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  • FIRST POST
    • YaoSong
    • By YaoSong 15th Jan 16, 11:26 AM
    • 37Posts
    • 26Thanks
    YaoSong
    Official Vodafone Complaints/Query Thread
    • #1
    • 15th Jan 16, 11:26 AM
    Official Vodafone Complaints/Query Thread 15th Jan 16 at 11:26 AM
    Hi everyone,

    With the number of Vodafone topics and posts within specific threads (Vodafone complaints) we are providing the standard process for submitting feedback, questions, and complaints to the Vodafone WRT (Web Forum Team). After that there are some additional routes you can take to escalate and progress your case. We do not guarantee you will get your required outcome but from experience the below advice has been very productive for many users and Vodafone customers on this forum.

    - To submit a question or complaint please use the 'Contact Us' form - http://www.vodafone.co.uk/contact-form/index.htm

    - 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. You can post it on the forum and someone such as Lee (Vodafone) will check it has been received. It can take at least 2 - 5 days for a response from Vodafone.

    Escalation

    Alternative options to this are using the experience and knowledge of those on the forum, but more often than not the above WRT process will be the most appropriate and constructive approach. However, there are some methods which can be employed for escalation if you have tried the above and feel your engagement is reaching a deadlock scenario:

    1. Contacting Ofcom - http://www.ofcom.org.uk/about/what-is-ofcom/contact-us/
    Register your complaint with Ofcom so as a regulator they can record complaints against Vodafone (and others). This will also provide you with a reference to let Vodafone know you have informed them.

    2. Contacting the Ombudsman - http://www.ombudsman-services.org/what-are-you-complaining-about-os.html
    This is an arbitration service for handling disputes and they will investigate your complaint with the objective of reaching an amicable resolution between you and Vodafone.

    As a rule of thumb and for most cases, these will only be available to those who have been in contact with Vodafone for approximately 8 weeks although if you are getting no response to constructive communication and/or conversations have reached deadlock you can start these proceedings early.

    The importance of EVIDENCE

    • Log every conversation you have with summaries, names of the agents, and dates and times
    • Record your conversations where possible
      • The resolver app can do this, but other smartphone apps can also be utilised
      • If you decide to record the conversation you must notify the agent at the start of the call
    • Request a summarising email from the agent at the end of your call
    • It may be difficult, but try to remain calm and clear, i.e. firm, about the scenario. The agent is human and deals with many unhappy users so putting their back up will not help your case
    • Agree at least one action at the end of the call. This can be the summarising email, a response within an agreed period. This will provide timescales and constructive progress for your case.

    If you reach escalation with one of the telecom monitoring bodies then all the above evidence and logs will not only save you time, but avoid any doubt or missed key events during your engagement with Vodafone.

    I hope this helps.

    Thanks,

    Yao
    Last edited by YaoSong; 20-01-2016 at 9:36 AM.
Page 53
    • mook1
    • By mook1 26th May 17, 6:16 PM
    • 2 Posts
    • 1 Thanks
    mook1
    Hello,
    Returned my galaxy Note7 to Carphone Warehouse and got a refund - Was told they had returned my contract to before the upgrade so i could now request my PAC code from Vodafone and cancel my contract. Spoken for hours on both the online chat and via the phone and am getting nowhere! Keep being told that as its was an upgrade i cant cancel my contract without paying a disconnection fee.. Carphone are adamant that the contract was reverted due to the Note7 exploding debacle, and that Vodafone are legally required to now allow me to end my contract..
    Please help
    Thanks (have used the form but didn't receive any conformation)
    • mook1
    • By mook1 26th May 17, 7:23 PM
    • 2 Posts
    • 1 Thanks
    mook1
    Ok some great news -
    i rang again and was put through to an amazing guy named Andrew - he saw that the dates on my tariff were incorrect and got someone named Niomi to sort it. I now have my PAC code and am free of the Vodafone nightmare!!!
    • tleach
    • By tleach 30th May 17, 10:50 PM
    • 1 Posts
    • 0 Thanks
    tleach
    Incorrect information present on credit report
    Hi,
    I recently signed up to MSE's credit club and noticed on my credit report that there was a vodafone file present. I believe I closed the account and successfully used a PAC code to transfer the number across networks in 2015. I've submitted a form on the vodafone website following the advice listed on this forum; here is my reference number: WRT135 #16143193

    Thanks in advance.
    • Martyn B
    • By Martyn B 31st May 17, 4:33 PM
    • 26 Posts
    • 1 Thanks
    Martyn B
    Despite leaving Vodafone a year ago, they continue to try and make my life hell.

    Basically I found out last month that they kept my account open (that I closed in June 2016) and I apparently owed them a lot of money. This has had a bad effect on my credit report. I rang them, coz as always, they won't help you in store... despite trying to argue with me about it, they did eventually give in and close the account, telling me that the defect on my credit would be removed...

    New credit report today, surprise surprise not only has it not been removed, it seems like the account is still open as the amount I owe them has gone.

    This is not the first time I have been lied to on phone, and as I have to ring them again, I doubt it'll be the last.

    Is there anything I can say or do just to make sure this gets sorted properly? To say I'm sick of this would be an understatement. I'm currently looking at moving into a new rented property, with how my credit score is tumbling this could have a major impact on it.

    I'm yet to ring Vodafone again. I'm too angry right now, I need to calm down first.
    • mobilejunkie
    • By mobilejunkie 31st May 17, 5:07 PM
    • 7,339 Posts
    • 2,254 Thanks
    mobilejunkie
    Of course there is. Follow the advice repeated endlessly on here and contact the WRT.
    • prefdavid
    • By prefdavid 31st May 17, 5:22 PM
    • 16 Posts
    • 6 Thanks
    prefdavid
    You could indeed follow mobilejunkie's advice and contact the WRT. Personally I would go straight to the top and email nick.jeffery@vodafone.com

    He's apparently been ensuring a number of customer problems get resolved and has gone on record as saying he personally reads any complaints addressed to him.

    Despite leaving Vodafone a year ago, they continue to try and make my life hell.

    Basically I found out last month that they kept my account open (that I closed in June 2016) and I apparently owed them a lot of money. This has had a bad effect on my credit report. I rang them, coz as always, they won't help you in store... despite trying to argue with me about it, they did eventually give in and close the account, telling me that the defect on my credit would be removed...

    New credit report today, surprise surprise not only has it not been removed, it seems like the account is still open as the amount I owe them has gone.

    This is not the first time I have been lied to on phone, and as I have to ring them again, I doubt it'll be the last.

    Is there anything I can say or do just to make sure this gets sorted properly? To say I'm sick of this would be an understatement. I'm currently looking at moving into a new rented property, with how my credit score is tumbling this could have a major impact on it.

    I'm yet to ring Vodafone again. I'm too angry right now, I need to calm down first.
    Originally posted by Martyn B
    • tap92
    • By tap92 2nd Jun 17, 6:47 PM
    • 3 Posts
    • 0 Thanks
    tap92
    Is there anyone more incompetant!
    Cautionary tale - abbreviated!
    My son cancelled his contract and moved to a different provider. Once his contractual obligations were met he cancelled the direct debit.
    There were demands for £70, challenged by phone, it all went quiet.
    Applying for a mortgage was refused due to credit issues lodged by Vodafone.
    Issue raised through WRT135 process advocated here. Told it would all be sorted.
    One month after being told the issue would be sorted the debt was sold to a debt recovery agency.
    Letter to the CEO time. Response to say that it will be sorted. Issues resolved on credit history. Debt recovery agency called to heel. Happy days.
    Mortgage approved, moved in, 6 months go by.

    Letter today from Vodafone for Overdue payment - Final Notice £70 due. Threatening a default against credit reference agencies and instructing a debt recovery agency!!!
    AAAAAAARRRRRRGGGGGHHHHHHH!!!!!! How can they be so incompetent!

    Never has there been any justification that the money was ever owed!

    Current thinking is to pay the £70, it is not worth the risk of credit reference issues again.
    Write to the CEO (again) demanding the £70 back plus 6 months fees at 2 credit reference agencies plus a good will payment. With the threat of a small claims court if not forthcoming.
    Thinking of copying the CEO document pack to Watchdog, Rip Off Britain, You and Yours etc

    Any other suggestions?
    • mobilejunkie
    • By mobilejunkie 2nd Jun 17, 7:04 PM
    • 7,339 Posts
    • 2,254 Thanks
    mobilejunkie
    Ignore most of the above. Try the WRT again and if that still fails you could try the ombudsman, then failing that the legal route. You will need proof, however, and you don't seem to fully understand some basics:-

    1) NEVER cancel the direct debit even IF the network says you can. Make sure there are no further bills or payments for a while afterwards and get a final bill to prove it's ended first.

    2) Paying what they demand won't remove the adverse entries on your credit files; they will remain for the next six years.

    Taking legal action to get the entries removed is more difficult that claiming money back - and even that is somewhat limited. It can also take a while and you need to present a good case - assuming you have also sent a convincing LBA first which might avert the need to actually end up in court.
    • dazzaofdagenham
    • By dazzaofdagenham 2nd Jun 17, 10:31 PM
    • 1,028 Posts
    • 355 Thanks
    dazzaofdagenham
    Ignore most of the above. Try the WRT again and if that still fails you could try the ombudsman, then failing that the legal route. You will need proof, however, and you don't seem to fully understand some basics:-

    1) NEVER cancel the direct debit even IF the network says you can. Make sure there are no further bills or payments for a while afterwards and get a final bill to prove it's ended first.

    2) Paying what they demand won't remove the adverse entries on your credit files; they will remain for the next six years.

    Taking legal action to get the entries removed is more difficult that claiming money back - and even that is somewhat limited. It can also take a while and you need to present a good case - assuming you have also sent a convincing LBA first which might avert the need to actually end up in court.
    Originally posted by mobilejunkie
    Basically Vodafone can destroy people's lives and get away with it
    • d123
    • By d123 2nd Jun 17, 10:38 PM
    • 6,371 Posts
    • 4,116 Thanks
    d123
    Basically Vodafone can destroy people's lives and get away with it
    Originally posted by dazzaofdagenham
    Just like any other company you have credit dealings with...
    ====
    • tap92
    • By tap92 3rd Jun 17, 1:06 AM
    • 3 Posts
    • 0 Thanks
    tap92
    mobilejunkie,
    Cancelling the direct debit was a mistake, but we are two years past that and cannot go back, but through all the correspondence Vodafone have never produced any explanation as to why they think the £70 is due. We have a contract that says it isn't and everyone dealing with us at Vodafone have said that the account is clear. But if we could have turned back time and not cancelled the direct debit, that would have been the best option, I agree.
    Regarding your second note, there are currently (last time it was checked) no adverse issues with the credit references, they were all removed and paying the stated outstanding amount will hopefully keep it that way. If you like, it would be like not cancelling the direct debit, your first recommendation.

    Dave (d123),
    You are correct any company you have credit dealings with could treat people the same way as Vodafone do. Except companies in financial services (like Banks, Building Societies etc) where the law is different and they have to go through other steps before lodging a default against your credit history. But if we leave out credit arrangements with the financial sector you are correct. The thing is that Vodafone seem to do this on epic proportions. And they do this based on their own mistakes. And they do this even after they have told you they have addressed the issue. And they do this after the office of the CEO has told you that there is nothing due!

    Vodafone seems to have put themselves in a league of their own judging by the levels of complaints, the massive fraudulent billing and the unprecedented level of fines from the regulators.

    This thread has been running for 18 months and they seem no better organised now than in Jan 2016. So I am not inclined to just go back to the Social Media team in Vodafone and trust that they can sort out an issue that they have failed to address before. Perhaps Vodafone will respond to the bad publicity from consumer affairs programmes if more of us take our stories to them.

    You can perhaps tell I am somewhat angry and frustrated right now, my comments are in no way aimed personally at either of you, you have helped a lot of people.
    • mobilejunkie
    • By mobilejunkie 3rd Jun 17, 8:39 AM
    • 7,339 Posts
    • 2,254 Thanks
    mobilejunkie
    They've been as bad for a LOT longer than back to Jan 2016 - that's when the innumerable and constant Vodafone complaints threads were merged in an attempt to stop Vodafone complaints taking up virtually the whole of the first page of this forum.

    Bad publicity doesn't worry Vodafone and consumer affairs programmes are there to get soundbites but only rarely have any impact in reality. The WRT have helped me and hundreds of others over many years resolve endless and repeated problems and do actually care and try to resolve things. It has happened (very rarely) that someone feels they haven't, but for every one of those there are dozens who have found them invaluable. It is the only path worthwhile and given that it is for them to sue you (in view of the fact it isn't on your credit files) there isn't really any legal action you can take.
    • dazzaofdagenham
    • By dazzaofdagenham 3rd Jun 17, 9:34 AM
    • 1,028 Posts
    • 355 Thanks
    dazzaofdagenham
    Just like any other company you have credit dealings with...
    Originally posted by d123
    But Vodafone seem to have the ability to do it and try to completely ignore you and be the most difficult company to deal with.
    • Leon W
    • By Leon W 3rd Jun 17, 10:22 AM
    • 1,656 Posts
    • 1,106 Thanks
    Leon W
    Vodafone do have an issue with closing accounts properly and adding spurious defaults.

    As expected, they didn't close mine and you are forced to check your credit file to ensure they've done the job. Then you have to jump through all the hoops yet again getting things correctly done as they should be automatically.

    Until more people actually take Vodafone to court and receive proper levels of compensation like this guy did over at ConsumerAction

    http://www.consumeractiongroup.co.uk/forum/showthread.php?302670-Vodafone-Incorrect-Default-*WON-out-of-court-settlement*

    then they will continue getting away with fobbing people off.

    • mobilejunkie
    • By mobilejunkie 3rd Jun 17, 11:24 AM
    • 7,339 Posts
    • 2,254 Thanks
    mobilejunkie
    Apart from the heading on that, there is no indication that legal proceedings were either threatened or instigated. It is merely a letter of complaint - not even a LBA. They do have defaults on there credit files, however, so at least would have a cause for action, in theory.
  • Vodafone
    Hi Martyn B and tap92,

    I'm sorry to hear that your respective accounts remain unresolved.

    So I can access them to see what's happened, email me via the form here.

    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

    Social Media CARE

    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • ceh209
    • By ceh209 9th Jun 17, 6:18 PM
    • 676 Posts
    • 463 Thanks
    ceh209
    Hi I just submitted a problem I'm having on your web form, the reference is 16227882. Can you confirm you've received it?
    Excuse any mis-spelt replies, there's probably a cat sat on the keyboard
    • eddie-pullin
    • By eddie-pullin 12th Jun 17, 6:10 PM
    • 5 Posts
    • 2 Thanks
    eddie-pullin
    I have a monthly sim contract with Vodafone. £12.50PCM plus VAT for so many minutes and texts and 500MB of data.
    The data usage is reported on my phone, Motorola Moto E so I can see how much data I have used.
    Vodafone text: 27/05/2017, "You are coming to the end of your data allowance and have 50Mb left.... to add data do this etc. £5.42 per 250MB."
    I sent a text, " The data usage on my phone for this month is 183MB, please clarify."
    They did not.
    02/06/2017: Vodafone you have used all of your data allowance and will be charged £5.42 for every 250Mb.
    I tried to contact them using the social media link on the first page of this thread. They encouraged me to register my details, which already were. I emailed them to say so, with no response.
    I received the bill today. The account runs from 10th May to 9th June, I was charged £5.42 extra for the extra data usage. My phone records data usage of something like 220MB but not 520MB.
    From the bill
    11/05/2017 data usage of 269MB, which did not show on my phone.
    The only possible thing I can think of is that I upgraded software on the last day of the previous months account which did use a lot of data.
    FWIW I sent 6 texts that month, and 34 phone calls.
    I tried to get a response from Vodafone but nothing. I have used the chat facility on their web site but no clarification was offered.

    Reception is patchy where I live, under a hill, otherwise I would go to 3.
    Any suggestion folks?
    Jack
    Last edited by eddie-pullin; 12-06-2017 at 6:18 PM.
  • Vodafone
    I tried to contact them using the social media link on the first page of this thread. They encouraged me to register my details, which already were. I emailed them to say so, with no response.

    Any suggestion folks?
    Jack
    Originally posted by eddie-pullin
    Hi Jack,

    So I can chase this up, please update the thread with your email reference number.

    Hi I just submitted a problem I'm having on your web form, the reference is 16227882. Can you confirm you've received it?
    Originally posted by ceh209
    Hi ceh209,

    I can see that one of my colleagues provided you with an update on this yesterday.

    If you need any further help, let me know.

    Kind regards,

    Lee

    Vodafone Social Media
    Last edited by Vodafone; 14-06-2017 at 9:43 AM.
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • eddie-pullin
    • By eddie-pullin 13th Jun 17, 6:00 PM
    • 5 Posts
    • 2 Thanks
    eddie-pullin
    Hi Jack,

    So I can chase this up, please update the thread with your email reference number.
    Lee, from the email it is: 16173635.
    Thanks
    Jack
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