Vodafone complaints

Vodafone

Hi Astraeus,

I will be more than happy to help. Did you email with the code WRT135 FAO Heidi in the subject?

I noticed you put a space in your post between WRT and 135. If so, it won't come through to our team.

If you have your email reference number, I will be able to find it and get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Astraeus

My email reference number is #8642557. I did indeed put a space between WRT and 135.

Vodafone

Hi Astraeus,

I have managed to find your email chain so I shall be in touch later today to discuss this further.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

raduqaz

I want to start this post by saying : CHECK YOUR INVOICES !!!

I used not to check my bills with vodafone because I trust at least they will only bill me for the exact tariffs they say they will .
Wrong !
Three weeks ago checked my invoices and discovered I was charged 3 times the amount I was supposed to, on European international calls.
So I picked up the phone and called 191 ... and the guy on the line immediately observed that my calls went up from 0.04.5 pp to 0.12 pp from the invoice in December to the one in January . So he told me that in 5 working days someone will call and tell me how much I will be reimbursed.
After the first 5 days gave them another call at 191 .. but to my surprise no progress had been made to my complaint and was told to wait some more .
This went on for two more weeks until I called on Monday when to my surprise I was told that my complaint had not been added to the proper queue and I would never receive an answer. And so the nice lady on the line made a new complaint and properly queued it (at least she thinks so).
Now I need to wait another 5 days for somebody to look at my bills.

Customer service rating 0 !!! Customer satisfaction 0 !!! Service rating 5 (good rates taken into account)!!!

Any help would be much appreciated .
Thanks

mobilejunkie

The only thing that surprises me is that YOU were surprised by any of that! It's their complete NORM!

raduqaz

mobilejunkie wrote: »

The only thing that surprises me is that YOU were surprised by any of that! It's their complete NORM!

was really surprised because I was a vodafone customer for 12 years (not in the UK) and the reason I joined vodafone in the UK was because I have never had any billing issues of ANY KIND and I only had GREAT customer service.
but now I'm just waiting for 6 more months and will say: Bye bye Vodafone .

marz1986

it is telling me online that owe a £115 in total. it says that i need to pay £69. 87 now. but it says payment due now £48. iam confused what vodafone want to pay. i have had no notefaction about price increases or charges. even though i am signed up online. i have been when with vodafone over 3 years and iam now very un happy. i have spent a lot over the the 3 years. also i have now been cut off without any warning or hearing anything about being disconected. i havent paid the bill due to personal issues. i cant conctact them due to being cut off. and they arent replying to my e-mails either.

Vodafone

raduqaz wrote: »

I want to start this post by saying : CHECK YOUR INVOICES !!!

I used not to check my bills with vodafone because I trust at least they will only bill me for the exact tariffs they say they will .
Wrong !
Three weeks ago checked my invoices and discovered I was charged 3 times the amount I was supposed to, on European international calls.
So I picked up the phone and called 191 ... and the guy on the line immediately observed that my calls went up from 0.04.5 pp to 0.12 pp from the invoice in December to the one in January . So he told me that in 5 working days someone will call and tell me how much I will be reimbursed.
After the first 5 days gave them another call at 191 .. but to my surprise no progress had been made to my complaint and was told to wait some more .
This went on for two more weeks until I called on Monday when to my surprise I was told that my complaint had not been added to the proper queue and I would never receive an answer. And so the nice lady on the line made a new complaint and properly queued it (at least she thinks so).
Now I need to wait another 5 days for somebody to look at my bills.

Customer service rating 0 !!! Customer satisfaction 0 !!! Service rating 5 (good rates taken into account)!!!

Any help would be much appreciated .
Thanks

Hi raduqaz,

It's disappointing to read about your experience here but thanks for making us aware of it.

In the event that no one gets back to you within the timeframe given could you email us with your details via the Contact us form here quoting the code WRT135 - MSE in the subject line so we can get this followed up?

Once you've sent your email you'll receive an automated reply with a reference number. To ensure that it reaches us could you update the thread with this and we'll get back to you as soon as possible?

marz1986 wrote: »

it is telling me online that owe a £115 in total. it says that i need to pay £69. 87 now. but it says payment due now £48. iam confused what vodafone want to pay. i have had no notefaction about price increases or charges. even though i am signed up online. i have been when with vodafone over 3 years and iam now very un happy. i have spent a lot over the the 3 years. also i have now been cut off without any warning or hearing anything about being disconected. i havent paid the bill due to personal issues. i cant conctact them due to being cut off. and they arent replying to my e-mails either.

Hi marz1986,

Thanks for making us aware of your concerns.

As you've already emailed us could you let us know your email reference number so we can things looked into further?

Should you not have an email reference number could you email us as per the information I've posted above?

Kind regard to you both.

Lee

Web Relations Team

Vodafone UK

dgm_2

I have ten months of an eighteen month contract left to run on a Galaxy S2. The phone was damaged late last year and repaired by my insurer, however has now developed another fault.

When I decided to replace the phone and cancel my contract to start again I was shocked at the treatment from Voda.

I have the employee advantage programme through my employer and receive a 20% discount on my line rental each month.

When I called Vodafone to ask for the early termination fee I was told that I would not benefit from the discount if I paid the line rental in full, only on a monthly basis.

I find this to be unfair and is not in the spirit of treating customers fairly. It is not in the terms and conditions of the programme having checked back and it stinks of Vodafone trying to take advantage of me in the situation I'm in.

I would like Vodafone to honour the deal I signed up to and provide me with a 20% discount on my early termination fee based in my line rental. I have had one awful phone call back from Vodafone which was less than helpful and if that is there final response I will pass to the ombudsman. I don't see why they want me to go to all the effort over £60 but I have nothing to lose.

Would the rep care to give me a call/ get in touch?

Thanks

Annie._2

dgm wrote: »

I have ten months of an eighteen month contract left to run on a Galaxy S2. The phone was damaged late last year and repaired by my insurer, however has now developed another fault.

When I decided to replace the phone and cancel my contract to start again I was shocked at the treatment from Voda.

I have the employee advantage programme through my employer and receive a 20% discount on my line rental each month.

When I called Vodafone to ask for the early termination fee I was told that I would not benefit from the discount if I paid the line rental in full, only on a monthly basis.

I find this to be unfair and is not in the spirit of treating customers fairly. It is not in the terms and conditions of the programme having checked back and it stinks of Vodafone trying to take advantage of me in the situation I'm in.

I would like Vodafone to honour the deal I signed up to and provide me with a 20% discount on my early termination fee based in my line rental. I have had one awful phone call back from Vodafone which was less than helpful and if that is there final response I will pass to the ombudsman. I don't see why they want me to go to all the effort over £60 but I have nothing to lose.

Would the rep care to give me a call/ get in touch?

Thanks

Any discount is not applicable with early termination fees. You terminate at the full price of the contract with a 2% discount and minus the VAT.

Discounts being non applicable to early termination fees is general amongst all the networks and I doubt that the ombudsman would be able to help.