Vodafone complaints

vodafone have been causing problems with their network since at least the 11th february, where the user cannot hear the caller but the caller can hear the user, silence . I went in to the shop and the saleswoman was upfront and honest and told me that everybody was having problems in the liverpool wirral area due to them trying to set up 4g which is apparently a much quicker network . I came back home and contacted vodafone to try to ascertain when the fault might be fixed .but was told by a man (in Egypt!) that he knew nothing of this (well he wouldnt would he!) but it was my sim! so, to prove it was not and to show due diligence I went back to the shop and asked for a new sim at his request .
This one started constantly shutting my phone down and starting it up again ,so they issued me with another which I was assured would work in 20 mins (shop closing) next day still not working so contacted vodafone who again said its your fone or your sim ! and sent me another sim which again didnt work so I contacted them again and asked them to activate my sim assuring me it would work within twenty four hours, which it didnt ! contacted them again today and was faced with would you like an upgrade! I blew my top at this point and said no i would like a sim that works ! oh sorry came the response ill get the line tested ,,, much later. Then told your sim isnt working! ill text you instructions on how to activate your sim manually , I said how can you if my sim doesnt work? oh Ill e.mail them to you within the hour, contacted them an hour later and informed them I had not received the e.mail . Oh give me the sim no and ill do it this end , phone started shutting down starting up etc , it must be your phone ! I then once again said wait a minute ill try it in my other phone which is exactly the same, phone shuts down starts up etc . oh well it must be the sim ill send you another one ! I said look re instate my original sim which they did and hey presto phone working fine ! it seems the problems with the network were put right 24 hours ago, I told them I had been told by the girl in the shop that I would be paid compensation for my loss of business etc (business line) I was told that yes compensation would be paid to me in the amount of£12.50 what? oh alright then I can give you £15.00 but no more than that! been with this company for 11 years and had the ups and downs but this is an absolute joke

Time to move on methinks ,

I am a Vodaphone customer and have had two new phones taggedonto my account as

I took out two Blackberry contracts for my kids in December2012 and was a plan recommended by the Vodaphone shop.

2x 24 mth contract

2x £14.45 pm &

2x 24DH

2x BB

2x 300m UTX 350MB

2x £4.99 insurance



23/1/13 I discovered that Vodaphone had debited my bank account by £355.00 (putting me overdrawn).

I phoned my bank to get the funds put back and rang Vodaphone.

I was put through to the call centre in Egypt and spoke to a customer service advisor (H).

They advised a mistake had been made on their part when I took out the new contracts on one of the new numbers. The tarriff had not been set up correctly and I had been charged standard charges for everything on that line.

They put me through to the call centre in the UK.

The lady (M) apologised for their mistake. She set up a new tariff and advised me of the revised bill, which I paid.

An hours worth of phonecalls and now late for work but “reassured” that this was now sorted.



30/1/13 (just seven days later) I received another alert from my bank. Vodaphone had taken £355.00 from my bank account AGAIN. Now quite annoyed.

I phoned my bank to sort it and phone Vodaphone. They again apologised and said that the new tariff had not been set up properly but they would sort it out immediately.

I asked to speak to a manager in order to complain and get reassurance that this would not happen again. I told her that I wanted a written explanation of what had gone wrong and what she had done to put it right, with assurance that this would not happen again. The lady (S) said that her manager was “busy” but would phone me back within 48 hours.
She did notphone me back.



20/2/13 I received (yes, you’ve guessed it) an alert from my bank to say that Vodaphone had taken £362 from my bank account. I phoned my bank AGAIN and I cancelled the direct debit to Vodaphone so that they could no longer take what they were not entitled to.

I then phoned Vodaphone. I got through to the Egyptian call centre again and I asked to speak to the UK centre. I was told this was not possible.

I asked to speak to a manager and was told this was not possible.

I advised that I wished to make a formal complaint.

Vodaphone had now taken over an unauthorised £1000 from mybank account in less than a month….

…and they did so after being advised TWICE by me already, (Inow see this as either a deliberate act or downright incompetence).

I now did not trust this company with my bank details and had been forced to cancel my direct debit to keep my account from being decimatedby them every month.

The operator (S) lookedat my file and advised that “something was not done that should have been done” and that there was a “small system glitch”. An apology was again given. He (S) told me “don’t worry, I have this now. I am taking ownership of your problem. I will personally deal with it.”

He told me that a detailed investigation needed to be undertaken by an allocated manager. He advised that this supervisor would need to recollect every phonecall made so far and that this will take time, but that I would be notified by them by email or phone within 7-8 days. He confirmed my email address and contact number.

I asked whether I could pay immediately in order not to be caught out with any further late payment. He said this was not possible as he needed to do calculations, but advised that he was back in Monday/Tuesday and would phone me back.

He also needed to wait 48 hours so that he could see how much has been added. He said that Vodaphone would waive the late payment charge. (Gee, thanks).

He advised that I would receive a text saying that my priceplan had changed.

He also advised that the allowances would remain the same,reiterating his assurance that this was now put right.



To date I have heard NOTHING. No phonecall, no email.

Nothing from (S) and nothing from his “supervisor”

To say I’m disgusted is an understatement.



I have tried to access the faulty account online and it won’t load the tariffed account. My overall online bill, however STILL shows that I owe Vodaphone £362 and this excess amount is coming from the incorrectly tarriffed phone.

Now at my wits end as to what to do. Clearly my repeated phonecalls don’t work and the complaints procedure appears flawed as I have had no contact at all from any supervisors after asking to do so TWICE. Their customer service advisors seem to have the same repeat scripts of reassurance but nothing actually seem to be done.

I still do not know what I am supposed to pay Vodaphone for last months bill. This is entirely their fault and yet they could potentially give me a bad credit mark for not paying on time?

I am now pretty stressed about the whole thing.
I now want to leave Vodaphone. I have lost all faith in their systems, their customer services and their integrity, but am told that I am tied into a contract? Surely they have breached their contract by persistent overcharging?
How can it be right for a company to be allowed to operate in this way?