Vodafone complaints

emz_30

melanie858 wrote: »

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?

They claim to record all phone calls, which is what they tried to threaten me with when they claimed they told me something they hadn't, so ask them to find the phone call and get a copy out to you.

melanie858

Thanks to the really kind Heidi from the Web Relations Team my problem has now all be resolved. She saw that the discount was noted on my record just hadn't been applied to my account. She also apologised for the really unhelpful email the customer services had sent me, and that he had ignored the notes on my account about the discount! Luckily I don't have to go through the hassle of asking them to find the recording of the phone call etc!

usuf05

Im really annoyed with vodaone! I have been with them for over 4 year i think now and have always had my current price plan which gives me 500 xnt min + 50% free 250 txts and stop the clock I pay extra for internet and 0870 on a 12month contract. No my contract is due to end on the 08/11/2011 and they are not allowing me to upgrade to a new handset and keep my old price plan! talk about a slap in the face for loyal customers! I really wanted to get the Nokia lumia 800, but the 'new' 12 month price plans they want me to change to do not work for me and also alot more than what i pay at the minute.
I am very tempted to jump ship and go to 3 because at least with them i do get unlimited data! Can a vodafone rep please get in touch with me to see if they can help me before I leave forever.
cheers

nuttygirl2105

I'm on Vodafone PAYG and was using their music subscriptions earlier this year. I had so many problems with them, I would download a track on my phone and it would say there had been an error and to click on the link to take me back to the homepage, I clicked the link and 2 credits would be gone, I tried complaining about it sending emails detailing whenever it happened and emailed about 4 times within 3 months, finally got an email back after 3 months and was told that they couldn't do anything as it had taken me too long to complain about it. The first time I complained about it was only hours after I noticed the subscription had been renewed early while I still had tracks to use and I ended up just having to forget about them because it was too much hassle fighting about what had happened!

Last month I decided to use their 10 track subscription offer to get the first month free which isn't meant to be renewed until tomorrow, I had 5 tracks left and when I decided to use one of them noticed the phone said I had 9 tracks left, looked at my account and lo and behold it's happened yet again, they've taken £5 from my phone more than a day before the subscription is even meant to be up! I have used 5 tracks from the subscription pack and sent an email asking for my credit to be returned and the subscription cancelled but it took me hours to send an email through their send an email section because every time I tried I got a page saying there had been an error and to contact an adminstrator! I started trying to send the email at about 6pm and only managed to do it about 11:15pm after several times of trying! I have also copied the email to a Word file and wrote on here as proof of it being sent and will not be happy if it happens again. I fully intend on making an official complaint if it happens again as I'm fed up of being fobbed off and my money stolen.:mad:

Vodafone

Hi usuf05,

I am sorry to hear that you are unhappy with the offer you have had as part of an upgrade. Unfortunately, some of our old price plans have been discontinued as we have released several new ones.

If you want me to help find one that will suit you better, feel free to email me via the address here with WRT135 FAO Heidi in the subject and also include a link to your post.

Hi nuttygirl2105,

If you would also like to email me, I will be more than happy to look into this further for you and help to get it resolved.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

usuf05

heidi i have emailed you but havent heard anything?

nuttygirl2105

I have also emailed you Heidi, I was waiting for a reply to see if the customer service team would help but yet again it seems they don't even understand what I'm asking them. Whenever I email customer services the replies I get don't even sound like what I was asking them to begin with!

nuttygirl2105

This is the reply I got


Hello Cari,

I can certainly understand your concern regarding the free track.

I am really very sorry to say but we would not be able to help you with the credit for this. If you wish we can cancel this on the immediate basses.

I trust the above information helps.




First of all, it was five tracks, not one, and as Vodafone took money early from my phone I am entitled to a refund. How can they possibly not be able to help me with the credit that they took from my phone without permission?

Vodafone

Hi usuf05 and nuttygirl2105,

My apologies for the late response, I have been out of the office until today.

I have received your emails and will be in touch with you both later today.

Thanks,

Heidi
Web Relations Team
Vodafone UK

usuf05

hi heidi i emailed you but you havent called me back since the voice mail that you lefft me a while ago.