Vodafone complaints

Vodafone

Hi nigreeves,

That's odd. You shouldn't be charged this.

I will take a look at your account again this afternoon and get in touch to discuss this.

Thanks,

Heidi
Web Relations Team
Vodafone UK

DiforDan

Thanks for reply Heidi.

The email link "here" bit doesn't work for me. I also tried to email you before through Vodafone's website but that didn't work either!

Also I am not sure how much more detail I can give than I have in the post, certainly not in 900 characters as required by your email form.

Really I am not being awkward or anything about this, I am so hopeful that you will be able to refund my money, but I can't get an email through to you.

Please help! If you need any more detail then please ask me for it here.

Thanks
Ray

DiforDan

Heidi
I have now managed to email you via the Vodafone website. I think the link you are giving out on this forum is not working because there are 2 x http's in it instead of the customary 1. Perhaps you might want to look into that?
I look forward to hearing from you.
Thanks
Ray

wouldbeqaulitymoneysaver

Same problem faulty HTC Desire. Grrrh.

emachew

vodafone are a joke. gave me a £400 phone bill in the month that followed my mums death, (never had a bill over £30, didnt recieve a text or call to warn me) after the most disgusting customer service i have ever experienced, so many long hour plus phone calls (my expense) i managed to get it reduced to £193, and agree pay it alongside my line rental for the next six months. however today they have cut me off and wont reconnect me untill the balance is paid in full (which would be dec) yet they want me to pay line rental AND not be able to use my phone until december? ive explained ive got two babies, im on my own, im on maternity pay and can hardly afford the mortgage let alone the bills and food, they said nothing more they can do. so after 13 years of having a contract phone, and never missing a payment, im gonna end up with bad credit and loose everything ive worked so hard for, im already on the edge after my mum died suddenly, my paertner walked out (were due to marry last sat), and im struggling to get by each day. cant believe that its one phone bill thats goin to give me bad credit after years of good, and esp when i so desperately need it.

sorry for the sob story but i really need help/advise im really really on the edge of the abyss right now

Annie._2

emachew wrote: »

vodafone are a joke. gave me a £400 phone bill in the month that followed my mums death, (never had a bill over £30, didnt recieve a text or call to warn me) after the most disgusting customer service i have ever experienced, so many long hour plus phone calls (my expense) i managed to get it reduced to £193, and agree pay it alongside my line rental for the next six months. however today they have cut me off and wont reconnect me untill the balance is paid in full (which would be dec) yet they want me to pay line rental AND not be able to use my phone until december? ive explained ive got two babies, im on my own, im on maternity pay and can hardly afford the mortgage let alone the bills and food, they said nothing more they can do. so after 13 years of having a contract phone, and never missing a payment, im gonna end up with bad credit and loose everything ive worked so hard for, im already on the edge after my mum died suddenly, my paertner walked out (were due to marry last sat), and im struggling to get by each day. cant believe that its one phone bill thats goin to give me bad credit after years of good, and esp when i so desperately need it.

sorry for the sob story but i really need help/advise im really really on the edge of the abyss right now

Your personal circumstances are of no concern to the company you owe money to.

Its all about taking personal responsibility, you have incurred the charges and run up the bill and are now responsible for the charges.

The cost of out of bundle calls are freely available on the website and you should have been more than aware of how long you had spent on your phone. If you logged onto your online account, you would have been able to find how much over your allowance you were liable for and would have been able to see your usage. You also have the 44555 text where you would have received a text back with all outstanding charges.

As per the Terms and Conditions of your Contract, Vodafone reserve the right to suspend your service and request payment for all charges incurred on your account at any time. You are liable to pay all the line rental during the suspension. When you started your contract, you also agreed to any missed payments being reported to a credit reference agency.

Vodafone have now given you the opportunity of repaying the money owed with a repayment plan.

Vodafone

Hi DiforDan,

Thanks for letting me know.

I have checked the link and it seems to be working so not sure what happened there.

I am pleased you managed to get through in the end. I will be in touch soon.

Kind regards,

Heidi
Web Relations Team
Vodafone UK

DiforDan

Heidi phoned and sorted out my complaint!

Thanks Heidi for your professional and understanding manner.

It's a huge relief to speak to someone from Vodafone who understands what I have been through with all this and is prepared to offer genuine customer service.

If only the guys on the end of the regular phones were like this...:(

Thanks for resolving the matter to my satisfaction Heidi.:j

Ray

theicemaiden

This problem has remained unresolved for over 10 months now so apologies and I'll try to be as brief as possible,


Last year I was contacted by a member of vodafone and offered a deal as the contract for both of my phones was due to end within the next couple of months, my father had also been thinking of changing from PAYG so I decided to get him a phone on my contract also.


I agreed three identical deals on my contract with the CSR. Having been a customer of vodafone for many years I have had issues with them in the past reference them actually giving me the deal that they promise for the price they offer and because of that I confirmed the details of the deal with the CSR at least 3 times also making him read them back to me. The CSR recommended 3 new contracts rather than renewing the old as I would get a better deal he also agreed to credit the remaining time for my original two phones as I would not need both.


Later I got a call from the same CSR and told that I couldn't have three phones as there were new security rules in place regarding how many new accounts could be set up per month and 2 was the maximum. I wanted all three phones on the same deal so wasn't prepared to go ahead without all three but I was told that things would stay exactly the same but that my dad would need to have a contract with them also. After some thought we went ahead.


It quickly became obvious that not only were all three phones not on the same deal but not even one of them was correct. I was also being billed for the other phones that I should have been credited for. I called Vodafone immediately assuming the mistake would be rectified only to be argued with and then left in the awful position of trying to convince the CSR that I was telling the truth, I was told that I could not have that deal but a 'listen in' would be requested so they could verify what I claimed and I would be contacted. This never happened and resulted in yet more phone calls from myself trying to rectify the problems.
Perhaps unsurprisingly the listen in never happened although no one has been able to say why.


At this point and after many incorrect bills and on a deal I had not agreed to I decided I didn’t want to continue using vodafone any longer and as I had been mis-sold the contract called to ensure all three were cancelled. I was put through to CSR manager who promised me that no matter what he personally would sort the matter out. I made my reservations quite clear but was advised that were they not able to resolve the issue that I would of course be released from all three contracts without penalty. I decided to give him the benefit of the doubt and tried to find a suitable resolution with him.


And so ten months later.......
not one correct bill between all three phones
both myself and my father have had to cancel our direct debits to stop vodafone taking money that we don't owe them
to pay any bills I have had to do so over the phone which always results in the CSR arguing with me about my deal or how much I owe or why the bill is right etc at least twice a month (once for my father and once for myself) each phone call lasts over an hour and each CSR insists I go through the whole debacle every time (although each CSR then insists they are adding notes to my account so this doesn't happen again!)


Finally I decided enough is enough and called to cancel and was told yes of course you can cancel but you need to pay the fee for cancellation for a three contracts, I explained that I was told I could leave without penalty and that notes to that effect had been added to my account, I was told I can't help you and the only thing I could do was to write to customer services who would investigate the matter for me. I was promised that this would not happen but had no alternative but to write. And so I did, advising Vodafone that I wanted all three accounts cancelled with immediate effect, it took several weeks for a reply and even then it was only to say we need your password to discuss it further and so I sent password details immediately and another few weeks have passed and still no reply. My father who is a pensioner is receiving threatening debt collectors letters telling him he has to pay the full amount and is worried sick that he will have debt collectors on his door. This whole situation is appalling beyond belief, I have spoken to over 20 CSR's, been insulted, accused of lying, lied to and been given innumerable excuses as to why I am never billed for the amount agreed.


I called once more in hope of speaking to someone who could finally sort this out as vodafone weren't even following their own customer complaints code:


'We aim to resolve all issues on first contact, but if we cannot we will escalate your call to a team manager. If the team manager cannot resolve the issue we will refer it to our dedicated customer relations team. In any event we will endeavour to resolve any complaint within one week. If we are unable to do so, we will notify you and provide weekly updates on progress. '


Upon calling I was told there is no one I can speak to about my complaint letters and if I am unhappy with that then I should write and complain!


I'm at my wits end and in the interest of not making a never ending wall of text this is only half the story!

emachew

Ann_S wrote: »

Your personal circumstances are of no concern to the company you owe money to.

Its all about taking personal responsibility, you have incurred the charges and run up the bill and are now responsible for the charges.

The cost of out of bundle calls are freely available on the website and you should have been more than aware of how long you had spent on your phone. If you logged onto your online account, you would have been able to find how much over your allowance you were liable for and would have been able to see your usage. You also have the 44555 text where you would have received a text back with all outstanding charges.

As per the Terms and Conditions of your Contract, Vodafone reserve the right to suspend your service and request payment for all charges incurred on your account at any time. You are liable to pay all the line rental during the suspension. When you started your contract, you also agreed to any missed payments being reported to a credit reference agency.

Vodafone have now given you the opportunity of repaying the money owed with a repayment plan.

gee thanks for the kind words
Im aware that its my fault, but I thought vodafone would have rang me to inform me, that i was going so much over my usual 25pound bill, as i know lots of others who have this in place, i have since been informed that as i am a low risk *always paid my bill on time, never gone over my allowance) they dont bother.

as for the cost of charges online etc, i had just found my mum dead on the floor and spent the next few weeks organising the investigation/police/funeral etc, i hadnt realised i had used my phone so excessively.

my issue was mainly due to the fact they suspended my account whilst i scraped around and borrowed in order to pay the arrears, when i agreed to pay this way, this wasnt explained, so to wake up one morning with no phone was upsetting. i explained i was a single mum with two babies, and without a mobile, no way of contacting anybody which i felt was unfair and unsafe. I get that its not their problem, its mine, but when i hit rock bottom, i will make sure vodafone are shamed for the way they spoke to me, they can listen back through all the calls i made and maybe some decent, basic cutomer service and old school manners, and human decency will be introduced