Yahoo Finance 'Vodafone cut off my father's phone for three months after my mother passed away'
In 2016 my mother set up a new Vodafone landline and broadband account after visiting a store to discuss her mobile contract.
She passed away some months later, leaving my father struggling to cope with her death. I took charge of his household matters, including the banking and bills. I called Vodafone nearly five months ago to arrange moving the account into my father’s name.
After initially being told Vodafone would have to close my mother’s account and open a new one in his name, I was later informed the account would be switched with no issues or disruption to the service. We thought the matter was resolved and we could get on with our grieving.
We forewarned Vodafone we would approach you if the matter was not resolved, but it still hasn’t been.
KM, Essex
Distressingly, action taken by Vodafone led to your father’s landline, which he had held for around 40 years, being disconnected.
This resulted in him being cut off from family and friends at a time when he needed contact most. Also, as a tradesman, he stood to lose work. Ultimately he was without the number for more than three months, during which time he had to use his mobile phone, which was expensive.
You made countless calls to Vodafone and its promises of action and calls back were not realised. It even, on one occasion, tactlessly called you by your mother’s name.
You went to the appropriate ombudsman but the landline was still not reactivated. Eventually it was agreed that your father would have a written apology and an offer to set up a new landline with all the setting-up fees waived and a credit of £100. None of this was done and anyway this proposed reparation struck me as inadequate.
Further to my involvement Vodafone admitted to serious failings.
It retrieved the old number at last by setting up a temporary broadband and home phone package with the previous number and then arranging the transfer of the number back. The £100 goodwill has at last been paid. I went back to Vodafone and it has agreed to give an extra £200.
