Vodafone complaints

System

I have been a low user Vodaphone customer for years,(simply because being old, I use the phone for emergency calls only or when I am in need,) so much so that when my contract was due for renewal, they offered me a monthly reduction on my tariff and as such, found that I was paying in the region of £11 to £15 per month. Suddenly the amount shot up, and I realised that the 10 month reduction had ended and the full amount was due. This I accepted.

A visit to my Vodaphone store and new phone along with a new price plan was put in place. 300 mins/unlimited texts/ £15 per month less £5 per month for 23 months. And the contract is for 27 months. Date of agreement 22nd July 2011.

My on-line bill dated 25th Aug 2011 arrived showing £32.64. I printed it off and took it to my local Vodaphone shop, only to be told by Paul that it was the changeover period when the four weeks tend to be extended that had caused the high charge. He said, “if it is high next time, come in and we’ll see what we can do to rectify it”.

Yesterday (20th Sept 2011) my next on-line bill arrived showing a total charge of £30.72.

With printed off copy and Contract agreement details I went to Vodaphone.

What transpired then, was that the Assistant Customer Advisor identified on BOTH bills, there was a Messaging, mobile browsing + data charge of £15.76 and £17.27 respectively.

I do not use this facility on my mobile phone. I do not know how to.

It seems that on my new phone, the “Web” button, is in the exact place where on my old phone, was the “End call” button, and as such, after many years of pressing the end call, I had in fact been connecting to the web and as such, incurred a daily connection charge, even though clearly it had only been for seconds presumably.

In the store, they have now removed the “Web” word and changed it to “Log” so that if I accidently continue with pressing the button, I won’t incur charges. Plus, they have removed the shortcut Web icon from the Menu and put it within Music, somewhere I never venture to. This should alleviate and recurrence of the high charge.

BUT, if the Vodaphone representative had identified the data charge on the first bill, this would not have occurred again. As such, in my opinion he failed Vodaphone miserably and did nothing to show Vodaphone as a company I could have faith in.

Under the circumstances, Vodaphone took from my pension, an amount of £17.27 which would could have gone to a better use. Vodaphone did nothing for my angina.

Vodaphone should repay the £17.27 because the Vodaphone rep failed to recognise this and bring to my attention as they did on my second visit.

Vodafone

Hi newtoforums,

I have sent my second reply out to you today. If you have any further queries, feel free to get back to me.

Hi Tesla,

I will be happy to look into this for you.

If you send me an email to the address here with WRT135 FAO Heidi in the subject and include a link to your post, I will be able to help resolve any ongoing issues.

Hi islandman,

Whilst I am pleased that the staff members have no resolved this issue and adjusted the phone settings for you, I understand that this should have been resolved on your first visit to the store.

If you could also email me personally via the details above, I will be happy to discuss this in more detail.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

colino

I've had a personal phone with Voda for years and despite all the hassles (no bills, truely awful local reception and unwanted add ons always added on when you change phones) as its a memorable number, I decided to upgrade to a cheaper package and phone. So far today the site has crashed three times before getting to checkout and on the final attempt to get it (£13/month Samsung Galaxy Mini, 24 months, 100 mins, 500 texts, 100mb + wanted added on sat nav at £2.50) the checkout does not show any data allowance and says I havent added any extras!
I give up.

mobilejunkie

Call it a lucky escape!!!!

newtoforums

mobilejunkie wrote: »

Call it a lucky escape!!!!

here here !

You should be thanking your lucky stars !!! -

redsquarelady

I too am having problems with vodafone (happens too often!)
I have moblie broadband with 3gb allowance. according to my bill it says i have used 2.999bg of this allowance but they have charged me for another gb at £15 as apparently i went over my 3gb allowance by 17mb.
So after a call to vodafone, the very unhelpful csa says that i haven't used 2.999, that is the inclusive allowance and i have gone over it by 17 mb. I point out that on my online bill it clearly says you have used 2.999 gb this month (nothing about out of your allowance)
I wasn't getting anywhere with the telephone conversation. So i emailed vodafone to which they replied as i have just upgraded it is due to anniversary billing.
This is utter nonsence as i upgraded a year ago and they stung me for extra charges then. I get the impression that the customer service department haven't got a clue whats going on.
I've been with vodafone for about 15 years, they are always messing things up!:mad:

newtoforums

Thats how it all started with me..... The billing was incorrect, it was not the same as what they sent me in paper - They said they re-added it and it was correct (as they tried to bill me alot more)... even though i explained to them, i have added it up one by one with the paper bill you sent me, and i was all up for sending it back to them to view it - they were having none of it, just give you the run around all the time.

newtoforums

newtoforums wrote: »

Thats how it all started with me..... The billing was incorrect, it was not the same as what they sent me in paper - They said they re-added it and it was correct (as they tried to bill me alot more)... even though i explained to them, i have added it up one by one with the paper bill you sent me, and i was all up for sending it back to them to view it - they were having none of it, just give you the run around all the time.

Also to add- i even found THEIR MISTAKE and showed them it, they would still have none of it, they wouldn’t even consider the possibility of them making a mistake as their system is the best didnt you know!!


Even though other companies, like talktalk were fined because their system made a mistake and were charging people alot more... i bet at the time that was happening there was people like me and you complaining that the bill was wrong.... if only they listend at the time, same with vodafone, if only they listen... if only...

the_bison

Same kind of nightmare for me as well!

Before going away to Portugal for the weekend, I phoned wanting to add Vodafone Data Traveller to my tariff so I could access up to 25mb of data a day for £2. After a long conversation with the operative I was led to believe all was sorted. However when checking my bills recently, I see that I appear to have to been signed up to a recurring Data Roaming Monthly add-on for £8.34 excluding VAT. This charge has been applied for the last three months! I did not ask for this and indeed have not used it as I've not left the UK since that weekend. Countless emails and phone calls have led me no-where, all the web team will confirm is that I spoke to them on that date, but there is no note on the account, and that they don't have the call recorded - therefore they can't do anything to help.

This is unbelievable - I have emailed the CEO as a last resort. I'm on the verge of cancelling my DD with them as I don't seem to be able to stop them taking £10 extra a month from me, for a service I didn't ask for and have never used!

And the web team themselves don't appear to be reading my e-mails, simply replying with a stock answer which answers none of the questions I'm asking. Absolutely infuriating, not to mention diabolical customer service!

Al

Annie._2

the_bison wrote: »

Same kind of nightmare for me as well!

Before going away to Portugal for the weekend, I phoned wanting to add Vodafone Data Traveller to my tariff so I could access up to 25mb of data a day for £2. After a long conversation with the operative I was led to believe all was sorted. However when checking my bills recently, I see that I appear to have to been signed up to a recurring Data Roaming Monthly add-on for £8.34 excluding VAT. This charge has been applied for the last three months! I did not ask for this and indeed have not used it as I've not left the UK since that weekend. Countless emails and phone calls have led me no-where, all the web team will confirm is that I spoke to them on that date, but there is no note on the account, and that they don't have the call recorded - therefore they can't do anything to help.


This is unbelievable - I have emailed the CEO as a last resort. I'm on the verge of cancelling my DD with them as I don't seem to be able to stop them taking £10 extra a month from me, for a service I didn't ask for and have never used!

And the web team themselves don't appear to be reading my e-mails, simply replying with a stock answer which answers none of the questions I'm asking. Absolutely infuriating, not to mention diabolical customer service!

Al

You dont need to opt into the daily Data Traveller allowance which you automatically receive when you reach your European destination and you would receive a text notification informing you of the daily charge and 25mb allowance. You would also receive a text to let you know when you were close to the daily allowance and further charges for using the internet.

You only opt in to the monthly subscription which you would have done when you called to opt in and this is added to your bill.

As this is a monthly subscription for frequent Euopean travel, you would need to give 30 days notice for cancellation.

Full info on the Vodafone website for using the internet abroad.