Vodafone complaints

Vodafone

Hi smith123456,

I am disappointed that your request for the copies of your bills has not been actioned for you. If you drop me an email to the address shown here with WRT135 FAO Heidi in the subject, I will be more than happy to help resolve this.

Hi villastar,

As you have mentioned you have previously emailed in to our customer services team, do you have the email reference number so that I can find these and personally deal with this issue for you?

It sounds like there was some confusion with the mention of ETF. This is (as mobilejunkie has mentioned) the early termination fee, which is not what you were requesting.

Hi emmatherose1976,

I can certainly understand your frustrations.

Could you also drop me and email via the details I have posted above? That way, I can take a look at all the information and see what I can do to get this cleared up for you.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Vodafone

Hi chapmanlg,

I can confirm that we have received the email that you sent to us directly and will be dealing with this for you. We will be in touch shortly.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

mercman1969

Fuming with Vodafone

Got an email informing me entitled to early upgrade
On Sunday went into store in Meadowhall asking when did my contract expire as Orange had made me an offer that included a 25% military discount

Imagine my shock when i was told it didnt expire until December.......

I had an email on my phone detailing when my phone was to be delivered

I phoned customer services to be told that as I had upgraded early last year my contract didnt expire until December........

Upgraded early did I, I asked....Yes came the reply

I DONT THINK SO.......I was a new customer from O2!
Silence on the other end of the line

Question is now....do i continue with Vodafone or go somewhere else who isnt going to try to defraud me

Vodafone

Hi mercman1969,

I am sorry to hear you were advised incorrectly when questioning your commitment with us. If you would like me to check this, drop me an email to the address here with WRT135 FAO Heidi in the subject.

We now offer an early upgrade online which will be 180 days before your original commitment is due to end. I would imagine this was what the email was regarding to.

If you have any questions or need any further information, send me an email and I will be happy to discuss it in more detail.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

venomrush

I placed an additional line order for an iPad2 64GB on 24 months contract.

I got an email saying it has been dispatched to my old home address but this was not where I want it delivered, this is an old address, I no longer live here, the system automatically sends it here. When placing the order over the phone, I specifically requested the sales agent to send to the Coventry Vodafone store for pick up, the agent confirmed this by telling me the address at the Coventry store.

I was on the phone with Vodafone and Parcel Force for at least 5 hours to get this correct but has not got anywhere. It should be going to Vodafone store in Coventry, both Vodafone and Parcel Force told me this is not possible and it has to go back to Vodafone.

I wanted the device for work then. I was very frustrated and really wanted to leave Vodafone (my current number is due for renewal) so I called the retention team to request for the PAC code. But was advised by the retention team to place a new order to send to the Vodafone store in Coventry, once I pick up the order, give them a call again so they can match the deal for the old to the new order.

When I called back to talk to the retention team, I was told by a different Vodafone agent that this is not possible. The deal I had for old order and the new order was treated as new therefore cannot be matched. For the past week, I have made over 20 calls to Vodafone, each time getting transfer to different department including Customer Service 191, then sales team, then online team, then fulfilment team, then warehouse team, each time spending at least 10 minutes to explain the complex situation to resolve the issue. But each team I requested to talk to a team leader I was denied and asked that they can try to help, but did not and transferred the call elsewhere. I even had 2 calls hung up by Vodafone after waiting more than 10 minutes.

If you are in my position, you will want to leave Vodafone.

In summary, I paid £479 (£100 up-front for the old order, £379 up-front for the new)

This is extremely frustrating time for me. I hope you could help.

All I am asking for is:

1. I keep the device I currently have from the new
2. Vodafone to keep the device from the old order
3. Vodafone to cancel contract on the old order
4. Vodafone to change the tariff from new order to match the old order
5. Vodafone to refund for £379 for the new order - important!

This will resolve all the issues I'm currently facing.

Please resolve this issue as this has been on going for a week. I have spent a lot of time off work to resolve this issue.

izools

venomrush, I feel your pain. Have you seen my complaint?

http://forums.moneysavingexpert.com/showpost.php?p=45543538&postcount=1251

Unsurprisingly, a fortnight after sending a letter in the post and an email to Heidi, I've had no contact atall other than "we'll get back to you" and they had the audacity to generate a bill and take it for a service they've disconnected.

Again.

I'm not going to bother chasing it up, waste of my time, just waiting until the 8 week ticker gets down to zero and then straight to OTELO.

Don't hold you're breath, and don't cave, take this to OTELO to get what you're contractually and legally entitled to as a result of these baffon's utter and flagrant incompetence.

ji11y

Keeps coming back with the same fault.
They told us on the third occassion that they would send a brand new phone but came back with - you guessed it - the same fault. They will now not replace the phone as promised or refund any of our contract payments because apparently, as we are on contract, they are not duty bound to stick to the sales of goods act as we have been given the phone free with the contract. They won't refund our contract payments either for a full refund as stated in UK law. Their answer was , we are a company making billions try taking us to court!!!!
Now having to send it to Sony direct so without a phone again!!!!

colino

What is Vodafone up to? I can put up with terrible reception at home, the billless bills each month (an email telling me the bill is ready but no way of accessing it) but now as my contract is up I get six calls a day from them offering exactly the same deals that any new customer could get? Complacency at its worst.

NewStudent

Vodafone are a nightmare. I have been with all the major networks and as far as I am concerned Vodafone win by a mile for very poor customer service. I cannot wait to leave Vodafone for good, just such a shame that I have ten months left on my contract. Online billing does not even come close to working and if you ask for a copy bill offline then they always send you the wrong bill after a week. Vodafone are probably the most incompetent company I have ever had the misfortune to deal with. And I mean what I say.

emmarox05

I've just c&p'd this from my own thread.

I got a phone call offering me an early upgrade as I'd paid all my bills on time, my contract wasn't up until November so I said I wanted to wait as I didn't want to add 3 months on to the next contract and I wanted a new contract as I wan't using all my minutes/texts. He said it would cancel out my remaining time on my contract and he could offer me a lower tariff. However the phone was a bit rubbish so I took out a newer phone (HTC Desire S) but kept the same tariff and the contract was only 21 months.

This was fine with me so received the phone last Monday, now the phone, I'm not happy with it, I rarely use the apps/internet and my battery drains so quickly, I might be doing something wrong but I don't think I am.

Received the confirmation letter yesterday but it says I still have 102 days left of my previous contract so it won't end until 06.11.13 which is forever away, I'm not happy as he said it would cancel it out!

Also the phone is using my internet allowance so fast, I've never used it all in the past 21 months but after 20 days of new allowance it's nearly all gone, I'm putting it down to the new phone.

Anyone suggest what I can do?