Vodafone complaints

Jon_01

Very few people are going to wade through that many caps, it doesn't help resolve your problem. . .

ricflairandy

They are useless. The guy off here did help me to a degree, but it doesnt help the fact that ive had 5 months of awfull service with overcharging and no signal .

Vodafone

Hi Guys

ricflairandy - Lee will be getting in touch with you about this again on Friday as promised.

Discodave - Send us an email from the Contact Us form with a link to your post, along with the details and WRT135 and we'll get back to you as soon as possbile to look into this.

john666 - I have located the email details from the information that you provided. We'll be back in touch with you as soon as we can to discuss this with you. This will more than likely be tomorrow.

On a side note, I'd like to thank all of you for welcoming us onto the forum and allowing us to help you with the issues you have experienced. We will do everything we can to get to the bottom of these situations and resolve them.

Thanks

Kirsty
Web Relations Team
Vodafone UK

Discodave

Vodafone_company_representative wrote: »

Discodave - Send us an email from the Contact Us form with a link to your post, along with the details and WRT135 and we'll get back to you as soon as possbile to look into this.

Thanks

Kirsty
Web Relations Team
Vodafone UK

VF Rep? .... is it the "contact us" on the VF website, or on here? oh, and whats WRT135?

john666_2

john666 wrote: »

Hi all,
Thought you may like to know how Vodafone are treating me! It's a long Story but this seems to be common when you get involved with vodafone!

I wanted to go back on a monthly contract from PAYG so i did some research and decided on a nokia N97. Seeing as i was allready with Vodafone i gave them a ring. A chap named Steve offered me a £40pm contract that included 1200 mins+ unlimited landline calls + unlimited internet and unlimited texts. Seeing as all our family are allready on vodafone friends and family I asked if he could include that in my £40 package?( that was my budget) He said yes provided i Did the deal the same day - monday 13th July. I said i needed to talk it over with the wife and he said he would ring me back within the hour. He did not so i tried to ring him. A lady named Selma said he was busy on a call and could she help? I explained the deal that Steve offered me and she said she could do the same deal. Ok the deal was done. THEN THE PROBLEMS START!

ON TUESDAY 14TH I RECEIVED THE PHONE BUT COULD NOT GET ON THE INTERNET ETC... SO I PHONED IN AND SOMEONE EMAILED ME THE SETTINGS FOR THE PHONE WHICH I PUT IN. I STILL COULD NOT GET THE PHONE TO WORK AND THE REMAINDER OF MY WEEK WAS SPENT CONTACTING VODAFONE ON A DAILY BASIS TRYING TO GET THE PHONE TO WORK PROPERLY. I WAS FINDING ALL THIS HASSEL VERY STRESSFULL AS THE PRODUCT DID NOT DO WHAT IT WAS SUPPOSED TO. I WAS AT THE END OF MY TETHER BY FRIDAY AND RANG IN AGAIN AND FOUND OUT THAT MY PHONE PROBLEMS WERE DUE TO THE CONTRACT NOT HAVING GONE THROUGH. I WAS TOLD THEY GOT MY DOB WRONG. I WAS TOLD ALL WOULD BE SORTED OUT ON MONDAY. I STATED THAT IF IT HAD NOT BEEN SORTED OUT BY MONDAY THEN I WOULD RETURN THE PHONE.
ON MONDAY 20TH JULY I STILL HAD NO CONTACT FROM VODAFONE, SO I RANG IN AGAIN TO CANCEL THE CONTRACT. A HELPFULL LADY IN DISCONNECTIONS THEN WORKED HARD TO SORT OUT MY PROBLEM, AT LAST MY PHONE STARTED WORKING AS IT SHOULD!. UP TO THIS PERIOD I HAD TO CHANGE MY PHONE SETTINGS TO PAYG SO AS TO HAVE INTERNET ACCESS.
SHORTLY AFTER I RECEIVED A DIRECT DEBIT INSTRUCTION THROUGH THE POST SAYING IT HAD BEEN SET UP AND AS A RESULT I WAS SAVING £3.53 INC VAT EVERY MONTH! GREAT THAT MEANS MY BILL SHOULD NOW BE £36.47 PM???
THINGS ARE LOOKING UP AT LAST.
ON SUNDAY 2/8/09 I CONTACTED VODAFONE TO QUIERY A NUMBER OF £0.425 SHOWING UP ON MY ONLINE BILL? I SPOKE TO CHRIS WHO SAID IT WAS THE COST FOR DAILY INTERNET ACCESS! - BUT WHY WHEN ITS INCLUDED IN MY PACKAGE???
CHRIS SORTED THIS OUT AND SAID I WOULD NO LONGER BE CHARGED FROM TODAY BUT I NEED TO RING IN AGAIN WHEN I GET MY BILL TO GET THE AMOUNTS I HAVE BEEN CHARGED TAKEN OFF THE BILL.- MORE PHONE CALLS! - OK I WILL DO THAT. I ALSO ASKED CHRIS IF I WOULD BE GETTING ANY CREDIT FROM MY PAYG AS I HAVE HAD NO PAPERWORK TO SAY HOW THINGS WILL BE DONE, HE SAID I HAVE £35.65 CREDIT TO GO ON MY BILL. SORTED FOR NOW.

I THEN REALISED THAT I NEEDED TO CANCEL THE PHONE INSURANCE BEFORE THE END OF THE FIRST FREE MONTH SO I RANG IN AGAIN. I SPOKE TO A GIRL WHO DID NOT GIVE HER NAME. SHE SAID I DID NOT HAVE ANY INSURANCE ??? OK SO IT DOES NOT NEEED TO BE CANCELLED THEN (BUT ITS A GOOD JOB THE PHONE HAS NOT GOT STOLEN ETC... OR I WOULD BE WRITING A DIFFERENT LETTER!)
SHE TOLD ME MY CONTRACT DETAILS WHICH WERE CORRECT UNTILL SHE SAID THE COST - £47PM!
SINCE THAT CALL I HAVE SPOKEN TO 3 OTHER PEOPLE WHO HAVE BEEN UNHELPFULL. I HAVE TRIED TO CANCEL MY CONTRACT BUT AM TOLD I HAVE GONE BEYOND MY 7 DAY COOLING OFF PERIOD! - MAYBE BUT I HAD NOT EVEN GOT THE PHONE WORKING CORRECTLY BY THEN/ OR THE CONTRACT SET UP!.

IN HINDSIGHT I SHOULD HAVE CANCELLED IT ON THE MONDAY AND I WOULD NOT BE HAVING ALL THIS STRESS AND HASSEL. TO ADD TO MATTERS THE PHONE IS PLAYING UP WITH ALL DIFFERENT SORTS OF PROBLEMS FROM PHONE LOCKING, RING TONES NOT WORKING AS THEY SHOULD AND MEMORY PROBLEMS, I HAVE BEEN IN CONTACT WITH VODAFONE ONLINE HELP AND HOPING TO GET THEM SORTED OUT.
WHEN I WAS ON THE VODAFONE FORUMS I BEGAN TO SEE A PATTERN DEVELOPING, IT SEEMS LOTS OF OTHER PEOPLE WERE HAVING PROBLEMS WITH VODAFONE. ONE PERSON ON THERE WAS ASKING WHAT HE SHOULD DO AS HE WAS NOT HAPPY WITH HIS CONTRACT WITH VODAFONE AND HE WANTED OUT OF HIS CONTRACT BUT VODAFONE KEPT FOBBING HIM OFF BY SAYING HIS 7 DAY COOLING OFF PERIOD HAD PASSED AND HE WAS STUCK IN HIS 2 YR CONTRACT.
I OFFERED SOME ADVICE TO HIM SAYING TO PUT HIS COMPLAINT IN WRITING AND TOLD HIM OF HIS STATUTORY RIGHTS. i MENTIONED MY PLIGHT. WITHIN ABOUT 40 MINS THE POST HAD BEEN REMOVED FROM THE SITE AND I GOT AN EMAIL FROM VODAFONE! THEY SAID THE FORUM WAS FOR PHONE FAULTS ONLY AND IF I SENT THEM MY DEATAILS MY PROBLEM COULD BE RESOLVE PROMPTLY - WHITHIN 24 HRS! .. AT LAST ... BUT NO! THAT WAS LAST WEEK.YESTERDAY I SENT AN EMAIL TO THE CEO AND GOT THE SAME RESPONSE BACK - SEND MY DETAILS ETC AND IN 24HRS..... WELL STILL NOTHING!
jOHN

DURING ALL THIS TIME I HAVE NOT RECEIVED ANY PAPERWORK TO STATE MY CONTRACT TERMS! OR COSTS! EXCEPT THE DIRECT DEBIT. IF VODAFONE HAD SENT ME SOMETHING IN WRITING THEN MAYBE THIS SITUATION MAY NOT HAVE OCCURED.

Sorry, did not mean to shout, I cut most of that from emails sent to vadafone.
I had a reply from "vodafone customer care" yesterday ( a week to reply)
They are basically calling me a liar, they say the deal offered did not include the friends and family! I have replied again saying that i did not agree to that deal and if they wont stand by it to cancell my contract. What about the recorded conversations - dont they use them?
I am going nowhere fast here.
John

Be_Heard

:jThank you fatboyonadiet you just saved me £700 !!!!!

I got out of a vodaphone broadband contract. I emailed [EMAIL="Vittorio.Colao@vodafone.com"]Vittorio.Colao@vodafone.com[/EMAIL] my complaint threatening legal action. I also mentioned in my letter of notifying Ofcom, Trading standards as the level of customer service was truely terrifying!! & mentioned that they had broke part of there contract various issues to many to list and i would not be prepared to continue with this complaint and to cancel paying to today but no further payments they agreed !! Thank you so much 36mth deal phew!

When you email Vittorio the exec you get a responce from Director Complaint Office [DirectorComplaintOffice@gb.vodafone.co.uk] there appear to be a team of them who must deal with direct complaints to Vittorio

I'm soo happy these issues are resolved :A

Can't thank you enough! i've saved that attachment incase i get trouble off other companies but i have learnt just save up and buy no more contracts x

john666_2

Just an update - today i was contacted by the director of complaints office, A lady by the name of Teresa has now adjusted my contract so the total is now £41.10 pm. I have had to sacrifice my 1200 mins down to 600 and lost my unlimited landline calls but i am not too worried by that. My problem is now sorted. Thanks to all of you who have posted very usefull information.
I would like to say that vodafone should supply a contract/ agreement in writing to all new customers either by post or email. This could reduce the type of problem i have had and would also prevent sales people from misleading people or worse. (please take note Vodafone). Any way all sorted now, Good luck to the rest of you awaiting responses...
John.:T:T:T

Encantador

john666 wrote: »

What about the recorded conversations - dont they use them?

Sure they do, but only when they are in the right.

mobilejunkie

Which isn't very often!

jimsmum

john666 wrote: »

Just an update - today i was contacted by the director of complaints office, A lady by the name of Teresa has now adjusted my contract so the total is now £41.10 pm. I have had to sacrifice my 1200 mins down to 600 and lost my unlimited landline calls but i am not too worried by that. My problem is now sorted. Thanks to all of you who have posted very usefull information.
I would like to say that vodafone should supply a contract/ agreement in writing to all new customers either by post or email. This could reduce the type of problem i have had and would also prevent sales people from misleading people or worse. (please take note Vodafone). Any way all sorted now, Good luck to the rest of you awaiting responses...
John.:T:T:T

But you are not sorted as you have had to sacrifice 600 mins and unlimited landlines
I get 600 mins, stop the clock, unlimited texts and unlimited internet for £30 per month so tecnically the same as what you are getting but you are paying £10 more for the privilage of vodafone not sticking to the contract.

Ok. I know you are happy with this but I certainly wouldnt be.