Vodafone complaints

grumbler

tara747 wrote: »

But are ANY of the mobile companies good at customer service?

'Good' and 'bad' are too indefinite words. However, you can always range bad companies and I am pretty sure Vodafone CS will be the worst, leaving all competitors well behind.

I have to say that (luckily) I don't have any personal experience and my judgement is based on the amount of negative information posted here by other less lucky customers.

pcal

well i finally got my money back. but i am so unhappy that vodafone have done this, for such a big company to be making this mistake time and time again is just wrong. they say we totally understand that you are left with little money but thats not our fault, well whos is it. i will be 100% leaving once my contract is up.

mobilejunkie

They've been messing up my bills for 5 months now and it's getting worse rather than better. I've wasted weeks of MY time trying to sort various escalating problems out created BY THEM. Yes, they are the worse; T-Mobile is pretty awful but Vodafone has a strong lead over them. Personally, I've had good service from orange and variable from O2 - but ANYONE is better than Vodafone BY MILES. Avoid unless you want to donate a huge slice of your life going round in ever increasing circles while they ignore you. Customer ALWAYS comes last (and usually isn't even in the race as far as they're concerned).

mr.brightside87

Apparently my next bill is £71...

Even though I have not gone over my minutes and have an unlimited text plan... For £30!

Is this a normal occurrence anybody?

EDIT: The plot thickens... For some reason I am getting messages for 2 bills... One is mine which is due on the 10th of each month and the other is due on the 1st of each month which is always around £70. Just checked my online account and yes, it is £30... Very strange!

Chrissybh0y

Chrissybh0y wrote: »

Hey All

Having a few problems myself with this Network provider my problem is " downgrading my tariff " i was at the end of my contract before the one im in now, decided to upgrade salesteam called me offered me an iphone for £35 a month i agreed verbally , overall ive been happy with it, as i have been a vodafone customer for as long as i can remember i was led to beleive everything stayed the same e.g.i could downgrad my tariff £5 a month at a time after the 9th month, i decided to call vodafone 2 weeks ago and ask them too and i was told i couldnt because its an iphone tariff and i cant change unless i upgrade with them again? my arguement to them was i wasnt told i couldnt downgrade which i wasnt and i had nothing in paper that said i couldnt when i upgraded or emailed, im not 17 months into this contract and after this i wont be staying with them this time, i spoke to C/S they just read there usual robot stuff from a script " sorry i cant do anything " the sales team " you agreed and where told " which i wasnt and retention team " you cant do anything but i can upgrade for u early if u want " ehh no ? just wondering if anyone has any other help they could pass onto me before i try telephoning the Bigger fish

After a lengthyyyyyyyyyyyyyyyyyyyyy 2 weeks of emailing Vodafone & calling them i finally spoke to " customer relations " and i basically have no leg to stand on and they said i cant go any higher within the company and i need to speak to otello ? i give in with these big companys that think they can make the rules up as they go along, i ask asked for the recording of the agent and me and they say no , anyone got any ideas? i feel like just ditching the contract with this mob

mobilejunkie

Sounds like you're flogging a dead horse. The regulator won't look at it unless you have a written final response from Vodafone (or they have ignored your written formal complaint for at least 8 - might be 12 - weeks). Ditching the contract merely involves you paying for something which you'll no longer enjoy the benefit of (i.e. you'd still have to pay for the remainder of the contract). Unless, of course, the web relations team can help - from my experience they're the only one who might actually take a proper interest.

baldelectrician

Chrissybh0y wrote: »

After a lengthyyyyyyyyyyyyyyyyyyyyy 2 weeks of emailing Vodafone & calling them i finally spoke to " customer relations " and i basically have no leg to stand on and they said i cant go any higher within the company and i need to speak to otello ? i give in with these big companys that think they can make the rules up as they go along, i ask asked for the recording of the agent and me and they say no , anyone got any ideas? i feel like just ditching the contract with this mob

Send a SUBJECT ACCESS REQUEST under the data protection act asking for all the notes on your account and also asking specifically for the call recordings.
They have a specified time to send these.

I got out of a Vodafone contract when I asked them to provide a copy of the call (they couldn't / wouldn't). I offered to send them MY call recording and they immediately agreed to cancel the contract.

chachiluz

HI
I wish, I had read this thread before getting involved with Vodafone. It makes 3 look like saints.
I have a basic contract for my son mobile that will terminate in October. I needed to create a sim only account for my husband as the 3 reception at his work place had changed and 3 were happy to let him go. I signed for a sim account via Tesco in Jan/Feb wich turn out to be Vodafone. I did stoped straight away it as I was not what I wanted. A few weeks later I spoke to someone in Vodafone who said that I qualify for a couple of sim cards with 2 or 3 moths free.I thought I'll see. I never used them as in the end my dd signed with 3, and I did a sim contract with vodafone for my husband blackberry. What I didnt realised is that they were charging me for all the other accounts. There also have been some credits so I havent got an idea of how it is working properly. I rung today to be told that they cant do anything at the moment because an issue with sim cards regarding 3000 customer... later he changed to 2000 customer. UNfortunately he did not listened to me, and just gave me an spiel rehearsed. Not happy at all. I wll stop in October my account for my son and will have to ride the next 10 months.
No idea when they will look into my account or what they are doing.

I am so happy to be a 3 customer on my own phone.
chach

Vodafone

Good evening all,

Hi Chrissybh0y,

Thanks for coming back to me.

Since I last posted I'm a little confused at what's happened in regard to your case with Otelo being mentioned.

Therefore, I'll try to trace your account from the email references you've posted and will come back to you as soon as I can.

ginasphoto wrote: »

hey there, I emailed the directors office and the matter has been resolved already. I'm getting a new phone of my choice sent out to me and rightfully so. Thank you

Hi Gina,

Thanks for letting me know that everything got sorted out for you here.

I hope that your replacement has now arrived and that all is well with it.

tara747 wrote: »

Can I trouble you for a little advice? I am an existing customer and trying to upgrade (my minimum contract is up and I am on SIM only atm). I have been promised a call back from one of your staff regarding this, but they have not called me (it's been two days) and I am not impressed.

Thanks

Tara

Hi Tara,

I'm sorry to hear that you weren't called as promised but thanks for raising this with me.

So we can assist you further could you email us via the details in our profile page here and as soon as we get it we'll get back to you as quickly as we can?

folkestonelisa wrote: »

I too have had double the money taken out of my account as well. I normally pay by direct debit but as my phone bill was so big this month, wanted to pay while i had some money, as have another big one going out at the same time. They took the payment twice, and now trying to get the money back is proving impossible, phoned up twice and keep being told that the money will be in there in 48 hours.
It is a joke, if I owed them money they would start charging me for it. Can I start charging them for it. And god help them if they also take out the direct debit, luckily I have put the money in the bank if they do, money I can ill afford, but its better then having charges on my account.

Vodafone get a grip and listen to the people that make your billions in profits:mad:

Hi folkstonelisa,

Whilst it's disappointing to read about your experience we would like to help you with getting things resolved.

As such, could you also email us your details via the email address in our profile page?

Please be assured that once we receive it we'll come back to you as quickly as possible.


Hi wimbleQ,

Although I can see that you're not having the best of times with us we'd certainly like to take a closer look at things for you to see what's happening and what needs to be done to get them back on track.

To enable us to do this could you also email us via the details in our profile page?


Hi pcal,

Thanks for updating us with the news that you've now received your money back.

This said, it is disappointing to see that you're still considering leaving us when you're able to.

If there's anything outstanding which you'd like us to look into you're welcome to get in touch with the Web Relations Team via the details I've linked to above and we'll do our best to be as helpful as possible.


Hi mr.brightside87,

From what you've posted here something rather strange appears to be going on.

So we can get this investigated further could you also email us and we'll get back to you as soon as possible?


Hi chachiluz,

I'm sorry to hear that the level of service you've received so far has fallen short of your expectations but thanks for making us aware of this.

As we'd like the opportunity of assisting you further you're welcome to email us via the details I've linked to above and we'll get back to you as quickly as we can.

Best wishes to you all.

Lee

Web Relations Team

Vodafone UK

Chrissybh0y

FAO Vodafone representative i dont think you can help me, ive been passed from pillar to post with the company, im not getting anywhere and i was advised by the customer relations team that if im unhappy with there resolution then i had to take it up with Otelo, i have one other email waiting to be answered and when that happens that will be my next stage, i was MIS-SOLD something and not Informed about a change in my T&C