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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 56
    • Jac24601
    • By Jac24601 27th Aug 17, 12:49 PM
    • 1 Posts
    • 0 Thanks
    Jac24601
    Hi Lee
    Please help! 16810667 & 16810507
    Thank you
    • Computersaysno
    • By Computersaysno 30th Aug 17, 12:09 PM
    • 781 Posts
    • 584 Thanks
    Computersaysno
    Vodaphone keep chasing me for £700. Every single time I ring up they say ...oh yes we can see you don't actually owe us anything, we will sort that out and you'll hear no more. Then the next month I get the same texts only now it's gone up by another £50 or so.


    Had enough...I've left them after 10+ years, and I'm looking to send an LBA and take them for multiple DPA breaches.
    Welcome to the world of 'Protect the brand at the cost of free speech'
    • mobilejunkie
    • By mobilejunkie 30th Aug 17, 5:34 PM
    • 7,409 Posts
    • 2,304 Thanks
    mobilejunkie
    Why ring up when it's clear you're wasting your time. Not sure the small claims court will be of much comfort without proof of finance loss, among other things. Personally, I'd keep my eye on the ball and esnure there are no adverse entries on my external credit files which which prove a nightmare for the next six years and follow the repeated advice over many years on this and other threads to contact the WRT if you actually want to get anywhere.
    • epthree
    • By epthree 30th Aug 17, 11:09 PM
    • 10 Posts
    • 10 Thanks
    epthree
    Be careful of the latest Vodafone scam!
    Hi Guys,

    I decided i'd like to share the story of Vodafone experience.

    A few months ago now I went on holiday for a week and while I was there my data ran out (I like to watch videos on YouTube while i'm round the pool and browse social media at night etc..)

    Luckily they sent me a text to let me know I was almost out so I added an additional 20GB of data on for £20 to last me the for the remainder of the holiday, I was informed that as long as I cancelled this 2 days before my next bill date the add-on wouldn't be applied the following month although I would instantly lose access to the extra data, i'm usually on WiFi while i'm at home/work so this didn't bother me too much, although it did seem a little stingy.

    2 days before the bill date I logged onto the app to cancel the add-on, however this time it made me disconnect from WiFi to launch the app (usually you have to do this the first time you ever launch the app so the app knows the details of your contract) which seemed strange as i'd only ever done this once originally and haven't had to do it since.

    After I took the extra data add-on off I was instantly charged £6.75 for using 0.013MB of data outside of my allowance which was the data I used to turn off the additional 20GB (of which I had 3GB remaining) as the extra is revoked instantly and the remainder of your plan data (1.2GB left when I purchased the add on) is used before the additional data you purchase.

    After an hour or so moaning to them they agreed to refund the cost, however I had to call once and then speak to them twice on live chat

    Luckily, my contract at Vodafone is going to expire in the next 2 months, and I have a friend at EE who will be getting me a new one with 30% + £5 staff discount off each month, hopefully their customer service is better!
    • Computersaysno
    • By Computersaysno 31st Aug 17, 9:32 AM
    • 781 Posts
    • 584 Thanks
    Computersaysno
    contact the WRT
    Originally posted by mobilejunkie
    How do I do that?
    Welcome to the world of 'Protect the brand at the cost of free speech'
    • mobilejunkie
    • By mobilejunkie 31st Aug 17, 10:08 AM
    • 7,409 Posts
    • 2,304 Thanks
    mobilejunkie
    Having written that on this thread endless times - apart from the dozens of times the Vodafone reps have too - I recommend you bother to read some of it. Start backwards and it will take less time that I took to write this.
    • chloeos
    • By chloeos 1st Sep 17, 7:35 PM
    • 1 Posts
    • 0 Thanks
    chloeos
    Still waiting for incorrect default to be removed from my credit file!
    Hi Lee,

    We had some correspondence back in July regarding an incorrect default that was placed on my credit record. After months of trying to get the issue resolved, you were fantastic and helped me solve the problem and promised to have the account (and subsequent default) removed from my credit file.

    Unfortunately, six weeks later, it is still showing on my file. Worryingly, it appears to be a new default as it says that the account was opened in July 2017 and it is showing now as 'unsettled'. I'm sick with worry about this as my boyfriend and I are looking to take out a mortgage very soon, and we do not want to begin the process whilst this error is still showing on my credit file.

    Please get back to me as soon as you can to discuss getting this removed (as agreed in many emails from you and your team)

    Thanks in advance, my reference number is 16850450.
    Last edited by chloeos; 01-09-2017 at 7:38 PM. Reason: Adding reference number
  • Vodafone
    Hi all,

    Jac24601, I've checked your email references and can see that we replied on 28 August.

    Computersaysno, If you still help with your account, 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.

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

    Kind regards,

    Lee

    Vodafone Social Media
    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"
    • joejm
    • By joejm 8th Sep 17, 5:16 PM
    • 7 Posts
    • 2 Thanks
    joejm
    Vodafone repair
    Power to you! I am not 100% sure what /why Vodafone use this ad campaign! My recent experience with them doesn’t reflect anything otherwise. Recently, to be precise on 28th of April I bought a brand new Sony Xperia hand set from their shop in Hampstead heath. The sales advisor informed me that for the budget I have this is the best phone in the market and I took his advice not to know that this phone is going to give me such a headache. The reason why I bought the Sony hand set is because the phone which I bought in December 2017, a Vodafone own brand stopped working along with the micro memory card which they sold me!!

    Power to you!!!! NO “Money to you” I should say!!!

    The Sony Xperia worked well for few months and on the third week of August it started playing up and it was getting frozen, blurry and overheating. And then on 18th of August the phone completely stopped charging. I rang the customer service who informed me that they have such phone under my file first and then after a short while he said he can see the purchase. He informed me that I can go to the nearest vodaphone shop and asked them to reboot the software and if that won’t work then they will send it for the repair and they will give me a courtesy phone. So I went visited Vodafone at Lewisham and they did the software reboot. When they handed me the phone he said “ here you go all done” but I when I checked the phone the screen was still blurry. He then advised me to send the phone for repair as this is a software issue but he can’t give me a courtesy phone so I informed him that I will go to the shop where I purchased the phone.

    On 22nd of August I visited the Hampstead high street shop and I was served by a gentleman called Alexander and I explained the situation and his immediate response was “what do you want me to do?” . I was shell shocked by his attitude, here I am stuck with a phone which has some sort of software issues and did not expect such a appalling customer service. His next question was –“ have you dropped the phone”. I handed the phone to him and asked him to check it by yourself and he checked it thoroughly.

    He then informed me that it will take 5 working days to fix the phone. Then on Friday the 29th of August I received a call from a repair centre saying that they have received my phone and it has cracked. I informed him that when I handed the phone in the shop Alexander has checked the phone and confirmed on the vodaphone oracle system that the phone was in excellent condition and I won’t pay for any damage happened during transit. He then told me that they will contact the shop and liaise directly. Again on Monday the 4th of September I got a call from repair centre informing that I have cracked the phone and I have to bear the costs. I explained him that I have already spoken to his colleague previously informing the same thing and he need to speak to the Vodaphone shop. I stated that you cannot put the blame on me for phone not working and he will contact the shop and do the needful.

    Then on 6th of September, forget about the 5 day commitment - 10 working days to be precise, I received a text message saying that the phone is ready to collect and not to my surprise they have simply send the phone with a covering letter stating they weren’t able to fix the phone as it was not covering under the warranty and they tried to contact me but haven’t been able to reach me!!!!!!!! what an audacity or stupidity to put such a false claim in writing!!!!!when I have already spoken to them twice!!!!!!!

    The sales advisor this time was very polite and informed me that he have seen similar scenarios previously with other customers and the best course of action for me is to take the phone to a nearest Sony centre!

    I quote one more time your marketing jargon - “ Power to you” – in what sense!!!

    I checked on the Sony website and it is showing me the nearest authorised repair centre is Vodafone Hampstead high street. What am I supposed to do!!! “POWER TO YOU” or “MORE MONEY TO YOU”
  • Vodafone
    Hi joejm,

    I'm sorry to hear of your dissatisfaction with the level of service you've received.

    If you still need help with your phone, email us via the contact details provided in post in 1108 above.

    Kind regards,

    Lee

    Vodafone Social Media
    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"
    • joejm
    • By joejm 13th Sep 17, 6:00 PM
    • 7 Posts
    • 2 Thanks
    joejm
    So I have now spoken to to 4 to 5 unpleasant Vodafone customer complaint advisors and I have provided them with what they requested, i.e. receipt for mobile purchase, repair form filled in by the Vodafone staff saying mobile phone condition is NEW when handed in the store for repair. I have also emailed them twice so far but they still haven’t confirmed the receipt of my emails, POWER TO YOU VODAFONE!!!!!!!!!
  • Vodafone
    Hi joejm,

    I'm disappointed to hear that this remains unresolved.

    For further help, email us via the form here.

    To access the form you'll need to enter the code WRT165.

    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 we've received it.

    Kind regards,

    Lee

    Vodafone Social Media
    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"
  • Vodafone
    Hi Baggy4,

    I've just replied to you here.

    Kind regards,

    Lee

    Vodafone Social Media
    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"
    • adonis10
    • By adonis10 19th Sep 17, 10:50 AM
    • 1,417 Posts
    • 157 Thanks
    adonis10
    Why are your website 'deals' so expensive when compared with, for example, carphone warehouse? I have just priced up the following and there is a big difference in price:
    128GB Iphone 7
    Vodafone website:
    8GB data, unlimited texts and calls, 24m entertainment pack
    £60/month and £20 up front


    Similar deal with CPWH:
    18GB data, unlim texts and calls, 24m ent pack
    £48/month, £29.99 up front.


    So a whole £278.01 (24m x £12 saving less £9.99 extra up front) cheaper over the life of the contract. And that is with 10GB extra data per month. Why such a disparity? Can you beat your website offers for existing customers if they call you to discuss? I have been with Voda for over 10 years therefore wonder if there is any incentive to remain loyal to them.
    • fedup_withvodafone
    • By fedup_withvodafone 19th Sep 17, 3:05 PM
    • 1 Posts
    • 0 Thanks
    fedup_withvodafone
    Wrt135 [#16973652]
    Hi all,
    I am also, like many of you, in the unfortunate position of having to deal with a Vodafone complaint (or should I say many) which has been going on for over a year and a half now and has never been resolved.
    I'll try to keep it short and highlight only the main episodes, hoping Lee will take care of it as I am absolutely exhausted and frustrated and if this won't work—the Ombudsman didn't—I will have to take this to Small Claims Court.
    • I signed a pay monthly contract with Vodafone in November 2015, for £43 inclusive of £7 monthly insurance. I have been charged over this amount for almost every month, my average is now £60 with spikes of £80 or £90. All of this without being able to check any of my bills as Vodafone set up my online account with a PAYG number I previously had with them, prior to moving to Three and then coming back to them (Why oh why!). I have raised this multiple time, emailed the CEO, been contacted by a "higher" support team, all of this to no avail as I was never able to see my bills or account online. I asked for the bills to be posted but have been ignored.
    • I have asked for my DD date to change from the 14th to the 28th of the month and they have proceeded to take double payments for 3 months.
    • I have cancelled my insurance DD (payment and insurance go out in two different DDs), as I was told in store the insurance was not binding, and it was taken separately from the main payment to give customers the freedom to cancel it whenever they felt they didn't need it anymore. So I proceeded to cancel it after taking out insurance privately and got a late payment mark on my credit as a result. I have also received messages from Vodafone saying I had missed my payments, and if I didn't pay they would cut my services (which they did despite me paying within 10 minutes of receiving the message). Turns out they didn't take the other payment as well as the insurance after me cancelling my £7 monthly DD and marked it as a late payment.
      They charged me an extra fee to pay through phone and after MANY attempts I was able to speak to someone who understood the problem, after this happened for three months in a row, and he amended the payment process but never refunded me the extra which was taken nor the insurance I was still being charged for.
    • I was promised, by so many representatives, refunds for my trouble and the money erroneously taken in this instance and the overcharged bills and an extra on top of it for my patience and their incompetence, needless to say, I spend hours on the phone and on online chats to never see any issue resolved and no money refunded.
    • I was never made aware of how to make a complaint or the possibility to turn to the Ombudsman for help. Now the Ombudsman has ruled they should issue a letter of apology, allow me to terminate the contract early (which will terminate in November regardless) and with no fee, and a £150 gesture of goodwill. This is on the basis that Vodafone has stated I was never meant to pay £36pm but "an average of £53" (What does an average even mean? Have any of you ever seen a contract which is based on average figures? Lol and they want to be take seriously...) and I have yet to find the paper contract. I have sent them proof of my bank statements with the separate DDs, as I wasn't overcharged in the first two months and it's possible to see both the £36 and the £7 going out.
    There is more and I could go on for ages, but I reckon this is enough. I have lost sanity, damaged my credit score for no reason, and above all else the money which has been taken comes up to more than £600. I am at my wits' end, to the point that I just see the overcharged bills coming in and I can't find the energy to fight anymore. I have turned to the Ombudsman in hope they would resolve this in an adequate way but have been let down again.
    This is my last resource before SCC, I will update you with the results if it comes to that. It will be long and painful but I have the feeling it will be worth it. I have enough evidence to build a strong case and at this point I've spent enough time and energy to try this one last thing.
    Once the nightmare is over I will RUN away from them and never look back.
    I also accept recommendations for new providers!
    Thanks for making it to the end of my rant
    • devadot
    • By devadot 20th Sep 17, 1:04 PM
    • 28 Posts
    • 1 Thanks
    devadot
    I've had similar problems. Every "customer care" rep has told me something different and none of them have got back to me when they said they would.

    The worst company I have ever had to deal with.
  • Vodafone
    Hi all,

    adonis10, As the information regarding how our packages are priced would be classed as commercially sensitive, I'm afraid I can't provide you with an explanation regarding the difference between the ones you've quoted.

    Although it may not be possible for us to match the package you've seen with CPWH, any deal you agree it with us would be eligible for a Vodafone Advantage discount, if your employer is part of the scheme.

    fedup_withvodafone, Thanks for making me aware of your experience.

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

    devadot, I've replied to you here.

    Kind regards,

    Lee

    Vodafone Social Media
    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"
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