Vodafone complaints

umami

Ann_S wrote: »

That statement is incorrect.

You are NOT charged for an unanswered call, but if the call goes to a voicemail service, you are charged.

I don't have voicemail or answer phone and was charged for the first time on 25 july this year but not the day before when I did the same call. I am still puzzled and crossed.

Annie._2

chun wrote: »

I don't have voicemail or answer phone and was charged for the first time on 25 july this year but not the day before when I did the same call. I am still puzzled and crossed.

You wouldnt be charged for an unanswered call. It would be impossible for the network to make a charge, the connection is established only when the call is answered.

You would most likely have been charged for something else, but with PAYG, and no bills, it would be difficult to find what the charge was for.

Vodafone

Hi mobilejunkie,

Have you emailed in to our team so we can help with your recent issue? If not, get in touch and we will help to resolve it for you.

Hi Ms-Money-Penny,

It’s disappointing to hear that you were unhappy with the service you received over the phone. If you need me to check that your unlocking code is in progress, drop me an email to the address here with WRT135 FAO Heidi in the subject and I will take a look into it further.

Hi samwich1979,

If anyone needs any help at all, I am available via the details above. I am always happy to look into and resolve customer’s queries.

Hi GrowingUp,

I am not sure why they would change you over to an alternative Price Plan to help resolve this issue. Although it may benefit you cost wise, it sounds as though the fault is with the device. If you get in touch with me, I will be able to arrange a repair.

Hi ch4chi,

I can certainly appreciate your frustration with this matter and it shouldn’t have taken this long to be resolved. If you need any further help with this, please feel free to contact me personally and I will be in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

GrowingUp

email sent

umami

Ann_S wrote: »

You wouldnt be charged for an unanswered call. It would be impossible for the network to make a charge, the connection is established only when the call is answered.

You would most likely have been charged for something else, but with PAYG, and no bills, it would be difficult to find what the charge was for.

I was charged because as I finished dialing my land line number my mobile screen flashed up "connected" and the seconds also started up and my land line phone had a "click" sound and then went off.
I went straight to check my dialled history and my home number had a "tick" beside it, meaning I was connected.
Normally if no pick up there is no tick beside that number.
I don't use my mobile except for emergency so I my dialled history is a very short list and hence I know how much is in it.
I wish someone would tell me what went on there.
I haven't tried again because I don't want to be charged again.

nigreeves

Just thought I would keep everyone updated.
Last week Heidi rang me and apologised for the error regarding the credit of £30.74 which they had not refunded me.
It was agreed that they would pay the credit into my bank account plus one months line rental. this has happened today.
However in todays post I have recieved a bill for £30.74 to be paid by 26/7.
Why am I recieving a bill for the credit to be paid by a date in the past?
The mystery deepens.

Vodafone

Hi nigreeves,

Thanks for posting the update here.

When you mention that you have received the refund, have you had the full amount which is the credit and the cost of a months line rental?

If not, let me know and I will adjust this accordingly.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

nigreeves

Yes I have recieved payment for the full amount of the credit plus one months line rental.
However I also recieved the letter requesting payment of £30.74 which is the amount of the credit. Not sure why I should be asked to pay money to clear a credit?

DiforDan

Phone: Nokia C3-01 TT CON SLV HANDSET

The fundamental problem right now is that I complied with Vodafone's request to return a faulty phone and when it left my house with the carrier (in the packaging they supplied) it was physically unmarked and in perfect condition apart from the known fault. I was billed for £100 because it was alleged to have arrived with a damaged screen. It was not damaged when it left me!!

Vodafone has now taken this £100 out of my bank account. This feels like theft.

I obtained this phone at the end of April 2012, and had problems almost immediately.

I discovered straight away that the phone was turning itself off randomly but assumed that this was something I must be doing as I was unfamiliar with the phone.

I phoned up and complained and had the greatest difficulty in getting the message across to "customer service" about exactly what was wrong. I was told to remove the battery and sim card and replace them and this would solve it. It didn't.

Eventually (I can't remember after how many conversations) I spoke to someone who assured me that this was a battery fault, and said they would send me a new battery.

Upon checking their records she discovered that they didn't actually have any batteries and I would have to wait a few days to find out when they would be likely to have some. I expressed my dissatisfaction with this, and so she suggested that I buy a replacement battery myself and billed them for it.

Unable to obtain one locally, I searched all over the 'net and whilst many copies were available, it was not easy to track down a genuine Nokia battery. I finally obtained this from Amazon via Germany and it did take some while to arrive, coming at the beginning of June.

When it arrived I charged it, placed it in the phone, and the next morning the phone had turned itself off during the night! After a couple of days of futile charging and "hard-starting", again the phone turned itself off.

It was then agreed that I should return the phone. I waited another couple of days and then received the packaging, and immediately sent the phone back in Vodafone's own packaging.

I received a letter on 14 June, together with the phone, announcing they were pleased to say the fault had been fixed. They then went on to say that having thoroughly tested the phone, they could not find a fault! (Two contradictory statements in one letter!) They did however say that they had given it a "full internal service" and upgraded the software.

I then happily charged up the battery and placed it in the phone - which switched itself off after an hour or two.

I then recharged my replacement battery and tried with that, with the same result. I phoned again expressing my displeasure and was passed around a bit, until I found someone who agreed that the phone should be replaced and assured me it was under warranty, unless there was cosmetic damage (which there was not).

I sent it back, still faulty but in perfect cosmetic condition, in Vodafone's packaging, and received a replacement handset which is fine.

Imagine my shock when I received a bill for £100 some time later dated 4 July!!! This bill gave no details of what I was being charged £100 for, so I had to get on the phone yet again.

They then said I had been charged for the replacement phone because it was no longer in warranty. They said that someone would listen to the recordings of our previous conversations and find out if I had been told it was still under warranty or not.

They did not come back to me so I assumed it was all settled, until on 30th July the £100 was simply taken from my Bank Account.

I phoned to complain about this and had a Kafka-esque conversation - it was so fraught, it seemed to me that the person on the other end of the phone was being deliberately obtuse. Having listened to the story, he seemed to think I wanted to send the phone back for replacement! Things went downhill from there...

Eventually when I got the message across that the problem was about the £100 charge (after about 25 minutes on the phone), he then left me hanging on hold for ages whilst he consulted, and came back and asserted that the phone had been damaged (and muttered something about the screen) and therefore was not covered by warranty, hence the bill.

I insisted on speaking to a Senior Manager and was told someone would be in touch in 24 hours. This was Wednesday afternoon, 1 August, and not surprisingly I have heard nothing.

I am 70 years old and can't afford for this sort of money to be taken from me for no good reason.

This is causing me no end of stress. After all this messing around with faulty goods which was not my fault, as far as I am concerned they are now telling lies in order to obtain £100 from a pensioner.

If it did arrive with a damaged screen, then something happened at their end, not mine. It left here cosmetically pristine, and this is the crux of
the matter.

All I want now is my £100 back.

Vodafone

Hi DiforDan,

I am sorry to hear about your recent handset problems and the issue with the damaged screen.

I would like to look into this in more detail for you. So that I can do so, could you email me via the link shown [URL="httphttp://forums.moneysavingexpert.com/member.php?u=791417://"]here[/URL] with WRT135 FAO Heidi in the subject.

If you could include a link to your post and a contact number, I will get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK