Vodafone complaints

Silk · 24 May 2015 at 11:39PM

martin241072 wrote: »

Well lets see if this gets me anywhere because the CEO's office are no help at all. In fact, they are nothing short of a joke.

My wife wanted her old number from a vodafone contract put onto her new vodafone contract phone. It took a week and still did not happen. So, we complained to customer services who kept telling her to leave it 24 hours but it was never happening, so as a last resort, I emailed the CEO. I gave him 3 options, to reduce her tariff, to upgrade her handset or terminate the contract (as part compensation for all of the messing around vodafone have done over the last few weeks-there were other issues). A member of the CEO's team contacted her and told her she could get out of contract if she wanted. We were very surprised at this but she took this offer as she was so fed up of vodafone. All she had to do was take the handset back to a vodafone store and they would issue her with the pac code and that would be the end of that-nothing to pay. The vodafone store would not accept the phone back stating she would have to return it to carphone warehouse (as this is where the phone came from). Carphone warehouse wold not accept it back either. On contacting the CEO's department, staff there told us she would not be able to terminate the contract and that she had been told wrong that she could terminate the contract. We are going round in circles and now my wife is LOCKED into 2 contracts because she had to take out a new contract (with another network) as she was going to be without a mobile phone which she needs for emergency family issues. The CEO will not do anything and we have placed this problem in the hands of the ombudsman. Vodafone can release her fro the contract-they just wont. They have forced my wife into paying for 2 mobile contracts, forcing her to carry 2 mobile phones around because she cant port her old number onto her new phone. SHE IS TOTALLY SCREWED OVER BY VODAFONE!!!!!!

Can anyone help?

Regards
Martin

First problem is you can't port within the same network ...you have to port out to another network and port back in or upgrade through the network.
If the phone and contract was bought through CPW then it has to be returned to them.

martin241072 · 24 May 2015 at 11:44PM

But CPW wont allow a termination. It is Vodafone who have said she can terminate. The contract is with vodafone.

martin241072 · 24 May 2015 at 11:49PM

Silk wrote: »

First problem is you can't port within the same network ...you have to port out to another network and port back in or upgrade through the network.
If the phone and contract was bought through CPW then it has to be returned to them.

Why have vodafone never told her this? All vodafone have done is lie to her!! She went online to port her number and it stated it would take 24 hours to do. However, 24 hours turned into 5 days and it still wasnt done yet vodafone kept telling her it would be done tomorrow-tomorrow never came!!!

Silk · 25 May 2015 at 12:05AM

martin241072 wrote: »

But CPW wont allow a termination. It is Vodafone who have said she can terminate. The contract is with vodafone.

Yes but it was taken out through CPW so Vodafone take instruction from CPW

Silk · 25 May 2015 at 12:08AM

martin241072 wrote: »

Why have vodafone never told her this? All vodafone have done is lie to her!! She went online to port her number and it stated it would take 24 hours to do. However, 24 hours turned into 5 days and it still wasnt done yet vodafone kept telling her it would be done tomorrow-tomorrow never came!!!

Perhaps they thought the PAC came from another network ???
Unless you upgraded the contract with CPW rather than take out a new contract you are stuck with it.
CPW have done nothing wrong unless you told them what you wanted to do at the start.
Vodafone have done nothing wrong as they were unaware because it was done through the third party

martin241072 · 25 May 2015 at 12:19AM

We have no issue with CPW. Vodafone have done a few things wrong. For starters, they told my wife her termination fee for her old contract was £302 then billed her £375 and denied it. They wouldnt let her pay her contract off untill they were ready. They never transferred her old number to her new handset. They have lied on at least 3 occasions. They have told her they have paid her money back when they haven't. Then they tell her she can leave her contract when she cant. So, because she has taken them up on her offer to terminate the contract, she has had to take out another contract (with another network by her choice) so that she still remains contactable. After this, vodafone have gone back on their word and refuse to terminate the contract. So she is now stuck with 2 mobile phones and 2 bills! The matter has been put into the hands of the ombudsman.

Silk · 25 May 2015 at 12:35AM

martin241072 wrote: »

We have no issue with CPW. Vodafone have done a few things wrong. For starters, they told my wife her termination fee for her old contract was £302 then billed her £375 and denied it.

If you mean denied they quoted £302, perhaps that was the quote at the time before the final bill was generated but could have been a mistake, difficult without knowing more details

martin241072 wrote: »

They wouldnt let her pay her contract off untill they were ready

You can't fully pay it off until the final bill which is after the PAC has been used, until then the contract carries on

martin241072 wrote: »

They never transferred her old number to her new handset.

They can't transfer within the same network it's impossible to do

martin241072 wrote: »

Then they tell her she can leave her contract when she cant.

She can leave, all you have to do is port to another network

martin241072 wrote: »

So, because she has taken them up on her offer to terminate the contract, she has had to take out another contract (with another network by her choice) so that she still remains contactable.

Not really, she could have ported to another network and just used a PAYG sim

martin241072 wrote: »

After this, vodafone have gone back on their word and refuse to terminate the contract. So she is now stuck with 2 mobile phones and 2 bills! The matter has been put into the hands of the ombudsman.

The Ombudsman is a waste of time all they will do is point out you failed to follow the correct procedure by either upgrading to keep the number within the same network or port out to another network.
Don't forget until you port out the contract remains running, you can either port out now to another network or cancel the contract and lose your number.

arsenal1234 · 27 May 2015 at 9:24AM

Onecom are Vodafone's leading platinum partner in the uk, However it will all seem to good to be true, firstly you will be contacted by a sales agent who will eventually claim to be your dedicated "account manager", they will then run through an analysis of your orange account or whatever preferred network it is at that time, leading you to believe they are from the network although they do mention onecom into there scripts, they will put you on hold and claim they are going to see if they can get a better package agreed by a "controller" they will come back to you after putting you on hold for a few moments to what i believe is to make you want this product, and tell you they have got you a better tariff £x amount each month plus vat, with what ever handset it is your require, they will tell you the "strongest network is vodafone" very convenient as its most probably not, they will tell you we need to request a pac code, and a termination fee to which they will pay, they put you through to the network overhearing the conversation as the agent slipped up and said ive cut the call because ive spoken to 3 agents, the agent knew how much the fee was, ive looked into this and legally they are not allowed on the call with you as they would have to tell the other party they are present, and no way would the other network give a pac code if they new onecom were on the line, they will then tell you included in the termination fee, you are responsible for your last months line rental plus 30 days notice. They will then tell you there is no cooling off period with this contract and its 36 months, but not to worry about in length of the contract as at month 18 you have a review, month 24 an upgrade, and every 18 month another review, baring in mind you can only drop the contract your on by 1 price plan, which could be pennies, if you dont upgrade you will be stuck with the same phone for 36 months, However the sometimes is a glitch in this as if you go directly to vodafone and want them to take full management of your account you can do that with what i'm led to believe is a managed based letter or something alone them lines.... Dont be fooled think when you hear the name

Vodafone · 1 June 2015 at 9:41AM

Hi all,

Anemone - Thanks for letting me know that your daughter's issue is resolved.

Missy kay - Thanks for your time last week.

If you need help with anything else, let me know.

Martin - As your wife has referred her complaint to the Ombudsman, she'll need to wait for the outcome of their investigation.

arsenal1234 - If you'd like me to get your concerns looked into further, email me with your details using the link in our profile here.

Just copy and paste the link into your web browser, and it'll take you to the Contact us form on our website. To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

sean_ryan · 3 June 2015 at 5:03PM

I have suffered with terrible customer service from Vodafone for the past few weeks (while they continue to charge me at my pay monthly rate).

Probably the worst company I have ever had the misfortune of dealing with. It's even worse that I'm abroad, so calling their international customer service number is costing me a fortune.

Some background:

17th May

In Portugal on holiday. Phone was stolen. Reported to police.

18th May

Called Vodafone (at cost of ten euros) to report it as stolen. Phone blacklisted.

Received email to confirm that phone was blacklisted.

Insurance company requires IMEI number on email to confirm blacklisting.

19th May

Emailed Vodafone to request details of blacklisting, complete with IMEI number.

Received auto-response email to say that issue would be dealt with in 48 hours.

20th May

No reply.

21st May

No reply.

22nd May

Still no reply.

23rd May

Still no reply.

24th May

Still no reply.

25th May

Still no reply

26th May

Received reply from Vodafone. Was told that, to receive this information, I would need to include some details for security reasons.

Replied to Vodafone, including the required security details.

Received reply from Vodafone (Devjeet Kumar Mishra), with an attachment showing that my device had been blacklisted on 19th May, not 18th May (even though I had already confirmed by phone and by email that it was blocked on 18th May).

I replied to Vodafone to inform them that the information was incorrect and asked for proof that my device had been blocked on 18th May.

Received auto-response email to say that issue would be dealt with in 48 hours.

27th May

Received email from Vodafone offering me discount on second line.

28th May

No reply.

29th May

I re-sent email to Vodafone to inform them that the information was incorrect and asked for proof that my device had been blocked on 18th May.

Receive response from Devjeet Kumar Mishra to say that information regarding blacklisting on 19th May was correct.

I reply to state that, as confirmed by email sent on 18th May and phone call made on 18th May, my phone must have been blocked on 18th May.

Received auto-response email to say that issue would be dealt with in 48 hours.

1st June

I call Vodafone (at cost of 10 euros - international rate) to ask if my phone was blocked on 18th May. Vodafone representative confirms that it was blocked on 18th May. I ask if this can be sent via email. Vodafone representative says yes, and sends an email.

However, email from Vodafone representative still shows blacklisting date as 19th May, even though, minutes earlier, she had confirmed it had been blacklisted on 18th May.

I call Vodafone yet again (at another cost of 10 euros - international rate). I speak to another representative who, once again, confirms that my phone was blocked on 18th May. I ask her if she can send this by email. She then tells me that she can't send emails, even though, 20 minutes earlier, a Vodafone representative had just sent me an email. The representative does offer to send the information through as text message, which I assume may be some sort of cruel joke as I am calling about my stolen phone.

I send yet another email to Vodafone to ask for the correct information (that my phone was blacklisted on 18th May)

Received auto-response email to say that issue would be dealt with in 48 hours.

2nd June

Received reply from Vodafone. Was told that, to receive this information, I would need to include some details for security reasons.

Replied to Vodafone, including the required security details.

Received auto-response email to say that issue would be dealt with in 48 hours.

3rd June

Received reply from Vodafone (Devjeet Kumar Mishra), with an attachment showing that my device had been blacklisted on 19th May, not 18th May (as had already been confirmed by phone - 3 times now - and by email).

Received auto-response email to say that issue would be dealt with in 48 hours.

I now feel completely at a loss at what to do next as emailing Vodafone seems useless, their online chat system is eternally offline and I cannot afford to call them on their international phone line.

Vodafone complaints

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