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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 54
  • Vodafone
    Hi Jack,

    Thanks for coming back to me.

    I've arranged for a colleague to get back to you as soon as possible.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial 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"
    • secretsquirrel007
    • By secretsquirrel007 17th Jun 17, 12:26 PM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    Issue with Ombudsman Services
    Hi

    I'm new and looking for some advice regarding Vodafone and Ombudsman Services and what I can do if I'm unhappy with the outcome of their investigation. Brief summary:

    I've had an complaint outstanding with Vodafone going back to the middle of last year. They have failed to deal with it and each time I called them, they say someone will call me back but they don't. My bill with them is outstanding because I wanted them to formally look into it - which also eventually involved some bank charges I incurred from this - through their complaints procedure. Early this year I had a letter saying they would class the payment as in default if I didn't call them to resolve the matter. I called them again, and it was the same story - I explained things, got cut off numerous times, someone promised to call me back, and they never did. A month later, they classed it as a default payment.

    It took a little while for me to realise this - when I had called them I had asked if it was already classed as default and one person said yes, one said no so I wasn't totally sure, and of course I had hoped to resolve it. But eventually, it started affecting my credit so I realised what they had done and raised a complaint with Ombudsman Services hoping for some kind of common sense. Unfortunately that seems to be AWOL. I received a response that basically said they recognise Vodafone had given bad service and offered £75 but that Vodafone had "explained the charges" months ago and so I should have paid, and that because the amount is outstanding, it is their right to class it as default. Whilst this may be legally true, there is no consideration given to the fact that I had tried to cooperate with them and in my opinion it was in dispute. It all seems very contradictory, I appealed giving more details but received the same contradictory response. It is recognised that Vodafone gave bad service but that is only covered in the £75 (which I don't even feel is enough given the time and stress this caused me but there was no offer increase it) and isn't taken into account in either removing the late payment charges that are part of the outstanding balance, or in removing the default from my credit rating because it is their right and they explained the charges so I should have paid. Also, Vodafone would need to repay my bank feeds but only up to the conversation where they "explained the charges" - not for the length of the dIspute even though they never officially dealt with anything. None of this seems right to me. To begin with, surely explaining the bill is not the same as dealing with the complaint? Secondly, who in their right mind pays a company £200+ they don't agree with when the company have not dealt with their complaint, aren't communicating two ways and aren't looking at the bank charges I had?

    I feel that my appeal was wasted as nothing was listened to and there was no change from the original decision. I have called Ombudsman Services and they tell me the only option is to talk it through with the Investigating Officer but that what they say will be the final decision. I'm not hopeful as they seem unable to understand what I am saying, or see things from my point of view. From looking online it seems that removing the credit history is often part of agreeing to pay the bill but they seem against that and sees to think I deserve this and the knock on affect it will have even though I have given evidence that I had been in contact with them many times and they were not dealing with the actual complaint regardless of what one person told me on one particular call. When I look at my credit rating I can see that Vodafone has classed the payment as unpaid since the same point she refers to them as "explaining the charges" so from that point it's unpaid, and then in default until now - surely a lot of those entries should show the payment was in dispute at least?

    Does anyone have experience of anything similar, and do I have any recourse here? Am I still able to speak to Vodafone about the credit history part regardless of what Ombudsman Services say?

    It strikes me that I would have had a better outcome if I had been able to speak to Vodafone directly as I may have been able to negotiate the credit history part so I'm very angry about the whole thing and worried about my financial future from this. It seems very unfair that all of this has spiralled from me having a query and Vodafone failing to raise a complaint (according to who you speak to there) - £75 is nice and all but it's nothing to Vodafone and I'll only end up paying it back to them. It just all seems wrongly handled and I'm not just saying that because I have "lost" parts. I accept that they deem the £200+ (although I still don't agree with it at all but that's another matter) bill as correct but the rest of it just seems wrong when they also accept Vodafone gave bad service.

    I feel like Vodafone are ruining my life and that while they have to pay me £75, I'm disproportionately worse off, and will struggle to get a mortgage and overdraft now.

    Help!!!
    Last edited by secretsquirrel007; 17-06-2017 at 3:26 PM. Reason: Correcting a mistake
    • SuperPerson
    • By SuperPerson 17th Jun 17, 3:53 PM
    • 1 Posts
    • 0 Thanks
    SuperPerson
    Vodafone Headache and Stress
    Hi All,

    Thought I'd document my troubles here to see if anyone can offer advice or has had a similar issue that was resolved.

    The main issue is related to my mobile data, the call centre staff have tried to fix it but only made it worse until now where they've disconnected my line and can't seem to reconnect it. (I've paid all my bills as Vodafone themselves have confirmed)

    I have also posted using the WRT135 process as per below:


    "MSE Forum" - PLEASE HELP!!
    ++Major Issue since 14th June 2017 - Iíve been disconnected: no signal, no services showing on my online account. Iíve called up Vodafone, each time told to wait between (1-2 hours or 24-48 hours.) Have been promised calls back none of which have been received. The last promise being for tomorrow Sunday 18th June (which I do not expect to actually receive.)
    ++Less Major Issue since around October 2016 Ė The mobile data on my account (of which has been completely switched off. Each time I call (12+ hours on the phone with them) Iím told the usual (sim swap, refreshing tariff, passed to super users, false promises of calls back etc with a wait of 24-48 hours before the issue is fixed.) Compensation has been promised to be paid on each call Ė when the issue is fixed, which it hasnít yet in 8 months.
    • mobilejunkie
    • By mobilejunkie 17th Jun 17, 4:13 PM
    • 7,483 Posts
    • 2,346 Thanks
    mobilejunkie
    The "process" involves contacting them as instructed and getting a reference number.
    Last edited by mobilejunkie; 19-06-2017 at 10:51 AM.
    • dazzaofdagenham
    • By dazzaofdagenham 17th Jun 17, 7:12 PM
    • 1,046 Posts
    • 359 Thanks
    dazzaofdagenham
    The "process" involves contacting htem as instructed and getting a reference number.
    Originally posted by mobilejunkie
    Which is about as much use as a handbrake on a canoe.

    Contact the top people at Vodafone and you'll get a response and help to solve your matter.
    • d123
    • By d123 18th Jun 17, 11:07 AM
    • 6,693 Posts
    • 4,268 Thanks
    d123
    Which is about as much use as a handbrake on a canoe.
    Originally posted by dazzaofdagenham
    How so? This thread alone is proof of the usefulness of the WRT process. They have a pretty good track record of resolution once the customer follows the process and updates with ref number.

    I know you have an axe to grind, but try and keep it factual...
    ====
    • pmduk
    • By pmduk 18th Jun 17, 12:12 PM
    • 7,625 Posts
    • 5,486 Thanks
    pmduk
    SuperPerson
    The companies within the industry have a choice of two Alternative Dispute Resolution Services to use: CISAS and Ombudsman Services : Communications. The Company chooses which service to sign up to.


    My experience working within the industry has shown that both services tend to err on the contractual side of things ie has the company & customer fulfilled the contract? You would have been in a much stronger position had you paid all but the disputed part of the bill. (You may have done so, your post is unclear on this point.)


    You can post a Notice of Correction on your Credit rating entries putting your side of the story. If Vodafone object to that it would at least reopen the dialogue with them.


    Finally, if you haven't yet done so read the entry at the beginning of this thread and contact Voda's Web Relation's Team. I know many peope have reported them working wonders.
    Last edited by pmduk; 19-06-2017 at 10:48 AM.
    • secretsquirrel007
    • By secretsquirrel007 19th Jun 17, 10:41 AM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    Hi

    Can anyone help or give advice with the situation I posted above please? Happy to answer any questions if it helps but getting rather concerned about this and as I'm going through the Ombudsman it's time sensitive. I am wondering if I would still be able to negotiate with Vodafone directly regarding the credit rating issue if needed?

    Thanks!
    • pmduk
    • By pmduk 19th Jun 17, 10:49 AM
    • 7,625 Posts
    • 5,486 Thanks
    pmduk
    Read my post immediately before yours?
  • Vodafone
    Hi secretsquirrel007,

    I'm sorry to hear that you remain unhappy.

    As you've escalated your complaint to the Ombudsman, you'll need to discuss it further with the investigating officer to a final decision can be reached.

    SuperPerson - So I can check that we've got your email, please update the thread with your email reference number from our automated reply.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial 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"
    • secretsquirrel007
    • By secretsquirrel007 19th Jun 17, 1:01 PM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    Hi Lee - I remain unhappy for various reasons, including Ombudsman Services. Am I able to speak to anyone at Vodafone? This is especially related to the fact the payments have been classed as late and unpaid on my credit history when my account has been in dispute.
    • secretsquirrel007
    • By secretsquirrel007 19th Jun 17, 2:10 PM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    Thanks pmduk. I think I shall have to try posting a note on my credit record as there seems to be nothing else I can do. I'm so appalled by all of this. Vodafone put in writing that I could contact them to resolve the matter and it would avoid going to default and I did that but then they didn't call me back and put it to default the following month anyway. And now the Ombudsman have decided that's all fine because I didn't pay the bill, and that although Vodafone didn't deal with the complaint, it did explain the charges on the phone so I should have paid. Despite the fact that me not paying is linked to the bad service, they are treating them separately so it seems to not matter why I didn't. I've also just discovered that the Investigation Officer you deal with doesn't even make the decision and so the appeal process and following call if you don't agree is completely pointless. And then there's no recourse on any of what they decide. So they are a law unto themselves and I feel even more powerless than I did before. They have disproportionately placed blame on me, my life will be ruined but Vodafone pay me £75 and write a sorry letter for MONTHS of failed service in dealing with the complaint that led to me not paying. I can't even find out if the last call I had with Vodafone when someone promised to look into to it and call me back was even listened to as part of the evidence. I'm pretty in the dark about my own case to be honest.

    In the overall scheme of things, what happens if I don't accept it? Can I then re-open discussions with Vodafone? Am I better to have it from the Ombudsmen that there was a failure in service? Does an apology from Vodafone mean anything?

    I'm sorry. I'm so angry and confused by all of this and I need to decide today. I've had terrible service from Vodafone but if I have to pay the bill then I have to. It includes late payment fees that the ombudsman has also refused to remove so that's galling but I don't even care about the £75 compensation I would get, I just want to sort the credit history out.

    I regret ever going to Ombudsman Services and my advice to anyone else is to keep persevering with Vodafone. Ombudsmen Services aren't worth the risk or effort, and they see things differently to any customer experiencing stress from Vodafone. They're a low unto themselves.

    Last edited by secretsquirrel007; 19-06-2017 at 2:22 PM.
    • mobilejunkie
    • By mobilejunkie 19th Jun 17, 2:20 PM
    • 7,483 Posts
    • 2,346 Thanks
    mobilejunkie
    Sounds like you've shot yourself in the foot. The notice of correction won't do anything. You can lodge a dispute on an entry with the credit agency, but unless Vodafone agrees to amend the entry won't achieve anything about the current entry after about a month.

    Cancelling a direct debit is always a bad idea. The only way you may have got somewhere is using the WRT - but since it's now gone to the Ombudsman you have lost that option. Relying on Vodafone through normal channels is only ever likely to escallate the problem, so "persevering" with them (other that through the WRT) is not good advice. Promises to call customers back are simply a mean of fobbing you off, passing the buck or telling you what you want to hear - nothing more.
    Last edited by mobilejunkie; 19-06-2017 at 2:24 PM.
    • secretsquirrel007
    • By secretsquirrel007 19th Jun 17, 2:33 PM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    I had to cancel the direct debit as Vodafone kept taking payments they had told me they would not take while they investigated the complaint. There was no money left and I was incurring bank charges. That also formed part of my complaint which is why I'm so annoyed that it's being dealt with as two separate issues - I wasn't happy to pay them over £200 when they wouldn't look into my complaint or bank charges, and when they refused to communicate with me unless I called them and then I couldn't speak to the right people. Me not paying was a direct result of it all but Ombudsman Services will only look at 1) them giving me bad service and 2) me not paying the bill. They seem to see no link at all.

    I have also been told by someone there that when they went to Vodafone they put my request to remove the credit file markers to them and Vodafone said no. I thought they only went to Vodafone to gather information and Ombudsman decided on it. Very disillusioned after today.

    But what if I don't accept the Ombudsman's outcome? Does that re-open the chance to talk to Vodafone?

    I meant persevering through WRT. I would avoid Ombudsman Services unless there was no other option and even then, don't count on it being looked at properly or ever speaking to the person making the decisions. You will at best talk to a front for that person and they won't budge because it's not their words, they simply compiled a case. I also didn't realise that, the Investigating Officer makes it sound like it's their decision but apparently it's not after all. My "appeal" feels very pointless, no wonder it only took a day to be looked at.

    They have their satisfaction scores on their website and they're not great, I can see why now.
    • secretsquirrel007
    • By secretsquirrel007 19th Jun 17, 3:41 PM
    • 6 Posts
    • 0 Thanks
    secretsquirrel007
    Hi Vodafone/Lee - Ombudsman Services told me it's ok to speak to Vodafone directly so I filled out the WRT135 form. Reference is 16296301. Any help would be appreciated, I'd just like to get this nightmare sorted out. Thanks.
  • Vodafone
    Hi secretsquirrel007,

    Thanks for updating the thread.

    I've got your email and I'll get back to you as soon as possible.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial 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"
    • catscradle
    • By catscradle 22nd Jun 17, 5:21 PM
    • 5 Posts
    • 26 Thanks
    catscradle
    Hi Lee

    I have filled out the WRT135 form and reference is 16328832. Please can you help? Help to alleviate this incredibly stressful situation is much appreciated.
    Thank you.
    PAYDBX 2017 - £6 / £6500
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    • dazzaofdagenham
    • By dazzaofdagenham 24th Jun 17, 1:44 PM
    • 1,046 Posts
    • 359 Thanks
    dazzaofdagenham
    How so? This thread alone is proof of the usefulness of the WRT process. They have a pretty good track record of resolution once the customer follows the process and updates with ref number.

    I know you have an axe to grind, but try and keep it factual...
    Originally posted by d123
    I have no axe to grind at all.

    After I contacted the WRT in January about the billing issues I was having in October / November / December it took a age for anybody to contact me and virtually nothing was done.

    After emailing the CEO nick Jeffrey, I got a call back within 24 hours and the problem solved within 72 hours.

    How it ever escalated to that stage I'll never know...a simple billing issue that just snowballed outta control.

    As I said before, all my messages about Vodafone are documented.
    • d123
    • By d123 24th Jun 17, 4:53 PM
    • 6,693 Posts
    • 4,268 Thanks
    d123
    I have no axe to grind at all.

    After I contacted the WRT in January about the billing issues I was having in October / November / December it took a age for anybody to contact me and virtually nothing was done.

    After emailing the CEO nick Jeffrey, I got a call back within 24 hours and the problem solved within 72 hours.

    How it ever escalated to that stage I'll never know...a simple billing issue that just snowballed outta control.

    As I said before, all my messages about Vodafone are documented.
    Originally posted by dazzaofdagenham
    So are you saying you have no animosity or dislike for Vodafone?

    Also, do you maintain that the WRT people have not, and do not, help people?
    ====
    • dazzaofdagenham
    • By dazzaofdagenham 24th Jun 17, 7:15 PM
    • 1,046 Posts
    • 359 Thanks
    dazzaofdagenham
    So are you saying you have no animosity or dislike for Vodafone?

    Also, do you maintain that the WRT people have not, and do not, help people?
    Originally posted by d123
    I have a dislike for the customer care on Vodafone...whose web chat people will tell you that the problem is high priority and that I will be called back within 48 hrs by

    1. Billing escalation team
    2. Team leader who has authority to solve these issues
    3. Manager who will solve straight away
    4. Billing team manager.

    Of course these people either don't exist or be been fobbed off.

    Why do Vodafone allow these webchat people to tell these fibs ? Waiting for a call that isn't going to arrive is so frustrating !!

    Yet they continue to allow or take no notice of what webchat people are doing.

    I've had minimal interaction with WRT ( have tried many a time )

    When I had contact with the team representing nick Jeffrey that were superb....listened to problem I was having, took notes and rectified what had happened.

    Now why can't the webchat people do that ? Why fob me off and tell me fibs, therefore aggravating me and spreading the word of how bad Vodafone are ( or were ).

    Perhaps I'm small fry in the great Vodafone world and my money doesn't matter to them, but in this day and age there is no need for this treatment .
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