Vodafone complaints

EssexClaire

Vodafone_company_representative wrote: »

Hi EssexClaire,

Although you have mentioned that you are now solely dealing with the Ombudsman, my offer of assistance is still valid. I am positive I can help to get this cleared up.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

Heidi - with all due respect, my faith in Vodafone's Customer Service is now completely non-existant! Especially as you claim to be able to "clear up" this issue when I have already had an e-mail from your colleague Phil in Web Relations on 27.01.12 and also 08.02.12 after I advised of my contcating the Ombudsmen when he advised me that my phone had in fact been in the shop since 03.02.12 (Does nobody in Customer Relations speak to each other or read notes?!)

So....providing the phone is suitable and works when I go to collect it at lunchtime, the only thing I now require is 100% confirmation in writing that both the credit for the repair cost and the 2 months line rental I have been promised is on my account as I requested this from the manager I spoke to recently and have not received it.

light_fantastic

Good news, I received a call yesterday morning just to check some details and was promised an email within 2 hours. Sure enough a email arrived within 2 hours - the handset amount will be credit to my phone account. Excellent - I considered this a big step forward but only part result as I want the money back in my bank account. I emailed them back straight away and asked if this could be done. They have just called and said they will! They will also pay any bank charges I incur. I'm made up!!

EssexClaire

Nice one light fantastic! So good to hear some good news!!!


I also have some partial good news - I have collected the replacement phone and it is as good as new! Just awaiting written confirmation regarding the credits on my account and for it to actually pass without incident and then it's just a waiting game for my contract to be finished! :0)

Vodafone

Hi EssexClaire,

I appreciate that you were feeling let down by the customer service you had received.

I was merely offering my assistance as it seemed that the issue had been ongoing for sometime and you were struggling to get it resolved. Without you emailing your details, I would have no idea who you had previously dealt with.

I can see from your most recent post that this is now cleared up which is great.

Hi light_fantastic,

Really pleased this is all sorted out for you!

Kind regards,

Heidi
Web Relations Team
Vodafone UK

mobilejunkie

It's very sad - and utterly unacceptable - that virtually ANY attempt to go through normal channels is not only completely useless but almost invariably makes things worse. I have yet another in a long line of problems created by Vodafone I am having to sort out. As always, the foreign customer services people send you through multiple menus, don't understand a simple question or statement and then (when it doesn't fit their limited script) cut you off as they tell you to hang on why they go and find out. The second call/attempt was another exhiliarating experience - in the end I gave up and cut them off.

In the last twelve months Vodafone have arbitrarily changed my billing cycle - without telling me, failed to take some direct debits whilst trying to take too large a payment on other occasions, increased the charges on some of my contracts, messed up the temrination at the end of contracts and (the latest) informed me on one contract only by text that I will now happily receive paperless bills unless I contact them. As always, THAT'S where the trouble REALLY starts.

As long as the Web Relations Team has to run around plugging ALL the holes (and they are getting bigger and more frequent) and normal channels treats its customers with utter contempt this thread (and others like it) will grow and grow and Vodafone's name will become completely ruined. I have to say, it should be.

Ellarene

Hi All,
I have never taken to writing in forums but felt I had to after reading some of your experiences I should.

I have been an extremely loyal customer of Vodafone for many years and would never have considered another mobile company until now.

Last November, I decided to take out a second line, it is a 12 month sim only deal for my daughter (26 yrs, not a child), this was to persuade her to move from another network to Vodafone. !I was also due an upgrade which I renewed at the beginning of December, I had made several calls throughout November to check everything. I upgraded my phone the beginning of December, I called a couple of days later to query the contracts as nothing was showing correctly on the online account or phones. The rep had advised me of both contracts, 900 minutes, 3000 texts, 750mb mobile Internet and 750 BT openzone for the sim only deal, the other 900 minutes, unlimited texts, 500mb mobile and 750 BT openzone Internet, both benefited from a promotion that consisted of unlimited Internet until the end of January 2012, I was happy. The following week my account hadn't been updated online, I was a little worried by this, I went onto the website and spoke to a rep via the web chat who confirmed everything.!
Just after Christmas I went online to check the account and the account still hadn't been updated but I had noticed a charge of just over £40. I called Vodafone to query, I was told this was due to going over the mobile data plan, I told the rep about the promo I was advised about a couple of weeks previous. The rep told me the sim only deals did not benefit from the promo, I mentioned to him that it was funny as I was looking at the website and in large bold white lettering against a red background said unlimited Internet for a period for sim only deals, he put me on hold. When he came back he told me that my cycle had changed and that it was no longer from the 1st of each month it now renews the 20th, I was shocked, as I had no idea of this. he apologetic but that didn't help me.
The 'senior supervisor' I spoke with on Monday the 2nd January 2012, told me he would credit all the data charge and I would see the update online as they would have to charge for a bill, this would never happen as I was then told mid January that as I had a new contract I would have to delete the current online account and renew, it took them over 6 weeks to tell me this.!
After January 20, instead of receiving a bill for just over £20 I received a bill for just over £150, I was told this was for going over the data plan which was a shock being as it should have been updated, nooooo! my renews are on the 21st and as we've gone over we have to pay.
I could actually keep writing As nothing's been resolved, I have made over 20 different forms of communication to the CEO, The Director, I have never had a reply to any of my issues just scripted telephone calls and emails. I have request twice for my contract to be cancelled the second time I was told as it was after 70 days there would be a cancellation charge even though they have dragged it out over so many weeks. I have been kept on hold, my phones cut off, the phone put down and even better no one calling back when arranged.!
I have an excellent payment history, I have been loyal yet I have been cast aside. I decided to withhold payment in the hope they would resolve my issues and nothing.!
I have no idea what to do.

I'm so sorry for ranting on.

Vodafone

Hi mobilejunkie,

I know you are already aware of how to contact me. If you drop me an email I will happily help with your issue.

I appreciate your comments with regards to the service you have received. Feedback like yours is extremely important in order for us to constantly improve the service we provide.

If you could include this feedback in your email, I will make sure it’s provided to the relevant areas.

Hi Ellarene,

I can appreciate that this situation has caused you some frustration.

If you have emailed in to us, you should have had a response. So that I can chase this up, can you send me an email to the address here and include WRT135 FAO Heidi in the subject.

If you could include a link to your post and a contact number, I will be in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

dunnieinfriz

I'm looking for some advice with reguards to a on going dispute with Vodafone. I was a Vodafone customer for 13 years up to a few years ago until we parted company because they wouldn't offer me a third line on my account. After a phone call to Orange I landed myself the contract I wanted and all was happy(ish). Fast forward to last October when I got a phone call from Vodafones 'win back team'.The guy said he and his team were ringing up old Vodafone customers trying to get them to come back to Vodafone. After a lenghty discussion, we agreed an amazing deal, and because I had 6 months still to run on my Orange contract, he offered my 4 months free line rental and to buy our old handsets to insure we didnt incur a bill untill the Orange contract ended. Great, shiny new phones on free line rental until April 2012. All was well until a few problems

We agreed on three handsets on various tariffs. The next day only two handsets arrived, after a phone call I was told that new customers could not have 3 lines straight away. After a lenghty phone call later they listened to the recording of the contract being agreed and then promised the deal would be honoured. They then said our credit score wasn't good enough to have a third line on that account so two lines was the max we could have for now (although I do think it was a excuse because we had just been approved to get a mortgage). We were about to get married and I couldnt be bothered as it wasnt majorly important so I got myself a PAYG sim and carried on.

We then started getting charged for line rental so I rang Vodafone to ask why, and I got the usual 'I'll forward this to my supervisor to investigate' etc etc never got called back. Repeatedy rang up same old story. I then made a Direct debit indemdeity claim and got my money back because it should not have been taken from us. Two weeks later the phones get cut off, after a phone call I was told that I had to pay the £42 line rental to be reconnected. I couldn't reason with the guy, he said he would ring back in 30 minutes to help resolve the problem. Three days later and still waiting. They are going to listen to the recording when the contract was agreed, and this could take 10 working days, even though I'd been promosed this the month before!
I have since paid the debt on the account up to date to ensure they don't start effecting by credit rating.

So after all this I want to know

• Under T&C's can I legally terminate my contract because it's been mis-sold. And how do I go about this?
• Who do I complain to?
• Anyone got a email adress/phone number for Vodafones CEO office to save going through the call centres.

Any help would be greatly appreiciated. I know vodafone will eventually buckle and give me my 4 months free line rental but after all the problems I'd rather take my business else where!

mobilejunkie

Vodafone_company_representative wrote: »

Hi mobilejunkie,

I know you are already aware of how to contact me. If you drop me an email I will happily help with your issue.

I appreciate your comments with regards to the service you have received. Feedback like yours is extremely important in order for us to constantly improve the service we provide.

If you could include this feedback in your email, I will make sure it’s provided to the relevant areas.

Heidi
Web Relations Team
Vodafone UK

Hi Heidi.

A long time ago now I established a hotline to your office; having tried twice and failed with the latest issue I used it.

I'm convinced of two things after seeing the same old problems others have reported on here and my own now vast (unfortunately) experience of Vodafone:-

1) With one VERY rare exception, the Web Relations Team are the ONLY people in your organisation who actually give a damn about your customers.

2) Feeding back the non-ending problems CAUSED BY VODAFONE to Vodafone has no affect whatsover. The normal so-called customer service NEVER improves and shows a complete lack of concern on genuine interest in your existing customers - which is why SO many end up on here.

It would be good to actually believe that giving feedback makes any kind of difference,- but it really doesn't. Vodafone continue to do as they want with impunity and all for their own benefit and not the customers'. They continue to promise call backs which never come and waste copious amounts of customers' time in a futile attempt to corrrect all the problems CAUSED BY VODAFONE.

As with all organisations which grow too large and successful, one day all this will come back and bite you - but by then it will be too late. Either Vodafone COMPLETELY changes its attitude, communications and treatment of its customers or one day there won't BE a Vodafone. You will join an unending line of extinct organisations who believed the world evolved around them and nothing and no-one else mattering - least of all the people who pay for their existence.

Ellarene

Vodafone_company_representative wrote: »

Hi mobilejunkie,

Hi Ellarene,

I can appreciate that this situation has caused you some frustration.

If you have emailed in to us, you should have had a response. So that I can chase this up, can you send me an email to the address and include WRT135 FAO Heidi in the subject.

If you could include a link to your post and a contact number, I will be in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Hello Heidi,
I will, in the vain hope you will do something, send an email. I'm unsure what more you require but to be honest I'm open to anything. I have numerous emails previously sent for you to go through.

I'll await some sort of reply and keep the forum updated.

Regards.