Vodafone complaints

Vodafone

Hi all,

Just to provide an official reply on the topic of PAC's (Port Authorisation Codes) and number transfers.

If a customer requests and uses a PAC then the transfer date confirmed by their new network provider will constitute the cancellation date with us.

Naturally, if the transfer takes place before the minimum commitment has been fulfilled, then the appropriate cancellation fee will be billed to the final bill.

In the event that the customer changes their mind on keeping their number but still wishes to cancel their account, they'd need to notify us of this so the cancellation can be arranged.

bterence7 wrote: »

Thanks for taking an interest Lee.

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

Thanks

Thanks for coming back to me bterence.

As promised, I'll check your account again today to see what progress has been made.

SnowMan wrote: »

Just to update readers of this thread.......

Lee called as promised and I comfirmed I haven't received any further unwanted marketing texts, so looks like everything has been fully resolved.

Thanks to Lee.

Hi SnowMan,

Thanks for updating the thread to confirm that your query has now been resolved.

Kind regards,

Lee

Web Relations

Vodafone UK

DonnySaver

The response I just received from Vodafone by email just reconfirms what Lee has just said really:-

At a time we can take only one action on your account. We can either schedule your number for cancellation or you can have the number transferred to another service provider by requesting the PAC.
If the number is cancelled, a PAC can't be issued for the number. When the PAC is issued the contract is cancelled automatically once it has been used and the number is transferred to another service provider. A PAC remains valid for 30 days only.
As you wish to retain your number with a different service provider you can contact us on the 1st week of September and we'll issue the PAC for your number. You can then use it to get the number transferred around or after the contract end date to make sure that no early termination fee (ETF) is charged on the account.
ETF is the line rental amount till the contract end date and is calculated on a pro rata basis. This amount reduces on a daily basis and becomes £0.00 on the contract end date.
I trust this information is useful.
Kind regards,

Vodafone Customer Services

diamonds

diamonds wrote: »

Well Voda terms are inconsistent (whats new ? are they not ALL at it) with regulator Ofcom PAC regulations on PAC code, a PAC out to another network with your number WILL cancel ANY contract as per the regulations.

Voda rep - Lee, ask your legal team to do their job and reword the T&C around obtaining using a PAC to leave Voda to be inline with Voda website and Ofcom regulation.

UK communications company ARE the WORST at communicating CLEARLY.

Hi Lee,



Just Diamonds again, you seem to have missed my last post^ so I am just highlighting it.


Can you re-assure MSE users that you will let the CEO and legal team know your T&C are not infact in line with Ofcom regulation with regards to Port Authority Code and contract cancellation, and also in general are just unclear as to the whole PAC and/or contract cancellation process within Vodafone UK and given the nature of cancellation it is rather imperative the T&C give a full clear concise account of such PAC and cancellation options, not just via customer service channels.

A cancellation/PAC request or intention to do so SHOULD be in full on a binding document. Moreso given it IS the governing document on the WHOLE contract terms on both parties.

Many thanks,


(Shine bright like a) DIAMOND(S)

Mrkristian

even after posting my number on here for the vodaphone rep i hve still not recieved any contact........

d123

Mrkristian wrote: »

even after posting my number on here for the vodaphone rep i hve still not recieved any contact........

Why would you bother when they don't work with phone numbers?

If you want to speak to them on the phone call 191.

If you want help from the forum team, they only liaise by email.

Vodafone_company_representative wrote: »

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?

Vodafone

diamonds wrote: »

Hi Lee,



Just Diamonds again, you seem to have missed my last post^ so I am just highlighting it.


Can you re-assure MSE users that you will let the CEO and legal team know your T&C are not infact in line with Ofcom regulation with regards to Port Authority Code and contract cancellation, and also in general are just unclear as to the whole PAC and/or contract cancellation process within Vodafone UK and given the nature of cancellation it is rather imperative the T&C give a full clear concise account of such PAC and cancellation options, not just via customer service channels.

A cancellation/PAC request or intention to do so SHOULD be in full on a binding document. Moreso given it IS the governing document on the WHOLE contract terms on both parties.

Many thanks,


(Shine bright like a) DIAMOND(S)

Hi diamonds,

I've raised this internally to make sure we're doing everything we're required to do.

Mrkristian wrote: »

even after posting my number on here for the vodaphone rep i hve still not recieved any contact........

Hi Mrkristian,

One of my colleagues did try to call you last week.

As they weren't successful in reaching you I'll ask them to try again today.

d123 wrote: »

If you want help from the forum team, they only liaise by email.

Hi d123,

Although most of what we do is online we do call our customers wherever possible to ensure that their queries can be resolved quickly.

Kind regards,

Lee

Web Relations

Vodafone UK

Discodave

Hi

Just tried to contact you via LIVE Chat on the website regarding my data allowance, and no delivery of low data notifications

chap I spoke to was rude, and left the chat even before I could ask him what he could do to help me.

Basically said, we don't offer that, that's what the online billing is far, and goodbye.. not happy VF customer... again....

Look forward to someone replying to this message, in the hope they can help, as this is the second (indentical) complain within 3 months

Kind Regards
Dave

diamonds

Vodafone_company_representative wrote: »

Hi diamonds,

I've raised this internally to make sure we're doing everything we're required to do.



Hi Mrkristian,

One of my colleagues did try to call you last week.

As they weren't successful in reaching you I'll ask them to try again today.



Hi d123,

Although most of what we do is online we do call our customers wherever possible to ensure that their queries can be resolved quickly.

Kind regards,

Lee

Web Relations

Vodafone UK

Thanks Lee, hopefully they will revise the T&C on cancellation/PAC in full and in clear laymans terms english, consumers cannot be expected to know legislative text and hopefully Vodafone can take a stance in UK telecoms on such a cancellation term and condition being fully factual, clear, easy for customers to understand and enforce.


Thanks again Lee

btheol

I ordered two new phones a month ago.... one arrived in the promised time one didn't.

Received one phone

Phoned and promised a callback next day from sales team after they had listened back to original call. Did not get this!

Issue e-mail to Vodafone titled Complaint.

Callback from CS – knew nothing about complaint and gave false information. – Asked for her to call back – within 20 minutes (no callback), received e-mail an hour later.

Replied to e-mail detailing ignored parts.

Received cheeky message from manager, unable to answer call.

Called back and told I had been sent e-mail – still waiting this e-mail.

Asked for manager to call back – still awaiting this.

On Friday called Vodafone CS - Akmhed unable to deal – managers only call back after 48 hours. No managers available in Vodafone due to them all being in meetings. Got put through to sales team - appeared disgusted at way I had been dealt with - told always a manager available.
Spoke to Amir (manager) Gave compensation immediately, promised phone would be delivered today (Monday), with text message to confirm would be sent on Sunday, with Amir promising a call back on Monday personally. Needless to say this has not happened. On phone to Vodafone - Hbea in Billing team and told again that no mangers available in whole of Vodafone, asked her to repeat this twice to confirm this. Asked to be put through to sales team in UK, Hbea carried on talking - obviously this is not done! Ridiculous that I am once again having to explain whole problem again and once again I am lied to. Would really, really appreciate a call back from a manager who can actually deliver on promises.

Discodave

I will try again on VF Live Chat, and report back once I get anyway