Vodafone complaints

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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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Typical vodafone - Good luck in getting it resolved ( if ever ) Everytime you think there is a little hope, splat !

Its worrying that the same old problems come up again and again, i hope alot of people read this forum FIRST before signing up to vodafone.

p.s im with O2 now, and i have never ever had any issue with them so far. (been a year now)

Vodafone

craftoholic wrote: »

Ive just tried to do that, but can't as the service is currently down. It just gets better really.

Hi Jessica,

Thanks for coming back to me.

Have you had chance to re-submit your email via the Contact us form at all?

If you have could you let me know your email reference number from the automated reply so I can make sure it's reached us?

In the event that you've still had no luck with the Contact us form could you email your mobile number together with a link to this thread to the email address which Ann has kindly provided quoting the WRT135 - MSE code the in the subject line?

Ann_S wrote: »

Try This Jessica,

[EMAIL="customer.care@help.vodafone.co.uk"]customer.care@help.vodafone.co.uk[/EMAIL]


That will of course, have to come from your personal email address with the code which Lee mentioned in the subject heading with a link to your enquiry.

You really dont have anything to get concerned about, pro rata billing where you are bill part of a month and one whole month for the first bill is the same for all networks.

Did you manage to check your out of bundle calls from your online account ?

At least your next bill will be for the normal monthly amount.

Now that definitely deserves a thank you !

Thanks for the continued assistance here Ann - it's appreciated.

Best wishes to you both.

Lee

Web Relations Team

Vodafone UK

craftoholic

I have emailed through the direct link - Thanks for that Ann, and in response to your question about online account, no, it just doesnt load

My reference number is [#8447856]‏

Thanks.

plumbermick

Hello Heidi
Please help! At the end of January my vodafone contract ended - I had 2 phones on this contract, which were paid for from our joint account. Vodafone were unable to give me the new phones we wanted so we bought 2 identical handsets from another company on 2 new vodafone contracts - one for me and one for my wife, each to be paid for from our separate accounts. I asked for the pac code from vodafone so we could port our numbers to our new phones. We received our new phones from the company at beginning of January and so we knew we would pay for the remaining month on the old contract as well as that month on the new.
The new compnay said vodafone would not allow us to port our existing numbers to our new phones saying the only way we could keep our phone numbers would be to buy a sim card with another company, port the number with the pac code, and then a month later port the numbers again back to vodafone.We decided this was too mch hassle so kept the new numbers and did not use the pac codes.
My wife received details from vodafone - direct debit, account details etc. and she has paid for 2 bills up to date. Me however did not receive any details from vodafone about my new contract. Then I discovered vodafone took £82.23 out of the joint account, with no bill being sent. This was double what we originally paid on our old contract. I rang 3 times to 191 and was told because we didn't use the pac codes our original contract was rolled over so we now had to pay for 2 old phones and 1 new phone from our joint account. I told vodafone they would not allow us to use the pac codes but they didn't believe me and i asked who authorised them to put my new phone on my old contract. They did not know. I said I was not told that the original contract was ongoing and that it ended at the end of January and they repeated the pac code thing. I said I wanted to cancel the already supposedly ended contract and they said only a supervisor could do that and the supervisor would ring me back. Needless to say no-one rang me back, despite asking three times. How come I can't cancel a contract without a supervisor and how come vodafone is allowed to keep a contract ongoing when it has ended?
I woud like: the money back for the original (ended) contract from end of January which vodafone took from our joint account and My new phone being put on a new account. Is that too much to ask??? I have been a customer of vodafone for over 14 years and up to now had no trouble.If nothing is done I woud be paying for 3 phones, only one of which I have.(surely it cannot be legal to take money from me without my say so?) I feel like cancelling my direct debit but i suppose vodafone would demand the money and put me on a credit blacklist. Please help as no-one in customer services seems to know anything and they dont do anything.
Thankyou

xukc

Just a quick update - my issue was resolved very quickly and efficiently by the SEO office. In fact I received an email from them at the weekend and my brand new handset arrived on Tuesday! They did make it clear that this was a good will gesture as the rules had now changed.
So a word of warning for anyone starting a new contract, upgrading, etc - if you happen to receive a faulty handset as it happened to me and you do not report it within seven days, you will get it replaced with a refurbished unit!!! Over two years ago they were allowing 28 days, I had this in writing back then. So don't leave your brand new phone sit in the box for a few days like I did because you don't have time to set it up and learn how to use it, take it out and do as many calls as you can to test it. Don't assume that because it's brand new and sealed it will work 100%, I can assure you there is a chance it may not. And you only have seven days to spot any faults, otherwise you will be spending your two year contract on a refurbished handset.

sanfly

Vodafone_company_representative wrote: »

Hi sanfly,

I certainly can. If you could send me an email via the details in the above post, I will be in touch to help you further.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Hi Heidi, Thanks for your help in sorting out our billing problems, all seems correct now.......

cheers sanfly

Vodafone

Hi plumbermick,

I am sorry to hear you have had some problems recently.

I will be happy to help you further. If you could email me via the address here with WRT135 FAO Heidi in the subject and include a link to your post and a contact number, I will be in touch.

Hi sanfly,

Thanks for coming back to me. I am really pleased I was able to help.

If you need anything else, feel free to get back in touch. 

Best wishes,

Heidi
Web Relations Team
Vodafone UK

trevor7979

Vodafone - We don't care!

Have been a loyal customer for 10 years now, using an Apple 3GS over the last 22 mths. Thought to see about a new contract / upgrade to the 4S, so phoned them (Fri) to see what deals they had along with a new contract for my wife. (sim only)

Was offered 1200mins, unlimited tx and 750mg for £46 + £8 for 300min for my wife. Told by Leanne (treated me well) that on the Employee Advantage scheme with my friend working for IBM I could have a further 20% off those costs.
Brought it down to £36.80 on mine which still was not as good value as T-Mobile is offering on there 'full monte' package.
Then I came on here, and to my horror read several posts about the scheme and the troubles people were having.

So called them (191) this morning for some reassurance. Was put through to 'retention', another helpful girl, who unfortunately didn't know about the details of the scheme but handed me over onto someone who did. I wanted to know exactly the process to get this approved, he put me on hold whilst he found out details.
This is where the trouble started......Whilst on hold my phone started ringing again and another man (Phil) answered it, he proceeded to ask security questions again (Full name, 1st line of address, post code, DOB) and was about to ask me another one when I said I have given you enough personal information, to which he said he couldn't discuss my A/C if he couldn't complete security!
I explained I had been transfered over to him whilst being placed on hold, had already been through security before. He said that I was a new call to him etc. I asked to speak to his supervisor (Martin) who told me I had been put through to the new customer dept, but they knew all about the Employee Advantage scheme and would pass me back to Phil. He told me he would read it off the web site and that's all he knew. Said I had it in on screen on my laptop and could read it, didn't address my concerns after reading the forums.
He said all the info was on there etc and whilst I was replying to him it appeared he took off his head set, I could still hear people talking in the background but got no further response from him. I waited for several mins until I heard giggling and laughter, so I disconected the call.
Thinking about it, if this is a 'New customer' dept why are they taking me though security? I should be a enquiry off the street!
Being upset by what I thought was ladish / rude behavour I phoned customer services to complain and was assured it would be logged and dealt with. I asked to be contacted by the retention dept again in 1/2 hr to give Vodafone one last chance.
The call came, but Lucy who had been asked to call though I was interested in a new connection, so explained it all again, so she transfered me to 'customer retention'.
Was told that they don't do any offers on the 4s but they do on other handsets.
So I said that despite the way I have been treated if I was asking for a different phone you could do something but seeing it is an Apple one you can't? That smacks to me of a two tier service and customers can be treated badly if they are Apple users!
The conversation ended with me asking about giving notice to leave (E Mail-1mths) and could she help me with anything else?

Vodafone has succeded in leaving a nasty taste in my mouth.

mistywoo

My Vodafone contract ended on Tuesday this week, being my first ever contract i didnt know what to expect, i thought that they would phone me up to sort a new contract out, but no i have had no contact from Vodafone at all.As seen as Vodafone didnt contact me i phoned them up yesterday to sort a new contract out(i have 5 numbers to my account)they would not tell me what was available, so i asked them what i had to do to renew my contract, they told me that i had to tell them what phones i wanted and then they would tell me the cost of contracts.I told them that i wanted a new contract similar to what i was on now but they would not do anything for me unless i told them what phones i wanted, i didnt have a clue what phones i wanted so in the end i told them 2 makes of phone that came into my head.Needless to say they wanted a lot more money than my original contract, even by me having 5 numbers to my contract they said that i could have a discount, it was a lot more. I was not happy with the offer that they offered me and said to the rep on the phone that i would leave it for now, he laughed and put the phone down.
I have just been looking around now and i have found that Tesco Mobile is offering 3x the amount of minutes that Vodafone were offering me at their so called discounted rate for having 5 numbers on my contract and its also cheaper.Tomorrow i will be phoning Vodafone and i will be removing my 5 numbers from them and will be giving Tesco Mobile my business.

baldelectrician

Ask for a PAC code for each number- it needs to be used within 30 days and if you don't use it the contract keeps rolling on.

Once you port the number over to the new network that (should) automatically cancel the old number

If you use a PAC you have proof of the date the number left- handy if they 'accidentally' keep charging you after you have left

Tesco use the O2 network, so the coverage is good- and they ONLY have UK based call centres