Vodafone complaints

Vodafone

Hi danielledonkin,

I am sorry to hear that there has been so much confusion surrounding your payments.

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

Hi lewisa,

It's my pleasure! I am pleased I was able to help resolve it for you. If you need anything else, feel free to get back in touch.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Discodave

Dear all (in particular Heidi at VF!)

Having not posted for a while, I feel it a little, lets say, unfortunate, that I need to complain again after Vodafone.

I upgraded in October/November 2010, and was send a Sony Ericsson X10, which, after 3 days was returned due to the handset losing charge after a matter of hours. I was then sent a replacement, which as been fine until recently.

Over the past 3 months, I have had to pay a visit to my local VF store in the hope of someone sorting out my current "charging" issue. Without dragging this out into what could be an essay lets just say I have had a new charger, usb cable and battery from VF to try and establish if the charging issue was with the accessories, rather than the handset itself.

The latest episode was when I had to take the handset in for repair and explained that, despite replacement of above accessories, my handset was still not charging.

Lady in the shop took my Handset, mains charger, USB Cable and Battery, leaving me with only the back cover of the handset! Weird I thought, but apparently they only send away the bits they actually need to check, otherwise you wont get "all you sent" returned.

Anyway, this morning, I checked up on my handset, via the VF website and was told it was back in the shop, but not repaired. Nevertheless, I ventured to the store, with little one and was told as the handset was "damaged physically" I was entitled to a repair, as I was not insured?

The chap who I spoke to (apparently the store manager!) basically said "we can't fix it because YOU broke it", then refused to do anything else. He handed back my handset, USB Charger and Lead (when he sourced a new one) and memory card, that was attached to the repair letter kept on file, BUT no BATTERY!! On questioning where my battery was he stated "it wasn't sent back, i'll have to order you a new one"

As a customer of Vodafone (nevermind valued/VIP customer) (well, I must be as I keep getting telt this when Customer Services try to sell me additional services on top of my current plan), the very least I expect from Vodafone is for them;

a) to not tell me I broke my handset (especially in front of other customers), and
b) to repair any genuine fault with the handset, for the length of the contract, and especially within the first 12 months. (even a store colleague stated, it was a common fault with SE x10s to develop this kind fault)

I would be grateful if anyone can help me with this issue.

Regards
Dave

danielledonkin

ruggedtoast wrote: »

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.

Yes my son ran up a huge bill, I was told I could pay it off over a couple of months with normal service but then was told by someone else this wasnt true. I've had nothing but trouble since then and the direct debit payment wasnt taken AGAIN! I want to leave Vodafone as I am fed up of being passed from pillar to post and being told wrong information constantly.

dr1beegfeesh

I have been a happy customer of Vodafone for over a year, currently taking out a mobile and mobile broadband line. Unfortunately, with the upcoming increase in call charges, my bills are going to increase by 15% as i often go over my call allowance.

Vodafone's own terms and conditions (clause 11) states that if an increase in call charges results in a 10% increase in the previous month's bill, you can terminate the contract for free.

I have been very disappointed that despite numerous emails, phone calls and a written letter, no one at Vodafone has acknowledged this fact. Vodafone either blatantly disregard this part of the contract, or just try to lie through their teeth. This has left a desperately sour taste in my mouth.

I remember a few years ago when O2 used to offer free 0845 calls and i bought an O2 XDA on an 18 month contract. A few months into the contract O2 started charging for 0845 numbers, but they stuck to the contract and i was allowed to terminate the contract and keep the phone for free.

I dont understand why Vodafone are not only risking losing a customer but also risking a complaint to Ofcom or whatever other regulatory body, when i am prepared to take out a new contract with them for another 2 years.

MichaelCR

58.33% rate Vodafone terrible...Ouch.

I had an account with them, Somehow managed to rack up a £300 in a few weeks with them (Which i know i did not), Seeing as i run 2 other contracts which i hardly go over £35 a month on.

Upon Offering a payment plan to Vodafone, I was told i had to pay the full balance otherwise i'd face a default, Obviously every working person in the UK just has £300 lying in there back pockets vodafone, You refused my payment plan, Customer service couldn't care less, In fact its all about money isn't it ?

Anyways, Although i understand UK Consumer legislation regulates mobile phone contracts differently to loans, Credit cards etc etc, I never received a default notice, Vodafone kindly defaulted me on the 02/12/2010, And sent me a 'Default Notice' letter on the 28th August 2011, Don't quite understand that.

Nice one vodafone.

fumingjust

Phoneyfone Vodafone I have had trouble before, but after protracted discussions on phone got things sorted out. For some unknown reason I have stayed with Phoneyfone thinking it was an glitch in there processes with customers and they are very helpful when you are adding additional services, until you need assistance with a problem !!! alas good bye to a money grabbing machine.

Skint_but_Optimistic

Its all my fault really, I defaulted on a vodafone bill a few years ago, and then ignored it was there.

The new me however, wanted to pay it back and I rang up and spoke to a customer services representative and made a one off payment of £75, I couldnt afford to repeat this amount every month but set up to pay £30 per month of which I have made three payments and have also made one £5 payment.

The customer services representative provided me with an account number which I wrote down- and typed into internet banking.


I rang Vodafone last night. After a long wait (half an hour) and speaking to three departments, I spoke to a nice yorkshire lady in collections. She told me I owed more money than I thought, and then that my £95 was lost as the account number was incorrect (she provided the correct number) , and I would probably need to show them bank statements. She said get me the dates and call back. I did, but was stuck in a loop for 40 further minutes then cut off when they all went home for the night.

Ive all the dates the payments were made, the reference they were made to, the new account number, the previous mobile number etc. I am now at work and unable to conduct business over the phone - and I am just taking a break to write this.

Anyone got any advice on what I can do? Ive tried emailing them directly but Ive heard it takes 2 weeks to get a response sometimes! All I wanted to do was clear my bill in full and get it off my credit report.

Obviously if all else fails I will ring back later, but its tough with small kids as they dont behave / want the phone / decide to squawk during hour long plus debarcles, which was what last night ended up being.
Thanks for any help.

mobilejunkie

Skint but Optimistic:-

Vodafone_company_representative wrote: »

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


Kind regards,

Heidi
Web Relations Team
Vodafone UK

Don't waste time and grow old and grey phoning them; it'll only make things worse. This is the ONLY way to get things sorted - via the only people in this organisation who do actually care about customers.

Skint_but_Optimistic

Fingers crossed.

Discodave

Discodave wrote: »

Dear all (in particular Heidi at VF!)

Having not posted for a while, I feel it a little, lets say, unfortunate, that I need to complain again after Vodafone.

I upgraded in October/November 2010, and was send a Sony Ericsson X10, which, after 3 days was returned due to the handset losing charge after a matter of hours. I was then sent a replacement, which as been fine until recently.

Over the past 3 months, I have had to pay a visit to my local VF store in the hope of someone sorting out my current "charging" issue. Without dragging this out into what could be an essay lets just say I have had a new charger, usb cable and battery from VF to try and establish if the charging issue was with the accessories, rather than the handset itself.

The latest episode was when I had to take the handset in for repair and explained that, despite replacement of above accessories, my handset was still not charging.

Lady in the shop took my Handset, mains charger, USB Cable and Battery, leaving me with only the back cover of the handset! Weird I thought, but apparently they only send away the bits they actually need to check, otherwise you wont get "all you sent" returned.

Anyway, this morning, I checked up on my handset, via the VF website and was told it was back in the shop, but not repaired. Nevertheless, I ventured to the store, with little one and was told as the handset was "damaged physically" I was entitled to a repair, as I was not insured?

The chap who I spoke to (apparently the store manager!) basically said "we can't fix it because YOU broke it", then refused to do anything else. He handed back my handset, USB Charger and Lead (when he sourced a new one) and memory card, that was attached to the repair letter kept on file, BUT no BATTERY!! On questioning where my battery was he stated "it wasn't sent back, i'll have to order you a new one"

As a customer of Vodafone (nevermind valued/VIP customer) (well, I must be as I keep getting telt this when Customer Services try to sell me additional services on top of my current plan), the very least I expect from Vodafone is for them;

a) to not tell me I broke my handset (especially in front of other customers), and
b) to repair any genuine fault with the handset, for the length of the contract, and especially within the first 12 months. (even a store colleague stated, it was a common fault with SE x10s to develop this kind fault)

I would be grateful if anyone can help me with this issue.

Regards
Dave

Heidi, please address!