Below can be seen the message which is what i had to result to wrinting to get any response from so called customer service at Vodafone UK..
Some 4 months ago I called to cancel my contract. I was told I had to write which I did so, I also emailed. All three methods of contact have been ignored. I now have a letter from CapQuest to whom I am also replying. Please cease this account immediately as it is now out of term and has been for some while.
I expect a full refund of all billed sums since my initial request. I no longer require the contract or insurance as I have now moved to a company with ACTUAL customer service o2.
If you wish to persist in ignoring matters than I will gladly allow this to go to county court where I will also be seeking damages. This email has been witnessed and I expect a prompt response within seven days
After a bit of back and forth twittering to @VodafoneUK and submitting emails on their website, I finally get the following response.....
I`m sorry to learn that you`re unhappy with regards to the charges on your account.
Just to let you know that to cancel the account, we require 30 days written notice either through a letter or through an email from the account holder.
If we have not received any notice from the account holder to cancel the account then the account remains active even after the contract is completed.
Furthermore, Vodafone will not place a disconnection date at the end of the contract terms because if this happened many customers would be disconnected when they clearly want to carry using the service beyond the initial contract term.
This is the reason why Vodafone places the onus on the customer to inform us of any changes in circumstance or any intention to disconnect.
Having checked your account and I`m sorry to inform you that I`m unable to find any letter or email on your account stating the cancellation of your account. Just to let you know that if we have received any letter or email then it would have been updated on your account and some one would have replied to you.
However, I`ve spoken with my manager and as a one off case, I`ve scheduled your account for cancellation on 31st August 2010. I can also confirm that the charges on your account are correct and I`m unable to credit any charges back to your account.
Mr. Grant, once the contract for the above number is cancelled, you`ll receive a final bill on your normal bill generation date. The final bill will consist of the line rental and the usage charges (if any) until 31st August 2010.
I can also confirm that your account is suspended since 16th May 2010, by our Collections Team due to non-payment of the following bills:
- Bill for the month of April 2010 of £52.93
- Bill for the month of May 2010 of £50.47
- Bill for the month of June 2010 of £50.46
- Bill for the month of July 2010 of £50.47
- Bill for the month of August 2010 of £50.47
The overdue balance on your account is £254.80. Furthermore, I can see that your account is now handled by external debt collections agency. In order to make the payment of the above overdue balance, please contact the following debt collections agency:
- Cap Quest Debt Collections Agency
Well there you go... as a 'one off case', arn't I the lucky one!, my reply to them is below, while I look into this further.
