Vodafone complaints

aaron_223

Hi I've had many issues with Vodafone recently, I wrote a letter to them back in January and haven't had any reply or notification on where my complaint has lead to.

Could somebody please supply me the correct route to take my complaint, there are numerous grounds for complaint including:

• Payments taken muliple times, more than one occaision
• Refund for said payments taking over a month to be returned despite the fact I thorougly explained I am in a DMP, and therefore on a STRICT budget.
• Lack of advice on phone and in shop, leading to beleive it or not MY INSURANCE company telling me I was still under warranty.
• Once explained and sent away my phone was 'irreparable' and despite being sent of with a ticket saying good condition, minor scratches, my phone came back with a huge crack down the back, but apparantly there was nothing the people in the shop could do.
• And the least of my worries but a personal favourite based on Vodafone's excellent customer service promises... I rung asking for an update on my insurance, they said they'de ring back within 15 minutes, I didn't receive a call, but the next day the sent a text asking me to review the help I received.. :rotfl:. Despite all of my answers being a 0, nobody ever followed up and said, why?

Any help on at least getting a reply would be brilliant.

Thank you.

mobilejunkie

Go through their site with the heading WRT135; don't bother with the rest of the "organisation". It broke a LONG time back and no-one cares to mend it except the web relations team.

zoes81

I have a MASSIVE problem with Vodafone at the moment.
I've been a customer for nearly 10 years, upgraded my phone as normal at Christmas time and received a Nokia Lumia 800. I became one of the unfortunate people who got a faulty phone. Sent the phone back after 2 weeks, received a refurbished phone (hmmm, paying £36 a month for a non-new phone?) Another month later, this phone has the same fault. Emailed vodafone, said I wasn't happy and they said send it again for repair. I went into my local shop to say I wanted an alternate handset as this was obviously a faulty handset, they said they didn't have the authority to swap them but to email vodafone and they should sort something out. Emailed them again and set I would send the phone back but want a new handset and would even be willing to pay towards it. Got an email back today to say I could have the iphone for.... get this... £499!! Are they joking?! I'm already not getting what I'm paying for (i.e a fully working new phone) and they expect to pay nearly £500 for a handset? Are they for real?! Would love to get out of my contract but fear it means paying out the rest of my contract and at nearly 22 months at £36, you do the math! I'd be interested to see if anyone from vodafone could comment on this or possibly help me?
Disgruntled customer

gla98avb

Hi there,
I have had huge issues with Vodaphone. I have an iphone 4 and it is brilliant at everything apart from being a phone. I have contacted Vodaphone several times about this and had two new phones to try to resolve. This has failed, I am now told that as I only have a limited time left to my contract ends I am not entitled to a new phone, but on one of my numerous calls to customer services I was told that of course I must have a phone that works and if the iphone doesnt then to have something else (i have asked for the transcripts!), BUT now I am told that no I cant get a different phone that works and there is nothing they can do. I am paying for an incomplete service and am really disgusted at how they have treated me.

I have been changed across from business to an individual customer account, and since this I have found the service even worse, as I get put through to India and have to listen to people reading of scripts!!!

I am frustrated and unsure of what to do next,

Any help massivley appreciated

xx

baldelectrician

gla98avb wrote: »

I am frustrated and unsure of what to do next,

Leave

I am on a sim only deal with tesco, 1500 mins / 1Gb Data / 5000 texts for £17.50 per month - 12 month deal

Tesco are not perfect- they accidentally cancelled the wrong number ( a number I have used for 10 years).
They called back, apologised and transfered the number to my 1500min plan as requested.
Tesco (who use the O2 network) have UK ONLY call centres and call back the same day when requested

real1314

Well after my tribulations with Vodafone, i have now left and gone to 3, but I have to say that Lee from the team here has dealt with all outstanding issues and has refunded some payments, to my satisfaction.

The team on here have restored Vodafone's reputation and will be back on my list for next renewal (whichever of my 3 phones is due). :cool:

Pickle2

I came across this thread while looking for help with an issue that has me really steamed up with Vodafone.

In discussion with a sales advisor over a new deal for my son's phone, I queried the high bills I was receiving. They told me that I am paying £5 p.m. for a service that they didn't recognise. They advised me to call the help line and ask for a full refund on what appears to be a some sort of deal for internet data.

I called the support line and reported that this £5 service had never been requested by me, that I never use the Internet on my phone and have some years ago disabled it so that I cannot accidentally access it. The first advisor was so unhelpful and apparently unwilling to even check my records. He insisted I had set up the service and that they could cancel it effective from now, but he would not agree to any refund. I asked repeatedly to talk with his superior until finally I was handed to another advisor who confirmed that I had activated this service in Jan 2010 and said repeatedly that it must have been set up by me as it was impossible for them to have done it! They agreed to refund the last 4 months but refused to talk about a full refund, insisting that this was my mistake and that there was no way that they could tell that I hadn't used the service despite my repeatedly asking that they check my data usage record.

This took over half an hour and left me furious with not just the unhelpfulness of the staff, but their insistence that I had set the service up and refusal to check pertinent details!

We have four accounts with Vodafone in our house and this has left us wanting to switch all of them to another provider. I told them that if Vodafone want to take this stance then they will lose a lot more through lost business that they would lose through a refund but they didn't seem to care. Am I left with no other option or is there another route I can take to get this resolved?

Astraeus

So I take a break from writing a strongly-worded letter of complaint to Vodafone in order to peruse MSE and what do I come across? What an appropriate thread with which to vent my frustration following an utterly abysmal run-in with Vodafone this afternoon.

For approximately six weeks, my phone has had a problem in receiving text messages whereby they all come through at once, usually several hours later. Regardless of whether I have full signal or not, and regardless of where I am, texts come through as-and-when. It is a daily occurrence for me to get a bulk of six or seven texts come through at 4.30 p.m. or thereabouts despite the texts having been sent out at any time from 9.05 a.m. that morning.

Ordinarily this doesn't cause too many problems - it is an inexcusable inconvenience but I can tolerate it. However I missed out on some important information from a family member the other day (in my line of work, people are always very reluctant to call me unless it is a matter of life and death) and I have since missed out on several messages inviting me to lunches and meetings. It has now become a problem.

I contacted Vodafone today to discuss it with a chap called James. He attempted to diagnose the problem by considering problems with local masts and signal areas (going silent for a few minutes in the process, leaving me wondering if he was coming back) but came up with nothing. He then said he would transfer me to another department who would run more advanced diagnostics on my line to assess where the problem lay.

"Good afternoon, Vodafone, Rob speaking", came the voice through my handset. I assumed James would have patched me through with an explanation of my problem or at least identifying me as an existing caller. I said that I had just been put through by another department and, just as I was about to explain my problem, "beeeeep" - the advisor hung up on me!

That is absolutely appalling "customer services" and it quite rightly riled me. I have excused Vodafone's poor customer service in the past but it has never even bordered on the rudeness I experienced today.

I've always been with Vodafone as I feel an affinity toward them - they've been something of a stalwart in the mobile phone market. O2 offer better deals, Orange have better signal, but still I stuck with Vodafone in spite of run-ins with customer services previously (nobody has a perfect relationship!). This downright, unforgivable rudeness has burned all bridges and my contract will be cancelled as of next month.

I was absolutely flabbergasted, to say the least.

gla98avb

Hello again,

Vodaphone called me back finally and said they could upgrade me to a 24 months new contract (brilliant :mad:) or take my phone for repair and I will be left phoneless for 14 days!!! Surely if I have a phone that hasn't worked throughout my contract I should get a replacement to a phone that works?? Its Apple and Vodaphones fault. I asked for a case reference so I could write to the ombudsman or CISAS and was told I didn't have one, and he didn't know who they were affiliated to.
Such a waste of my time, but so angry I've been fobbed off and paying for a service for so long.....clearly I will be leaving in May when, my contract is up but can i expect any compensation or resolution??

Discodave

Well, after receiving my phone on Tuesday, charging it overnight, and using it as normal, it is no on charge for a THIRD time, since I signed for delivery?

Heidi, can you please tell me where I go from there, as I do not want to have to charge a handset every 24 hours!!! :(