Vodafone complaints

mohsin_99

CloggyMacK wrote: »

Where do I start??

I gave notice to quit my contract on 27th March, and that was the beginning of my problems. I was called by Ben Campbell offering me a better deal than I was going to with O2, to make me stay. Then he tells me there is a wait for handsets. After a few days and no response, I ring up and get someone else who tells me that the deal Ben offered me doesn't exist! After me telling him that I insisted Ben put the offer in writing, and after speaking to a supervisor - lucky me there's a limited offer on and I can have this double your minutes bundle.

Two days later my blackberry stops working - even though I wasn't getting my new HTC phone until the day after, Vodaphone disabled all my email and internet functions :-( Another phone call later and I discover I've been put on the new contract already, even though I haven't got the phone, and worse than that it's at half the bundle I was originally offered, oh and by the way I also owe them £58.34 for the phone which I had been told was free with that contract. Obviously I told them I wasn't accepting that and was advised to reject the delivery of the phone and I had verbally cancelled the deal. They put me back on a holding contract and re-activated my blackberry as I now said nothing would stop me moving to O2.

I then received a bill for £58.34 for the cost of the new phone and delivery charge. I queried it and was told it was an error and the bill was cancelled - I only owed £13.31 for the balance of my blackberry bill.

A week later I get another bill for £71.65 - for the sum of the amounts above. Yet another call to Vodaphone, and more assurances that they would sort it out.

Two weeks later I then receive another bill - FOR £290.24 - for early cancellation charge prior to the contract end date!!!!! Another call to Vodaphone for 30 minutes and Peter assures me it's all sorted. FINALLY.

Well not according to the letter I received dated 3rd June, confirming my account is now cancelled, but please pay the £289.64 I still owe - seemingly Peters efforts only got rid of the small amount I owed for a few days call usage whilst my number was transferred to O2. They are still after me for early cancellation fees - even though the contract never actually started in the first place.

Yesterday I got a nasty threatening letter telling me if I don't pay in 14 days my bad debt will be passed to a credit reference agency and debt collection agency. I phoned the number on the letter "oh we can't deal with this, we're collections you need billing and charging", they put me throught to Jemma on that team, who put the phone down on me whilst I was explaining to her what the issue was. Then I got Amy after a further two attempts and she promised to phone me back after speaking to a supervisor.

24 hours later, no call. I rang again and spoke to Mohammed who said their system was down, would be down for at least a further two hours and when I asked to speak to a Supervisor or Senior Manager I was told - SERIOUSLY - that EVERY SINGLE MANAGER FOR VODAPHONE UK WAS OFF OPERATIONAL DUTIES WORKING ON THE COMPUTER FIX UNTIL IT WAS BACK ON LINE.

So, after looking at the advice on this site, I've spent the rest of my day compliling a dossier of shame, and
- emailed it to BBC Watchdog
- emailed Arun Sarin @ Vodaphone
- registered a complaint with Oftel
- written a complaint letter to the Customer Services Manager at Vodaphone
- made a request on Vodaphones Contact Me webform asking for someone to contact me to get it sorted.

If anyone has any other tips for how to get them off my back once and for all then I would appreciate some further advice.

By the way, the process of moving to O2 was a great experience and I very glad I moved!

Hi

You really HAVE a great issue.. You need to make formal complaint. I will suggest you to email their CEO and directors department ( let me know if you need their email addresses) . I hope they will sort out the issue but in case if they didn't , ask for final letter.. and then take them to the financial omudsman.

I have another issue where they charged me £ 300 for a contract which I didn't order. I made a complaint to the financial ombudsman and in just two weeks I got a sorry letter, my £300 pound and £ 100 pound as good gesture from Vodafone..................... Always take them to financial ombudsam. Once the case is with them.. beleive me you will get replies to all of your email and calls with 12 hourss.. that's promise

Thanks

mohsin_99

Vodafone_company_representative wrote: »

Hi ezme and DavidAche,

I am sorry to hear about your recent issues and I am more than happy to look into these for you personally.

Can you both drop me an email to the address shown on our profile page here with WRT135 FAO Heidi in the subject and a link to this thread.

That way, I can look into your cases individually and hopefully get these matters resolved.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Hi Heidi,

sorry I was posting so many messages against vodafone but everytime I think about vodafone , I got angry............... I have so many problem with vodafone and I DID email you but you never rplied to my email...............................

Discodave

Hi

Just wondering if anyone can help..

My currrent bill isnt due until next week, and I need to find a number that I called/text June 1st as I never saved this to my contacts?

is there anyway I can do this

mohsin_99

Discodave wrote: »

Hi

Just wondering if anyone can help..

My currrent bill isnt due until next week, and I need to find a number that I called/text June 1st as I never saved this to my contacts?

is there anyway I can do this

Call Vodafone 191 .. and asked them to send your history.. Or just tell them You need some urgent infor so if they can provide you your phone bill history. It is not something confidential as it is ur own account and you have every right to see all the information

Thanks

grumbler

Discodave wrote: »

My currrent bill isnt due until next week, and I need to find a number that I called/text June 1st as I never saved this to my contacts?

Check the calls history in the phone?
Check your account online? (am not sure about payg).

Vodafone

Hi ezme, CloggyMacK, DavidAche and cst79,

I am really pleased that I was able to help resolve each of your individual queries. Thank you for your feedback and if you need any help in the future, you are all welcome to contact me again via email.

Hi owainlfc,

I am sorry to hear that you have recently had some issues that are ongoing. So that I can help to resolve this, can you send me an email to the address shown on our profile page here with WRT135 FAO Heidi in the subject. I am sure I can help get this cleared up for you.

Hi mohsin_99,

I don't seem to have received an email from yourself. If you could resend it to the email address here, again quoting WRT135 FAO Heidi in the subject, I will be happy to help you further.

Hi Discodave,

If you also drop me an email, I will be happy to go through your bill to find the number for you. In your email, if you could let me know the time and date of the call I will let you know what it is.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Techhead_2

Chuckling at the thought that someone claims the Financial Ombudsman has sorted out a problem with a telecommunications company.

Discodave

Heidi -

My online billing only goes upto May 22nd (a week before I need it to!), and Vodafone (191) say the same thing!

When will calls from May 28th be visible on my online billing?

Regards
DD

Vodafone

Hi Discodave,

I will be able to view usage month to date so I can certainly get this for you. Drop me an email with your details and I will get back to you today with the info.

Thanks,

Heidi
Web Relations Team
Vodafone UK

sealady

Heidi

I've sent you another email regarding my original claim from May. My insurance company are still not happy! Grrrrrr thanks