Vodafone complaints

doctist

Glad to have my tariff correctly applied and confirmed in writing. Thank you, Heidi.

If only Vodafone customer services were as efficient and capable as their web relations team, then I am sure there would be significantly fewer negative posts from upset customers and many more who were satisfied that their problems had been dealt with competently and reliably.

Vodafone

Hi doctist,

Thank you, the feedback is appreciated.

Heidi
Web Relations Team
Vodafone Uk

mobilejunkie

Perhaps the normal employees who should deal with all your angry customers would "appreciate" the fact that they are so appalling being fed back to them as well.

boatman

Contract over and walked away, did not want to negotiate a new contract after the data fiasco. Any company who tries to walk all over their customers and expects them to accept it deserves all it gets, good riddance.

toonfan99

OK all - on the verge of an ombudsman complaint regarding Vodafone in relation to their advertised worldwide data roaming cap which I understood to be in place from June 2011.

My understanding is that this protection was supposed to be automatically applied to all pay monthly contracts and unless you opted out.

You guessed it - we went to Turkey on holiday in August and got charged nearly £1000 in data roaming costs.

Now I am a patient man, but emailing the Vodafone customer services people has just about pushed me over the edge. I am getting absolutely nowhere fast with this one - they wont answer direct questions, are claiming the cap was removed on one date and then when challenged on previous costs saying they got the date wrong and it was actually an earlier date etc etc Total issue avoidance. Worst customer service I have ever experienced.

I rang the UK call centre this afternoon and faced an equally useless operator who couldnt even tell me how one would go about switching the data roaming cap off....indeed proceeded to tell me the cap was put 'on' in the earlier date that his colleagues had emailed to say was the date it was switch off !

Anyone go any advice on how I get to talk to someone sensible !? :mad:

grumbler

Where is it advertised as 'worldwide'?
The only cap I know is for EU, and Turkey is not a member of EU unfortunately.

EDIT: I stand corrected: found £100 worldwide limit at Vodafone: What is the spending cap on the cost of using data overseas?

Whilst travelling abroad you have a monthly data spending cap of £38 (excluding VAT) within our Europe zone - and £100 throughout our rest of the world zone - to help prevent overspending.

We'll send you free text alerts when you’ve used 80% and 100% of your monthly allowance.

Once you reach the cap limit an automatic data roam bar will be applied, and you won't be able to use any more data abroad for the remainder of your monthly billing cycle.

It's a waste of time to deal with Vodafone telephone CS. Wait for their web reps to reply or just contact them as they advise in this thread.

mobilejunkie

Can't help laughing; someone "sensible" at vodafone other than the web team on here? Really is quite funny!

Right now they can't even get their direct debit payments right; they aren't taking them and they have no idea what they're doing. Normal for them of course - but nice it's a problem they've made for themselves rather than for their customers.

Vodafone

Hi toonfan99,

I will be happy to look into this further for you as I can understand your frustrations so far.

If you email the details to me via the address here with WRT135 FAO Heidi in the subject and include a link to your post, I will get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

emz_30

toonfan99 wrote: »

Anyone go any advice on how I get to talk to someone sensible !? :mad:

Email the CEO's office with your problems, the directors office will contact you back and the team there are alot more helpful and understanding, my problem got solved very quickly.

melanie858

I just made another thread about this, but now I have found this thread, thought I should post here too..


I have been a vodafone customer for years and a couple of months ago renewed my contract to keep the same price plan with a new HTC Wildfire S for £15 per month. I was told on the phone this price would be with a discount applied, which was similar to what I had been paying for the previous 2 years. In fact the man even said to me he was going to add a further discount to mean I was paying £15 per month rather than £16 I was paying before.

However looking at my bills they have been charging me the full £31 per month rather than the agreed £15 per month - basically not applying the agreed discount. For a contract giving me just 150mins/500 texts and a fairly basic smart phone I'm certainly not happy to pay £31 for that - twice what I was paying before!

I contacted Vodafone by email about the mistake and this is there response:

[FONT=Arial, Helvetica, sans-serif]Thank you for contacting Vodafone Customer Services in regards to price plan.

On reviewing your account, I would like to confirm that you have a price plan which comes with 150 minutes, 500 texts, Vodafone Mobile Internet and Vodafone Passport for line rental of £25.83 (excluding VAT). Please note that the price plan is effective from 25/03/2010. There was a discount of £11.91 applied on the price plan till 27/09/2011.

Additionally, I can see that your contract has renewed and new contract start date is 19/10/2011 and end date is 18/10/2013. There is no change in your price plan. If you have proof that you have offered a price plan of £15, kindly write back to us with the proof.

I trust above information helps.[/FONT]

How am I supposed to offer proof of the agreed £15 price plan when this was agreed over the phone? I'm not sure what to do now as I've been misold my new contract - not sure how I should respond to this? I can't afford a £31 per month contract - I've never paid more than £16 per month before.

Any help?