Could Vodafone's customer service be any worse?

peh0507

A few weeks ago I renewed my contract with Vodafone - I wasn't happy with the phone they sent me so returned it immediately after receiving it.

At the same time, I called up and informed Vodafone that I wished to terminate my contract (after waiting on the line for around 20 minutes waiting to speak to somebody!). I was told that I had to wait until the phone had been returned before I could cancel. At no point was I told that I would have to provide written notice.

Having waited for the return of the phone to be processed - which in itself took an inordinately long time - I phoned Vodafone again to inform them that I wished to cancel my phone. The first time I phoned, the system just hung up on me. Eventually, I managed to speak to somebody who told me I had to send written notice. I was told that it was not possible to send written notice by email, even though I explained I could send a scanned letter with my signature.

On 11 August, I sent a letter to Vodafone informing them that I wished to terminate my contract, giving 30 days notice of my intention to do so, and requesting my PAC code.

Having received no response, today I called up Vodafone. I was told my letter hadn't arrived. I was told I could email a copy. The email address I was provided with was customer.care@vodafone.co.uk. I sent an email, explaining my position and attaching a PDF copy of the letter I previously sent. It turns out this email address doesn't work and my message won't be forwarded. so, I have now had to send Vodafone a message through their website. And apparently it will take them 5 days to get back to me.

I am truly appalled by the level of service this company is providing. So appalled that I have registered for this forum and posted my first ever message on an internet forum.

What should I do now? Any suggestions from others who have had to deal with Vodafone would be much appreciated. I am at my wits end as I regularly work 70-80+ hours per week and do not have time to constantly listen to Vodafone's inane music, all the while knowing that they are bleeding me dry.

OneADay

In hindsight your would have been better asking for PAC code.

I have ended several 12 month vodafone contracts over the years by doing that.

June 24th I phoned and asked when my contract end was - confirmed it was 31st July 2009. Told them I wanted to go to pay and go after contract end and they were fine with that.

I got a phone around 28th about upgrading, I said I wished to cancel the contract. Bloke said I had to write in - I said I had already confirmed on phone. He was ok with that. A few days later I had the PAC code.

Come end of contract - it switched to pay and go although no way of telling until I received a final bill 11th August - all done no hassle.

For you I would suggest contacting the vodafone rep who has been on these forums - send a PM to this person http://forums.moneysavingexpert.com/member.html?u=791417.

Also there is the vodafone web site eforum you can register on - they will pick up your message quicker there I suspect.

peh0507

Thanks a lot for the advice - much appreciated. However, I've already told them a number of times on the phone that I wish to cancel my contract. Each time I'm told that they can't accept notice by phone - it has to be written notice and they have to see my signature.

What is so absurd about this situation is that I have done everything that Vodafone asked me to, but they keep turning around and kicking me in the teeth. I'm not trying to do anything complicated - I have fulfilled my 18-month initial term (and more) and now just want to cancel my contract :mad:

Furthermore, isn't it a mad world we live in where if I want to get good service I can't go through the normal channels but have to come to this (great) forum and rely on the kindness of strangers. It's like something from Alice in Wonderland!

OneADay

There is also this - I think I did actually email as well to ask for cancellation as explained here

http://help.vodafone.co.uk/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=2803&CONFIGURATION=1000&PARTITION_ID=1&RELATED_ARTICLE_CLICK=1&RELATED_ARTICLE_NAME=How%20do%20I%20end%20my%20Vodafone%20contract

You can basically send them all the information being requested on that page via email.

peh0507

Many thanks again - I've emailed so will see what happens. Unsurprisingly, when I asked previously want information I needed to give in the letter I was not told half of the things listed on the website.

Words can't express my frustration and disappointment with the way Vodafone have treated me

deborahgreen_2

Hey thrz a Vodafone company representative here in MSE, do contact them Im sure they ll be able to solve your problem

LEE/ KRISTY.........WHR R U????

peh0507

Thanks a lot Deborah - I wish I'd discovered this forum before signing up to Vodafone 19 months ago. Would definitely have made me think twice before joining them.

If anybody is in the position of looking for a contract now, do bear in mind the level of customer service you will get. There are so many posts like mine - it really is mind-boggling.

If the Vodafone representative could contact me, that would help ....

Vodafone

Hi peh0507

I can see that this has been a very frustrating situation for you.

I'm here to help though - send me an email from the Contact Us form with a link to this thread and WRT135 in the body of the text and I'll do everything I can to help.

I'm sure we can get this sorted.

Speak to you soon.

Kirsty
Web Relations Team
Vodafone UK