Vodafone complaints

mercman1969

Heidi,

just to let you know that my problem is now resolved and as i expected to be am now out of contract

Finally got my 2 PAC codes so can go sign upto the deal Orange offered me

Cant say I am sorry to see the back of vodafone........

redsquarelady

Why can't they all be like Heidi at vodafone!! (the voda rep)
Problem with bill sorted in mins!!
Big thanks to Heidi!!:T

baldelectrician

mercman1969 wrote: »

Heidi,

just to let you know that my problem is now resolved and as i expected to be am now out of contract

Finally got my 2 PAC codes so can go sign upto the deal Orange offered me

Cant say I am sorry to see the back of vodafone........

I would advise against Orange- they are slashing overseas workers hours and sending lots of calls to India and the Phillipines

I have just left Orange for that very reason (poor customer service and telling people what they want to hear to get them off the phone)

lewisa

Please can the Vodafone Rep help me with my issue. I am getting nowhere with the staff on ccare.webmails@help.vodafone.co.uk, they keep either misunderstanding or ignoring the issue.

Most communication has been via email and I can provide all these. This is the background...

Oct 2009
Joined Vodafone on 18 month Contract

30th Oct 2010
placed o/n VC0018682387 for a new phone and contract extension on the early upgrade offer, item in stock and delivery time quoted as 2-4 days.

30th Oct 2010
received confirmation that the upgrade had been processed and contract extension was applied to my account

2nd Nov 2010
requested delivery date of new phone

3rd Nov 2010
Vodafone replied stating they didn't have any of the phones and they were unable to give me a delivery date

4th Nov 2010
I cancelled the order in writing and requested confirmation that the order and contract extension was cancelled - ticket ID [#4658494]

.... bought a phone for cash not under contract from elsewhere ....

5th Nov 2010 to 15th Nov 2010
several emails and phone calls back and forth of no real worth on the part of Vodafone

16th Nov 2010
finally received email confirmation from Vodafone that the order was cancelled

As I had it in writing that the contract was cancelled, I then forgot about it.

Jump to present day and I am having a look at new phones, and then notice that I am still under contract because Vodafone only cancelled the order for the phone, they didn't cancel the contract extension. You are currently holding me under contract until around November 2012 for a phone you were not able to supply.

So I need the contract extension removing from my account as I have only ever had 1 phone from Vodafone under contract and that 18 month contract expired around Mar/April 2011.


The ticket number for my current efforts in trying to get this resolved is [#7455443].

Vodafone

Hi mercman1969,

I am pleased you have now got this resolved, even if we are sad to see you leave.

Hi redsquarelady,

It's my pleasure!

I am pleased I was able to help.

Hi lewisa,

I can understand your frustration. I have found your email chain so I will have a look into this further and get in touch with you today to get this resolved.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

Vodafone

Hi lewisa,

I have tried to call you today but unfortunately reached your voicemail, therefore I have sent an email to resolve your issue.

If you need to get back in touch for any reason, you can either post to me on here or reply to my email.

When replying, please make sure that you add WRT135 FAO Heidi in the subject as I sent it without adding that. That will make sure it comes back to me personally.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

mercman1969

Heidi,

I am only leaving as we can no longer work with a pair of phones we cannot use in the house
Naturally, the problems we have had also add to our desire to leave
like everything else though, if a deal was offered we couldnt refuse we would be daft to move on

danielledonkin

Hi all I really need advice before I lose the plot completely .. here is a bit of background information. I have 2 lines with vodafone, one for me and one for my son. In February my son ran up a massive bill, I contacted vodafone with regards to this issue and I was told I could pay it off over a couple of months with my usual payments ... I was advised to cancel my direct debit as I couldn't get a definite answer about whether they would try to collect the full amount. I cancelled the direct debit and rang back as advised on my bill date (March) to arrange the payment plan. On this call I was told if I went ahead with the payment plan then neither I or my son will be able to make calls, send texts or use the internet. What use is that?! I had to pay the outstanding balance on my credit card and reset up the direct debit with Vodafone. I was assured everything was good to go ... following month (April) direct debit wasnt taken, had to call 191 and pay over the phone AND reset the direct debit back up. June came and went and in July I noticed I couldnt make any calls or send any texts ... rang Vodafone to be told my account had been suspended due to non payment. Explained everything over the phone about the direct debit etc ... paid with my debit card and was finally given an answer as to why the direct debit hadnt been taken. Apparently because I have a joint account with my husband they needed confirmation from us both due to a new law being fetched in (!!!!!!!! or not?!) so a form was being posted out for us both to sign, send back and then the direct debit would be sorted. I did this and posted it back the same day I got it. Checked bank in August, nothing taken, rang Vodafone who said it was my bank not letting them collect and could I pay over the phone. I said no that I would ring my bank first ... rang my bank who said the direct debit wasnt even active, they'd had no communication from Vodafone AT ALL! I asked for them to reinstate the DD which they did and confirmed it was all active. I rang Vodafone back and relayed all the information I had just been given, they guy activated the DD at their end and assured Septembers payment would be taken and everything was good to go. I forgot to check in September, recieved my monthly email from Vodafone about my bill being ready to find it was double what it should of been. Havent been able to check the bill til today and I found out last months payment is on it as well. I called my bank to double check everything was ok to be told Vodafone just havent taken the money. Called Vodafone to be told the DD was suspended by mistake, that it has now been lifted and the money will be taken on the 4th as it should be. I told the representative if it isnt I will be cancelling both contracts and taking my business elsewhere. Also contacting Ofcom and anyone else I can to complain about this.

My question is can I legally get out of my contract as this is turning into a nightmare causing me undue stress I really don't need right now. Vodafone are clearly breaching their contract with me ... please help! :mad:

lewisa

Posting to thank Heidi for sorting out my issue. All now good and I am free to upgrade.

Thanks!

ruggedtoast

danielledonkin wrote: »

Hi all I really need advice before I lose the plot completely .. here is a bit of background information. I have 2 lines with vodafone, one for me and one for my son. In February my son ran up a massive bill, I contacted vodafone with regards to this issue and I was told I could pay it off over a couple of months with my usual payments ... I was advised to cancel my direct debit as I couldn't get a definite answer about whether they would try to collect the full amount. I cancelled the direct debit and rang back as advised on my bill date (March) to arrange the payment plan. On this call I was told if I went ahead with the payment plan then neither I or my son will be able to make calls, send texts or use the internet. What use is that?! I had to pay the outstanding balance on my credit card and reset up the direct debit with Vodafone. I was assured everything was good to go ... following month (April) direct debit wasnt taken, had to call 191 and pay over the phone AND reset the direct debit back up. June came and went and in July I noticed I couldnt make any calls or send any texts ... rang Vodafone to be told my account had been suspended due to non payment. Explained everything over the phone about the direct debit etc ... paid with my debit card and was finally given an answer as to why the direct debit hadnt been taken. Apparently because I have a joint account with my husband they needed confirmation from us both due to a new law being fetched in (!!!!!!!! or not?!) so a form was being posted out for us both to sign, send back and then the direct debit would be sorted. I did this and posted it back the same day I got it. Checked bank in August, nothing taken, rang Vodafone who said it was my bank not letting them collect and could I pay over the phone. I said no that I would ring my bank first ... rang my bank who said the direct debit wasnt even active, they'd had no communication from Vodafone AT ALL! I asked for them to reinstate the DD which they did and confirmed it was all active. I rang Vodafone back and relayed all the information I had just been given, they guy activated the DD at their end and assured Septembers payment would be taken and everything was good to go. I forgot to check in September, recieved my monthly email from Vodafone about my bill being ready to find it was double what it should of been. Havent been able to check the bill til today and I found out last months payment is on it as well. I called my bank to double check everything was ok to be told Vodafone just havent taken the money. Called Vodafone to be told the DD was suspended by mistake, that it has now been lifted and the money will be taken on the 4th as it should be. I told the representative if it isnt I will be cancelling both contracts and taking my business elsewhere. Also contacting Ofcom and anyone else I can to complain about this.

My question is can I legally get out of my contract as this is turning into a nightmare causing me undue stress I really don't need right now. Vodafone are clearly breaching their contract with me ... please help! :mad:

I cant make head nor tail of that, other than that one of the phones you are responsible for had a large bill one month. And then rather than pay it as you are contractually obliged to do you opted for some kind of payment plan; that has gone wrong, and now you want to cancel the contract early?

Good luck with that.