Vodafone complaints

Vodafone

Hi robinpa,

Thanks for that! As soon I receive it, I will be in touch.

Hi ificould,

I sent you a reply yesterday afternoon. If you need any further help, simply reply to the one I have sent.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

HarryLockerty

Can anybody help me?!

Having serious problems with Vodafone. In brief, I joined Vodafone last November via a loyalty scheme sent to my husband ( been with Vodafone past 15yrs) for friends/family. Joined up, got good tariff on a NOKIA N8. This phone packed up about a month ago (wouldnt switch on or charge) so i rang Vodafone and they said not to worry they will replace with another. This phone then packed up after 1 week, same thing happened wouldnt switch on. I reported this to VODAFONE and asked to change to a different phone but they said they could only swap on a like for like basis due to the contract. I said i didnt want the phone as it was likely to pack up again (I researched online and there are thousands of people who have had the same thing happen - obviously a software/model problem.) Anyway, they sent me another phone which is still not right as you can only charge it via a laptop as they have obviously sent me another refurbed model, incorrectly put together as you cannot charge from mains as the hole for charger wont fit. Its out of alignment. Anyway, upon checking my bank i noticed Vodafone had debited £117 from my account. I immediately rang them to query and they said that the phone i sent back was not a software failure but had been damaged therefore was out of warranty and i was then charged £100 for new phone! I am livid as they had no prior conversation with me to that effect, there is no way the phone was damaged in a week, have debited the money and are blaming me for the error. I have spoken to various supervisors to get the money back but they will not as they are saying they have paid a third party. I finally got a re-issued bill last weekend despite the money leaving my account on 19/8. So in summary, i have had £100 debited from my account and a dud phone that i cant charge.

Any advice on what to do, where to go with this?

The_deacon

Hi Heidi
i see from a recent post that you have an e mail address which you say is in your profile. I have not been able to find it there, but need some help to sort out a problem with my account. I am frustrated that every time i speak or e mail vodafone, no one seems to, be able to understand my issue. I would really appreciate the chance to talk to a manager or supervisor and would be grateful if you could tell me how this may be possible.

thanks

mobilejunkie

To dream the impossible dream.....

The only people who give a damn or do what they say are the web team on here... send them the form from their site with the heading mentioned hundreds of times on the numerous complaints threads about this company - or get a hot line to Vodafone and take a year off work to attempt the way it SHOULD be done...

Vodafone

Hi HarryLockerty,

I am sorry to hear that you have had some issues recently regarding your handset. It's disappointing that the charge was not advised before it was billed.

So that I can look into this for you, can you send me an email via the address here with WRT135 FAO Heidi in the subject and include a link to this thread.

Once I have the details, I will be able to help further.

Hi The deacon,

Certainly, the email address is webrelations@vodafone.com. Please put WRT135 FAO Heidi in the subject so that it reaches me personally and I will be happy to help.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Chick08

Ok so spoke to a Vodafone lady this time and she explained everything to me when he went over his minutes and she even suggested another tariff that would pervent this, I then told her there is no way that he can pay the whole £100 in one go so she said ok now SHE cancelled the direct debit and told me to phone back on 13 Sep which is when the bill is due and pay what you can half of it would be better if you can and then pay the rest the next month and change tariff if you wanted to so thought ok that is good and she was a very nice lady.
My brother then went to use his phone today and he has been cut off now the bill isnt even due until 13 Sep so on the phone again waiting waiting was told that because he cancelled his direct debit his account is suspended (it was VODAFONE that cancelled it) so i told her all this and very rude very RUDE lady this time she said she could hear him in the background and he should be calling so i said excuse me im not a lair that is my father in the background, but despite all this i had already spoke to someone at VODAFONE and said i would be calling them and even set up a password for me on his account and they have my name on file as the person so finished up me getting very annoyed and then i had to hang up as i was so very annoyed and upset. How Dare Vodafone call me a liar and talk to customers yes CUTSOMERS like that. Now do you think i should phone back and ask to talk to a manager or director as im not having it being told one thing by a memeber of staff and then being punished for it. Im in customer services and if i spoke to someone like that or said i can hear the person in the background id be called into my manager sharpish. They also said to cancel it all it would cost him £90 big mistake signing up with Vodafone wish i had gone elsewhere now or left him on pay asg you go.

mobilejunkie

Asking to speak with a manager is a complete waste of time. First they will stonewall you, then if all else fails promise a call back which will never come. You'll be back where you started, but even more angry than the outset. The only people who do actually sort anything in this hellish company are the web relations team. It really shouldn;t be like that _ and have a new problem which is alrwady escalating by trying to go through what should be the correct and normal channels but it's already very familiar territory. 6 calls and an hour later I've got no-where, which is precisely how they operate.

Send a message via their website with the code mentioned many times on here and they will actually help. I would suggest you never take at face value anything their normal employees tell you; you must see if you can ensure your credit records are not now trashed or your problems will only be in the very early stages.

Vodafone

Hi Chick08,

I am disappointed to read about your recent experiences. I can certainly understand why you would now be feeling extremely frustrated.

So that I can help you further, can you send me an email via the address here with WRT135 FAO Heidi in the subject and also include a link to this thread.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

mercman1969

Hiedi,

Have you had the data you required from my email yet?
Still await an answer on this

As far as I am concerned I can ask for my PAC code from today, but Vodafone are stating my contract didnt start until May 10

This is despite showing evidence that my handsets were delivered on 8th March!

Holz2112_2

I have been with vodafone for 6 years and never had any problems until the past few months, now I cannot wait for my contract to end and go to a more "truthful" network provider! I was told when I took my iPhone 4 out last September that my tarrif was to include 'unlimited' Internet. At no point during the vodaphone agents sales pitch for me to upgrade with them was I told that this 'unlimited' Internet had a fair usage policy, otherwise I would have not taken the contract out as I use the Internet alot. I have recently been getting rather large bills and obviously queued this to then be told that I dont actually have unlimited, and I only have just over 1gb which is not enough for me. After the vodafone team member carried on to tell me that I do have uimited but at a fair usage I told her to go away and look in a dictionary and to look up the meaning of the word and to tell the advitisors of vodafone to do this aswel! After being told they are giving me a good will gesture of £50 for the "confusion" I continued to tell her that this is the least but helpful as this docent cover what is needed for the extra I have to pay for s service I was told I was getting ie the unlimited Internet. I then told her that as I am not getting unlimited Internet as I was told in my upgrade conversation that this us a breach of the contract as such and a cause for me to terminate the contract without being charged!