Vodafone complaints

Vodafone_company_representative wrote: »

Hi Tigersilly,

Thanks for posting back to me, I also received your email with that info and have sent out a response today. I just need you to let me know if you are happy with the resolution and I can make sufficient arrangements.


Best wishes,

Heidi
Web Relations Team
Vodafone UK

I am writing to you today in regard to your absolute failure to deliver the contracted service and absolute failure to interact with my account in a competent or remotely professional manner.

At this moment in time, I am, for the third time, left without a phone service being delivered to my SIM.

Please let me outline for you initially, the incompetencies I have been victim to you

xxth May 2011 – I took out a telephone contract at the Vodafone XXXXXX (High Street) Store. I was served by XXXXXX. XXXXXX made the following mistakes when creating my account:

• She failed to copy the address verbatim from my drivers license to the account. The “Flat X” part of my address was omitted.
• She failed to copy my bank details on to the account. The bank details entered on to my Vodafone account did not match those printed on the XXXX Debit Card she had in her hand for the UIU check.
• She failed to take my land-line telephone number – the number on my Vodafone account was made up
• She failed to take the ID that was required at the time

Obviously, fraud blocked the account. Had I not received a £70 bill credit I would also now have adverse data on my credit file (due to the DD bouncing) as a direct result of Xxxxxx's incompetence. To resolve this I had to:

• Buy a PAYG SIM to call your customer service team and find out what was wrong
• Spend time and money getting identification documents copied, certified, and posted
• Spend time and money updating my details correctly on your system

I was left without a service for several days whilst resolving this situation after which the service was re-connected.

However I recently moved. Despite having proven my ID earlier your fraud team blocked my account. Again. Despite having my identification documents on file already. So, to resolve this I had to:

• Top up the PAYG SIM I had previously bought to deal with your incompetencies
• Spend time and money obtaining identification documents showing my current address and getting them ready – as you can imagine, asking me to prove I live at an address I moved to only a few days ago is nothing short of ludicrous. Would you have utility bills and bank statements at a new address the day you sign a lease? Of course not. That would me crazy.
• Take the day off work – and loose a day's pay – as I am a contractor – to visit the Xxxxxx store with ID

I was served by XXXXXX. With me I had a folder jam packed with every form of ID you could imagine, from Drivers License, to birth certificate, utility bills, letters from government agencies, letters from the council, you name it, there was enough ID with me for someone to commit identity theft several times over if they got a hold of it.

Again, during this period, I was without a telecommunications service.

My telephone service was restored, a second time, on Wednesday 20th July.

Much to my dismay, the service was disconnected again at around 10PM on Friday 22nd July.

Guess what? Fraud team again. What's happened now? I'll tell you what.

Despite having all and any form of ID you could hope for on Tuesday when I visited the store, XXXXXX didn't take what Fraud were asking for.

In summary:

• My telephone service has been disconnected three times through no fault of my own
• My telecommunications service is disconnected as a direct result of your staff not doing their job
• I have been falsely accused of fraud – no less than three times – due to your incompetence
• Xxxxx committed fraud herself by lying about my address, bank details, and home phone number when setting up the account on 20th May 2011
• Xxxxxx failed to take correct or sufficient ID on Tuesday 19th July 2011
• You have left me totally unable to communicate with an at-risk family member
• You have caused, as a direct result of your incompetence, great cost to me:

1. You have cost me £75.68 wage telling me to come in to store on a weekday
2. You have cost me £20 in PAYG credit (and counting) by arbitrarily disconnecting my service
3. You have cost me travelling money to reach your store (~£10)
4. You have cost me time in dealing with your incompetence (~£40)
5. You have cost me resources preparing documents (~£5)

• You are currently in breach of contract, for the third time, by not providing the service you billed me for

In resolution to this complaint:

• You will exercise your legal obligation to provide me with my PAC free of charge as you are, for the third time, failing to deliver the service I am paying you for
• You will exercise your legal obligation to refund me for the time you are failing to deliver a service to me
• Disciplinary action will be taken against the members of staff who have failed to do their duty
• You will remove any records you may have falsely and inaccurately sent to CIFAS. This is a criminal offence to put CIFAS markers against someone falsely, and constitutes defamation of character and breach of data protection
• You will issue me with a cheque to cover the time and money your incompetence has cost me

Failure to comply with my lawful and reasonable requests will result in immediate referral of the matters raised to your ombudsman and complaints resolution body. And you know full well it will be upheld.