Vodafone complaints

chrisa86

Sigh... This sounds all about as fun as the issues my girlfriend is having.

On my advice she tried Billmonitor to compare as she wanted a Desire S, Vodafone were far from the cheapest and she told them this whilst looking to move to T-Mobile. They offered her a close alternative that worked out a few pounds cheaper which was to include 300mins and 300texts (I believe) and free internet. She took that up eventually after some persuading as she had been with Vodafone for a while.

Lo' and behold two months down the line and it appears the free internet was never added and customer services claim it was never offered. Now I personally heard her ask on the many phone calls whether it had free internet with the contract (I wasn't there for the last call but she was simply calling to say "actually I will accept that contract you offered")

Frankly I think it is rather disgusting as it seems like a dirty trick of sorts, she's now had to pay an extra £5 a month which has increased her contact to much more expensive than the Billmonitor one (before you even consider the cost of the phone!)

This I have to add was after stating it is not the policy of Vodafone to do contracts below £10, I must say I am grateful for being with T-Mobile - I have 300mins, 300 texts and free internet for 5.33/mo.


A complaint obviously has been lodged against what seems to be rather underhanded tactics. They did try a good faith gesture of 100 free picture messages, but obviously that is not something that will rectify the situation (plus does anyone not in their teens send picture messages?)


I do think it is an absolute shame that some companies appear to care so little about customer loyalty and retention but advice to you all - there are some network operators who do much better deals!

baldelectrician

chrisa86 wrote: »

Sigh... This sounds all about as fun as the issues my girlfriend is having.

On my advice she tried Billmonitor to compare as she wanted a Desire S, Vodafone were far from the cheapest and she told them this whilst looking to move to T-Mobile. They offered her a close alternative that worked out a few pounds cheaper which was to include 300mins and 300texts (I believe) and free internet. She took that up eventually after some persuading as she had been with Vodafone for a while.

Lo' and behold two months down the line and it appears the free internet was never added and customer services claim it was never offered. Now I personally heard her ask on the many phone calls whether it had free internet with the contract (I wasn't there for the last call but she was simply calling to say "actually I will accept that contract you offered")

Frankly I think it is rather disgusting as it seems like a dirty trick of sorts, she's now had to pay an extra £5 a month which has increased her contact to much more expensive than the Billmonitor one (before you even consider the cost of the phone!)

This I have to add was after stating it is not the policy of Vodafone to do contracts below £10, I must say I am grateful for being with T-Mobile - I have 300mins, 300 texts and free internet for 5.33/mo.


A complaint obviously has been lodged against what seems to be rather underhanded tactics. They did try a good faith gesture of 100 free picture messages, but obviously that is not something that will rectify the situation (plus does anyone not in their teens send picture messages?)


I do think it is an absolute shame that some companies appear to care so little about customer loyalty and retention but advice to you all - there are some network operators who do much better deals!

Ask for the call recording.
If they have that will prove your g/f is right, if they don't have it they can't prove you have a contract

You need to go through their company complaints procedure (which is hard as they ignore letters on occasion)

I got out of a Vodafone contract (due to someone giving incorrect advice) as my mobile records calls- they didn't have a copy of the disputed call- but I did.

good luck

chrisa86

Reportedly they said they'd listen to it and find out, I have my doubts.

My fear is she asked for internet each time and then this last time despite saying "yes I'd like to take what was offered" they almost sneakily didn't mention internet and will try to use that as a technicality.


I really do hope this isn't a standard business practice!

Everynamestaken

The other day I had to ring them about something. I got passed on so many times. One lad in particular as dull as dishwater on the phone said to me "why has this been passed to me". Not very amused after I asked him to put me forward to the right person immediately. And so it went on after been put on hold and getting passed around, I then to my annoyance was put through to the same dull boring individual again. After 2 minutes, he said "I'll put you through the the relevant department, and 2 seconds later I got an automatic voice saying "Thankyou for calling vodafone, goodbye.


After then ringing again to get through and getting passed on again, I explained to someone how after nearly 2 hours, I was rather annoyed and he said he would give the correct number to sort this out once and for all. Yes you guessed it, I was put through to the same lad yet again. He at first denied he had been speaking to me the first 2 times, and after telling him how he's wasted 2 hours of my life I'm not going to get back, he was quite apologetic.

I went into store, and the manager was ok, but the others were not great. One didn't listen to my query and just kept going on about trying to sell me a phone with an mp3 player. I was far from impressed with the service from Vodafone as a whole from the contact centres to the retail stores.

Chick08

Ive been helping my brother with a issue he has with Vodafone basically he signed up for a 12 month sim only tarriff at £10 a month in July, He got a text on Friday from Vodafone saying there has been some unusual activity on his account and to call them. Now he doesnt deal with customer services as he cant speak on phone so i do it all for him so i spoke to the customer services man (after my brother saying he gives permission) told him what had happened and firstly he said that the text hadnt come from them and it was probably a scam as he could see nothing written on his account, then after about 5 mins just about to hang up he says hold on there something on the account from the credit agency saying my brother had built up call charges of over £100 as he had called 0800 numbers and to stop his account being suspended he would need to prepay £80 and he said he couldnt really give me anymore info as they were in the middle of making up the bills. Now ive checked his online account and none of these numbers show up and there is no messages to say he has gone over £100 plus he says he hasnt called them and they are not showing on his phone in dialled numbers. The customer service man said i would need to call back Monday when they have the bill done and i will need to make payment otherwise his account will be suspened. Can i ask for a copy of these call charges? I would like to know when these were made as we are a little confused.

Thanks

robinpa

RightyTightyLeftyLoosey wrote: »

There's been a problem in my part of the city since June (EH2), which I have raised as a complaint with CISAS, as its now September and there has been no resolution. I must say that I was on the southside of the city (EH8, Newington) more than usual over the last couple of weeks (due to the Fringe) and not only did I have no 2G/3G, I was getting no network coverage at all.

I'm also having serious issues with data access in Edinburgh.

Bought a new iPhone 4 7-10 days ago on Vodafone, initially assumed it was because my number was being ported over from orange, but data just does not work at all in the city centre. In the EH4 area I live in it sometimes works but very very occasionally! Full 3g signal bar but no working data all the time in Edinburgh, across the city. Not happy or impressed at all!

My iPhone 3g on Orange was old and slow but the data worked reliabley on the network, my iPhone 4 is fantastic but only when on wifi which is unacceptable.

Vodafone

Hi guys,

I can see that a few of you have some ongoing issues that you may need help with.

If you drop me an email to the address here with WRT135 FAO Heidi in the subject, I will be happy to look into these for you.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

robinpa

Vodafone_company_representative wrote: »

Hi guys,

I can see that a few of you have some ongoing issues that you may need help with.

If you drop me an email to the address here with WRT135 FAO Heidi in the subject, I will be happy to look into these for you.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Email sent, look forward to hearing from you.

ificould

Hi Heidi,

This is Jiacheng here, did you get my email?

Thanks!

carrieparkinson

hiya chick08 .. if the bill is issued today then you should be able to see them billed online or if its next monday they should be listed under charged towards my next bill. customer services can talk you through where to find them if stuck.otherwise you can get a copy of the calls once the bill is issued.
regarding the whole message etc, it would have been from vodafones 'credit alert' team... as its what im guessing at a new account, vodafone havent got a 'feel' for whats 'normal' and what isnt re the account. and so a significant overspend re the account, raises the alert. prepayment amount is required,and is in the t&c on the contract under part 8c ... (unless they have changed it recently) and its based on the difference between highest bill and next bill. hth