Vodafone complaints

ShaunInLeeds

Hi,

I'm getting absolutely nowhere with customer support, email support or their web relations teams regarding an issue that is still ongoing and not resolved.

Without wanting to be a drama queen about it all, is there an escalations team I can forward my complaint onto, someone who actually can sort my problem out????

2 months and it's still not sorted which I think is unacceptable.

Thanks

grumbler

If you think that you exhausted the internal formal complaints procedure your next step is http://www.ombudsman-services.org/make-a-complaint-communications.html

LittleMissRolo

My workplace currently has an offer on where we receive 50% off line rental on a 12month+ contract with Vodafone, looking to take up the offer we went into our local store yesterday to become new customer of Vodafone. Having entered my details into the computer it was all smiles and yes that will be fine, only to be told computer says no and the offer we were looking at (iPhone 4 8GB £36 a month) wasn't live in store. The assistant tried online but again computer said no so we were told to try over the phone.

We went home and tried to buy the phone from vodafones website ourselves but couldn't as the website didn't recognise the town we lived in had a store and the 'complete order' button wasn't working when i tried to order for home delivery! I called Vodafone and gave all my details again and was told my credit check had failed because I'd just tried in store (thansk to the assistant in store not checking the offer was live before taking my information!), and was told i couldn't try again for 90 DAYS! The offer we have on at work ends at the end of October 2011 so this wasn't acceptable, I said I'd get back to them. My partner then called them back and ordered 2 phones in his name (working for the same company the offer was valid for both of us) only for us to read the t's and c's of the offer while on the phone to discover the contracts could only be in one employees name, so he cancelled one of the phones. This process took 40 minutes! Livid that I couldn't get the offer due to employee error at Vodafone I took the phone from my partner and asked for a manager. 'Danny' who we were speaking to was like a rabbit caught in the headlights and was as much use as a chocolate fire guard, after telling me he was "just going to get a manager" I discover I've been transferred to another advisor as a new call! I told poor 'Emily' that I wanted a manager, this was at 6:30pm, I gave my details and was told a manager would call me back straight away but this would be before 8pm, suprise suprise no call was made and my partner got an email to say 2 phones had been ordered and were on their way to the local store for collection on Monday!!!

My partner contacted Vodafone by their online contact form to reiterate his request to cancel the whole order now given the lack of customer service and is still waiting for a reply (despite their 24 hrs service level). Im still waiting for my call back as well.

If this is how they treat potential customers I'd hate to think how people tied into a contract of any period of time feel!

If a Vodafone representative reads this I would appreciate a response and explaination to the sheer incompetence and lack of customer care that has been shown to my partner and I.

If anyone has a director level contact address I would appreciate it also.

Many thanks and apologies for the long post, sometimes you just have to share a bad experience so another person doesn't go through something similar

mobilejunkie

Sounds pretty normal to me. As a long-established customer that's exactly what you can expect if you join Vodafone. The people on here are the ONLY ones in this organisation who give a damn about customers and actually do anything. The alternative is for you to continue calling, demanding to speak with a manager, being promised callbacks which NEVER come and - oh, yes - meanwhile the problems will get worse and instead of solving anything you'll end up in a worse state. THAT'S how they treat existing customers...!!!

Maybe you had a lucky escape - provided you don't end up getting charged for something you have now decided you don't want!

diamonds

I first was with Vodafone in 1993 they were excellent in the last ten yrs I've dealt with Vodafone in several countries....all disgraceFALL

Vodafone

Hi woodie01,

I will be more than happy to look into this for you. If you can send me an email to the address here with WRT135 FAO Heidi in the subject, I can then take a look at your account to help resolve this. I am sorry to hear that after so many attempts, this has not yet been done for you.

Hi Maudsy,

So that I can look into this for you in more detail, could you also send me an email to the details above. I can then look at getting this resolved for you.

Hi newtoforums,

Apologies for the late response, I have been out of the office.

As I have previously mentioned, I was unable to see the exact dates of when the marks were logged on your credit file, hence the clarification needed. The information that I originally provided was correct and I have confirmed this in email to you. I had not specified exact dates when I provided the original information, merely the months where the issues had occurred. If you need any further clarification, I am more than happy to provide you with this. Simply drop me a further email and I will help in any way I can.

Hi ShaunInLeeds,

I am sorry to hear that you have not had your issue sorted out. You have mentioned that you have already been in contact with my team. If you could let me know your email reference number, I can take a look into this for you.


Hi LittleMissRolo,

I am sorry to hear that you have experienced problems getting this resolved. If you could also drop me an email via the details in my post to woodie01, I will be happy to look into this further for you.

Many thanks guys,

Heidi
Web Relations Team
Vodafone UK

janey1975

Wanting to know how many other people this has happened to and how long it took them to get it back.
I went online to pay my bill on the 11/10/11 however this website isn't the best at loading information in my opinion. So having filled in the form I pressed the PAY MY BILL tab and nothing happened no loading message or didn't go onto another page like normally I would expect because I love shopping on the internet. (never again on this website) I then pressed the PAY MY BILL tab again and yes it went through.

I then went to pay another bill on the 12th knowing I had enough funds left but it declined and then I checked my account seems pressing the PAY MY BILL tab more than once means it debits it again :mad: :mad::mad::mad::mad: and lucky I didn't press it again because they tell me at VODAFONE it will take it again everytime. Hmm they know this but they will not warn their customers about this glitch.

Anyway I rang 191 and spoke to someone on the 12th and I explained that I had been charged twice they say it is my fault:mad::mad::mad::mad::mad: because I pressed the PAY MY BILL tab more than once and it happens to their customers all the time, but someone from there refunds dept will call me back within 48hrs to take my card details because surprise surprise no one at Vodafone can see my card details. Well guess what? 48hrs passed and no one did call me back infact its now the 17th, yes five days later and I rang them and now they say there is a back log at there refunds dept (yeah right like it actaully exists). I have now contacted my bank and asked them to do a call back charge which means they have to pay it back to me.
:mad::mad:My advice to anyone this happens to - don't waste time waiting around for these ppl to call you back and call your bank for a refund immediately. Because they don't actaully care about their customers, otherwise they would refund when you call them in the beginning.. they can take payments but not refund.

HOW CONVENIENT for Vodafone and what a very good strategy!!:T
Please be very aware!!!

wouldbeqaulitymoneysaver

Lurking Hi folks!:beer::beer::money: I hope to transfer Contract 24 months to my Iphone 3GS to save money but have same services on my Iphone ie in terms of Apps like SMS to Email whatever it's called so as messages go in and out they are immediately emailed to my Gmail.

Vodafone

Hi janey1975,

I am sorry to hear that you have had the payment taken twice.

If you haven't already had the refund processed, I will be happy to get this actioned for you. Drop me an email to the address here with WRT135 FAO Heidi in the subject and I will help to get this resolved.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Vodafone

Hi wouldbeqaulitymoneysaver,

If I understand correctly, are you looking to get your Google Mail account set up on the iPhone?

If so, you can do this by going to settings, mail and add account. You will then need to fill in the email address and password and it will sync the account.

Thanks,

Heidi
Web Relations Team
Vodafone UK