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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 57
    • makemesumdosh
    • By makemesumdosh 29th Sep 17, 8:23 PM
    • 307 Posts
    • 88 Thanks
    makemesumdosh
    roll on Dec,
    SIMO on SKY
    £5 a month for its TV customers
    • fedup_withvodafone
    • By fedup_withvodafone 2nd Oct 17, 12:06 PM
    • 6 Posts
    • 0 Thanks
    fedup_withvodafone
    Just wanted to point out it's been quite a while and nobody got back to me as of yet. I heard wonders about Lee but seems like he's just as interested as his colleagues at the "Customer Service" team?
    Really disappointing.
    • ashnojutsu
    • By ashnojutsu 3rd Oct 17, 10:26 PM
    • 110 Posts
    • 17 Thanks
    ashnojutsu
    17082905

    Hope to get a response sooner rather than later.
    • Ukparis
    • By Ukparis 5th Oct 17, 11:20 AM
    • 1 Posts
    • 0 Thanks
    Ukparis
    Fraud
    Vodafone decided to try and sneakily add there vodafone guard onto my account.

    I never gave permission and I certainly never would it takes 6 hours of phone calls to get them to do simple tasks but yet without my permission can do anything in seconds.

    I have two contracts one of which I can’t even use but Vodafone still insist on charging me, but this month out of the kindness of there heart they have given me £5 back, utterly disgusted and outraged 2 months been into shops and tried online to get a SIM card to work for my inaccessible number.

    I have already raised the issue and am waiting for the ombesman to deal with them as it is the only way, ofcom don’t deal with single complaints but with all the complaints about just 1 company isn’t it time they had there licence to trade in this country revoked?

    They don’t even follow uk consumer law and try to wriggle out of anything, they add fraudulent charges onto bills and the customer service on live chat are very rude.

    All in all WORST SERVICE PROVIDER in the UK!!
    • juzzy25
    • By juzzy25 6th Oct 17, 10:42 PM
    • 2 Posts
    • 0 Thanks
    juzzy25
    My first post, but be careful on Vodafone retention team, my Dad renewed with them and they made all these promises to add 40% off the bill, and also credit £10.50p to sweeten the deal.

    Low and behold, they forgot to add the credit, and the auto generated e-mail came up at the original price! Voda allowed me on my Dad's behalf to deal with it and now it's all okay. They claim the managers were too busy at the time to "add the discount"

    In all fairness the second person on the phone has rectified this, so I sincerely hope my Dad's deal does go through, judging from the text and e-mail, it looks all okay but I'll be watching MyVodafone like a hawk to see they don't screw up this deal.

    This is not the first run in, I've had with creative retention teams, last person promised all these things to get my mother to resign, and yet again "nothing changed for two years!" in all fairness they did credit back all the over-billing for the mistakes (or what I call mis-selling) but be warned that the team can take some creative licence, I've now moved her to a network that offers similar network service but with much better customer service.

    To balance so it doesn't look like I'm trying take down Vodafone in my first post, that the network and other services my family uses (I'm with another network who have their own issues) are okay and are pretty solid, Dad loved the fact he could stream Goodwood FoS on his phone and he gets great coverage whilst others in his place of work don't.

    EDIT: Just seen the retentions thread - sorry - maybe this should be moved there.
    Last edited by juzzy25; 06-10-2017 at 10:49 PM. Reason: New to forum, noticed this message may need moving to another thread.
    • mobilejunkie
    • By mobilejunkie 7th Oct 17, 8:14 AM
    • 7,513 Posts
    • 2,355 Thanks
    mobilejunkie
    but be warned that the team can take some creative licence
    Originally posted by juzzy25
    Very kind. It's not just the retentions team and it's not ""creative licence". Apart from the WRT and the very rare exception, it's mandatory if you work for Vodafone to lie, make false - indeed, any promises, cut you off, send you round the houses - and back again to "go", mess up your bills, direct debits and just about everything and anything, fob you off and - if all that isn't enough - make sure their system won't allow you to log on to view anything that's going on.
    • ratechaser
    • By ratechaser 9th Oct 17, 4:13 PM
    • 468 Posts
    • 368 Thanks
    ratechaser
    There are not enough hyperbole in the world to adequately describe Vodafone's incompetence. I won't bore you all with too much detail, but it basically revolves around me agreeing (against my better judgement) to a deal with retentions, that was never set up properly, that I have to complain about every month to get a resolution. Which I am assured every time will be a permanent fix, but which only lasts a month. And then to get switched to a different package that I didn't request, at a price I do not agree to.

    Right now it's sitting somewhere between breach of contract and outright fraud. I'm done with chat and phone, proper letter in the post today, and probably the Ombudsman to follow.

    And I will NEVER take a new contract with Vodafone. NEVER.
  • Vodafone
    Just wanted to point out it's been quite a while and nobody got back to me as of yet. I heard wonders about Lee but seems like he's just as interested as his colleagues at the "Customer Service" team?
    Really disappointing.
    Originally posted by fedup_withvodafone
    Hi,

    I've checked your email reference number and can see that one of my colleagues replied to you on 20 September.

    If you still need help, please reply to the email and we'll get back to you as soon as possible.

    17082905

    Hope to get a response sooner rather than later.
    Originally posted by ashnojutsu
    Hi ashnojutsu,

    I've checked this reference and can see that I replied to you on 5 October.

    Ukparis and ratechaser,

    I'm sorry to hear that you're not having the best of experiences with us at the moment.

    If you'd like me to look into things further, 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

    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"
    • gerdo
    • By gerdo 10th Oct 17, 10:18 AM
    • 109 Posts
    • 83 Thanks
    gerdo
    proof of purchase
    Hello Vodafone,
    Can you please help me with my proof of purchase request. I submitted a request through the proper channel and I was sent proof of usage and told that I need to contact whoever I bought the phone from to get proof of purchase.

    But I bought the phone online directly from Vodafone, it was a retention deal. I have replied several times to proofofpurchase@help.vodafone.co.uk but no one will reply to my mails.

    My phone is broken and my insurance company need proof of purchase.

    Thanks.
    • danzinsky
    • By danzinsky 10th Oct 17, 2:48 PM
    • 3 Posts
    • 0 Thanks
    danzinsky
    Credit Report Errors - WRT135 [#17133056]
    Hi Lee,

    WRT135 [#17133056]

    Can you look in to my query for me.

    I have 3 old Vodafone accounts still showing on my credit report - they report as 'Active' and 'Payments up to date' every month with no missed payments etc. I only have 1 active account with Vodafone.

    Thanks.
    • braduk2k
    • By braduk2k 11th Oct 17, 10:47 AM
    • 3 Posts
    • 0 Thanks
    braduk2k
    Vodafone Incompetence - STOPPING ME Getting MORTGAGE
    Account Number: 7022233796

    Trying to get a mortgage.
    Vodafone has screwed that up…

    I now have an unfair Default on my account when I was promised it was closed and paid up in March. Subsequent late payments have been added to file and a default. Even though I have had various discussions between then and various false promises it had been resolved.
    • Told on 20th of March 2017 account was complete and up to date
    • Seen Vodafone on WATCHDOG in June for this same issue about not updating credit files correctly - Called up. Told was balance outstanding but could see was!there!issue. Would be cleared and email sent to Credit Report Department to Fix. LIES
    • Webchat on 28th of June 2017 also - call record allegedly lost
    • August got an email from Debt Collection agency
    • Called again on 2nd of September 2017. Had to make a payment. Twice told was!there!error.
    • Promised a call back from Manager to confirm credit file had been fixed due to Vodafone error

    DETAILS CAPTURED OF CALL BACK THAT NEVER HAPPENED:
    > Call Handler Huda Aladin
    > Billing Department - Egypt
    > Call Request - ID: 1-7chyjqm5!
    > Manager Name who promised call back - Huda Hassan


    NO CALL BACK EVER PROVIDED
    • - Today 10th October - 1 hour in Vodafone store again, no progress. No credit file remediation

    As of today 10th of October 2017 I have an unfair Default now on Credit File. When should have been marked as Closed in!March. £32

    All as per WATCHDOG episode outlined with outlined with countless people having the same issue.

    Also Ex Vodafone Employee.
    Now I CANNOT GET MORTGAGE.
    SHAMEFUL. NEED FIXING TODAY

    My credit file needs updating to reflect the information I was advised in March when closing the account, that the balance was up to date and no further charges would be incurred. Feel free to review the call logs. Requested this once already for the call in June. Told call logs lost. How very convenient… For Vodafone


    Thanks a lot. Great way to treat an ex Employee and previously loyal customer…
    • mobilejunkie
    • By mobilejunkie 11th Oct 17, 10:56 AM
    • 7,513 Posts
    • 2,355 Thanks
    mobilejunkie
    Re-posting on the right thread won't get you anywhere. You need to follow the advice previously given and repeatedly spelled out on this thread.
  • Vodafone
    Hi danzinsky,

    I've checked your email reference and can see that one of my colleagues replied to you last week.

    Hi gerdo and braduk2k,

    Thanks for making me aware of your experiences.

    If you still need help, email us via the contact details provided in post 1128 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"
    • PeterOHanrahanrahan
    • By PeterOHanrahanrahan 17th Oct 17, 1:40 PM
    • 84 Posts
    • 12 Thanks
    PeterOHanrahanrahan
    Submitted earlier today, WRT135 [#17184865]
    Would appreciate this being looked into, thanks.
  • Vodafone
    Hi PeterOHanrahanrahan,

    We've got your email and we'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"
    • fedup_withvodafone
    • By fedup_withvodafone 19th Oct 17, 3:15 PM
    • 6 Posts
    • 0 Thanks
    fedup_withvodafone
    Hi,

    I've checked your email reference number and can see that one of my colleagues replied to you on 20 September.

    If you still need help, please reply to the email and we'll get back to you as soon as possible.
    Originally posted by Vodafone
    Hi Lee,

    Unfortunately nobody has replied to me since that email which was just an automated email—I presume—saying that someone else (supposedly you?) was dealing with my enquiry and therefore no action could be taken.
    It just seems like nobody wants to get back to me at all? I find it a bit worrysome considering you seem to be the most reliable person to go to in order to solve complaints like mine and if that's how it's been dealt with I'm kind of starting to lose hope.
    • ajames90
    • By ajames90 19th Oct 17, 5:16 PM
    • 10 Posts
    • 0 Thanks
    ajames90
    My ongoing issue with Vodafone. Literally the worst customer service going and caused me much stress and added anxiety.

    My issue started back in June 2016, after I had already complained about a one off charge that was added to my bill.

    Vodafone added another one off charge (£103.94), without notice or any reason why. I went onto live chat to dispute it and was promised the charges would be removed.
    It took 5 months and several calls/live chats to try and resolve the issues which after I complained the charge was finally removed in November 2016.
    During the time my bill was in dispute, I cancelled by direct debit, as otherwise they would have taken the amount for the one off charge which they said they would remove but took months to do so.
    There was never an option given to me to make payment for the correct part of my bill or to set aside the amount I was disputing from my bill during the 5 months. Had they told me I could continue to pay my usual line rental whilst the part of my bill was under query, I would have.

    Anyway, the bill for November arrived and the charge was finally removed. This left £334.94 to pay which is the line rental I owed whilst the account was in dispute. Shortly after by November bill reflecting the correct amount, Vodafone disconnected my phone line.

    I went through to Vodafone to pay the whole £334 and to reinstate the phone line and they advised the account was passed through to a Debt Recovery firm (Zinc) and that I had to speak to them. Remember this happened just after they sent Novembers bill which had the incorrect charges removed.

    I spoke with Zinc and said could I make a payment but wanted to know if I made the payment if my phone line would be reinstated. They said they would have to pass that query back onto Vodafone and that they would come back to me.

    It came to January 2017 and I hadn't heard anything from Vodafone to I assumed that my account was closed.

    In July 2017 I checked by credit record and could see bill had increased to £1,120.47. Which was a shock as the last I heard it was £334.94 (Novembers bill & the amount passed over to Zinc), but I hadn't heard from Vodafone at all.

    I spoke with Vodafone and they said the account still was with Zinc. I called Zinc, they said the account is closed and was closed in January 2017 and it's nothing to do with them, went back to Vodafone they said they would get back to me. They never did. I spoke with the Vodafone credit file team to ask them to remove the charges or at least show my account was under query on my credit record. At this point they agreed to take away the one off charge which would leave me £334.94 to pay. Which I agreed to. They said they would speak with Zinc as apparently the account was still with them.
    I didn't hear anything back so I made a complaint. I raised the complaint in July and received a letter in September apologising for the delay and asked me to call them. Which I did, again was promised the charge would be removed leaving £334.94 to pay and that she would call me back once the account was handed back over to Vodafone from Zinc. Surprise surprise, didn't hear back from Vodafone, AGAIN!.

    So as the complaint is still outstanding and as it was over 8 weeks since I raised it, I logged a complaint with the Ombudsman. I am now claiming for all charges to be removed (even the £334.94 which I originally agreed I should pay had they removed the other charge initially), as well claiming for 10.5 hours of my time I have taken to deal with Vodafone (which I have kept a record of). I also suffer from anxiety and took two days annual leave to deal with these issues, so I am also claiming for them to reimburse me for the days I took off.

    Ombudsman are now looking into my complaint, but has anyone had anything similar which they took to Ombudsman and what was the outcome?

    Also surely Vodafone should have updated my credit record when I was querying the account?

    Any advice would be much appreciated!
    Last edited by ajames90; 19-10-2017 at 6:43 PM.
  • Vodafone
    Hi ajames90,

    As your complaint is currently being investigated by the Ombudsman, you'll need to wait for them to contact you with their conclusion.

    Hi Lee,

    Unfortunately nobody has replied to me since that email which was just an automated email—I presume—saying that someone else (supposedly you?) was dealing with my enquiry and therefore no action could be taken.
    It just seems like nobody wants to get back to me at all? I find it a bit worrysome considering you seem to be the most reliable person to go to in order to solve complaints like mine and if that's how it's been dealt with I'm kind of starting to lose hope.
    Originally posted by fedup_withvodafone
    Hi,

    I'm sorry to hear that you've not been updated since 20 September.

    So I can check your account to see what's going on, please reply to my colleague's email.

    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"
    • ajames90
    • By ajames90 20th Oct 17, 11:04 AM
    • 10 Posts
    • 0 Thanks
    ajames90
    Hi ajames90,

    As your complaint is currently being investigated by the Ombudsman, you'll need to wait for them to contact you with their conclusion.



    Hi,

    I'm sorry to hear that you've not been updated since 20 September.

    So I can check your account to see what's going on, please reply to my colleague's email.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    Yes I am fully aware that I have to wait for Ombudsman to come back to me.

    I've made my post to ask other forum users for similar situations and how what the outcome was for them.
    • fedup_withvodafone
    • By fedup_withvodafone 21st Oct 17, 12:00 PM
    • 6 Posts
    • 0 Thanks
    fedup_withvodafone
    Hi Lee,

    I have replied as you asked, would appreciate some action at this point as there's surely enough information both on my post here and the email sent for you to look into Vodafone's fraudulent actions. I would expect some resolution.
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