Vodafone complaints

Vodafone

btheol wrote: »

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.

Hi btheol,

This isn't good to see.

If you'd like me to get this looked into 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?

Discodave wrote: »

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

Hi Dave,

Thanks for making me aware of your concerns.

If you're still in need of some help could you also email me as per the details above?

Kind regards,

Lee

Web Relations

Vodafone UK

diamonds

Has Vodafone customer services been relocated in part to 3GlobalServices India ?

Mrkristian

A gentlemen called from vodaphone the other day as i asked them to call me about the problems i have had i said i wasnt happy about my freedom freedoms not going on my phone thus leaving me with no credit to use the phone till i make another journey to the cash machine, anyway i asked the rep what he was going to do to i asked him about a new handset, with the use of my freedom freebies to which he said he could do and forget the extra to pay for the handset, when i asked if they could do a iphone as my phone is an old iphone 3gs they said no only could do android well all my stuff is apple even my laptop so an android phone is no good, so basically after being a vodaphone customer for 14 years, having had 2 contracts a few years ago that went till the end spending £££££££thousands over the years theres nothing that vodaphone can do for the 14 months hassle ive had with my freedom freebies, it never worked again this month when i put it on, last month when it went off and i needed it to phone my son and use for work it went off was off for 3 days whilst i waited for vodaphone to ring me back i cant afford to put credit on again as im budgetted for the month, so thanks vodaphone for doing nothing............

Vodafone

Hi Mrkristian,

I'm sorry that you remain unhappy with things.

I'm aware that one of my colleagues has been helping you with the problems you've had with your Freedom Freebee.

Rest assured that they'll be getting back in touch with you as soon as the Freebee is due for renewal again to make sure that this is resolved for you.

Kind regards,

Lee

Web Relations

Vodafone UK

Crystallady

Just rang Vodafone regarding a problem with the direct debit on my account and it was a complete waste of time. They were completely unhelpful apart from telling me to phone someone else - talk about passing the buck!.
If anyone has any advice on what to do next I'd appreciate it, scenario is as follows:
Used Vodafone for 10+years as a Pay as You Go customer and everything Ok.
Got a marketing call from one of their team early June and agreed to take out a contract I just needed internet access/email access and phone calls - don't use anything else - Ok £10.50 pm - signed up for 12months. Plan changed and no internet access so phoned them - they didn't realise phone was a blackberry they will change plan but will be a bit more expensive £13.50 and as it was their mistake they will not charge for amendment. Checked bank account yesterday and they have taken £27 - hence phone call today.
Apparently they have passed on a charge for an online competition we "must have" signed up for and no they can't stop or refund it. There is no way we signed up for any competition to win an IPad and certainly not one that charges £4.50 a week!! I asked how they could collect money for a third party and debit my account without my authority to be told it was in their contract - they didn't mention that when they phoned up selling their contract. The only thing we can do apparently is to text STOP to 88770 to stop more money being taken and complain to the company and / or Phone pay plus. I asked why they couldn't reclaim they money but was told only we could contact the company to do that. When I suggested that it was more likely that they didn't want to have the bother of sorting this out and it was easier to make the customer do it they said they would need information that vodaphone wouldn't know - what information is that then my phone number?
How can Vodaphone take money from my bank for services other than their own or not linked to the provision of their service, for a third party, using the direct debit authority provided by my for their services and then wipe their hands of the matter ?

davmail

Sorry to hear of your troubles,seems to me that as far as mobile phone companies are concerned,we as consumers have very little rights,they can charge what they like,impose charges,ie.for NOT paying bydirect debit,basically we are just free money to them,until the regulator grows some balls and does something,it aint gonna change.:mad:

minaz

I was with O2 for 20 years never had this problem. I rang as I had not received my discount, they promised a call back on 5 occasions, no-one rang. They took more money out of my account than agreed. The call centres are abroad so I cant understand some of the operators. They don't give a damn about customer satisfaction. I was given 5 different monthly tariffs I should have been on. don't touch these guys with a barge pole.

I have also emailed the CEO see if that helps.

Vodafone

Hi Crystallady,

I’m sorry to see what’s happened here.

If you'd like me to look into this, please 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?

Many thanks,

Jenny
Web Relations
Vodafone UK

Mrkristian

Vodafone_company_representative wrote: »

Hi Mrkristian,

I'm sorry that you remain unhappy with things.

I'm aware that one of my colleagues has been helping you with the problems you've had with your Freedom Freebee.

Rest assured that they'll be getting back in touch with you as soon as the Freebee is due for renewal again to make sure that this is resolved for you.

Kind regards,

Lee

Web Relations

Vodafone UK

put freebie on the other day still no contact, what did you say.....

Vodafone

Hi Mrkristian,

I'll follow this up with my colleague to ensure that this is resolved for you.

Thanks,

Lee

Web Relations

Vodafone UK