Vodafone complaints

themartian

Took a contract with Vodafone through mobiles.co.uk on 7/9/11, but returned the handset within 7days to cancel and received an email from mobiles.co.uk on 16/09/2011 to advise that a request for disconnection was made which should take 3-5 working days.

A few weeks later, I received a bill from Vodafone. I called my 'disconnected' number to check if it was still active and - surprise surprise, it still was (and still is).

I fired an email off to mobiles.co.uk who have confirmed that the request for disconnection was accepted and actioned by Vodafone (it hasn't) on 16/09/2011.

I called Vodafone to be told the line is still active and they have no record of a disconnection request. I can cancel if I pay the early termination fee. They could not assist any further.

I used the on-line chat facility via Vodafone to discuss further, and sent copies of the cancellation confirmation emails from mobiles.co.uk. I also advised if they check the usage, they can see that the SIM was never used. I was told that Vodafone can't help and the connection was closed.

I'm not really sure where I go here! Any Vodafone employees willing to help?

mobilejunkie

Boy, you've chosen two of the "best" organisations to mess with!

I assume Mobiles.co didn't produce an acknowledgement confirmation (in writing) FROM vodafone? IF so, I'd write a LBA to Mobiles.co giving them 14 days to recompense you for the full cancellation costs of the contract which THEY failed to cancel properly.

If Vodafone DID send written confirmation to them (passed on to you) stating that the contract HAD beeen cancelled you can send the LBA to Vodafone instead.

HOWEVER; the web relations team from Vodafone on here may make that course of action unnecssary. Any other attempt at getting Vodafone to sort this out is doomed to waste your time completely (and possibly make it worse - I can see ways in which they could !!!! it up for you in that way, knowing them). Trying to get mobiles.co to sort it out is also highly likely to be a lost cause. The only thing either organisation understand is firm legal action (failing Vodafone's web relations team, who I believe WILL sort it if you contact them in the oft-repeated way given on this and many other Vodafone complaints threads).

abhishek1031

Hi,



Vodafone seem to have left their sim only customers to suffer to cater to the demand for iPhones which has completely caught them unprepared.



I order sim only contract on Sat 15 Oct, then they asked me ID proof on Sunday which I send them within an hour. I was told the credit check will be done within 24 hours but it took then 2 days and it was completed on 18th. I got a mail with temporary phone number and ways to port my number. I filled their online form and was given today's date for porting.



Now it has been 2 days and Vodafone has not yet posted me the sim, my number has been ported so I dont have my old number as well. I called them after waiting for over 30 min (after trying and giving up twice since yesterday because of the extreme wait) and was told that because of pending iphone orders, my order will be dispatched in a week!



So I dont have my number which means I am losing important business, have to buy a pay as you go and pay steep price to make calls and worst I am paying Vodafone as well since my account has been active since 18th.



I wish to raise this issue with telcom regulator as well for harassment and would advice any non-iphone customer to avoid vodafone because we dont matter to them.



PS: my order reference number is o290511303 in unlikely scenario that someone at vodafone is listening.:mad:

glimmerofhope

Hi
Does anyone have the email for the CEO
I have spent 90 mins today trying to sort out a problem and no-one can help
Long & short... picked up phone/cancelled phone within 24 hours/returned phone special delivery/signed for at address/vodaphone stating not received back and they cannot ring the warehouse to check (??)/collection chasing me for line rental & early termination fee

I am getting left on hold/total manager will call me back etc. Had enough of wasting my time and money sorting out their lack of systems so want a rant at the CEO

Thanks

Vodafone

Hi themartian,

I am sorry to hear that you have had some problems with the cancellation. If you drop me an email to the address here with WRT135 FAO Heidi in the subject and include a link to this thread, I will be happy to look into this for you.

Hi abhishek1031,

Firstly, I understand how frustrating this must be and I am sorry that the experience has been a disappointing one.

If you have still not received the SIM, let me know via the email info above and I will help to get this sorted out.

Hi glimmerofhope,

I will be happy to help with this for you. Could you also email me via the details above.

Thanks guys,

Heidi
Web Relations Team
Vodafone UK

omuman

im beginning to wonder if vodafone adopt a lie thru your teeth approach with their sales team. On the 19th i upgraded to the iphone 4s and i was told it is in stock and will be delivered on the 21st. i received a txt to confirm dispatch and then later another stating it was delayed. I rang on the 20th and was told that i was back in stock that day and would be delivered on the 24th. Its now the 27th and still no sign of the phone. Simply apallaing behaviour.

Does the CEO have a clue about what his staff are doing or is this kind of behaviour towards "loyal customers" sanctioned from the top?

Yolina

omuman wrote: »

im beginning to wonder if vodafone adopt a lie thru your teeth approach with their sales team. On the 19th i upgraded to the iphone 4s and i was told it is in stock and will be delivered on the 21st. i received a txt to confirm dispatch and then later another stating it was delayed. I rang on the 20th and was told that i was back in stock that day and would be delivered on the 24th. Its now the 27th and still no sign of the phone. Simply apallaing behaviour.

Does the CEO have a clue about what his staff are doing or is this kind of behaviour towards "loyal customers" sanctioned from the top?

Nothing new, had the same issue 2 years ago when I had the bad idea of ordering my HD2 through them (the icing on the cake was that while I was waiting for them to send my phone, they also somehow managed to lose the PAC I had given them :rotfl: ). The CEO does know about it, we had a rather interesting conversation about what Voda considers to be "in stock"

omuman

vodafail is a good description, now wish i had never bothered. The thing that gets me is the lies that they blatantly tell potential customers to meet sales targets. how can a major company get away with this sort of behaviour!

musical_norwich

Vodafone_company_representative wrote: »

Hi themartian,

I am sorry to hear that you have had some problems with the cancellation. If you drop me an email to the address here with WRT135 FAO Heidi in the subject and include a link to this thread, I will be happy to look into this for you.

Hi abhishek1031,

Firstly, I understand how frustrating this must be and I am sorry that the experience has been a disappointing one.

If you have still not received the SIM, let me know via the email info above and I will help to get this sorted out.

Hi glimmerofhope,

I will be happy to help with this for you. Could you also email me via the details above.

Thanks guys,

Heidi
Web Relations Team
Vodafone UK

Heidi,

It is hard to see why Martin lets you in here, when your company fails to obey the law when it increases charges mid-contract and fails to give necessary notice or inform customers that they can leave if they suffer material detriment. If Vodafone can ignore the general conditions 9.3 and 18, misleading thousands of consumers, refusing pac requests and demanding early termination penalties to which it knows it is not entitled, why is a consumer champion allowing you to pretend that you work for a company that cares, keeps to its side of a bargain and obeys the law?

Of course, you'll ignore this, just as Vodafone ignores the law. But, if you are a prospective Vodafone customer, ask yourself whether you want a long contract with a Company that will unilaterally increase your charges but not let you leave.

majimoto

Hi,

My wife has been a loyal Vodafone customer for the past 3+ yrs and at one time she even had two contracts running at once. The latest contract ended last month but the sign-up deals offered were not very appealing, so she requested a PAC code. Unfortunately she then missed the billing date deadline before moving to another network and Vodafone took the money by direct debit.

BUT, as a punishment, Vodafone have now withdrawn the 'discount' previously applied and almost doubled the bill from £23 to £43 per month. This price increase happened with NO ADVANCE WARNING.

When we called customer service to try and do something about this (at first I was cut off while being transferred) they could do NOTHING and refused to allow me to speak to a manager/supervisor. The representative said we should have known, from when we took out the contract 18 months previously, that the 'discount' would be withdraw. She made no attempt to sort out the problem in a constructive manner - no refund or alternative price plan offered. She just explained how we were in the wrong and how she was either powerless or unwilling to do anything about this.

Never again.