It was for a HTC hero when they first came out and when it started acting up, I took it back to be told it was water damaged after 10 minutes of waiting. I queried this and was shown a photo of a sticker that had turned to red apparently indicating water damage.

When I took the phone apart myself, the photo they gave me didn't match the mainboard. There wasn't even a sticker inside. The only sticker that was in the phone was on the battery and it was white.

In the end, it wasn't a fault with the phone and a firmware update fixed it.

Stay well clear of them.
 
jimjamuk said:
The thread of small claims seems to get simple things moving when they are made. Put it in writing to the manager of the local shop and say they have had plenty of time to sort it out. Just say you have lost out (or will do once you pay the contract)
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^^^ this

seriously after all the phone calls, visits and faffing about I think you've been through enough OP - 'small claims court' and letter to their branch manager + CC head office

you've got enough of a paper trail and they know they're in the wrong - hopefully someone in legal will see it and someone in either then branch (hopefully a manger) or their head office will be told to sort it

failing that, if it gets the the court date then they've obviously had an admin screw up so won't turn up and will lose by default - so you might as well account for your wasted time and bill them for that too when you write to head office
 
PapaLazaru said:
snip
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Very kind of you, appreiciate that a lot. I am hoping to get a call back from CPW today (which will not happen) and will be going back to the store later to get the names of guys i have spoke to and the manager of the store as i know he/she is aware of the problem, as they all seem to run to him/her.

I dont think Vodafone can do anymore until CPW's connections team pulls their finger out and actually contacts them to deal with the problem.

Ill happy forward my details though if you can have a quick look into it and see what can be done from your end. Again thanks :)

On the fault side i have Vodafone blaming CPW, then CPW absaloutly slating the hell out of Vodafone both instore and over the phone. All i know is when i first went to CPW to tell them about the problem, soon as the guy logged into my account a big flashing screen come up saying 'Disconnection failure'. Shame it took 4 months for it to be seen and only because i went into store. So not quite sure who the blame lies on. Either way though, CPW have been absaloutly useless and not even tried to deal with the problem.
 
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