Vodafone complaints

sealady

captainsmooth wrote: »

well ive emailed sum one called guy lawrence. aparantly he is a the CEO! hopefully that will work..

also emailed heidi.

also about to write to oftel.

seems like too many people are having probs with vodafone.. we need to take a stand

Let me know what you have in mind, don't mind being involved as long as we get heard

captainsmooth

jus emailed the ombudsman services.. hopefully that shld help too.

"When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you are happy with, the company will be required to put this in place and we will make sure that this happens."

belbaby99

I have a massive problem with the false selling and misrepresentation of my contract!

I moved to vodafone on the 13th April 2010 and recently phoned customer services to ask about an upgrade for my 18 month contract only to be told i have a 24 month contract. I know when i got the phone from your leamington spa branch i specifically asked for the 18month contract being wary of a two year commitment and only got the iphone 3G and not the 3GS specifically so that i got it for free on an 18month 'shorter' contract. I would appreciate your advice as it seems that i have been mis-sold this item if the shop sold me a contract on the pretence that it was 18months when it is not. I phoned customer services who basically told me it was tough and they wouldnt do anything to help. I do not want to go down this route but feel it will be necessary to take things to trading standards and their head office if i fail to get further response.

Vodafone

Hi belbaby99,

I can understand why you would be frustrated and I will be more than happy to look into this for you.

When did you notice that you were on 24 months instead of 18?

If you could drop me an email at webrelations@vodafone.com with WRT135 (FAO Heidi) in the subject and a link to this thread, I will be able to help.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

spirit

captainsmooth wrote: »

well ive emailed sum one called guy lawrence. aparantly he is a the CEO! hopefully that will work..

also emailed heidi.

also about to write to oftel.

seems like too many people are having probs with vodafone.. we need to take a stand

It's Guy Laurence and yup he is the head honcho. My daugter mailed him a while back (he doesn't get it personally I don't think, they must have passed it to customer relations) she got a new phone out of it.

Yolina

spirit wrote: »

(he doesn't get it personally I don't think, they must have passed it to customer relations.

It depends the first time I emailed to complain (yes, I had reason to complain several times in my 18 months contract!), he did reply personally and I also had a rather interesting phone conversation with him. All complaints addressed to him will get passed to someone in the Director's Office to be dealt with (i.e CS people who are actually able to get things done)

Katie_WC

Hi Fatboy

My partner is having serious problems with Vodafone. He only uses the phone to call me and to receive calls. His bills initially started at 65 pounds as agreement with Vodafone with so many free minutes. It is now on 800 pounds per month - within 1 day of the new minutes starting he is owing 500 pounds! He has spoken to the assistant in the Vodafone stores but they can't see the problem. He works for television so his phone is off most the time. Are you or any other members experiencing the same problem? We are not getting anywhere with Vodafone - even a couple of the sales assistants expected that this was weird but didn't want to take responsibility to rectify the problem. He has never had his phone stolen but he does not get an itemised bill. I personally think Vodafone staff are using his number as he just pays the bills at present because of his job he cannot be cut off. Vodafone HQ hope you are reading this because your staff in the stores refuse to take responsibility.

Yolina

Katie, your partner should be able to access itemised bills via the online account management (yes, I know that getting a full bill downloaded from their site is a complete PITA with their system, but they are there). He can also check unbilled info that will list calls and charges. If he's not set up for online account management, get him to do so asap.

Vodafone

Hi Katie WC,

This certainly seems very odd. I will be more than happy to look into this for you.

Can you drop me an email via our email address shown here with WRT135 (FAO Heidi) in the subject and a link to this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

mohsin_99

I have a mobile contract with Vodafone for about 1 year. Last Month I setup a direct debit to pay my all fees directly from my account in the first week of April. I asked them when the direct debit will come out of my contract and they told me that it will come out of my contract after 28th April as there is bank holidays.
But they took the amount on 22nd April. As I have not enough money in the bank, so the direct debit was rejected. Bank charges me some fees for returned direct debit .
I called Vodafone and told them whole story and asked them to refund me for charges I suffered.
I speak to that lady on 21st April and she was very rude to me from the beginning. I told the whole story and asked her to refund me the money . She refused to help me at all .I told her that I can send you my charges over internet or fax . But she was still asking me to go to a Vodafone Shop and refund it from there. I refused to do that as It was not my fault and I was willing to email or fax that charges letter. But she was arguing and making excuses. That was a long call and it lasts for more than 20 minutes. At last I request her to transfer call to her manager. But she again refused to transfer the call and accusing me that there are no charges suffered and I am just asking for money.
I again request her to transfer my call to someone else or any manager but she didn’t. I told her that I will complaint about her behaviour but she was still arguing and accusing me for asking money.

At last she terminates the call but before terminating call, she calls some abusive words.

I called the Vodafone on same date 21st april and complaint about her. No one get back to me in next few days. I called them again and asked them to look into the complaint. But nothing happens.
It was really humiliating and frustrating that you asked for a call back but no one calls you back. If you check my Vodafone account, I called them more than 100 times and asked for call back. I send customer relations department 3 times but I got no response. I emailed them hundred of times and all they told me that they are looking into my complaint.

It is now more than 3 weeks and now they are telling me that they have credited my account with £50.00 as compensation for that complaint. They haven’t even heard that call. A manager from some other department called me and just apolgise. When I asked her “Do you know what is my complaint about” and she just told me that she has not checked the complaint but she is just apologising on Vodafone behaviour. I refused to accept that apology because she doesn’t know what was the complaint and just doing it to finish the complaint.

They promises me many times that they will call me back regarding my complaint in 24 hours but I haven’t got any call back from them. Now they are threating me that If I didn’t accept their apologise, they will still remove the complaint from their system

I refused to accept that £ 50.00 compensation for that complaint as I don’t think that someone can abuse me and then pay me £ 50.00 for that

I have asked them to cancel my contract at all without any fees or give me real credit for 6 months free call time but they says that they will taken even this £ 50.00 from my account if I asked for any more compensation.

I have just emailed Vodafone CEO, Ofcam, Finacial Ombusdman and many more gusy.


let's see what happens :(:(:(:(:(:(:(:(:mad: