Vodafone complaints

fatboy88 · 8 July 2009 at 10:19AM

He doesnt look at his emails, they have a small team who basically just ring back and doesnt really do anything from what i have experienced. Its more a PR practice that the directors office has replied. I'm sure he has his own direct email, just have to work out the various combinations

Vodafone · 8 July 2009 at 2:43PM

Kevinski wrote: »

Hi all 1st post by me hope i did it right

I recently cancelled my Orange contract of 15 years took delivery of a Nokia 5800 and an 18 month Vodafone contract, I established on ordering the phone that Roaming would be switched on as I knew we were going on holiday and its free at the mo. A short while after receiving the phone I tried to send a text to Jamaica. The text failed, this happened a couple of times.

I sent a text to Vodafone to check I was on roaming and free passport package and received a text confirming all was ok.

I rang customer services to set up a password and also spoke about the Jamaican text problem. The lady at customer services stated I had an international bar on my account. She then removed the bar. My text to Jamaica then sent ok, I received one in return and then was unable to send anymore. We phoned customer services again and were informed all was ok, but gave a few instructions to manually set the service provider.

We arrived in Greece and I had no signal. We rang customer services and were given manual instructions regarding taking the sim out and turning the phone on & off etc. In the meantime I received a Vodafone GR signal, but lost it shortly after. (sim Registration failed) To cut a long story short I had no signal all week, while my partner had a full signal. When I swapped the sims both worked perfectly. Vodafone Cust Services (Egypt) promised me a new phone and sim.

On leaving Greece on 16th June I phoned as advised to order my new phone for delivery on 17th. We waited in all day but the phone didn’t arrive. New sim card was received on arriving home. At about 8.15 am on 18th I phoned and without apologising customer services contacted the courier company and said it would be delivered that day. As I wasn’t going to be in we agreed they would leave it with a neighbour and would inform me by text where it had been delivered. No text or phone was received.

At about 20.00 that evening I phoned customer services again and was put through to 3 wrong departments before we spoke to someone who tried to deal with the problem. After over 27 minutes on the phone to customer services. We were no further on, had no further information and no further help. The conversation ended when the battery was about to die and when your customer service person advised that we ring back tomorrow.

I emailed my complaint to Vodafone on their website, I have sent a letter to the Banbury address……. 11 days later both have been ignored.

So…..
Customer service (customer lip service) 0 out of 10
I still have a faulty phone
can only send 1 text abroad per day
I’m still waiting for a reply to my complaint
I’m still wondering whether to pay the bill they’ve sent me

Hi Kevinski,

Has this been resolved for you now?

If not, could you send us an email using the 'Contact us' form on the Vodafone website with your details? When sending the email you'll just need to state 'FAO Web Relations Team' in the subject bar and within the body of the email include the URL for the thread and the code FIT135.

Once we've got it we'll back to you as quickly as possible for get this sorted out for you.

Thanks,

Lee

Web Relations Team

Vodafone UK

abby77_2 · 8 July 2009 at 4:35PM

I have reached the end of my tether with vodafone now. And would welcome any advice.

My blacberry handset does not work. There is no point in me having a monthly pay contract (which I pay £50 for) if my phone doesn't work. I contacted them to ask for a new handset, and was told that my phone was out of warranty, and as I had 27 (!) months left on my contract, there was nothing that can be done.

I informed them that I did not sign up for a new contract, and that it was my understanding that my contract had expired. This is then what happened:

- I asked for my phone records to be listened to as I was never told that I was signing up to a 27(!) month price plan
- also to make a formal complaint
- I was told that I couldn't make a complaint over the phone, and that I was not permitted to speak to a manager. All complaints had to go through the website
- I then went on the website and spent 30 minutes filling in some dreadful form. When I clicked "send" the "page could not be found" and all my information was lost

I simply can't waste any more time on this, however, I am paying for a contract that is less than useless.

Advice please!
THanks
Abby

jasper2004 · 8 July 2009 at 8:08PM

I wonder if anyone can help me. Following PAC request i had a phone call on the Thursday 2nd July from whom i believe to be Chris (i do have a surname but not happy to put on public forum) of Vodafone Outbound department.

We discussed why i wanted to leave & he offered to search a competitive contract to tempt me to stay. To his credit Chris listened to my issue, was helpful, polite & understood what i was after. After a little time on hold whilst he checked with his manager he came back with an acceptable offer. I verbally accepted the offer, gave my email address & Chris agreed to email me confirmation of the contract.
Unfortunately towards the end of the conversation i got cut off. I tried to call back at the time, but i was told that there is no way of me being able to contact Chris as he doesn't accept incoming calls.

I have since spoken to Vodafone Customer services on 4 seperate occasions, all of whom say they are not able to do this contract price that Chris has offered & that i will need to speak with him, but they are not able to tranfer me as he doesn't take incoming calls. They apparantly emailed Chris on each occasion requesting a call.

Unfortunately i still await a call back from Chris.

I really dont know where do i go from here ??? .... Seems crazy for me to have the hassle (though not a great deal i agree) & Vodafone to lose a customer when both parties are happy with the contract offered. In all the years (15 or so) i have been with Vodafone i've never experienced a problem re-newing my contract.

A very frustrated long term Vodafone customer with less than 22 days left on my contract before i'll have no choice, but to move my custom elsewhere.

Any response from Vodafone or general advice would be greatly appreciated.

mobilejunkie · 8 July 2009 at 10:24PM

Move your custome from Voadfone. Just read the growing list of similar complaints about them. They will drive you insane and waste as much of your time as they can for absolutely no return. They obviosuly follow the cpw style of customer service (i.e. - there isn't any!).

Vodafone · 12 July 2009 at 12:59PM

Hi Jasper2004 and abby77

I'd really like to help you both resolve the outstanding queries on your accounts.

By all means the offer above your posts from Lee is open to both of you. Follow his instructions and we will investigate this for you.

Speak to you soon

Kirsty
Web Relations Team
Vodafone UK

jasper2004 · 12 July 2009 at 7:01PM

Vodafone_company_representative wrote: »

Hi Jasper2004 and abby77

I'd really like to help you both resolve the outstanding queries on your accounts.

By all means the offer above your posts from Lee is open to both of you. Follow his instructions and we will investigate this for you.

Speak to you soon

Kirsty
Web Relations Team
Vodafone UK

Thankyou & email sent

Elli06 · 13 July 2009 at 5:26PM

I took out a vodafone contract in I think April this year (Blackberry £40 per month, unlimited texts and 600 mins), and at the begining of June I found I was using a lot of minutes and emailed to see if I could go up a contract to the £45 for 900 mins and unlimited texts, 2 weeks later having received no email reply, I called customer services with the same query who informed me I was already on the £45 contract and he advised it was well suited to me.
Last Friday my phone said 'SOS' and 'Sim not provisioned:2' so I called customer services to see what the problem was and was informed my line had been suspended as my bill was £330 and would not be activated until I paid at least £250. I asked how this was possible and the woman looked into it and said I had only used 400 of my unlimited texts and 740 of my 900 minutes so I asked her to look into it further.
10 minutes later she came back to me and said for 14 days my minutes had been cut to 450 and id gone 300 or so over so they were charging me £330... firstly, I'm pretty sure no network charges over £1 per minute for calls unless they are abroad, secondly, had I know about the halved minutes I wouldnt have made so many phone calls. And thirdly, why did they cut my minutes in the first place???

I received my phone bill at the weekend and with my monthly line rental as well as VAT it's actually £440!

I emailed an angry email and also sent a letter and have received a reply today asking to contact them as their attempts failed (probably because they suspended my line and didnt think to call my house phone), but I will email the CEO if nothing satisfactory is done.

Vodafone · 14 July 2009 at 3:08PM

jasper2004 wrote: »

Thankyou & email sent

Hi jasper2004,

Having checked our email queue I haven't come across yours. Did you follow the instructions in my previous post?

So that I can carry out another search for it could you let me know the email address you sent in from via PM?

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone · 14 July 2009 at 3:14PM

Elli06 wrote: »

I took out a vodafone contract in I think April this year (Blackberry £40 per month, unlimited texts and 600 mins), and at the begining of June I found I was using a lot of minutes and emailed to see if I could go up a contract to the £45 for 900 mins and unlimited texts, 2 weeks later having received no email reply, I called customer services with the same query who informed me I was already on the £45 contract and he advised it was well suited to me.
Last Friday my phone said 'SOS' and 'Sim not provisioned:2' so I called customer services to see what the problem was and was informed my line had been suspended as my bill was £330 and would not be activated until I paid at least £250. I asked how this was possible and the woman looked into it and said I had only used 400 of my unlimited texts and 740 of my 900 minutes so I asked her to look into it further.
10 minutes later she came back to me and said for 14 days my minutes had been cut to 450 and id gone 300 or so over so they were charging me £330... firstly, I'm pretty sure no network charges over £1 per minute for calls unless they are abroad, secondly, had I know about the halved minutes I wouldnt have made so many phone calls. And thirdly, why did they cut my minutes in the first place???

I received my phone bill at the weekend and with my monthly line rental as well as VAT it's actually £440!

I emailed an angry email and also sent a letter and have received a reply today asking to contact them as their attempts failed (probably because they suspended my line and didnt think to call my house phone), but I will email the CEO if nothing satisfactory is done.

Hi Elli06,

On the face of it this does seem a strange one and I'm keen to take a closer look at this to see what's happened.

Could you email me your details following the instructions in my initial post in this thread on the 8th?

Once I've received I'll get back to you as quickly as possible.

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone complaints

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