Vodafone complaints

Vodafone

Hi Discodave,

I am sorry to hear that you have had some problems recently, however I am more than happy to look into these for you personally.

Could you drop me an email to the address here with WRT135 FAO Heidi in the subject and include a link to this thread. That way, I can look into it in more detail.

Hi Skint but Optimistic,

It’s disappointing to hear that even though you are looking to get this resolved, it is proving difficult to get in touch with the right area.

As mobilejunkie has mentioned, you can email me directly and I will be happy to deal with this for you.

Hi danielledonkin,

I haven’t yet received an email from you. If you would still like some help, let me know.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Skint_but_Optimistic

Hello Heidi, I sent an email to you this morning.

Thanks.

Vodafone

Hi dr1beegfeesh,

If you can drop me an email to the address here and include WRT135 FAO Heidi in the subject and a link to your post, I will be happy to look into this for you.

Hi Skint but Optimistic,

That's great! I have just checked and have received your email. I will be in touch shortly to help get this resolved.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Skint_but_Optimistic

Very much appreciated. Had forwarded on another copy in case.

woodie01

Dear All (Esp. Heidi!)

Have had no success with other channels and this seems to be a proactive thread. An outline of the issues and story so far is below. Simply Vodaphone have failed to provide me with the web ordered contract specificaly the 750mb data. Any help would be much appreciated.

9th July. Agreed new contract for ******** on Vodafone Internet Web page:
100mins + 500 texts. for £13.00/month plus two added extra packages of 750MB Internet and 500MB WiFi.

When arranging the upgrade I noticed that the final page before agreeing the contact only mentioned the 100 minutes call time and the 500 texts, but made no mention of the WiFi or the internet usage.

In view of this, and before I signed up for the contract, I contacted the Vodafone “chat” line and raised this with the chat agent, who appeared unable to give any explanation as to why this was left off. After much to- ing and fro- ing, she kept assuring me that if the internet usage was stated on screen, that’s what I would be given.

22nd July Noted when checking account on line, that Internet package has been reduced to 100MB only.

Wrote letter to Customer Care outlining the discrepancy.

17th Aug. Telephoned 191 as no reply to my letter. Eventually Agent agreed to provide the original contract as signed up to, and giving 300 minutes “As a gift in lieu of the error”

I requested an email confirming this agreement.

Email arrives from “Adam” with only 600MB internet instead of 750MB

Emailed “Adam” back to point out this discrepancy with copy of original letter, and raising the agreement made on the telephone with the agent, that his email was supposed to confirm. No reply received.

19th Aug. Email to “Adam” requesting a reply

22nd Aug. Further email to “Adam” asking why no answer. No reply after 7 hours, so ‘phoned 191 to request to talk to senior manager. Not put through to a senior manager. Operative insisted he would be able to sort it. In the end could not, neither could his manager as it had been originally done on the internet.

Advised to go to Vodafone shop, and ask them to sort it! This requires a 13 mile trip and £4.30 parking fee!

23rd Aug. Visit Vodafone shop in Bath.(Code 60947) Saw Ella O’Neill – very helpful. Unable to sort out internet plan, but arranged a new plan with 300min, unlimited texts, 500mb (3G data) + 100mb, and 500mb BT Openzone Wifi, discounted from £15p/m to 13p/m.

Also wrote letter to the “Customer Relations Manager” at Newbury asking for an explanation over this complete lack of response from letters and emails over this saga.

10th Sept. Received on-line bill for new contract for £36.69! with price plan still incorrect.

12th Sept. Re-visited shop. Another 13 miles and £4.30 parking! Saw Craig who again very helpful. Put credits on next invoice for unexplained overcharging. Advised to return to shop if Oct. bill incorrect.

28th Sept. No response to my letter to Customer Relations Manager of over 1 month ago.

2nd Oct. Second bill incorrect - Also still indicating incorrect contract.

Large image of original purchased contract (you may need to click magnify on hover).
www dot bathserve dot com/images/750contract.jpg

Thank you,

S Wood

newtoforums

Vodafone_company_representative wrote: »

Hi newtoforums,

I understand that you are unhappy with some of the information I have provided.

I can assure you that everything I have advised has been the correct information and that the confirmation I am waiting for from another department is regarding specific dates that I am unable to see.

You have mentioned that there is some information I have not responded to as part of your email. If you could let me know the areas you need me to reply to, I will be more than happy to address these directly.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Heidi,

You gave me dates in a previous email , then when i questioned these, you are not not sure of the dates and you need to find out - Why didnt you find out the dates first before giving them to me, then saying "oh wait, actually, i need to check that?"

So now, thats been a week and a half since you said that you need to check the dates, and still you have not replied back , even though i have emailed you to chase it up -

I get the feeling you were trying to fob me off before by making up random dates.

Techhead_2

newtoforums wrote: »

Heidi,

You gave me dates in a previous email , then when i questioned these, you are not not sure of the dates and you need to find out - Why didnt you find out the dates first before giving them to me, then saying "oh wait, actually, i need to check that?"

So now, thats been a week and a half since you said that you need to check the dates, and still you have not replied back , even though i have emailed you to chase it up -

I get the feeling you were trying to fob me off before by making up random dates.

Not trying to defend anyone, but the post you quote says she is not able to see the same dates (as you ) and so needs to double check the specific dates.

Maudsy

My son who is autistic was given a two phone contract which he did not understand after his first phone was always in for repair. He received a new phone but never got the old one back and was charged over £55 for months (when he thought he was being charged £35) It wasn't until I saw his statement and he kept getting charged by being overdrawn that I understood what had happened. He only ever had one phone. Once this had been sorted out my wife chose a pay as you go phone on the original contract however she kept receiving charges for data packs and couldn't get rid of them and subsequently my son's account went overdrawn again!! After visiting the store she was told that she had probably been hacked even though Vodaphone had charged her and that we had to write to the company to get our money back. My son did so and three months later and several phone calls - nothing. I work as a regional manager for Royal Mail and believe me I see a lot of people and everyone I talk to knows about the disgraceful nonchalance toward a customer.

Discodave

anyone got a direct email or link to the form?

newtoforums

Techhead wrote: »

Not trying to defend anyone, but the post you quote says she is not able to see the same dates (as you ) and so needs to double check the specific dates.

No probs, sorry i was a little annoyed and didnt make my post clear

Heidi gave me dates....

I said they dont seem correct

then she says she needs to go and double check

So it annoyed me that yet again someone from vodafone was trying to argue their case and saying what they have emailed to me is correct, without checking first...