In July I found out my ex boyfriend had set up a Vodafone account in my name. Not only had he done this without my permission but he had also set the home address to my parents next door neighbors to make sure I didn't receive any of the paperwork through and would not know what he was doing. When the money was taken from my account I went to the POLICE, reported the crime and he was charged with theft and I then called Vodafone to cancel the account and report the fraud. I told the call center everything, and was told not only was the account cancelled but it had been forwarded to fraud and I would be given a full refund for the first months payment. I gave them my crime reference number and was told I the only thing I needed to do was contact my bank and stop the direct debit. I was told refund could take a few weeks. 3 MONTHS LATER after having no contact from Vodafone I received a very angry letter saying I owed them hundreds of pounds and if this wasn't paid then they would contact debt collectors and my credit record would get a black mark. After spending HOURS on the phone I was finally told to go into a store. I went into a store, The girl in there told me she had cancelled the account, had written on it that it was fraud and resubmitted it to the fraud department, she also saw all of my paperwork from the Police including crime reference numbers and my full Police statement. She told me to call the fraud department between 9-5, but as I work full time we agreed to add my Dad's details to the account so he could call up and speak to them for me. A week later my Dad called and was told it was all in hand, I would not be getting a mark on my credit rating and I would receive a full refund and that the account was closed. We THEN received letters and phone calls from debt collectors. Last night my Dad called again and was AGAIN told it had all be cleared up and the account balance was zero and he would shortly receive an email confirming this. No email arrived. When he called again this morning he was told that the Fraud department had actually deemed it not to be fraud, and I needed to take documents into a store. 1. TRAIN YOUR STAFF CORRECTLY. All of your call center staff lie, it's disgusting how difficult is it to look at an account, see what's happening and then connect us to the right person? 2. WHAT PAPERWORK DO YOU WANT. I have taken in all of the Police documents I have and proved that he set up the account to a different address which wasn't correctly checked by YOUR staff. 3. WHY DID NOBODY CONTACT ME ABOUT THE OUTSTANDING BILL BEFORE THE AGGRESSIVE THREATENING LETTER. One letter and this could have been sorted a lot more easily. 4. HOW DO I SPEAK TO YOUR FRAUD DEPARTMENT WHEN THEY DON'T TAKE CALLS OR CALL BACK. How am I meant to ask them why they believe it not to be fraud? 5. WHY AS THE VICTIM OF CRIME ARE YOU TREATING ME LIKE A CRIMINAL. Every time I have spoken to anyone in store or in a call center they have tried to make me pay for an account I did not open. 6. HOW DID HE OPEN AN ACCOUNT IN MY NAME, SET UP THE HOME ADDRESS AS DIFFERENT TO THE ADDRESS MY BANK CARD IS REGISTERED TO AND HOW DID HE THEN GET THE PHONE DELIVERED TO ANOTHER DIFFERENT ADDRESS. Is it really difficult to see that this is BLATANTLY fraud? 7. WHY ARE YOU CALL CENTERS SO HARD TO GET THROUGH TOO. All I want to do is speak to someone who actually knows what they are talking about, the 10 minute automated phone system which hangs up on you. 8. AGAIN WHY LIE. Why are some people telling us that the account balance is zero, some say its sorted and then suddenly it isn't. I watched the girl in the shop write on the account that she'd seen all of the paperwork and that she believed it to be fraud, how can your non-existent fraud department say I'm lying? 9.WHERE IS YOUR FRAUD DEPARTMENT? Uncontactable, never gives a reason for rejecting the fraud claim. Anyone would think you don't have a fraud department and it is in fact a machine sat denying all fraud complaints sent. FINALLY WHAT ARE YOU GOING TO DO?! It's sickening that you think it's okay to treat people like this. I am a complete victim in this situation, I have done all I can to try and get this sorted and time after time your staff lie to us. All I want is for you to admit this account is fraudulent and strike off the money owed. This is THEFT and a CRIMINAL OFFENCE. Absolutely disgusting that as a multinational company you are unable to deal with this matter.