Vodafone complaints

ECKLEY

Totally had it with this company they make mistakes and have literally made my life hell by not putting them right, the customer service is the worst i have ever used i have even emailed the sopposed top man and got no sense at all out of him this is the email i sent yesterday. `i was prevously in contact with you over a week ago about my situation which breifly is that myself and vodaphone have set a derect debit numerous times and everytime you dont take the money?? i have proof from the bank it is always set up and funds are fully available to take, your customer service team and i resolved this and £15 was knocked off my bill as a gesture ( which was great thank you) but on trying to buy my new dream house i was refused a mortgage because i have a account in arrears on my credit report??? vodaphone. not only did you not take the money but you also updated my credit report with a late payment entry for january which has put my account into arrears??? this is totally your fault and i rang the customer service department on the 23rd of january to resolve this, the man said he fixed it and it would be off my credit report in five working days, great but five working days later it was not , i rang again and spoke to a lady and she said she was sorry and it would take another 5 working days, i asked to speak to the manager and she refused?? yet again five working days later it is not off. i rang again spoke to a guy who didnt even know what a credit report was and put my to someone else who told me he didnt know what the others were talking about as it was going take 28 days!!!!! i asked to speak to a manger and he refused!! at this point i contacted you about this, i had a automated response from you saying you would solve this in 48 hours, that was on the 3rd of feb? i did have a email on the 4th from a joleene tracey saying that she has sent a email to the quality department with urgent marked on it to have this resolved and she said she would get back to me when they replied, that was a week ago and i have spent about a hundred pound buying credit reports to check everyday if this has been resolved and it hasnt, im not asking for much just that you put right what you did wrong to me. is that to much to ask?? its been nearly three weeks that i have not been able to put an offer on my dream house now and i swear if someone else buys this before you sort this out im seeing a solicitor as i believe i can prove that vodaphones ignorance lost me my house. good heading for the tabloids i believe`. dont know why im bothering at all total waste of time.
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mobilejunkie

The ONLY way you're likely to get anywhere is to email the Web Relations Team via the website, putting "WRT135" in the heading. Give them your phone number and ask them to call you back urgently; suing (in this case) is unlikely to be an option, won't get you your "dream house" and has a LOT of downsides.

Vodafone really don't give a damn and won't put it right, but your situation is pretty dire (thanks to a common !!!!-up by vodafone) and (in my experience and all that I've read on here over YEARS) the Web Relations Team is the ONLY part of Vodafone which actually does sort out the mess they have created and try to put things right.

EssexClaire

DO NOT GIVE UP!!!!

If you are 100% positive you are in the right then e-mail Web Relations. If you do not receive a suitable response within 8 weeks (yes I know this seems a long time but it has to be done) then you can go to the Ombudsmen who will assist. I also strongly suggest contacting Consumer Direct (Trading Standards) for extra advice on your rights.

But do be reasonable in your request. Simply ask for what you are entitled to and Vodafone have to honour it or something to the equivalent. Also, stay calm and polite throughout regardless of how stressed you may feel.

I can honestly say that following all this, I have now had a satisfactory result, received a replacement phone and 2 months line rental free (yet to be seen 100%). However I did find out a lot of this information quite late, start the process asap.

HardyRexion

Reading all this, and just listening to a friend of mine at work who is having rediculous amounts of hassle with them over a phone that has been faulty 3 times, I think I will run out my 3 contracts with them and move to Giff Gaff.

2 of my contracts run out by April and another in November.

The last time I upgraded I used the Web relations team to see if they could price match an offer from Phones4u (Galaxy SII, 12 month contract £36 per month with £49 upfront for the phone) and they couldn't, even though the Phones4u offer was Vodafone too!! So Vodafone directly couldn't help and yet they were prepared to pay a vendor commission? :-s

Really lost confidence with Vodafone after being with them for 8 years or more. I know shifting my 3 contracts won't dent their profits but I will certainly feel better. Still if more people feel the same then who knows?

Ellarene

Ellarene wrote: »

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.

UPDATE:
Received a call from Heidi yesterday (Sunday), she told me my complaint had been escalated to the highest division namely Customer Relations and they are currently investigating my circumstances. This does not fill me with glee as I wasn't given a deadline for when the will come back to me so this could drag on and on, what's worse is my phones have now been cut off again. I emailed Heidi this morning 6.26am to be exact and have had nothing back as yet.

Will keep you posted….

Vodafone

ECKLEY wrote: »

Totally had it with this company they make mistakes and have literally made my life hell by not putting them right, the customer service is the worst i have ever used i have even emailed the sopposed top man and got no sense at all out of him this is the email i sent yesterday. `i was prevously in contact with you over a week ago about my situation which breifly is that myself and vodaphone have set a derect debit numerous times and everytime you dont take the money?? i have proof from the bank it is always set up and funds are fully available to take, your customer service team and i resolved this and £15 was knocked off my bill as a gesture ( which was great thank you) but on trying to buy my new dream house i was refused a mortgage because i have a account in arrears on my credit report??? vodaphone. not only did you not take the money but you also updated my credit report with a late payment entry for january which has put my account into arrears??? this is totally your fault and i rang the customer service department on the 23rd of january to resolve this, the man said he fixed it and it would be off my credit report in five working days, great but five working days later it was not , i rang again and spoke to a lady and she said she was sorry and it would take another 5 working days, i asked to speak to the manager and she refused?? yet again five working days later it is not off. i rang again spoke to a guy who didnt even know what a credit report was and put my to someone else who told me he didnt know what the others were talking about as it was going take 28 days!!!!! i asked to speak to a manger and he refused!! at this point i contacted you about this, i had a automated response from you saying you would solve this in 48 hours, that was on the 3rd of feb? i did have a email on the 4th from a joleene tracey saying that she has sent a email to the quality department with urgent marked on it to have this resolved and she said she would get back to me when they replied, that was a week ago and i have spent about a hundred pound buying credit reports to check everyday if this has been resolved and it hasnt, im not asking for much just that you put right what you did wrong to me. is that to much to ask?? its been nearly three weeks that i have not been able to put an offer on my dream house now and i swear if someone else buys this before you sort this out im seeing a solicitor as i believe i can prove that vodaphones ignorance lost me my house. good heading for the tabloids i believe`. dont know why im bothering at all total waste of time.
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Hi ECKLEY,

Thanks for making me aware of this.

I can appreciate your eagerness to get the sorted out as quickly as possible and to enable me to get this followed up for you could you email me with your details via the contact details in our profile page here?

When sending your email you'll need to quote the code WRT135 - MSE Fao Lee in the subject line and once sent you'll receive an automated reply with a reference number.

Once you've received this could you update the thread with the reference number so I can make sure it reaches me?

Ellarene wrote: »

UPDATE:
Received a call from Heidi yesterday (Sunday), she told me my complaint had been escalated to the highest division namely Customer Relations and they are currently investigating my circumstances. This does not fill me with glee as I wasn't given a deadline for when the will come back to me so this could drag on and on, what's worse is my phones have now been cut off again. I emailed Heidi this morning 6.26am to be exact and have had nothing back as yet.

Will keep you posted….

Hi Ellarene,

Thanks for updating the thread with the progress of your case here.

As matters are now in the hands of our Customer Relations Department I'm sure that you'll be contacted again shortly.

Kind regards,

Lee

Web Relations Team

Vodafone UK

craftoholic

Hello,

I am a new vodafone customer, after having a contract with you in my moms name for several years. I wanted to stick with vodafone as I had been pleased with the service. However, I now wish I had made a different decision.
I have an iPhone 4s on a 24 month contract, with 900mins, Unlim text and 750mb data.
Firstly, I have been given conflicting information by a variety of representitives. My contract started on the 17th of January, and I was told I would not be billed until the end of Febuary. However - a bill was taken from my account at the end of January, I spoke to a representative who basically told me tough luck. He also said that on the bill date my allowances would be renewed.
Secondly, I was told at the time of taking out the contract that 750mb of data would be plenty for what I needed - emails, small amount of web browsing, use of twitter app rarely and occasional streaming. Fine, until I see that I have nearly used the full months tariff well before the renewal date.
Thirdly, I have an unbilled charge on my account for just over £20 this month. I contest this as I do not believe I have used 900 mins in less than a month, as I was told that they were renewed on my last bill date (30th Jan). I rang, and the lady tried to be helpful, offering me 1000 landline mins and unlim voda-voda from today until the 14th of March, however this has not solved the problem of the charge on my bill. Also she said that my allowances are renewed on the 17th, conflicting with what the first representative told me. She informed me I can not have a cap on my account for when I have used my allowance, however the 44555 service is 72 hours behind, therefore how on earth am I meant to keep track of my useage?
Forthly, the online service is absoloutley useless. Pages don't load, information laid out in a mess, inadequate information, and the people who are working on live chat are a disgrace to your company. They are useless, cannot understand basic english and most certainly cannot type it. The same goes for the majority of your phone staff.
I am absoloutley disgusted with the service I have recieved in the past month, and I am considering paying the ETF so that I can get away from this company, as I am confident that this will not be the last time my bill is over charged and as a student I cannot afford these excess charges each month. I feel like you do not value my custom anyway, and the customer service when I do have a problem is an absoloute shambles. I am angry, stressed, and feel extremely let down by what I thought was a company that cared about their customers.

I hope you can help me to sort out this problem, as I do not see why I should pay this excess charge when I have been given so much conflicting information.

Thanks,
Jessica

Annie._2

Hello Jessica

To answer some of your questions, Vodafone changed their billing system around two years ago from monthly where your allowance would have started on the 1st of the month and would have been renewed again on the 1st of the following month to Anniversary billing, where you would be billed for the current month. By what you have said, your allowance is now refreshed on the 17th of each month.

When you upgraded, you would automatically been put on the new billing system and you first bill would have included a pro rata amount up to the date of your first billing cycle and, as line rental is always in advance, you would also have been charged one months extra line rental.

As far as you data use is concerned, this would also have been on a pro rata basis for the first period up to your billing date.

The unbilled cost on your account will be the extra pro rata payment and you could have exceeded the pro rata allowance and been charged for out of bundle calls and data.

If you have your online account set up, you will be able to see the dates when you would have have in the pro rata period and the extra months line rental, plus any out of bundle charges.

You will find that your next bill will be for the normal monthly amount and you will receive your full allowance of minutes and data.

As you will now be out of the pro rata period, you will be able to get an accurate breakdown of your usage from your online account and the 44555 text.

A Google for Vodafone anniversary billing clarification will find you some helpful explanations.

edit. A search of Vodafone support will also give you an explanation of why your first bill is higher than expected.

craftoholic

It is definately not pro rata billing as I already queried this and was told that my allowances started on the 18th, and as I did not use the phone (recived on the 18th also as it took a while to be delivered) before this, I had skipped this period and was therefore going into the monthly billing allowances if you understand what I mean?

Annie._2

Hello Jessica

It would definitely be due to pro rata billing. You have got more than one months of bill.

When you upgrade or change your price plan, you dont go straight into the next contract, your account is reset and will go back to 0 and will be charged on a pro rata basis up to your billing date and you will be charged the extra months line rental in advance.

You will also see a credit on your next bill for line rental paid in advance for your previous contract before the upgrade.

The easiest thing to do would be to look through your online bill, you will see 'incorporated' that is the pro rata.

Jessica a link for you

http://help.vodafone.co.uk/system/selfservice.controller?supportSearch=why+is+my+first+bill+higher+than+expected&CONFIGURATION=1000&PARTITION_ID=1&CMD=BROWSE_TOPIC&USERTYPE=1&LANGUAGE=en&COUNTRY=us&DISPLAY=SEARCH