Vodafone complaints

diamonds · 5 June 2009 at 8:56PM

singingcrayon wrote: »

Update: I received a response from the above office today, and it addressed most of the things I mentionned. It seemed this lady actually read my complaint as oppossed to the people in the customer services department who seemd to offer generic replies alone.

thats the 3rd party companies NOT Vodafone - if you write in a complaint about these companies care THEY deal with it LOL, service with a smile, Hext/Voda forget its the Brits and their £'s that made Voda enough to make it a GLOBAL operator, nowt like crapping in your own bed !

Banbury call centre can be contacted by calling head office, not for long though......should have kept Voda Banbury as a complaints dept ! How can you moitor such 3rd party companies customer care if you dont ?

Saying that Voda UK & Voda AU mobile broadband support has been offshored to Vodafone Egypt ! AT LEAST IT STAYED IN-HOUSE!

Dejayy · 22 June 2009 at 8:32PM

Hey Guys, i have a problem.

I have set up a direct debit multiple times, but Vodafone have failed to change the date to after the one specified. I rang them and said i want it paid out after the 15th, so they give me the 17th. They assure me it will be this date. They then decide to take the money out on the 14th, causing bank charges.

I ring VF customer services, where i speak to a nice guy, and he tells me it was their fault and they would pay the charge, if i can prove it in-store. He also said cancel my Direct debit so the problem doesn't happen again.

So i take my bank statement to a VF store, and they take a copy and fax it, and also agree it was their fault and say they will send a fax. They tell me to ring VF in a few days.

Later that night i ring VF so set up a direct debit, again asking for a date after the 15th. They give me the 27th which is ok.

I ring up again tonight, and decide to check the direct debit date (which i find out is the 5th, no good for me, and lied to again). So i change it once more, and ask about the bank charges.

The man called Phillip on the phone, tells me it's entirely my fault. He says because it was set up for the 17th, it could come out early on weekends, and he also has no records for any of my calls, saying i was never told they would sort it, and never sent the fax. I'm very angry about this, is there anything i can do to get the money from the charges back?

Guys_Dad · 23 June 2009 at 9:07AM

Vodafone Philip is quite right about Direct Debits being taken early if the due date falls on a bank holiday or a weekend. Same with standing orders. Check your bank statements for other direct debits to confirm.

Kevinski_2 · 29 June 2009 at 1:23PM

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

baldelectrician · 29 June 2009 at 5:04PM

I was with Orange for 8-9 years and left to go to Vodafone in Jan 08

Left Vodafone in July 08 (without penaty and a lot of fighting) as they put my call charges up by 20%

Went back to Orange - on a standard deal.
The service is much better (not perfect) but streets ahead of Vodafarce.

mobilejunkie · 29 June 2009 at 5:11PM

I have to agree with all of that. Along with many other customers, I've spent literally hours on calls going no-where with Vodafone. They are completely and utterly hopeless. Only T-Mobile are vying for the clear top spot for the worse customer service from a mobile network, in my experience. Perhaps the news today that Vodafone is considering buying T-Mobile makes more sense; nothing like wiping out the competition if you're absolutely determined to be THE worse company in the industry!

nic2075 · 1 July 2009 at 8:44AM

Just an update. I had to make several phone calls and emails to customer service, send back my dongle (which they lied and said they didnt receive, but I had proof of postage and delivery so I pushed it). Theyve finally agreed to cancel the long contract and leave me with my origional one that expires in Nov. I cant wait to get away from Vodafone and back with O2. I have virtually no signal with Voda no matter where I am. Ive never had any issues with O2 and wish I wasnt daft enough to gt talked into it by Phones4u.

nic2075 wrote: »

Ive been with Vodafone for just over a year now. I was on an 18 month contract so due to upgrade in Aug/Sep. i was paying £40 per month, so when the first 9 months were up I called and asked to reduce my tariff. They said I could only reduce it by £5 a month, so agreed to that. A week later I got a call form customer loyalty saying he could reduce it further if I want, we aggreed the £22.50 a month package would suit. He told me it was until August then I can leave or upgrade. He also told me that included dongle and 200 mins internet time. I got my next bill in at the end of May and called to query some charges on my bill, turns out they charged me £4.94 for the delivery of the dongle (he never told me about that), I complained to customer service and they waived that. BUT it turns out im now in a NEW 18 month contract!!! the guy never said I was entering a new contract. Theres no way I was staying in with Vodafone as I get virtually no signal in my house (I live in a village) Id planned to go back to O2 where I know I get good signal and a good deal etc.
They said they sent me out paperwork, but I never received it. ive a feeling it went to my old address as Ive tried to change my address with Voda three times but I never receive anything and the person at my old address passed a couple of things onto me.
Im not sure what to do, 4 weeks has passed so im outwith the 14 days cut off period. Theres no way I want to be stuck in another contract with these incompetant eejits.
The guy on the phone definently told me nothing about another contract, he said I could do what I want in August. Do you think the fact they didnt send any paperwork to my correct address means im not legally in a contract with them?
I feel I was tricked.
ive sent one email to customer service and called them, they say they are looking into it, but im not happy, im worried they'll say im stuck with them.

Toki · 7 July 2009 at 7:20PM

I've been a happy Vodafone customer for nearly 10 years and upgraded this year to a free Samung S7220, 250 minutes, 100 texts, Passport and Mobile Internet for £17.50 per month for 18 months.

I was annoyed that they included insurance without even mentioning it in the phone call but cancelled it.

I saw a better deal elsewhere so phoned up within the 14 days and agreed the same contract but for £15 per month for the full length of the contract.

However it turned out I was being billed £7.50 per month for the mobile internet. After lots of calls and emails back and fore I emailed the CEO and got a phone call from Emma the next day who has (hopefully!!) sorted it out once and for all.

I will let you know once I get my next bill in at the end of this month. I advise emailing the CEO if you are getting nowhere.

mobilejunkie · 7 July 2009 at 11:49PM

They'll have to pay him a banker's pension then when his computer explodes with all those emails....

Toki · 8 July 2009 at 9:47AM

mobilejunkie wrote: »

They'll have to pay him a banker's pension then when his computer explodes with all those emails....

I’m sure he is adequately compensated for doing his job!!

I seriously doubt that he looks at the emails on that account, more likely his PA or will be forwarded to another team. However it got the correct result less than 24 hours of emailing and saving the hassle of going to OTELO. Well hopefully anyway, will wait until I see the next bill!

Vodafone complaints

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