Vodafone complaints

dreamerbala

Hi Heidi,

I am an RBS employee. I have signed up for a 24 month contract on 17-November by calling telesales. When signing up, the person confirmed that I will indeed be able to avail the discount after signing up for the contract (£36). However, after applying for the same, I got a reply saying that the plan was not eligible and hence rejected. I then called up Customer service to enquire about the same. This time, I was told that it I was wrongly put in a different plan. They changed some details and then told me that I should be able to apply for the plan. Following this conversation on Saturday (03-Dec), I applied again. However, I have again got back a reply stating that the plan is not eligible.

To add more confusion, my plan now shows up as £40 (Apparently one of the CS personnel changed this without my consent). But, this has been sorted out (I hope) by calling up Customer service. The person kindly gave me a £4 discount to set this issue right.

Every department of Vodafone seem to be disconnected with each other. And if there is a problem that involved multiple departments like mine, they keep sending us in loops.

mazxx1

Guys, i have reached total desperation point with Vodafone now and would be grateful for any advice you can offer:

Im a vodafone business & personal customer & decided when the new iPhone 4s was released to upgrade my personal contract with them so i could enjoy a nice shiny new phone!!

Was extremely happy with the deal, and even understood the need for me to shell out over £200 for the privilege. This sadly is where my understanding has stopped.

3 days after receiving the phone the microphone stopped working; it is therefore impossible to make and receive calls. No problems i thought, a quick call to Vodafone and I'm sure they will send me a replacement out! How wrong i was!

Having been told they have no 4s's in stock, they suggested i visit an apple store for a replacement phone! I did visit the Apple store, to be told yes there is a problem and the phone is irreparable, but they would not exchange it for a new phone, and i would have to wait until after 30days for an exchange to a refurbished phone! (i understand this as my argument is not with the Apple Store).

Further calls to Vodafone have resulted in me continuously being told there are no phones in stock and i need to keep calling every few days to check on stock levels!!!!!!

Finally last night i spoke to their team to be told that they would have to get a manager to look into the replacement as i was now past the 28 days replacement period!!!!!!!!! i was speechless!

I can assure you the £25 credit they have offered is in no way compensation for their complete disregard of their customer.

To make matters worse, my sister who has also ordered an iPhone 4s from Vodafone, had hers delivered last week after ordering it later than me!

Im at my wits end, can anyone suggest how i can resolve this; what my rights may be. Thankfully i have been into a Vodafone store and have the problem recorded on my file after about 6 days, so there should be very little argument over this.

Apologies for the long winded message; its exasperation that has made me get it all out!!!

Maz:mad::mad::mad::mad::mad:

mobilejunkie

If you read the thread all the advice you need is on it. Over... and over... and over...

Effervescent

Effervescent wrote: »

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!

Am pleased to advise this now seems to have been sorted out. When my October bill was issued they credited the incorrectly charged calls before taking the money out of my bank account. Now its December they have given me my 1000 included offpeak minutes. I just need to make sure I am not incorrectly charged for November. I seemed to get better sense from Vodafone by contacting "Customer Care" by email rather than on the phone.

mobilejunkie

Of course; my mistake. I'm sure I should waste my time reading to find any of the repeated posts you need when it's you who have the usual problem. You obviously prefer those who help to do everything for you.

gjchester

Carter wrote: »

Im so annoyed with Vodafone I'm ready to leave.....

No problem, your termination fee will be your line rental x the no of months left.

Carter wrote: »

I went abroad and used data each day. I received a text stating I'd be allowed 25mb for a daily fee, which I didn't go over.

I can't hang around waiting for then to pay me back bearing in mind they can't get to their phones to answer calls.

Can you be sure of not being in two countries signal wise, and the amount used? Due to the nature of the EU it's possbile to be in on country and be using anothers network, as you can roam on to either is possible your phone could flip between Belgium and France on a boards and you could be using both. It's even posible to be in places in Kent and you phone try and use the French networks

It's also possible that background updates on a phone use far more than the allowance you had and if you had roamed network they would not be tallied until they both reported back to Vodafone.

In terms of payments please don't take this the wrong way but you will not be a priority, the details need to be checked and record reviewed this usually cannot be done instantly.

Recalling the direct debit was wrong, it has put you from the agrieved party (where you had been charged wrongly) to the party at fault by not paying, you should have written saying you were paying the months under dispute, and waited for it to be sorted out. Effectivly you've broken the contract by not paying and Vodafone could chase you fees and even the totqal of the early termination fee because of it.

I'd suggest you phone up and make payment of at least the normal line rental and put the rest in to dispute, so it's at least clear you are trying to sort this out.

bobbydavro

Heres the letter I have sent today to the two Vodafone CEO's....enjoy peeps!!!!

I have been a loyal customer with Vodafone for more than 10 years now.

Over the last 18 months I have had so many negative issues with the service that your ‘company’ provides it would be too exhaustive to list them all here.

For a start I have had to ring up customer services on many occasions to reclaim unauthorized charges to my account (if you care to check your phone records this can be proved)

The charges have totaled up to well over £100 and the fact that I have been credited back the money only goes to prove the mistake on Vodafone’s behalf.

I find it absolutely disgraceful that Vodafone can add charges to their clients’ accounts and prove no explanation for what the charges are for!!!

I imagine that a large majority of the population do not have the time or expertise to go through their itemized billing with a fine comb and thus are paying the addition fees out ignorance. It is a fact, Vodafone makes a hefty profit out of these unauthorized charges on top of their line rental.

I have two months left of my contract (ending 17th Feb 2012) and regret to inform you that I would like to leave immediately. I have been informed this is possible however I will be charged the full line rental, which seems very unreasonable to charge for a service that is not actually used!

I do hope you can rectify the situation and offer some form of compensation otherwise I will have no other option but to report to the ombudsman, office of fair trading and my local MP’s

Sincerely

mobilejunkie

What's to enjoy? I'm on their side for once!

Annie._2

bobbydavro wrote: »

Heres the letter I have sent today to the two Vodafone CEO's....enjoy peeps!!!!

I have been a loyal customer with Vodafone for more than 10 years now.

Over the last 18 months I have had so many negative issues with the service that your ‘company’ provides it would be too exhaustive to list them all here.

For a start I have had to ring up customer services on many occasions to reclaim unauthorized charges to my account (if you care to check your phone records this can be proved)

The charges have totaled up to well over £100 and the fact that I have been credited back the money only goes to prove the mistake on Vodafone’s behalf.

I find it absolutely disgraceful that Vodafone can add charges to their clients’ accounts and prove no explanation for what the charges are for!!!

I imagine that a large majority of the population do not have the time or expertise to go through their itemized billing with a fine comb and thus are paying the addition fees out ignorance. It is a fact, Vodafone makes a hefty profit out of these unauthorized charges on top of their line rental.

I have two months left of my contract (ending 17th Feb 2012) and regret to inform you that I would like to leave immediately. I have been informed this is possible however I will be charged the full line rental, which seems very unreasonable to charge for a service that is not actually used!

I do hope you can rectify the situation and offer some form of compensation otherwise I will have no other option but to report to the ombudsman, office of fair trading and my local MP’s

Sincerely

More cant be bothered to check bills and manage an account expect Vodafone to manage the account for them.

All part of the nanny state.

bobbydavro

mobilejunkie wrote: »

What's to enjoy? I'm on their side for once!

Great! you are on the side of the thievin' b*****ds then!!

Nice one