Vodafone complaints

Effervescent

On 20th October I noticed I had “unbilled charges” for calls I had made in off-peak time from 14th-19th October. I have 1000 inclusive off-peak minutes per calendar month in my contract and I had only used around 120 minutes during that month. I contacted Vodafone immediately by phone and by email to tell them about their error.

On 31st October I was told “You have exceeded your free minutes on 9th October 2011 at 8:30 PM. You have been charged for all calls after this date. You will receive the free minutes for the month of November on 1st November 2011”

Of course I asked what had happened to the other 880 minutes which I hadn’t used and did not get a reply.

Now it is November so I thought good I’ll now have 1000 minutes to use, let’s forget about last month. To my dismay when I go into my account records today (3rd November) I find I have been charged for off-peak calls on 1st and 2nd November.

Another call to their India call centre and they say my contract has expired and said I would have to switch to a new contract. How can they suddenly end my contract without telling me? Can they do this? Is it true I need to switch to a new contract or are they just incapable of charging correctly?

They keep saying “get back to us once your bill get generated; then only I will be able to comment on the charges” Why should I pay for something that I should not have been charged for in the first place and which I have told them about? Can I cancel my direct debit to avoid these incorrect charges?

They say “Also, before a charge is applied to your account it goes through several checks” Why can’t they correct it now before the bill is issued?

FYI I have been a Vodafone customer for a very long time and have never previously had any problems. They even gave me a weekend ticket to the F1 Grand Prix at Silverstone this year – maybe they’re trying to get their money back for the price of the ticket!

grumbler

Contracts don't expire, but bolt-ons can expire. How have you got your 1000 landline minutes bolt-on and on what terms?

Effervescent

They aren't "bolt-on" minutes and they are to vodafone numbers as well as landline (with the usual 0800, 0845 exclusion). They have always just been included in my contract

richard_sideways

I, like others in this thread have been caught in Vodafones "This service is free for 3 months" trick. A service got added to my account when I last upgraded without my knowledge and I never noticed - not that I could've used the service anyway as I don't have a dataplan on my contract. But thats not the galling thing, I should've noticed this earlier; The truely irritating thing and the reason why after 7 years with vodafone i've got my PAC code in front of me and am looking for a new provider is the absolutely dreadful indifference i've received from their call centre. The first time i had casue to complain was after one of Vodas cold calls about getting me to sign up to a dataplan (incidently before the latest debacle) I was told i'd been using over 15mb of data a week and i should be on a plan for only £x extra per month - i queried this directly through a branch who confirmed i'd not used any data at all. I called Customer Services to find out who and why this call had been made, promises were made to investigate and get back to me... Nothing... chased, and each time apologies and more promises, but no response. This latest time, the same story promises of investigations, promises of call back, never following through.
I'm out of pocket through this last issue, i've had about £15 back as compensation. But it's not the money, it's the poor service that really grates. Shabby.

mexlup

Vodafone_company_representative wrote: »

Hi mexlup,

If you drop me an email to the address with WRT135 FAO Heidi in the subject and include a link to this thread, I will be happy to get this resolved for you.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Hi Heidi,

I sent you an email several days ago. Can you confirm if you received it?

Kopite73

Can anybody comment if they're aware of Vodafone offering any sort of discounts / price reductions to existing customers when they renew/upgrade contracts ? I've been with Vodafone for 20 years now (some would say, more fool me) but having spoken to Vodafone they're claiming that they "are not allowed" to be flexible.

grumbler

^^ Strange place to ask such question, but here you are: Vodafone Retention Deals

mobilejunkie

Kopite73 wrote: »

Can anybody comment if they're aware of Vodafone offering any sort of discounts / price reductions to existing customers when they renew/upgrade contracts ? I've been with Vodafone for 20 years now (some would say, more fool me) but having spoken to Vodafone they're claiming that they "are not allowed" to be flexible.

Maybe you're very lucky; there's a regular stream of people who are, indeed, offered a much better deal. The only trouble is, some time down the road (though never too sure why they don;t pick it up immediately!) they discover they've been shafted and the deal they agreed to isn't the one they got.

If nothing else, don't say you haven't been warned!

alisong_2

Another extremely unhappy customer here :mad:. I have a contract for £8.75pm but my last 3 months dd's have been for bills totalling over £1,200!!!! Despite contacting vodafone CS and then taking the 'phone to the shop and numerous attempts to chase they have completely failed to address the issue. E-mails are not read or answered properly and if they threaten me with an early cancellation charge again, well.....................:mad::mad:.
Be warned, never deal with them, I certainly never will again.

Vodafone

Hi guys,

Apologies for my delay in jumping back on this thread.

I can see that a few of you have had some problems either relating to orders or accounts. I will be more than happy to help resolve these issues.
If you can contact me personally via the address here and include WRT135 FAO Heidi in the subject and a link to your post, I will get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK