Vodafone complaints

Vodafone

Hi sealady,

Oh dear, this has been ongoing for quite a while now. I will be more than happy to resend an email to them. I have sent you a reply, if you could get back to me with the info then I will get this sorted out for you.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Discodave

Heidi

Ive managed to resolve this issue, but many thanks for you help!

Dave

Vodafone

Hi Discodave,

That's great news! If you need any help in the future, feel free to get in touch with me.

Hi sealady,

I have received your email and will send the information over for you now.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

kate_mal

My partner and I each have a contract with vodafone (on the one account) and have just renewed after 18 months for another 18 months.

As I have just returned to work after having a baby I requested that they change the date of the direct debit to coincide with my new payment date. I contacted vodafone via their online 'chat' with an adviser (which since I cannot seem to find on their site?).

I requested he amend the direct debit from the 28th of each month to the 8th with immediate effect. This was on the 15th of the month (May) so plenty of time for them to amend it. I was told that it would be slightly higher due to the extra days before payment, which was fine. He confirmed that the next payment date would be 8th June.

HOWEVER the direct debit was taken on the 28th leaving me short for other bills. this has resulting in me receiving £100 worth of bank charges.

I contacted vodfone through their email/webform and was told that as my bill is generated on the 13th of each month it was too late to change the payment date for that month. They offered me £25.

Whilst I appreciate the explanation about the generation date I dont see that this is really my problem as I was told by a member of their staff that the date had been amended and the next payment was due 8th June.

Cut a long story short I replied and have had a response still refusing to refund me the money. I replied again and was told the same.

Am I wrong in thinking that this is unfair? Am I wrong in thinking that I shouldnt be out of pocket becuase on incompetance on their part?

I really cannot afford to pay the £100 charges. My partner has lost his job and £100 is a lot of money.

I have cancelled my direct debit and refused to pay them anything further until this is resolved. If it were the other way round and we owed them money it would be (and will be!) a different story.

I am prepared to have my phone cut off - I am sticking to my guns

grumbler

Vast incompetence of Voda's telephone CS is a common knowledge. You can never rely on anything they say and have to demand everything to be confirmed in writing or by e-mail.

Having said that, I don't think that they are obliged to move the date of the next DD forward only because you ask them. It is reasonable to expect the date to be changed only starting from the next month DD.

Cancelling the DD is a mistake unless you are prepared to have your credit history trashed.

kate_mal

my credit rating is trashed anyway so not worried about that. Of course they are obliged to move the date if they have confirmed to you that they have done said thing? and i asked for the date to be extended not brought forward

mobilejunkie

Trashing your credit rating is something you should worry about. It will prove a massive problem for many years to come in circumstances you can't predict. Even if it's already trashed making it even worse will do you no favours at all. Unless you're at the point of drastic measures (such as bankruptcy or voluntary agreements to reduce/default on debt repayments) you should avoid it at all costs. You would also lose in a court of law over this; refusing to pay because of the payment date (regardless of what someone told you over the phone - which you can't prove) will ultimately escalate your debt enormously and put you in a far worse situation. Unfortunately, morals and rights and wrongs don't often coincide with the law or debt collectors.

forumtrawler

I have been with Vodafone for roughly a year now but am not sure where I stand with this. I moved house 3/4 months ago and before I moved I looked on their coverage checker adn spoke to their customer services both of which told me I had good 2G signal at my new address. I moved to this address and there is no signal on 3G or 2G. I have spoken to Vodafone about this and they continually tell me that I have good signal at my address and it seems there is nothing I can do to convince them. Their next option is for me to buy a SureSignal box which will cost me £50. I am arguing the fact that I checked with them before I moved and they falsely advertised that I have good signal at my address and therefore I feel it is unfair for me to have to pay just so they can provide me with a basic serivce and therefore fulfil their side of our contract.

Am I being ridiculous and just have to pay for this or is there actually some grounds for my arguement.

grumbler

forumtrawler wrote: »

I have been with Vodafone for roughly a year now but am not sure where I stand with this. I moved house 3/4 months ago and before I moved I looked on their coverage checker adn spoke to their customer services both of which told me I had good 2G signal at my new address.

This sounds like you wouldn't move if they told you that the signal was poor. I don't think that it was the case. If the signal was so important, you could have easily checked this while visiting the new place.

I moved to this address and there is no signal on 3G or 2G. I have spoken to Vodafone about this and they continually tell me that I have good signal at my address and it seems there is nothing I can do to convince them. Their next option is for me to buy a SureSignal box which will cost me £50. I am arguing the fact that I checked with them before I moved and they falsely advertised that I have good signal at my address and therefore I feel it is unfair for me to have to pay just so they can provide me with a basic serivce and therefore fulfil their side of our contract.

The contract was to provide the service in the original place (and not indoors), not in any other place of the country.

SeeAreEff

What's the most effective way to escalate a problem with Vodafone?

Every month they send me a bill for an account that's not mine but belongs to someone with the same name -- I'm not, never have been, and certainly never will be a Vodaphone customer (very happy to stay with O2 who've I've been with since they were Cellnet and who've caused me less hassle in over a decade than Vodafone have in four months); unfortunately they've got my details due to a company contract with them.

Every month I jump through a dozen hoops to explain the problem to the CSRs who eventually lie & say that the problems been fixed & that I won't receive any further bills from them. They never offer to compensate me for the costs I've incurred, and they never phone back if I tell them to (and I've no interest in running up my phone bill any more -- funny how they seem to consider complaints to be a revenue stream).

Any advice on how best to get this resolved (other than by posting about the problem on a public forum rather than wasting more time talking to CSRs too thick to look up my email address in their CRM/BSS)?