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I am very sorry to read of the above and I imagine what a difficult position it must be. I will certainly try to clarify your options.
thank you. Is there any amounts remaining on your minimum term of any contract with Vodafone please?
thank you. Just press one final point so I have all the appropriate information. To ask the question in another way, roughly when does your contract with Vodafone end?
thank you. This is a relatively simple matter albeit nonetheless extremely frustrating. I have personal experience of Vodafone customer service and sympathise. if you have attempted reasonable explanation and this is falling on deaf ears, the simplest approach is simply to escalate the matter to a formal complaint which will transfer the matter to an independent complaints department to review your complaint to provide you with a full response. you are entitled to escalate the complaint to the Telecom location ombudsman for an independent determination which is binding upon Vodafone on the earlier of their full response or eight weeks whichever is sooner. You can also claim compensation if you have been put to significant inconvenience needlessly as a consequence of their actions or lack of action.
there is no charge to use the ombudsman service. What I think a complaint in relation to Vodafone is straightforward, the complaint in relation to the debt collector is not necessarily so straightforward and it is possible they have done comparatively little wrong if they have taken payment and passed it on to Vodafone, it is then to Vodafone to ensure that payment is processed onto your account properly. If you have complaints in relation to the conduct of the debt collector, for example they were aggressive you could make a complaint to the financial ombudsman ( also a free service in the same way as above)
it doesn't matter whether the payment has been received by Vodafone. Vodafone have from what you say appointed the debt collector as their agent for the purposes of collecting payment and as such, providing you have evidence that you have paid the debt collecting agency, from there, it is a matter between them Vodafone. Payment to the debt collecting agency under agency law is regarded as having made payment directly to Vodafone
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So the place to start would be here:
If not satisfied you can refer here: