Goodbye Vodafone, a company I've been loyal to for 15 years. I won’t be back. I never write online reviews. Truly. But after the experience I’ve just had with Vodafone, I felt compelled to make an exception. Let’s start from the beginning. My phone was stolen in London — an unfortunately common occurrence.As part of the usual security protocol, I cancelled all cards that were active on Apple Pay. I went into a Vodafone store the very next day, reported it stolen, and was issued a new SIM card. So far, so good. Then I headed to Apple to sort out a new device. Problem solved? You'd think so, hey. Not a matter of a week later, I began noticing App Store charges coming through on my Vodafone bill — not my Apple account. Confused? So was I. How on earth were App Store payments appearing on my Vodafone bill, especially after I had cancelled the linked cards and replaced the SIM? Turns out Vodafone had, without my consent or knowledge, authorised a remote payment sync between my Apple account and Vodafone billing. Something I never agreed to — and something that, according to some Vodafone reps, should have been deactivated the moment I reported the phone stolen. I spent a total of six hours on the phone with Vodafone. If I ever hear their hold music again, I might lose my mind. I spoke to countless customer service reps, each with conflicting explanations. Some admitted that the charges should never have gone through. Others tried to shift the blame onto me. All this, despite the fact the charges appeared after I had reported the phone stolen and the SIM replaced. I was told I owed £380. Absolutely not. I refused to pay for a mistake that was clearly theirs. I’ve been a customer for 15 years — paying a premium for an overpriced and frankly sub-par service — and now I’m down £2,000 on a new phone and being asked to cover Vodafone’s screw-up? Eventually, after what felt like hostage negotiations (first they’d cover 20%, then 50%, then 75%), they finally agreed to remove 100% of the charges. Sounds generous? It wasn’t. It was damage control — for their own mistake. And it took an enormous amount of pressure on my end to get them to do the right thing. This was back in October. So why am I writing this review now? Because it got worse. After clearing the charges, I asked Vodafone to move my account to Pay As You Go, as I’d recently relocated to the U.S. for 18 months. All seemed fine. Then, during a routine credit check, I discovered a late payment flag from Vodafone had hit my credit score. Baffled, I logged into my account — nothing there. I'm on PAYG, so no bills, no charges, no notifications. I call Vodafone again. Guess what? That mysterious late charge? It was from the original bill before they agreed to remove the Apple charges. So despite agreeing to waive the fees — again, their error — they reported me as having defaulted on a payment. That one flag has now trashed my credit score. For no reason. So here we are. Months of stress, hours of phone calls, gaslighting customer service reps, and a financial headache that’s still causing ripples. Vodafone: you failed on every front. You mishandled a stolen phone report, tried to make me pay for unauthorised charges, strung me along with inconsistent support, and ultimately damaged my credit over your own mistake. What happened to customer service? What happened to accountability? I’m done. 15 years of loyalty — flushed. Goodbye Vodafone. I won’t be back.