Vodafone complaints

mobilejunkie

Do you REALLY expect a "manager" to call her? If I £1 for EVERY time people on here (including me) have been told that to wait in vain I'd be rich!

EssexClaire

Well I'm sorry to disappont mobile junkie but a manger has just rung me and even rung me straight back when he had to check something! So FINALLY Vodafone are doing something decent!

Unfortunately they cannot (will not) do what I have requested at the moment but they have agreed something and everything should be resolved within 7 working days.....we shall see though aye!

I'm making sure I get everything in writing - something I would suggest to everyone.

I do have a couple of alternative plans up my sleeve but regardless of the outcome, I will be leaving Vodafone and never returning which after the number of years I have been a valued customer who has always paid on time, always upgraded with and never caused any problems before, will be a shame....

mobilejunkie

Surprised... not disappointed! I did have one phone me back in about 6 months out of dozens of promises... maybe they had word you were going public on here. Let's hope they follow it through to a satisfactory conclusion for you.

EssexClaire

Thanks mobilejunkie - apparently there's a new "programme" that they're doing. He was suitably apologetic but we will see how sincere as and when this comes to a conclusion.

crazy_jade27

Basically, i have been having a great deal of worry over vodafone, i have been nothing but stressed for 2 whole months now!
I had my phone stolen from my bag on my birthday (of all days) 27th november. I was in a bar in cardiff when i noticed my bag was open, thinking i had accidentally left it open, i closed it and my night went on.
As i didnt need my phone all night, i didnt realise i no longer had it, so it wasnt until midday on the sunday, 28th november that i realised it was missing.
Because i live alone i had no phone to call vodafone to block the phone, and my nearest relative or friend live at least half hours walk away. As it was a blackberry that was stolen, and i had a password lock on it, i was told they were the most secure phones available and were wiped when password was entered too many times, sadly it doesnt get blocked too.
Soon as monday morning came around, i came to work and used their phone to call vodafone and the police. By then, the !!!!!! had decided to phone Republic of Guineau enough times to give me a phone bill reaching over £700!!
Now as embarrassing as it is, i did shed a tear or two in work, which caused enough stress for me as it was!!
I printed off all the calls made, all international, and they ended up at this stupid amount of money for me to pay!
Now as a 19 year old girl who has been in her own flat since october, i am no way going to be able to pay this bill, they gave me 6 months to pay it and have cut my phone off, so ive alternatively had to get a payg phone to keep in touch with people. I cannot afford these 6 monthly payments although i work fulltime, living independantly is not cheap by far!
I have a crime reference number from the police so it clearly is a theft, and i have naver once called a number abroad or even costing more than is involved in my tariff!
They can see it is clearly not me and i really dont think i should have to pay this, especially given my circumstances. I know this will wreck my credit rating that i cant pay the bill, but there really is nothing i can do unless i start working nighttimes too! which is obviously highly unrealistic and would probably still not be enough for this company who do not listen after the million and one phonecalls i have made to them!!
Any advice on what to do?
I have heard and read that they can write off the bill as a 'good will gesture' ??

crazy_jade27

Annie._2

CrazyJade as much as I feel really sorry for you, you are liable for all calls made on a stolen phone until you report it and get the SIM blocked. Its in the terms and conditions which you agreed to when you took out your contract.

The stolen phone line where you can get the SIM blocked is active 24/7 and it was your responsibility to get that SIM blocked as soon as you possibly could when you noticed the phone was not in your bag.

You are going to have to somehow pay for the calls made, there is no reason for Vodafone to take the hit when you have admitted you did not call them to get the SIM blocked until Monday morning when the phone was stolen on the previous Friday. Vodafone would have had no way of knowing that the calls were not being made by the account holder when they had not been notified. If you did not have a phone, you could have easily borrowed a friends or popped out and used a good old fashioned pay phone.

kath_g

Crazyjade, Hello to you i can see your point,, how can you report a theft if you dont know it has happened???? Surley vodaphone could see these calls were strange for you, as you say you have never rung abroad before??? i understand its in your contract terms and conditions,but unlike a lot of 19yr olds with money to waste on drugs drink and fags you sound very mature and hard working...Shame it wasnt a credit card stolen you get all help you needed to resolve this then!! Hope someone from vodaphone can help you out as a million pound company maybe have a heart. But i for one will not hold my breath, All the best Post and let us know how you get on

Annie._2

kath_g wrote: »

Crazyjade, Hello to you i can see your point,, how can you report a theft if you dont know it has happened???? Surley vodaphone could see these calls were strange for you, as you say you have never rung abroad before??? i understand its in your contract terms and conditions,but unlike a lot of 19yr olds with money to waste on drugs drink and fags you sound very mature and hard working...Shame it wasnt a credit card stolen you get all help you needed to resolve this then!! Hope someone from vodaphone can help you out as a million pound company maybe have a heart. But i for one will not hold my breath, All the best Post and let us know how you get on

The onus is on the account holder to notify the network as soon as possible, and it was left until Monday morning before the network was called.

No network is going to backdate the claim this is to prevent fraud when the account holder could have made the calls and claiming the phone has been lost.

As soon as a phone is reported stolen it is immediately barred to prevent any further calls.

I also find it hard to believe that a 19 year old did not know the phone was missing. Most 19 year olds are constantly looking at their phones to see if there are any messages, missed calls etc.

Really dont see what krazyjade is complaining about here. She should have reported it immediately and not waited until Monday morning, she has no excuse, the lines are open 24/7 and it should have been her priority to get that SIM barred. If sher didnt report it, what did she expect.

crazy_jade27

I didnt know my phone was missing as i was asleep, i generally dont check my phone when im sleeping.

crazy_jade27

And i dont think you read what i said correctly, it was taken early hours of sunday morning, approximately 1am, not friday like you said? If it had been friday, i would have easily been able to get to a phone in work, but i do not work on sundays, which is why i didnt have ANY way of contacting vodafone.