Why has Lowell contacted me about my Vodafone account?

Sometimes companies sell accounts with outstanding balances to another company. Vodafone has sold your account to Lowell, so you now owe the balance to us.

We'll help you manage your account and look at your options.

Your balance could be something to do with a Vodafone mobile, SIM-only, broadband, or mobile broadband account.

Common reasons people have an outstanding debt with Vodafone include:

• monthly service charges, also known as airtime
• charges Vodafone added before the account closed
• an Early Termination Fee (ETF), which may apply if you ended a
• contract before the agreed minimum term
• charges for services used before cancellation
• additional usage not included in your package

If you'd like to see more information about the calculations behind your balance, register or sign in to My Account.

Or get in touch and we'll explain how your balance built up.

If you don't recognise the account or believe it may belong to somebody else:

1. register or sign in to your Lowell account
2. check the application address and other account details 

If you still don't recognise the account after checking the information, get in touch.

We’ll ask you some questions so we can understand what’s happened and investigate for you. 

This can happen for a couple of reasons.

Your payment may not have reached the account before Vodafone sold it to Lowell. And sometimes a payment can fail after you make it, so you might think you’ve paid it, but the payment hasn’t gone through.

You can check the balance and payment information we hold by signing in to My Account.

If you think a payment is missing, get in touch.

We may ask for proof of payment so we can review it, so please have it to hand when you call.

Your final Vodafone bill can include:

• outstanding monthly service charges, also known as airtime
• charges Vodafone added before the account closed
• an Early Termination Fee if the agreement ended before the agreed minimum term
• unpaid balances from previous bills 

This does not necessarily mean Vodafone charged you for services after you stopped using them. If you ended the agreement early, your balance can include charges that were still due under the agreement.

You can see more information about the balance in your online account (register if you haven’t got one).

And if something doesn't look right, get in touch and we'll explain what happens next.

If you had problems with your service, Vodafone would usually need the chance to investigate them.

You may still need to pay charges if you didn’t tell Vodafone about the problem or if you stopped paying before Vodafone agreed a resolution with you.

If you reported a problem and think Vodafone hasn’t taken it into account, get in touch and we'll review the information available.

Outside the cooling-off period, Vodafone needs 30 days' notice to cancel a contract.

A balance can sometimes remain if:

• you ran up charges before the account closed
• the account was active during the notice period
• the contract ended before the agreed minimum term and Vodafone added an Early Termination Fee to your final bill

Even if you moved to another service provider, charges may still apply up to the cancellation date.

You can see more information about the calculations behind your balance in your online account - register or sign in to My Account.

If something doesn't look right, get in touch and we'll help.

Switching provider doesn’t always clear any outstanding balance.

Depending on your circumstances, your final balance could include:

• charges Vodafone added before the switch
• charges during a notice period
• an Early Termination Fee if the contract ended before the agreed minimum term

If you're not sure how Vodafone worked out your balance, register or sign in to My Account to see more information.

And if something doesn't look right, get in touch and we'll explain what happens next.