Vodafone complaints

Tarksey

Am new to this forum and desperate.
I used to have all my kids phones with vodafone, in total 6 phones but due to the appalling customer service over a number of years I felt I had to leave.
I dont have any phones, nor bills, nor reminders but have just seen they have posted me as being 2 months in arrears for £19 on my credit reports with Equifax and Experian.
I work for a bank and can lose my job for this but no-one helps me at Vodafone, I have phoned, email, written, done several web chats and nothing.
Anyone got anything useful I can do as I am worried sick by this,

Mrkristian

i have not got a reply email for a referance number or i have not kept a copy i was waiting for a email reply just goes to show though that "vodaphone do nothing about there complaints" my number is 07825776389 to much hassle going threw all that again, still no call

Vodafone

Tarksey wrote: »

Am new to this forum and desperate.
I used to have all my kids phones with vodafone, in total 6 phones but due to the appalling customer service over a number of years I felt I had to leave.
I dont have any phones, nor bills, nor reminders but have just seen they have posted me as being 2 months in arrears for £19 on my credit reports with Equifax and Experian.
I work for a bank and can lose my job for this but no-one helps me at Vodafone, I have phoned, email, written, done several web chats and nothing.
Anyone got anything useful I can do as I am worried sick by this,

Hi Tarksey,

I'm sorry to see this.

If you'd like me to get things 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'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Mrkristian, thanks for coming back to me again.

Please be assured that either myself or a colleague will get back to you shortly.

In the meantime, I'd recommend amending your post to remove your mobile number.

Kind regards,

Lee

Web Relations

Vodafone UK

bterence7

It does not surprise me in the least that Vodafone are given a rating of "terrible" on this forum.

I had a nightmare of a time trying to get my first line set up with them and now, after two weeks of trying, I have been forced to give trying to set up a second line with them.

I am absolutely gob smacked by my experience.

Two weeks ago I changed my address on my Vodafone online account. So far so good. Their system, which is so often down was able to manage the update.

The following day I placed an order for a second line with a handset. Not long after placing the order I received a text asking me to contact Vodafone to confirm changes on my account. I contacted them and they confirmed that the address change was fine and confirmed my order. After waiting 4-5 days I heard nothing from them so once again I contacted them.

The person on the other side apologised for the wait because of the address changed, they said that they will credit my account with £15 for the inconvenience and guaranteed that my phone would be ready for pick up the next day.

Next day arrives and I hear nothing by 12pm. I contact Vodafone using their on-line chat and am told that my order has been cancelled because of the address change and I must place the order again.

So round 2. I place the order, I get the text message asking me to contact them about the address change. I contact them confirm the address changes and am told that my order will be processed. Two days later I contact the chat line again and told "rest assured your hand set will be on it's way".

So today, the day my order is supposed to be ready for pick up at my local Vodafone store I hear nothing by 12pm. So I take time away from work to phone Vodafone to find out what was going on. The representative can't see what's going on and leaves me to wait 15 minutes while he contacts the warehouse. 15 minutes later he comes back to tell me that my order was cancelled due to the address change!! He then goes away for another 15 minutes and then comes back to tell me that he has phoned numerous departments and nobody knows what has happened to my order. He said that the decision is up to me if I want to replace the order.

It is ridiculous enough that two order attempts failed with this backwards company but they didn't even offer to fix the problem when considering the problems I had. No offer to put me through to sales, no offer to reinstate the order. Just a "computer says no" situation. My order fell out of the back of the system and I am just supposed to keep attempting the same thing over and over to no avail.

Vodafone are a classic example of a company who's systems are badly thought out and customer service is overly outsourced.

My T-mobile account is due an upgrade in 7 days. I am going to keep my second line with them and migrate my current Vodafone line over to T-Mobile when the contract is up.

Nobody has time for these companies who management is so poor they can't even devise a proper customer support resource. Fortunately in the UK we have options.

The internet is littered with people complaining about Vodafone. I am yet another in a long line. I am going to copy this post to as many places as I can to help people avoid this terrible company.

And guess what, that £15 credit I was promised.... nope, didn't show up!!

DonnySaver

I've already moved 1 PAYG phone from Vodafone to GiffGaff.

I've also got a Vodafone contract that expires in September but I'm unsure as to the best process for cancelling the contract completely so that I can move that to GiffGaff also. I've heard that simply requesting your PAC code is not enough as Vodafone won't accept that as termination. Is this true?

As usual, unable to find any information regarding this on Vodafone website.

Does anyone know the best way to leave Vodafone when your contract end date is approaching so that you don't have to pay them anymore money than what they are entitled to?

Thanks.

diamonds

Vodafone PAYG customer care was exceptional, I see contract is still an absolute MISS


Oh well India or UK, when you subcontract for peanuts you get monkeys....

diamonds

DonnySaver wrote: »

I've already moved 1 PAYG phone from Vodafone to GiffGaff.

I've also got a Vodafone contract that expires in September but I'm unsure as to the best process for cancelling the contract completely so that I can move that to GiffGaff also. I've heard that simply requesting your PAC code is not enough as Vodafone won't accept that as termination. Is this true?

As usual, unable to find any information regarding this on Vodafone website.

Does anyone know the best way to leave Vodafone when your contract end date is approaching so that you don't have to pay them anymore money than what they are entitled to?

Thanks.

Requesting your PAC does not cancel nothing, using PAC to move your Voda number to another network does indeed

You may request a PAC - UPTO 30 days BEFORE contract "completion date" they have two hours to text you this from request if not given on the call requesting such.

Use PAC by submitting (Mon -Thurs AM) to the new telco/network in the last days or week of your contract, this saves weekend run ins as transfer of number should be done next working day (says Ofcom the regulator).

Weekends are not "working days" at Ofcom so don't port on a Fri as problems that may arise on Sat cannot be fixed till Monday - also bear in mind Bank Holidays are NOT working days. So plan accordingly and avoid giving Voda a penny more than they deserve - you have already done such being a customer for FAR too long as it stands


Finally enjoy you freedom from the lunatic asylum that is Vodafone customer dis-service, POWER to YOU indeed

DonnySaver

Many thanks for that - very helpful.

One slight issue is that the date that is a month before my contract end-date is whilst I'm out of the country. Don't quite see how I'm going to the able to request my PAC cheaply if I'm abroad.

Vodafone

bterence7 wrote: »

I had a nightmare of a time trying to get my first line set up with them and now, after two weeks of trying, I have been forced to give trying to set up a second line with them...


...And guess what, that £15 credit I was promised.... nope, didn't show up!!

Hi bterence7,

It's disappointing to read about your experience but thanks for bringing it to my attention.

If you'd like any help from me 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'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

bterence7

Thanks for taking an interest Lee.

I followed your instructions and received the following reference number #11668869

Thanks