Vodafone complaints

aggypanthus

vod are asking us for over £200 which they say we owe from 2006, they refuse to give us any paperwork to back this up, we are being passed between them and a collection agency now. We had 3 on the account then, paid by DD from my account, which is still in use, so, wecant seee why we owe this, its more than my normal usage of £20 at that time, and why wasnt it taken by DD then if we owe it?
1, is a debt recoverable after this time limit?
2. why has it taken so long for action?
3. I need more proof, where the paper trail?
4. they wont tell us whos ph it was !

Also.. I recently ordered a newcheapo handset on a new contract, returend it in the proper packaging, but Vod have no trace of if being returned, so its my word against theres, as I have no proof of posting! so i am stuck with a stupid contract for another year, and my old 6 yrs old handset! what can I do now? Its very unfair.

Vodafone

Hi aggypanthus,

I will be more than happy to help answer the queries you have raised.

You can email me personally via the address here with WRT135 FAO Heidi in the subject.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

aggypanthus

Thanks, for the moment we have flatly refused to pay anything to the debt agency, its in their court now. I shall ask my husband if he wants to contact you .

mobilejunkie

If I were him, I would definitely contact the Web Relations team; they are the ONLY part of Vodafone capable (or, in fact, interested) in sorting problems out. Your credit record is now trashed and will definitely remain so - that is actually more valuable than the money in question. IF the WRT CAN do anything about this it's well worth the step of contacting them direct.

petereoghan

I feel so disappointed...in myself, how could i expect a large company to give a sh*t about little old me, its only been 11 years or so, paid them faithfully every month, never missed a payment, never left (felt a sense of loyalty?!?), bills has been creeping up, from an average of £35 last year to now £55 ( i havent been keepin an eye). Imagine my surprise when i went to Berlin for a few days (with my insurance replaced iphone) (data roaming turned off - I'm normally very tight with money) and came back to a bill for £170, half way through my trip i had a message to advise me id used my data limit for the day ( so i turned phone off and only turned it on when i needed to call home).

this was about 8 weeks ago, vodafone took £20 off the bill as despite telling me i'd used my limit they charged me for more that day but didnt waiver when i explained the rest, i informed them i couldnt afford it, they agreed to split the bill over two months and cancelled my DD for that month so they could look into it( Kind i thought)

no feedback, no update, online bill was wiped clean, no phonecall. end of june (depsite the online bill being £0.00 they took £237 from my account resulting in overdraft charges. needless to say i complained. i'm beginng to think the email responses are automated as they havent made sense. i phoned, the poor guy had no idea so i asked to cancel " you have to give 30 days notice in writing" so i emailed again, reiterating my complaint and wish to cancel, i got a response, it didnt answer anything but i did get a call, guess what, they want me to sign another contract.

I'm pleased with myself that i didnt get cross is the upshot.:j

I've collated everything and sent it to the ombudsman, (and phoned 5Live - unlike vodafone apparently they look into things and reply) and for the first time in 11 years ive looked at other networks and they seem so much cheaper. yay.

petereoghan

so got a phonecall from vodafone today, someone who had looked at my account. very defensive phonecall, ended up in apparently checking a telephone recording then in not such a blunt term calling me a liar. then went on to offer me £20 credit as a "good will jesture" when i said i wouldnt withdraw my complaint to ombudsman they said they wouldnt give it. i was aked "any other questions" about 10 times, depsite no answer to any previously posed (good communications training VF). Now waiting on a phonecall from a manager.. mmmm. The complete disrespect shown is whats driving this and i will not stop until i get an apology. ( so i'll be doing this for next 65 years) bye bye VF

Vodafone

aggypanthus wrote: »

Thanks, for the moment we have flatly refused to pay anything to the debt agency, its in their court now. I shall ask my husband if he wants to contact you .

Hi aggypanthus,

Thanks for returning to the thread.

In the event that your husband has opted to contact us could you update the thread with his email reference number from our automated reply so we can make sure it's reached us?

petereoghan wrote: »

so got a phonecall from vodafone today, someone who had looked at my account. very defensive phonecall, ended up in apparently checking a telephone recording then in not such a blunt term calling me a liar. then went on to offer me £20 credit as a "good will jesture" when i said i wouldnt withdraw my complaint to ombudsman they said they wouldnt give it. i was aked "any other questions" about 10 times, depsite no answer to any previously posed (good communications training VF). Now waiting on a phonecall from a manager.. mmmm. The complete disrespect shown is whats driving this and i will not stop until i get an apology. ( so i'll be doing this for next 65 years) bye bye VF

Hi petereoghan,

Thanks for the update on your case albeit not the news we would've liked to hear.

I can confirm that we've received your email and as such we'll get back to you as soon as possible.

Kind regards to you both.

Lee

Web Relations Team

Vodafone UK

digp

seems like vodafone are really getting a bashing here

marvin

From my frustrating experience of their "customer service" they deserve it, could not even deal with a complaint correctly!

Donkey2883

WOW I cant beleave how much many issues are stemming from Vodafone, I have had 3 years of it all very similar to what everybody else has been having.
this is what I've had to deal with so far.

· I joined Vodafone over three years ago the first contract I took out was over a 24 month period for £32 per month with a HTC Magic handset.
· It was explained to me that my entitlement was 900 minutes, unlimited texts and 1GB data usage.
· When I took out the contract I did not wish to take out any other services such as GPS, Music, games, etc.
· Throughout the term of my contract I was constantly receiving text messages telling me that I was about to exceed my data usage.
· And even though my monthly bill should of been £32 per month. I was consistently paying £60, £70 or £80 per month, which is more than twice what my bill should of been.

· When the contract was finished I called Vodafone’s service department and asked for a code to exchange my number to a new provider.
· The Customer service agent I spoke to (instead of giving me the PAC code) asked me what type of contract I was looking for.
· I explained that I wanted a Blackberry handset with a 12 month contract and that I intended to take out a SIM only deal and to buy the Blackberry Curve 9300 outright.
· As an attempt to retain my custom the agent offered me the following
· Blackberry Bold 9300 for £129, 600 minutes, 900 texts and 500mbs data usage.
· It was explained that this deal is normally £41 how ever I was offered a 50% discount so I would only pay £20.50.
· It was explained that this would be my contract until I either upgraded my contract or switched providers.
· I chose to take this offer, again making it clear that I did not wish to take any other services.

· For the first 2 months of this new contract my bill was over £40
· (again twice the amount I should be paying).
· I called one of Vodafone’s advisors again and it was explained that a Sat Nav service was added to my contract (without my consent).
· Since then I have been very happy with the service.
· Both the phone and the contract have been Ideal for my situation.
· As this contract was reaching its 12 Month term I decided that I would either carry on with the contract (as I under the impression the 50% discount would continue due to the information I was given) and wait for the iPhone 5 to be released to upgrade or to keep this contract and buy the HTC One X hand set.
· For these two reasons I did not call Vodafone to update or cancel my service.

· This morning I received a text message stating that my monthly bill would be £41.97.

· I called the Customer Service Line to inquire why my bill was again more than double what I should be paying.
· I was informed that my monthly bill was £41.
· I informed the advisor that I have a 50% on the contract to which I was told that the offer ran out on the 17th June 2012.
· At no point have I been informed that there was a time limit on the discount.
· I explained to the advisor that I was told I would only have to pay £20.50 until i either changed contracts or upgraded my phone.
· The advisor explained that the information I told her was not in system notes and that there was nothing she could do to extend the discount, however she did discount this month’s bill 50%.

· I would like to complain as I feel that the service I have received is less than satisfactory.
· Services have been added to my contract without my consent.
· I have been constantly charged more than my contract, more than often double what I should be paying.
· I have only been given part of the information needed to fully make my decision in relation to contracts and upgrades.
· There seems to be a form of profiteering from Vodafone with regard to the constant excessive charges.
· The details of the conversations had with advisors with regards to the contracts offered, bills and services are not being fully inserted into my notes, so when I come to mention any details it looks like I lying as there is no record of what has been said
· Now I will have to find a new Phone Provider in a hurry, and give a month’s notice before I can leave, this means because of the misinformation I have constantly been given Vodafone representatives I now have to “BEGRUDGEINGLY” pay another £41 before I can leave.
· I wish to have a full copy of any notes that have been written about my service history from the moment I joined Vodafone to the present date.
· I will be writing to Ofcom about the miss selling of any overcharging, contracts and services.

I tried to obtain an e-mail to a complaints department but i was told over WebChat that there was no such department.
Now I have to wait untill tomorrow to get a phone call as to weather I am going to keep my original agreement.

The funny thing is I thought I was on my own on this.