Vodafone complaints

billyboy2468

cheers spirit,no mention of texts on web page,need to sit it out to first bill i think,maybe try and monitor usage somehow

grumbler

baldelectrician wrote: »

Contact the bank and tell them you wish to invoke the direct debit guarantee- the bank should issue an immeidate refund and deal with the charges

pcal wrote: »

...i pay my bill by debit card. sue to another issuse i had with vf taking far to much by dd once....

Maybe it's still worth asking the bank for a refund of an unauthorised payment, but this has nothing to do with the DD guarantee.

kari150

I cannot believe how many people can be suffering at the hands of Vodafone... here is the letter I have recently sent to Guy Laurence (one of the Directors, supposidly) at Vodafone. I have indeed received a phonecall from the 'Directors Office' to tell me that the case has been raised with their Customer Assurance Team but they cannot be contacted by phone and I am not allowed to have a copy of the 'detailed transcript' sent over to that department unless I ask for the relevant forms to be sent to me which I then in turn fill in and return.... I do not have time for this... This is now 5 months on and quite frankly I am sick of it! I don't want phonecalls telling me this could take another 3 weeks to resolve, I want it dealt with as quickly as the defaults were INCORRECTLY added to my personal credit file! Anyone out there connected to Vodafone who can throw their weight arround or even supply a switchboard number for the Quality Assurance Team I would be so very grateful!

My letter:
Dear Mr Laurence,

This for me is a very long shot and last ditched attempt to try and get something done. I seem to be getting no joy whatsoever from Customer Services within your company.I am no longer (thankfully) a Vodafone customer but when I did have a contract with you, I was (I believe) a good and loyal customer for a number of years.

I write to you sir to ask for your help. I moved address in January 2010 and I updated your company with my new address, I advised at the time that as it was a flat that sometimes the address will show as 6 The Butts, but my address was in fact Flat 6 The Works, The Butts and it was vital that this be noted. At some point (the date I don't recall but it's not important) I ended my contract in writing. I then awaited any final bills.

No bills arrived, but a letter from a debt collection agency called Capquest did stating that my debt had been handed over to them from Vodafone. To say I was shocked would not do it justice! After several and I mean several phone calls, on a mobile I hasten to add (which by now was NOT on your network) I eventually got someone to amend my address CORRECTLY (so I was told) so that the final bills would indeed reach me and then I could look through the itemised account to agree if the large sum of money (aprox £400) was in fact owed by myself for usage, as it seemed extremely high.

I believe it 2 or 3 attempts to send me the bills to which I had the dispute regarding and again more phone calls, one of which you may see on my notes came from within a Vodafone store whilst on holiday in Plymouth as this had by now (sadly) taken over my life/thoughts. Your Managers within the store were 'unable to help' but could allow me to use the phone.

After eventually receiving my final itemised bills I did agree that I owed this money (at this point I had probably given up and just agreed to pay to keep the peace) and I paid in full to clear everything off. I was assured on a number of occasions that due to the debt being in the hands of Capquest that I would incur NO CHARGES and any monies outstanding were between myself and Capquest and that my account had been 'frozen'.

With this in mind and the fact that I have an email *please see attached* (with no official Vodafone header/footer) stating the liability of Vodafone causing this ridiculous situation in the first instance I am now horrified to have been refused a mortgage with my partner due to my credit file showing 3 missed payments on my Vodafone account!!!!

I cannot find words to explain how furious this makes me. My life has already been turned upside down by the stupid errors within your company but now to find that my future has been destroyed leaves me in utter disbelief. Sir I have contacted your company again and spoke with one of your Call Centre staff near the end of last week (12/13Th May I think) to a chap called Will, who I give credit to seemed extremely switched on and helpful. He assured me this was indeed Vodafones fault and he had spoken to his managers and the matter would be addressed immediately and should take no more than about 48 hours for the credit file to be amended and an email to that effect would be sent out to me for confirmation. As you can imagine, I haven't heard anything from anyone so I called again today 20Th May to be told that the case had only just been raised yesterday 19th May and could take up to another week for it to be looked at as it was (as your team member stated "being dealt with by the police") which I assume in his broken English he meant the Quality Assurance Team?

I am in desperate need of someone with a bit of sense to help me out of this most outrageous situation and I am hoping that you Sir, holding the position you do will be able to offer me some resolve. If I do not hear from anyone within Vodafone within the next 24 hours I will have no choice but to take this much further with bodies such as OFFCOM and even the media including Watchdog, which I am sure you will want to avoid.

Please please help me as this is ruining my life!
Regards. Miss K ********

mobilejunkie

All sounds very familiar. Vodafone really don't give a damn about the customers or even spare a thought for the disruptive consequencies of their total ineptitude and utter disdain to their customers. A pity they are making billions from their emerging markets ventures; obviously people here don't count for anything at all.

spirit

Have the Directors office passed responsibility to this other dept or have they just asked them for information on your case so they can report back to you?

did they tell you over the phone what you can expect to happen next and when?

There is a main switchboard number but I've not heard of a Customer Assurance dept.

kari150

They (the 'Directors Office') have advised me that they have escalated my case by way of a 'detailed transcript' through their manager to the manager of the Quality Assurance Team and this should hopefully make them look into it a bit quicker... Still haven't heard from anyone from this elusive 'Quality Assurance Team' if they even exist??!!

kari150

sorry my mistake in first post.. Quality Assurance Team not Customer....

spirit

kari150 wrote: »

They (the 'Directors Office') have advised me that they have escalated my case by way of a 'detailed transcript' through their manager to the manager of the Quality Assurance Team and this should hopefully make them look into it a bit quicker... Still haven't heard from anyone from this elusive 'Quality Assurance Team' if they even exist??!!

Stefan Langkamp is the Customer services Operations director

kari150

Have just sent this email (below) to a lady called ***who supposidly works in the Directors Office will post this as it may help someone else escalate their issuses in future:

Dear ***,

Thank you for your prompt reply.


I have since spoken with my mortgage adviser and have been advised to get something in writing from Vodafone to the effect that the credit defaults on my credit report are in fact there due to no fault of my own and will be removed with immediate effect.

They have said that if I can supply this as soon as possible (i.e within 24hours) they will reconsider the application.


I have spoken to you and Melissa at great lengths and explained that I understand fully your hands are to all intents and purposes tied, which is why I would like to make this an official complaint and to ask that you escalate this as high as is practicably possible (i.e the 'Organ Grinder').
I am currently in discussion with 2 different mediums of media, which I am prepared to retract from as soon as I hear from Vodafone that this is being addressed to my satisfaction.

I will not beg on the grounds that none of this horrendous situation is my fault at all, but I do ask that you find it in your hearts to feel my anguish and get something done immediately so that I do not loose out on the property that I and my partner wish to set up our first home in.


Please I will ask once more, remove these INCORRECTLY placed defaults and let my life continue in the manor in should, happy.

I await a written response so that I may log all correspondence.
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kari150

Your'e a diamond Spirit, thankyou, I will try anything and everything!