Vodafone complaints

Silk

howburn wrote: »

Sorry I should have found this thread before my new post, the poll results speak volumes, can anyone confirm if Vodafone have improved at all since the poll was closed? Anyway please see my post below.

I wouldn't read too much into the poll ....if you look at it more closely it was taken way back in 2006 and only 12 people took part ...hardly going to be accurate nor relavent from almost 9 years ago :rotfl::rotfl::rotfl:

In fact I'm surprised you had trouble finding the thread as you have contributed to it a couple of times over those years

2009 claiming missold and complaint to OFT
https://forums.moneysavingexpert.com/discussion/comment/26491885#Comment_26491885

2010 claiming for new phone after refused warranty due to water damage was poor /inadequate design of phone
https://forums.moneysavingexpert.com/discussion/comment/36934688#Comment_36934688

howburn wrote: »

In the past when I have contacted Vodafone technical support I have been told to remove the SIM card and clean it, in doing so the screen has become damaged, Vodafone instructed me to send it back for warranty repair, I included a brief report of the faults and today I get a phone call to be told that the cost of repair is £100! I have told them to forget it and return the device to me. Come on Vodafone what am I paying for? Your service is lousy!

I'm at a bit of a loss here ?
Returning a phone under warranty that has suffered physical abuse is probably going to be rejected.

All networks have standard procedures such as removing battery,sim cards and doing resets etc to determine whether a phone needs be returned under warranty.

You have also got the option of returning the phone to the manufacturer if you wish for a second opinion should you choose to do so

Vodafone

cineman wrote: »

Hi Lee

Just wondering if you have any news re: below post I posted in mid February.

My line is working fine at the moment but as payment isn't leaving my account and it's now March I don't want to get to the point of having any bars placed on making/receiving calls due to issues with my January bill

Thanks in advance

Hi cineman,

Rest assured that I haven't forgotten about this and will get back to you during the course of this week.

CJPM1974, thanks for following the advice provided by mobilejunkie.

Having received your email I'll get back to you as soon as possible to address the concerns you've raised.

Howburn, should you wish to discuss matters further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

MissyKay

I have been with Vodafone for quite a long time stuck in a two year contract have had many problems with my Blackberry phone sent it to repair they could not fix it so sent me refurbished phone which had worn off keys and again had many problems with using Blackberry services, phone in sos mode. I wrote a letter of complaint and instead of receiving a call back i receive a text to contact customer relation having a lengthy conversation today and going round and round in circles and the person then agreeing to give me a £20 credit as goodwill gesture, i told the guy i was not renewing my contract next year and they were not bothered just disgusted by their attitude and they go on about how they value their customers blah blah load of cobblers the impression i got from my conversation today was they don' give a dam really plenty of other customers they can find really. Goodbye Vodafone :mad:

RahZael

In January I had 2 attempts by vodafone to withdraw several hundred pounds from my account, I received no notice, no bill, no texts, phone calls, letters nothing, the only notification I got was from my bank.
Upon speaking to a "Customer Services Representative" I found out that my direct debits had not been going out for about a year and that Vodafone was trying to claim all the bills at once, the representative told me it was all my fault, I should have read the letters, and of course noticed when my phone was cut off that i had such a large overdue amount on my account. She also told me I had to pay off the whole sum of money there and then, after explaining my situation her best offer was half now, half the following month which was still too much for me to afford.
I never received letters, Vodafone's My Account online always said my balance was £0.00 and that a direct debit was set up, My phone was never cut off from the service. I never had any contact of any kind saying that I owed Vodafone any money, I believed the amounts were going out regularly through direct debit.
My bank told me the debit had just never been attempted by Vodafone, The customer service representative had also told me that my account balance online was £0.00 because anyone could access my online account and it was insecure so therefore that kind of information could not be given, that i never received phone calls or texts about the overdue funds because this was also insecure.

After calling my bank, then next individual I spoke to managed to direct me to the collections department, I then established a payment plan.

I posted a complaint to Vodafone via email, they attempted to contact me the next day on the phone as i was unable to answer they sent an email saying to contact them. I did so I attempted the phone number but it would not connect on my mobile, so I emailed with the contact email they set me.

I received no response from my email.

I sent more emails the following month which were also ignored.

In March I received an automated text saying my account was overdue please make a payment, I rang Vodafone explained I had an installment plan set up did I need to worry about the text. The representative said no.
The following day my phone was cut off, I could not even contact customer services from my phone and had to borrow someones phone to do so.
The collections department was no longer open so I was told to call back the following day.

I have been into a Vodafone store and spoken to the store manager, I have spoken to many advisers on the phone, nobody has been of any help.

The last 2 months I have also had issues logging in on Vodafone's My Account, I could not access my account, even if I attempted to reset my password the links that would arrive at my email address would not send me to a link where I could reset my password.

I finally decided as I was getting nowhere from emails, phone calls or in store so I thought I would mail my complaint in the post, I sent my long letter with copies of emails received and sent.

The basic response was yes Vodafone messed up, I'm a valued customer, BUT we don't really care and you need to continue paying your contract till it ends in about 16 months, well unless I want to pay a substantial Early Termination Fee.

I've just sent a hefty email back saying that it's unacceptable, I wish to end my contract I'm not willing to put up with the service I'm receiving, and I'm not willing to pay my way out of it, I have told them that if they are unwilling to offer something better then I will take it further.

In a few days I intend to forward all details to a CEO and see what response I get, Failing that I'm then progressing it to the Financial Ombudsman Service.

I have spent ridiculous amounts of time attempting to resolve the matter, Vodafone has let me down countless times, caused me many problems all accidental errors on their behalf. But Vodafone doesn't really care if I have been on the phone crying because they've added to an already stressful situation in my life.
Financial problems, a recently diagnosed incurable disease I will live with the rest of my life, Losing my job because of the disease... etc etc

Vodafone Is Terrible Why Won't They Understand That Hollow Words Are Not Enough!!!!

Vodafone

Hi MissyKay and RahZael,

Thanks for making me aware of your respective concerns.

To enable me to get them looked into further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

AndyP1957

I am concerned that Vodafone has a slapdash attitude towards giving young people mobile contracts they obviously cannot afford.

My estranged 20 year old son, had a contract which he could not afford and ran up a large bill - he was told to go into the local store and sort it out - he asked for help as he has learning problems amongst other issues.

Instead of being realistic the store said the only solution was to have a contract that catered for his useage at the time - this cost even more per month.

He has been on JSA of £53 per week for nearly 3 years now and has to pay rent, council tax, general expenses all before he buys food. Frequently he has to beg the latter.

He cannot afford a phone yet Vodafone can offer no help - I know full well if he lets you take him to court they will see his lack of income and it will all be a worthless exercise.

I have emailed you full details via your contact link in your profile - you will see from the content of the email that it is not a good idea to use Data Protection as an excuse for not responding to me,

Many thanks in hope

mobilejunkie

By the time I was 21 I was married with my first house. I would have been appalled if someone considered me irresponsible at 18, that alone 20. Learning difficulties are a different matter and need to be catered for in all sorts of areas apart from mobile phone contracts. But ultimately it is not the merchant's responsibility to decide whether a customer can afford what they ask for.

AndyP1957

mobilejunkie wrote: »

By the time I was 21 I was married with my first house. I would have been appalled if someone considered me irresponsible at 18, that alone 20. Learning difficulties are a different matter and need to be catered for in all sorts of areas apart from mobile phone contracts. But ultimately it is not the merchant's responsibility to decide whether a customer can afford what they ask for.

You were lucky to have a house. Youngsters these days have a nightmare trying to get a job - a report only today in the paper reported that locally 400+ applicants were being received for every job advertised. Employers want experienced staff but people wont give youngsters that chance.

Peer pressure from others who are slightly luckier puts added pressure on youngsters - why do you think there are so many suicide attempts ?

The Merchant by advancing Credit, has an obligation to ensure that it is affordable - Vodafone simply have not done this.

Annie._2

AndyP1957 wrote: »

You were lucky to have a house. Youngsters these days have a nightmare trying to get a job - a report only today in the paper reported that locally 400+ applicants were being received for every job advertised. Employers want experienced staff but people wont give youngsters that chance.

Peer pressure from others who are slightly luckier puts added pressure on youngsters - why do you think there are so many suicide attempts ?

The Merchant by advancing Credit, has an obligation to ensure that it is affordable - Vodafone simply have not done this.

Although your Son may have learning difficulties, he is still 20 years old, considered an adult and legally responsible for his own actions.

Before agreeing to a contract, your Son would have needed to pass the necessary credit check or the contract would have been declined.

Its still a valid contract, the company would have no knowledge of your Sons learning problems or financial situation. The decision on whether your adult Son could or could not afford the contract would be none of Vodafone's business.

AndyP1957

Ann_S wrote: »

Although your Son may have learning difficulties, he is still 20 years old, considered an adult and legally responsible for his own actions.

Before agreeing to a contract, your Son would have needed to pass the necessary credit check or the contract would have been declined.

Its still a valid contract, the company would have no knowledge of your Sons learning problems or financial situation. The decision on whether your adult Son could or could not afford the contract would be none of Vodafone's business.

Ann - I am fully aware of responsibility - my issue is Vodafone DID NOT credit check him - he had never had credit of any sort and lived with his mother at the time and more importantly never had a job.

For many years I was involved in Credit Checking and you simply did not advance credit to people who had no income or any history of credit

Vodafone were asked to support him when he ran into problems with his first account - instead of doing the sensible thing of trying to understand and help him by capping the phone all they could do was increase the value of his contract that he had to pay each month.

Irresponsible attitude to credit is what has caused a lot of the problems in this country in the past few years - too many cutting corners to boost statistics.