Vodafone complaints

glenngill35 · 16 February 2010 at 11:36AM

This is what I have sent to Vodafone in reponse to their letter that did not answer any of my questions. Please let me know what you think
Formal Complaint

I would like to register the following points as a formal complaint:
I received a text message from Vodafone advising me that ‘Vodafone World’ tariffs would be changing from 1st March 2010 and if I required more information regarding this I could call for free 40050.
I rang this number to find out that the terms and conditions had changed to my detriment in that it would now cost me more to make calls from my mobile phone whilst abroad on holiday or business.
I sent Vodafone a letter by Special Delivery on Saturday 6th February 2010 indicating how I would like to proceed due to these changes.
The letter I received in response to my correspondence was not very helpful at all and did not address the issues I had raised, primarily that it would now cost me more to use my mobile phone whilst abroad on holiday or business.

It is my understating that under Ofcom rules that state:
General Condition 9.3 is one of the rules that all communications providers have to adhere to. Vodafone can change prices but if it makes changes to customers’ contracts it has to comply with GC9.3 which says:

GC 9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:

(a) provide the Consumer with at least one month’s notice of its intention detailing the proposed modification; and

(b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer.

The above being the case I would again request that Vodafone abide by the above regulation. I am not trying to be unreasonable and to this end and also due the fact that I have been a Vodafone customer for many years I am prepared to forgo the above in return for an offer from Vodafone of more favourable terms to myself on my current contract that we can mutually agree upon.
I would hope that we could resolve the above points directly with Vodafone without my needing to progress this formal complaint through more official channels.
I look forward to receiving an acknowledgement to this letter within five working days with an estimated timescale of when to expect your full and final response to the points I have raised in this letter.
Please respond via email or post and not by telephone.

Auzie · 16 February 2010 at 7:27PM

My first post on a forum ever.

Vodafone customer of 7 years plus.

We have 3 contracts (all 12 months) with Vodafone, all due to run out within a space of 3 months. I have been trying to upgrade but get different info from each person I speak to (monthly cost & contract length) and when I call back the info differs to what was actually previously discussed.:mad:

I don't like debt & don't want longer contracts. I'm happy with 12 months & have always had a new handset as well as a discounted tarrif but I have been told that Vodafone don't offer both anymore & it's because of customers like me, who don't spend alot but expect alot that this is why Vodafone have got strict as they lost millions last year.:eek: All beacause of customers like me!!!!!!!!!!!! Just because I'm carefull with money. How discusting is that. :mad:

Why are they offering me what's on their website? They alway's offered me discounts.

Several calls later & 2 emails later & one PAC now being sent to me, through getting fustrated in paying more then what I got used to (as 12 months now up).

I really don't know what to do. Am I really expecting too much? I'm only asking for what I've had in the past. It's Vodafone who's changed not me.

What happened to organisations looking after their long term customers.

I so wanted to sort this out whist I'm at home during half term as someone has to be at home to sign for the new handsets.

Doesn't look like we'll be getting any

Any advise before I scream the house down?

Fortyfoot · 17 February 2010 at 8:52AM

When do vodfone issue the PAC, my contract terminates in a few days and they will not give me my PAC.

Fortyfoot

Auzie · 17 February 2010 at 11:13AM

Auzie wrote: »

My first post on a forum ever.

Vodafone customer of 7 years plus.

We have 3 contracts (all 12 months) with Vodafone, all due to run out within a space of 3 months. I have been trying to upgrade but get different info from each person I speak to (monthly cost & contract length) and when I call back the info differs to what was actually previously discussed.:mad: ETC...............

I completed the online form as recommended on this site and have received a standard reply:

To upgrade your contract you need to call our upgrade team.[SIZE=+0]You can get a new handset and a price plan that suits your needs and benefits you while upgrading your contract. [/SIZE]

The trouble is I can't get a new handset & price plan that suits my needs, which is like I've had before. Why won't they listen. All I want is the service that I have had from Vodafone over the past several years. I'm not asking for anything that I haven't had in the past.:mad:

Auzie · 18 February 2010 at 11:30AM

Well I've had yet another standard reply saying to call the upgrade team from one of the online forms that I filled in a couple of days ago.

The form where I put MMM135 replied on 16th saying that I've been added to a list & a team member will call me but I'm still waiting.

I received a text yesterday confirming that my PAC is on it's way.

Wow Vodafone really know how to treat a girl.

I used to get quite excited over upgrading my phone but this time I'm so fed up & I've lost all my enthusiasm.

Cain't wait for this all to be over.

Vodafone · 18 February 2010 at 2:22PM

Hi there

hamishj - So I can locate your email could you let me know the reference number (if we haven't already got back to you) and I'll respond as soon as I can.

Lossy - It can really make life harder if your phone isn't working as it should.

So that I can investigate this further for you and provide some options could you send an email from here with your username and a link to your post? Make sure when you send the email you include the code WRT135 in the subject line so that your email comes straight to me. I'll do everything I can to help.

lily_lou - I understand that Lee has already spoken to you about this on Monday. Feel free to send us an email if you need to get in touch.

glenngill35 - If this has yet to be resolved for you, I'd be happy to help. If you get in touch following the instructions I gave to Lossy above, I'll get back to you as soon as possible.

Auzie - I'm sorry for the delay here. If you let me know your reference number from the email I'll chase this up for you.

Fortyfoot - When you call to request your PAC we will request it for you and send it out 24hrs later. If you still haven't received it, you can get in touch via the method I mention above and we'll get it for you.

All the best

Kirsty
Web Relations Team
Vodafone UK

Auzie · 18 February 2010 at 2:36PM

Vodafone_company_representative wrote: »

Hi there

Auzie - I'm sorry for the delay here. If you let me know your reference number from the email I'll chase this up for you.

Hi Kirsty,

Vodafone just tried ringing me on one of my numbers (the one where the contract has ran out) but it didn't ring long enough for me to answer. I'm quick but not that quick. That was 13.13 & they haven't tried again.

Anyway my email ref from your dept is: MMM135 [#2130184]

Also the PAC arrived today on the same number by text. I was told it would come in the post?

What's going on?

Your help would be very much appreciated.

Vodafone · 18 February 2010 at 3:26PM

Hi Auzie

I've given the team a little nudge and asked them to call you again ASAP.

With PAC codes when they are issued we send them in a text so you get it right away and confirm it in writing (which will take a couple of days to come through because of postage).

All the best

Kirsty
Web Relations Team
Vodafone UK

Lossy · 18 February 2010 at 4:04PM

I have now written an email into customer support today, and will wait to hear back from vodafone hopefully soon.

Auzie · 18 February 2010 at 5:48PM

Vodafone_company_representative wrote: »

Hi Auzie

I've given the team a little nudge and asked them to call you again ASAP.

Hi Kirsty,

Thank you for your help.
I have had a call from a member of your team & we have agreed on a contract.

Many thanks!

Vodafone complaints

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