Vodafone complaints

mistywoo

baldelectrician wrote: »

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

Thank you for the advice its their loss now as they have lost 5 numbers which all would have been on 2 year contracts.

plumbermick

Dear Heidi. I have been trying since your last post back to me (my post no. 1659) to email you via vodafone contactus but every single time I fill in the form it says ..sorry this service is unaavilable.. it's so frustrating. What can I do next please? Thank you. Mick

Vodafone

Hi trevor7979,

It’s really disappointing to hear about your recent experience and I can certainly appreciate your frustration.

If you would like to contact me personally, you can do so via the email address here. You will need to include WRT135 FAO Heidi in the subject and a link to your post with a contact number.

I will be happy to look into this further.

Hi plumbermick,

I am sorry to hear it’s not worked for you. Alternatively, you can email here customer.care@help.vodafone.co.uk with WRT135 FAO Heidi in the subject.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

sanfly

sanfly wrote: »

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

cheers sanfly

Hi Heidi, I thanked you to soon, my February bill is wrong have sent you another mail..........cheers

Vodafone

Hi sanfly,

No problem, I will take a look at this for you and get in touch.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Discodave

Another "not so happy" customer here.

For the past 2 months, I've been looking forward to upgrading my handset - especially after Vodafone refused to repair my X10 due to "physical damage"

So, upto and including February 18th, I was told (via the automated 191 service), that could upgrade, either via my online account or instore from on/after Feb 18th (90 days before contract ends), or via phone (upgrades dept) 70 days before end of contract.

On Sunday I decided to log into my VF online account and see what offers were available to me. After much thought, I decided to make a special trip into town and visit my local store to speak to an Advisor to seek some additional advice on the handset/s I was interested in.

I did this on Monday of this week, only to be told the goalposts have now been moved and I can't upgrade instore until March 29th (50days) before end contract. - What a waste of time and money!!!!

I am now also getting the same message (upgrade March 29th) when I contact 191 (automated service, No 3, then 1, regarding upgrades), where before I was able to upgrade via phone on/about March 8th.

Can you please tell me why I was not informed of T&C conditions prior to this? They seem to have changed in the past 5 days.

I have also been charged this month, an additional £5 for 500mb data (which was FREE as part of my upgrade almost 2 years ago) - Luckily I saw this on my online bill, rang up and had it credited to my account - advisor said it was only valid until contract upgrade. (I HAVE NOT and WILL NOT upgrade if this is how you treat your customers)

On the flip side, this gives me more time to research other mobile phone providers in the hope I can find a better deal with 02, Orange or even "3" - my perferred provider at the present time, if I do leave VF.

Finally (for now) - It seems you only contact customers when you have something to sell or if you need to reach targets. About 3-4weeks ago, I contacted your call centre and enquired about a 2nd handset/contract for a family friend.

After being gold I was a VIP/GOLD customer, I was entitled to upto 2 addtional handsets. At this time, we were not sure how to proceed as the lovely advisor gave us a few options to choose from. The advisor and I agreed a callback for 7 days after initial call, yet I still await this call ALMOST a month after it was requested - Needless to say, my friend has now mananged to find himself a 02 PAYG Sim Deal - so you have lost out on that one!

Can you please tell me why you keep moving the goalposts for upgrades, and when I CAN actually upgrade via the phone.

real1314

Another angry customer here.

Did an early contract renewal on Friday, agreed 300 mins, unlimited Texts, 750MB mobile internet for £15.50 a month (£20.50 with a £5 discount)with a Galaxy Ace.

Renewal wasn't until April; total cost of the extra 24 months would be £372, plus £31 for the next 2 months.

I could have gone to 3 for a similar deal at £15 a month and with £50 cashback (Total £310), but I thought sticking with vodafone would be easier despite being £62 more.

I also got told I could have 2 free PAYG sims, which had some free credit as a special "thank you".

I thought I'd been dealt with pretty well, and thanked the CS guy.


So, what did I get?

Well, first off the 2 free PAYG sims were actually rolling monthly contracts at £15.50 per month. ie an extra £31 per month of payments, but free until April. Hmm, nothing on my bills until I started paying and then I'd have to give notice?

Ok, so they can be cancelled, but why was I conned into something I didn't want?

As for the real contract, I found I hadn't been given 750MB, just 250MB. I'd specifically negotiated the extra 500MB, but it didn't get put on even though the voda rep agreed it.

Then it also turns out that the discount has only been put on until Nov 2013, missing 5 months, costing an extra £25. The £62 extra was now £87 extra.

So, I've just come off the phone. They cancelled the "free" (but really £31 a month) sims.
They said they couldn't put the extra 500mb on yet, but they "promised" they'd put it on in 3 months.

They couldn't extend the discount for the final 5 months, but would 2 months be ok? - No, what I wanted was what we agreed. Why should they make a deal and then be able to change it? The £87 extra was down to £77 but it's still too much.
I can't agree £15.50 for 300 mins and then not pay more if I use 400 mins!

So, the phone is going back. I'll get a new one with 3, I'll even bear the cost of going with 3 now, and take the hit on 2 months of contract to vodafone.

It will actually be cheaper than vodafone anyway.

My advice on vodafone is do not trust them. They tell lies. :cool:

Vodafone

Hi real1314,

It's extremely disappointing to read your post and certainly not the kind of impression we want our customers to have of the service we provide.

If you could email me via the address here with WRT135 FAO Heidi in the subject, I will get in touch to discuss this in more detail. You will need to include a link to your post and a contact number.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Discodave

And what about the customer service towards me? ... can you explain that please, and also answer my questions

real1314

Vodafone_company_representative wrote: »

Hi real1314,

It's extremely disappointing to read your post and certainly not the kind of impression we want our customers to have of the service we provide.

If you could email me via the address here with WRT135 FAO Heidi in the subject, I will get in touch to discuss this in more detail. You will need to include a link to your post and a contact number.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

I've just spent 5 minutes completing the email form only for it to then fall over and give me a "Service Unavailable", so then I did it again, and it failed again. (more of my time wasted). Not very helpful really.

There's little point in asking frustrated customers to use your poor IT systems. Why don't you just supply a proper email address?