Vodafone issues

stephent82

Hi all. I post this looking for advice... and to have a rant about the service I have received. If it goes on a bit do apologise.

I returned to Vodafone about 8 months ago after being with O2. I had been with Vodafone a while back for a few years, and had no problems – and remembered that coverage was generally better than O2’s.

I purchased my contract online, and set up the required Direct Debit etc. Shortly after completing the paperwork I called Vodafone to change the Direct debit date to the first of the month. I confirmed this by email. The direct debit came out of my account towards the end of the month, and being a student living on a tight income, I received charges as the debit was unexpected. I contacted Vodafone, they were pleasant enough, and offered to refund the charge. I was assured that the error was fixed. I again confirmed this by email.

I went away for a couple of weeks, and was not around for the Direct Debit date – but assumed that all would be well. The net month, I received a bill requesting over DOUBLE what I was expecting. I called them to find out what was going on, but gave up after being put on hold for quite some time. I emailed them and received no response (this was the same email address I had previously used), I emailed again, and again – each time receiving the standard “we have received your email” response. I wasn’t getting any replies, and I was constantly being put on hold, so after receiving rather blunt “you are in arrears” texts, I wrote to them – and received no response. I wrote to them again and finally got a reply. What had happened was that when I called to change the direct debit date, the cancelled the direct debit... hmmm! They also told me that the email address I was using was no longer in service (despite being on their website, and me getting automated responses saying they had received my email). I was also assured that they would sort out the direct debit.... they didn’t.

I have been emailing (the correct) email address at least once a month and phoning to try and sort out the direct debit. Each time I am told that they will send me the form... I am yet to receive the form!
There have been some other issues that I have emailed them about, but they just don’t reply. Same with letters. I refuse to be put on hold, and as such will not spend more than 10 mins waiting for them.

So, I recently ent them an email telling them that I wanted everything sorted (the direct debit), or I would leave Vodafone, and would request my PAC code. This was more of a threat than anything – all I wanted to do was pay my bill each month! I actually got a reply to that one... but not what I expected! They said that my next bill would be for £213.44 (ETF), and that they were sad to be losing me!!!!! All I wanted was a direct debit form!

Well this was the final straw... I want nothing more to do with the company! I replied to them stating that all I wanted was replies to my communications – “if I coose not to pay my bill, you will contact me and expect a response – which I think is fair enough, s why is it OK for you not to reply to me?” I also stated that I would not pay any money for such poor service, and besides that I am a student and don’t have £213.44!

I received this response...

“Hi Mr. XXX,

I understand from your email that you do not wish to pay the ETF as you received the poor service from Vodafone. I really apologise for the inconveniences caused to you. we do not belive in serving our customer in this way. Let me assist you.

Mr. XXXX, having checked your account I can see that your contract end date is 05th May 2010. If you wish to cancel your account before the contract end date then you need to pay an Early Termination Fee(ETF) which is the line rental for the remaining month of the contract. The ETF is £213.44 as of today.

You need to pay this ETF so that we can cancel your account as per term and condition when you signed your contract. Once you pay this ETF your account will be cancelled.

Trust the above information helps.” – It doesn’t even make too much sense! They must just copy & paste paragraphs together!

I have since been promised phone calls, which have not materialised. I also emailed them asking for a full copy of the terms and conditions and a copy of the companies guide for dealing with complaints – which hasn’t been acknowledged, or responded too.

So.... I am generally bummed with the Customer Service, and really want nothing to do with Vodafone – but I don’t know what to do next. Any advice.

malky39

try going onto the eforums on vodafones website and posting a thread there as i have always found that this is a far more effective method of getting problems sorted with vodafone

stephent82

Thanks Malky39, will do. it is so frustrating! All I wanted was my direct debit set up - 6 months have passed.... but has gone beyond that now!

Vodafone

Hi stephent82,

Has this been resolved by my colleagues on the eForum yet?

If not, could you send me an email with your details using the 'Contact us' form on the Vodafone website?

When sending the email you'll just need to state 'FAO Web Relations' in the subject bar and within the body of the email include the URL for this thread together with the code FIT135.

Once we've received it we'll get back to you as quickly as possible.

Thanks,

Lee

Web Relations Team

Vodafone UK