Vodafone complaints

Vodafone

Jon_01 wrote: »

I can tell you from experience that they will not be interested in anything to do with Quidco (for a start the contract is between Voda and Quidco, yours is with Quidco, so nothing to do with Voda).
I've been waiting for 2 years for them to sort mine out, Quidco don't do a lot and Voda seem to think if they just ignore Quidco it'll go away...

Hi Jon 01,

Have you tried raising this with the Quidco representative on here at all?

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

Kerry1987 wrote: »

Hi

I wonder if anyone can assist me in an issue I am currently having with Vodafone.

My contract recently expired with Vodafone. My partner works with O2 and was able to provide me with a better deal that which Vodafone had offered to up-grade me to. I therefore contacted Vodafone to request my PAC code. A few days later I received a call from Lisa in their Retentions Department who advised she could offer me 600 minutes, unlimited text messages, unlimited internet browsing for 18 months at £24.50 per month including VAT.
At that point I had not chosen a new phone so Lisa agreed to call me back that weekend in order to give me time to find a phone I liked.
I never received the call back from Lisa, nor did I receive my PAC code.

A few weeks later I contacted Vodafone again and requested my PAC code again as they were now unable to match Lisa's offer. Again I received a call back from their Retentions Department and after much discussion the operator offered me the up-grade that Lisa had previously offered me: 18 month contract with 600 minutes, unlimited texts, unlimited internet for £24.50 per month INC VAT with a Samsung Tocco Ultra Edition. I confirmed this was the contract I was being up-graded to on more than 3 occasions with the operator.

The next day I received my new handset, and a few days later I decided to check my Vodafone on-line account to confirm the new package I was on. I was shocked to find that free unlimited internet browsing was not showing on my account (especially as I had been using the internet thinking I was getting this for free now). I contacted Vodafone and was advised that they would up-date my account immediately to reflect this and again i confirmed with the operator that I was on the contract stated above which he agreed.

Yesterday I logged into my account again to view my bill on-line. I found that my basic line rental was £21.28 per month + vat (therefore the £24.50 I had agreed to). However this only included 600 minutes and unlimited texts for 18 months. I was being charged separately for the unlimited internet browsing at £5 per month + VAT.

I contacted the customer services team and spoke with Syda and explained the situation to her thinking a mistake had been made on my bill. She advised me there was no mistake. She then proceeded to try and sell me another contract in order that I would only be paying the £24.50 per month. She offered to reduce my minutes to 500 or extend my contract to 24 months. I advised her on a number of occasions that I simply wanted the contract I had agreed to. She told me she could not do anything for me.

I requested to be passed on to a team leader/manager/someone who could escalate my call further as Syda had advised me there was nothing more she could do for me. She advised me there was no customer facing managers I could speak with and she was the only person who could deal with my call, but the fact remained she could not help me get the contract that I had agreed to. I wanted to escalate the call as essentially I had been up-graded under false pretences. She refused.

I therefore requested a copy of the call recording/call transcript. She told me it was 'against the rules' for this to be issued and that it was 'against the rules for them to listen to the calls'. She advised that the calls are recorded only for training purposes. I myself have previously worked in a call centre environment and as mentioned previously my partner works with O2 therefore I am more than aware that if I request a copy of the call transcript (subject to a small fee) Vodafone are obliged to provide me with this.

I have logged an enquiry with Otelo, and also plan to speak with Ofcom on this matter for advice.

I am unsure if anyone has any further suggestions as to how I can get this matter dealt with fast and efficiently as every time I contact Vodafone they refuse to allow me to speak with someone who can escalate my call or even to get me a call back.

Regards

Kerry

Hi Kerry,

Have you been able to get this sorted out yet?

If not, could you send us an email using the 'Contact us' form on the Vodafone website?

When sending your email you'll just need to state 'FAO Web Relations' in the subject bar and within the body of the include the link to the thread and the code FIT135?

Once we've got it we'll get back to you as quickly as we can.

Lee

Web Relations Team

Vodafone UK

Vodafone

banjogav wrote: »

I have been a customer of Vodafone about 10 years and during that time I have never had a problem or complaint. Until recently. I live in an area where I have always had uninterrupted signal (2G and 3G). Hardly surprising since the mast is about 50yds from my front door. Since the 9th of July I have had zero signal whilst at home. I called Voda on 191 and they said yes the cell was down and that they were aware and it should be up and running soon. It is now the 22nd and still no service. I have made several phone calls to them and been fobbed off with bogus time frames and the promise of compensation but 2 calls in particular stand out. The first involved a very arrogant and self satisfied female individual who told me that they DON'T guarantee a service in any particular area. When I pointed out that in that case I may not be able to guarantee payment she said to go ahead and that I would be placed in the hands of a collection agency and suffer the attendant damage to my credit rating. I said that what she was in fact saying is that I should like it or lump it. She pointed out also that I had a MOBILE phone and that I should go to an area where I can get a signal. She was not interested in the fact that up until the 9th I had 100% signal. The other call involved a young lady who told me that the engineer has logged the cause of the outage as trees blocking line of sight from the mast. I told her that as I was speaking to her I was looking at the mast and that there were no trees and that if that is true then they must have grown overnight. She replied " yes, that is what has happened "!!!!!!. I can cope with being spoken to rudely but being treated like an imbecile I won't tolerate. The majority of mobile phone customers in the UK don't live in line of sight of a phone mast so how did she think that excuse would ever be acceptable. I have emailed customer services but I doubt I shall receive a reply. I intend to leave Voda at the end of my contract. :mad:

Hi banjogav,

Has your airtime service returned yet?

If it hasn't I'd be happy to take a look into this for to see what's happening if you could send me an email via the instructions I posted for Kerry?

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

fatboy88 wrote: »

I had my doubts about the new web relations team but have to admit they are a lot better than the normal ones you speak to via 191. They are a bit limited in what they can do but at least they are polite and try to resolve the problem.

The guy was so polite i'm not sure to call back as they have removed my discount early and cost me £10

Hi fatboy88,

Could you send us an email by following the steps I've posted above we'll take a look at this again for you?

Thanks,

Lee

Web Relation Team

Vodafone UK

Vodafone

terakris wrote: »

Im having a nightmare with vodafone (well since i first got the phone really). I was plagued with "your contract is due to expire, and we would like to offer you an upgrade" calls from random companys... as early as 3 weeks after owning the phone. Someone clearly sold my details on to these companys - this eventually got sorted after i got quite stroppy on email about changing my number which they did. After this change, ive had billing problems online, or rather the fact i cant see my bills...

For some reason they started sending me paper statements and then decided to say if i dont switch to online, they would charge me! I didnt request them in the first place, so i go online to switch back over, and their website wont let me (errors displayed). I have to contact them again to get this sorted, and now for the past few months ive not been able to see any bills online... so again, they decide to send me another paper statement after i complain... I dont want a paper statement, this isnt 1994 lol!

Ive got about 6 months left on my contract, im pretty convinced im just gonna leave them soon, possibly pay the cancellation fee, and go with someone else. I was with 3 for years and didnt have one problem... before that 02 and the same, no problems... maybe they are all bad now or im just getting grumpy in my old age lol, who knows! :cool:

Hi terakris,

If you'd like us to take a look at this could you send us an email using the instructions posted for the other guys above?

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

Hi MonkeyD and deekmcc,

If you'd like us to take a look at things for you could you both send us an email using the instructions posted above?

Hi seanie2121,

Has your query been resolved yet?

If not, could you do the same for me?

Thanks,

Lee

Web Relations Team

Vodafone UK

ricflairandy

Im having a nightmare.

Upgraded back at the end of feb, wish i hadnt!. I agreed on a deal that would be £25 a month yet every month since (and again on my latest bill) im being randomly overcharged. Yes i can ring up and they will sort it out but its not the point , i shouldnt have to do this. Its driving my nuts, and each time they promise that it will not happen again. My latest bill has come in and is £30. So yet again im going to have to call up vodafone, sit on a waiting line for 20 mins before i eventually get through to someone who will promise me they will sort it out, yet wont.

Add this together with the fact that in my house and locally my signal goes between 1 bar and nothing, and im feeling completely ripped off. Ive come close to launching the phone a few times with frustration as im on the phone to someone and it cuts me off because of a lack of signal.

Vodafone are atrocious!

mobilejunkie

I suspect the reason they've suddenly made an appearance on here is because of the recent volumes of people posting complaints. Would be much more convincing if they actually provided proper customer service so that people didn't have to vent their anger and frustration on here - but it seems unlikely as this is a cheap and easy way to appear to care when (in reality) they don't!

deekmcc

deekmcc wrote: »

Just recieved new nokia 5800 which was agreed yesterday by retention dept.
Meant to be £10 per month for 24 months with 150 minutes and 500 text with 3 months free internet thrown in.

However new handset just arrived and no contract details just despatch note , called vodafone and was told contract was just under £16 per month for 24 months so i will be sending handset back once pre-paid envelope arrives shortly.

Been with vodafone and quite happy as i have 2 vodafones and oh has 1 so they will be losing 3 contracts after this , people should be sacked for this as it nothing short of fraud.

[QUOTE=Vodafone company representative;23658477]Hi MonkeyD and deekmcc,

If you'd like us to take a look at things for you could you both send us an email using the instructions posted above?

I did send email with all asked for even added post number/s and they replied saying they never knew what i wanted , very impressed - i just want my pac code now.

Vodafone

ricflairandy wrote: »

Im having a nightmare.

Upgraded back at the end of feb, wish i hadnt!. I agreed on a deal that would be £25 a month yet every month since (and again on my latest bill) im being randomly overcharged. Yes i can ring up and they will sort it out but its not the point , i shouldnt have to do this. Its driving my nuts, and each time they promise that it will not happen again. My latest bill has come in and is £30. So yet again im going to have to call up vodafone, sit on a waiting line for 20 mins before i eventually get through to someone who will promise me they will sort it out, yet wont.

Add this together with the fact that in my house and locally my signal goes between 1 bar and nothing, and im feeling completely ripped off. Ive come close to launching the phone a few times with frustration as im on the phone to someone and it cuts me off because of a lack of signal.

Vodafone are atrocious!

Hi ricflairandy,

I'd like to take a look at this for you to see why you're having these problems each month and what needs to be done to resolve this.

Could you send me an email with your details using the 'Contact us' form on the Vodafone website and within the body of the email state the code WRT135 and the link to this thread?

deekmcc wrote: »

[QUOTE=Vodafone company representative;23658477]Hi MonkeyD and deekmcc,

If you'd like us to take a look at things for you could you both send us an email using the instructions posted above?

I did send email with all asked for even added post number/s and they replied saying they never knew what i wanted , very impressed - i just want my pac code now.

Hi deekmcc,

That's strange, could you PM me your email address so that I can locate your email and see what happened?

Thanks to you both.

Lee

Web Relations Team

Vodafone UK