Vodafone complaints

Toe-Jam

majimoto wrote: »

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BUT, as a punishment, Vodafone have now withdrawn the 'discount' previously applied and almost doubled the bill from £23 to £43 per month.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.

This is a common misconception when getting discount on tariffs. You enter the contract having negotiated a discount on the term of the contract. The term was 18 months, after which it will revert to the full price and continue on a rolling term

grumbler

majimoto wrote: »

...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....

The payment is taken for the next month in advance. If she uses the PAC before it expires they have to send her the final bill and make a pro-rata refund.

grumbler

musical_norwich wrote: »

It is hard to see why Martin lets you in here...

Will you feel better if they leave? At least they do something unlike the rest of their failing CS. It's not their fault that they have to obey the company's policy and to keep their mouth shut about the increase in prices and related cancellations.

mobilejunkie

Agreed. They are the ONLY people who get anything sorted - no matter how long it may take. It SHOULDN'T be necessary and I don't like calling on anyone for help - but Vodafone is simply SO bad that without it you'd go round and round banging your head against a brick wall until hell freezes over.

waribai

Well where do I start with all this? After 5 years as a PAYG customer with a very basic phone, I decided to take the plunge and get a contract. This was because I was starting to use the phone more and also I wanted to upgrade to a new phone for the birth of our daughter.
I saw the HTC Desire S online and purchased this via the online store. This arrived on August 15th and I was extremely happy with it except for one thing....The vibrate function would not work. This is extremely important to me as I often work in noisy environments. I contacted vodafone and was told to take it instore. To cut a long story short after talking endlessly with various shop assistants it was decided that the best course of action was for me to send it to the vodafone repair centre. This I did and after two weeks was told that it was now reparied and being sent back to me. Two weeks later the phone had still not arrived back so I contacted vodafone.
It was then realised that the problem was it had been sent to the wrong address and therefore royal mail was now sending it back to vodafone. Vodafone assured me that as soon as they got it back, it would be delivered to me immediately. Another two weeks and still no sign of the phone so I contact vodafone's call centre again.
"Yes, it has just come back in today, we'll send it out immediately to the correct address"
1 week later no phone still so I call the (expensive) call centre again! "sorry, we can't find your handset so we will send you a replacement instead BUT the HTC Desire S is currently out of stock so as soon as the phone is available again we'll send it to you"
1 week later and yes, STILL NO PHONE.
This is really unacceptable. I have now paid 3 months of a 24 month contract for a phone which I have been unable to use properly. In the meantime our daughter is due to be born next month and the phone I wanted to take photos/videos of her first days cannot be used. If anyone could advise me on the best course of action now I would really appreciate it! Safe to say at the moment I am counting down to the end of the 24 month contract!

diamonds

mobilejunkie wrote: »

Agreed. They are the ONLY people who get anything sorted - no matter how long it may take. It SHOULDN'T be necessary and I don't like calling on anyone for help - but Vodafone is simply SO bad that without it you'd go round and round banging your head against a brick wall until hell freezes over.

12 votes and nearly 60% vote TERRIBLE, near 85% poor or terrible ! says it ALL !!!

diamonds

waribai wrote: »

Well where do I start with all this? After 5 years as a PAYG customer with a very basic phone, I decided to take the plunge and get a contract. This was because I was starting to use the phone more and also I wanted to upgrade to a new phone for the birth of our daughter.
I saw the HTC Desire S online and purchased this via the online store. This arrived on August 15th and I was extremely happy with it except for one thing....The vibrate function would not work. This is extremely important to me as I often work in noisy environments. I contacted vodafone and was told to take it instore. To cut a long story short after talking endlessly with various shop assistants it was decided that the best course of action was for me to send it to the vodafone repair centre. This I did and after two weeks was told that it was now reparied and being sent back to me. Two weeks later the phone had still not arrived back so I contacted vodafone.
It was then realised that the problem was it had been sent to the wrong address and therefore royal mail was now sending it back to vodafone. Vodafone assured me that as soon as they got it back, it would be delivered to me immediately. Another two weeks and still no sign of the phone so I contact vodafone's call centre again.
"Yes, it has just come back in today, we'll send it out immediately to the correct address"
1 week later no phone still so I call the (expensive) call centre again! "sorry, we can't find your handset so we will send you a replacement instead BUT the HTC Desire S is currently out of stock so as soon as the phone is available again we'll send it to you"
1 week later and yes, STILL NO PHONE.
This is really unacceptable. I have now paid 3 months of a 24 month contract for a phone which I have been unable to use properly. In the meantime our daughter is due to be born next month and the phone I wanted to take photos/videos of her first days cannot be used. If anyone could advise me on the best course of action now I would really appreciate it! Safe to say at the moment I am counting down to the end of the 24 month contract!

Email Vodafone & Ofcom in same email and ask for cancellation....I done it with 3 - denial to access the service fully AS 3 had lost my (ironic) HTC phone whilst in for repair - I got the phone back after almost 6 months !!!!, then only then I paid first 2 months for when I had the handset & sim working (cut off for non payment due to not having a 3G phone) and I refused to pay more. I got a apology, my handset back & free unlock as I failed credit check (yes 3's account was defaulted & I could not even pass a 1 month contract credit check with 3 !) and the default and late payments removed from credit file aswell as 22 months wrote off of the remaining contract cost as 3 broke the terms by not supplying me with my handset, nor replacement to use my sim to access the services per our T&C nor credited me for the months they did such, they then cut off my sim and disallowed me a replacement for the arrears that THEY were meant to be crediting each moth my handset was missing.

Three were arguing they did not withold my phone the repair centre did, I told them legally that contracted repair centre is YOUR responsability as YOU choose it, you are liable for it missing through YOUR contractor & the fact remains I have no access to 3 network before or after you disconnected my sim - not me breaching terms, YOU 3 - always polite and insistant it took months of calls every other week to them and explaining to 3's appointed debt collection agancies - but they finally admitted liability & I paid my first two months bills, they closed a/c and the rest - and that was India, not UK staff (SHOCK!)


Palava indeed.


HTC repair centre lost phone!, familiar ?

On a side note! guess what UK network is moving their closing down UK based third party customer call centres to the same company 3UK uses after the two international giants merged subsiduary companies down under ? http://www.3globalservices.com/nodes/home


Vodafone - Power to WHO ?

samuir1974

Just to add to the thread - have been a loyal Vodafone customer for many years but just reached the final straw now.
Havent taken a phone off them in 2 years or more and early this year requested changing to a monthly SIM only rolling contract to try and save some cash to afford the new iPhone 4/4S. Salesperson was specifically asked if i could upgrade phone at any time - YES!

Tried to renew a monthly deal with added text and data, and told its too early in my 12MONTH SIM contract!!!!
£55 fee for this; or £50-odd to pay up my term and cancel!!! Customer rep was of no help, unsympathetic and
in parts just down right rude and speaking over me.

I asked to speak with a manager. I was told it wouldnt help to do so and that i had been given all relevant information.
I asked to speak to Customer Complaints department and was told there wasnt one. Sooooo frustrating.

Cant believe they are turning away a good customer ready to pay for an iPhone and £30+ a month.
Glad i'm now on the £10 minimum until i can change operator. Still shocked that my custom is held in such low regard!

:-(

Vodafone

Hi guys,

I can see that a couple of you have posted relating to some issues you have had recently. I am happy to deal with these personally and help to get them resolved.

If you wish to get in touch, you can email me via the address here. You will need to include WRT135 FAO Heidi in the subject and a link to your post on this thread so I can pick it up.

I will always help in any way I can do to get any ongoing issues sorted out.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

mexlup

I am sick to death of trying to deal with customer service at Vodafone. The staff seem to completely ignore what you have told them and they ignore everything that's been said in previous correspondence. 3 months ago I was overcharged by £45 on my bill. After emails backwards and forwards of them denying I had been overcharged, I was able to give them proof of overcharging (by phone records to show I had signed up to Vodafone traveller). They agreed and promised to give a refund. 6 weeks passed and nothing. I contacted them again and was told the case had been accidentaly closed and they would reopen it. They reopened it and instead of refunding me, put an EXTRA charge on my bill for £9.42. I was furious about this and again went through everything to explain again what I shoudl be refunded for. Today I receive an email telling me I have now been refunded £7 and the case is now closed!!!