Vodafone complaints

gusm41

I have a problem with Vodafone, I asked to pay of my twin daughters sim only deal.

I was informed that it would cost over £100 to cancel them, but if I took out 2 I phone 4s phones on a £37 per month deal I would only have to pay £10 each to cancel them.

I duly took the deal they offered only to find out that they had in fact put the 2 phones on a early upgrade deal (6 months early). The contracts are now 30 months long, despite phone calls and live chat they say that is what I agreed to.

The customer service is a joke.

I Have asked them to listen to the telephone conversation but seemingly i have to pay £10 for this.

carrieparkinson

Hi, whoever you spoke with is getting mixed up with call listening request done by a manager and listens to the call requested. This is free and is part of the escalation process in some cases...
the £ 10 is the charge for you to access all of your notes /info that voda hold on you. Id ring back...

Vodafone

gusm41 wrote: »

I have a problem with Vodafone, I asked to pay of my twin daughters sim only deal.

I was informed that it would cost over £100 to cancel them, but if I took out 2 I phone 4s phones on a £37 per month deal I would only have to pay £10 each to cancel them.

I duly took the deal they offered only to find out that they had in fact put the 2 phones on a early upgrade deal (6 months early). The contracts are now 30 months long, despite phone calls and live chat they say that is what I agreed to.

The customer service is a joke.

I Have asked them to listen to the telephone conversation but seemingly i have to pay £10 for this.

Hi gusm41,

Thanks for making me aware of this.

If you're still in need of some help with things 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

SueReading

For approx. 5 years (it could be more) I have been on the paperless billing system, and have been receiving a text msg from Vodafone every month telling me the total amount of my bill, my account number and the web address for me to have a closer look at the itemised bill. Unfortunately, I have NEVER been able to access this online bill. I have tried to re-register online SO many times and each time it tells me that it doesn't recognise my phone number as a Vodafone customer :wall:. I bought the contract at a Phones4U store, it was originally a Singlepoint bill which was then taken over by Vodafone, but I'm on 02 network. I have contacted Vodafone on several occasions over these last few years in order to gain access to MY account, but the matter has never been resolved - something to do with a 'cant be bothered attitude' from the 'support team' is the impression Vodafone have left me with, and I don't have the time to keep chasing people - when they say they will do something, I expect them to do it! They'd soon be on my case if I failed to pay a bill despite promising to do so!

So, in my latest attempt to resolve this issue I contacted Vodafone on 15 July asking for some assistance to gain access to my account via the Vodafone website. I thought I would use the online chat service that was offered to me. I went through to Sunil at their Mumbai office. After 37 minutes of online chat where he didn't think to ask me for the account number (!) until I offered it to him, he established that he too could not find my account, nor could he establish that my phone number is even registered with Vodafone! What is the purpose of the account number if its not locatable? Sunil referred me to Vodafone's Business Customer Service team 'because my account is old' (its a personal acc NOT a business acc). Anyway, he said I would receive an email reply within 2-3 working days...

Well Vodafone... I've been more than patient, I've given you 25 days to respond and I'm still waiting....

This is unacceptable.

Marg

SueReading - I can't offer any help but I've had a similar experience - they can never 'find' my details either! The reason I've been given is that if the 'contract' is bought through a 'third party' you are on a different 'platform'!!

No idea what it means: :eek: maybe the Vodafone rep can explain

Vodafone

Hi SueReading,

I can appreciate your frustration here.

If you'd like me to take a closer look at this 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

SueReading

Lee, Web Relations, Vodafone.

Thank you for your offer of help. Since my posting on MSE was made I received a brief reply from Santosh Shrivastava in Customer Services (I have no idea whether they are in Mumbai or UK) - they have informed me that the reason I cannot log into MyAccount is because I did not provide him with a valid Vodafone telephone number and could I send him a valid phone number so he can look into the matter - no I cant send him a valid Vodafone phone number as that IS MY PHONE NUMBER and has been for many years.

If that's the case, and I'm not a customer of Vodafone, then why are Vodafone debiting my account every month and informing me via SMS message that I should log into their website to access details of my calls, etc! It makes no sense at all, and quite frankly using that as a reason is absolute rubbish.

If the reason is as 'Marge' explained, that my records are on a different platform because I had purchased it through a 3rd-party (whom Vodafone own) then surely Vodafone have records of all the customers that they gained when the company acquired said 3rd party...

I have sent a full response to Santosh via the generic email address his reply came through on, explaining the inconsistencies in the Vodafone response with evidence of the online chat where the Voda-representative confirmed he had found my details and the error message I receive when trying to access the 'MyAccount' webpage.

I suppose I'll be waiting another 25 days to get my next email response from Santosh or whoever else has picked up my extensive email (INC000000774554).

Confident that Vodafone will resolve the issue? .... no at the moment.

Vodafone

Hi SueReading,

Thanks for coming back to me.

So I can get this followed up could you let me know your email reference number from our automated reply?

Kind regards,

Lee

Web Relations

Vodafone UK

SueReading

Hi Lee,

Reference Number #11763271

Thanks
Sue

Vodafone

Hi Sue,

Thanks for your time on the phone yesterday.

As promised, I'll get back in touch with you as soon as I have further news.

Kind regards,

Lee

Web Relations

Vodafone UK