Vodafone complaints

animegus

Everytime i come of the phone with vodafone my blood pressur eis through the roof because they are always so rude and we go round and round and round in circles.

I got two contracts one for me and one for my wife and we joined vodafone family. we have been billed wrong and charged for all calls ever since. i can understand an error and phone very nicely to ge tit sorted but we've had to call a few times a week since April and im still being charged wrong.

What really upsets me is tht every time i have to explain the whole situation and they try and tell me im lying or im worng and that vodafone fmaily only gives one person in the gorup free calls to the other person. Then they go off and say ok we've recalculated the money will be in in 5-7 working days. it never is . they lie and lie and lie and you phone up and they say"oh the last person made a mistake we will devit it to your account" . we cant afford that so ask for a refund whihc i promised and again doesnt appear.

Then we requested a bill when we couldn't log in online and they sent us somebody else s bill , totally knocked my confidence in data handling. when we called and told then the service representative told us we were lying and when we proved it to him he laughed and said we were making to much of a big deal of it. after nearly 5 month we still aren't being charged correctly, no refunds and even formal complaints have given us nothing but flippant emails. Every time we call they promise us an extra £10 on our account and one time even £30 just to shut us up but even those haven't been added tot the account.

I have to budget the promises into my budget as i cant afford living otherwise ive got two kids and the false promise of £150 in the past has led me short of food and money. they have taken some off of our recent bill as debit of what they owe me but even that bill is wrong.

I'm fed up now and want to leave as soon as possible, my wife suffers anxiety and having people talk to her rudely only makes it worse.

in latest call we've been told were silly or sticking with Vodafone family as its "obviously not going to work" and we should upgrade our tariff. what a joke we shouldn't have to pay, with the hours we've spent on the phone Vodafone owe me!!

RANT OVER!! sorry i get so annoyed to see my wife so stressed

baldelectrician

If they have charged you the wrong amount formally dispute the bill, request a recalculated bill

If they take the wrong amount invoke the direct debit guarantee- the bank deal with it.
The bank can reverse the direct debit and reinstate the money back to the account

You need to complain in writing- if you use email keep a hard copy.

Fax is better as it is also time and date stamped. Then you can prove they got it (as the fax prints out a fax report)

Vodafone

Hi animegus,

I'm sorry to see that you're not having the best of times with us at the moment.

If you'd like me to take a looks at 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

xandir

Hi,

Had an ongoing problem, 4th week without a phone and Vodafone have not responded in the last 8 days.
It's turning into a comedy (I may not be laughing, but all my riends are) - I've included the summary below.

Any suggestions on what I should do next.
I was thinking of a formal letter.
Anyone have the name of the customer service director for the UK?

Date
Event
Week ending 26/7
Phone (HTC one X) earpiece stops working. Can still hear if I use speaker or headphones
27/7
Took phone to Dundee store and it is sent off for repair
3/8

Return to Dundee store to pick up repaired phone. Letter attached saying that couldn’t repair, so a new phone has been provided.

Rep in shop slightly concerned that phone had no power at all, but told me to give it a good charge and it would be fine.
4/8

After a long charge, powered up phone and started to configure.

Phone kept crashing and every time the screen timeout happened, the phone would freeze. Had to hold power button for 20 seconds, then lights would flash, then it would be up for either 5 minutes if constantly used before it crashed, or after screen timeout it would freeze again.


Called Vodafone and explained situation to customer rep. He told me that it needed a software upgrade. When I asked him what to, he gave me the same version as was installed on the phone. He told me, that something must be missing from the upgrade, so take it in to any store and they would fix it right away. I was a bit dubious about this, but agreed to do it.
5/8

Went to Glenrothes store and told rep what I had been told on the phone. He looked at the phone, which was completely dead by this time and would not charge, and told me that the person on the phone had been talking rubbish. I asked him to replace the handset, but he said he couldn’t do that. I pointed out it was brand new, but he said it didn’t matter.

He said the only thing he would do was send phone for repair.


I asked him what I was supposed to do for a phone as I was travelling to Ireland first thing the next morning and he offered to sell me a PAYG phone to use.
Given that I have 4 phones on my account, I was astounded and insulted by this. I decided to leave the store without another word before I lost my temper.


I then phone Vodafone again and spoke with another rep. He half listened and I had to repeat several things multiple times. It wasn’t that he didn’t hear me or couldn’t understand, it was that he was just not paying attention.
He kept telling me he would sort it for me to pick up a temporary phone from the store in the morning, even though I kept telling him that I was flying at 7am.
Anyway, I said I was not going back to the store and asked him to send me a repair bag so that I could return the phone.
He said he would and that it was guaranteed to be there within 48 hours.

9/8

No returns bag has arrived.

I fill in a complaints email to Vodafone, telling what has happened and how dissatisfied I am with the service.


I explain that I require a new phone to be sent to my home to be waiting there when I get back from Ireland on 16/8. I also ask for a returns bag, to send back the brick that you gave me.


I also stated that if you don’t wish to do this, then to please inform me, send a return bag and I will return the 4 phones I have with you and terminate my account.
10/8

Email from Navdeepsingh Saini (customer services), which addressed none of the points I had made in the complaint email and told me to provide a load of information and then they would arrange a postal repair.

I replied “I see from your reply that you have either not read the points I made in my email, or have chosen to ignore them.
Please escalate this case to someone who will.”
13/8

Email from Vishal Dave (customer services) stating that he had read all the points in my mail, discussed it with his manager, but the best they could do was arrange a repair as informed in their previous email.

I replied “ Dear Mr Dave,
Your response is totally unacceptable.
Please "refer it to our dedicated customer relations team" as per your customer complaints code.
15/8

Sent email -
After over 48 hours with no response I sent the following

“Still waiting on a response from the dedicated customer relations team after two full days !!!”
16/8
Sent email -
3 days (72 hours) and still no response.

I expect a communication before the end of today.

If that does not happen, then I will suspend my direct debit, until such time as the issue is resolved to my satisfaction.

19/8

Sent email -
So, now six days without any communication from you.

Would you care to explain why?

21/8
Sent email -

So, 8 days and no response.

Time for a formal written letter of complaint then I suppose.


Cheers

Mike

animegus

Hi Lee!

Thank you so much i really appreciate any help you can give us in sorting it. Sorry about the rambling message on here i was just upset after a phone call, i hate people being rude to my wife it really pushes my buttons

Anyway i emailed them and im not sure if this is right but th only reference number was in the subkect and it was

WRT135 - MSE [#11776890]



If its not right ill wait for the next email they send.

Thanks again,from what people are saying you guys on here do a great job ( better than the guys on telephone) .

Take Care

Vodafone

xandir wrote: »

Hi,

Had an ongoing problem, 4th week without a phone and Vodafone have not responded in the last 8 days.
It's turning into a comedy (I may not be laughing, but all my riends are) - I've included the summary below.

Any suggestions on what I should do next.
I was thinking of a formal letter.
Anyone have the name of the customer service director for the UK?

Time for a formal written letter of complaint then I suppose.


Cheers

Mike

Hi Mike,

I'm sorry to see how dissatisfied you are with the level of service you've recently received.

If you'd like me to get this looked into could you update the thread with your email reference number from the contact you've had with us so far?

Failing this, could you email me as per the details provided yesterday?

animegus wrote: »

Hi Lee!

Thank you so much i really appreciate any help you can give us in sorting it. Sorry about the rambling message on here i was just upset after a phone call, i hate people being rude to my wife it really pushes my buttons

Anyway i emailed them and im not sure if this is right but th only reference number was in the subkect and it was

WRT135 - MSE [#11776890]



If its not right ill wait for the next email they send.

Thanks again,from what people are saying you guys on here do a great job ( better than the guys on telephone) .

Take Care

Hi animegas,

Thanks for coming back to me.

I've received your email and will get back to you as quickly as I can.

Kind regards,

Lee

Web Relations

Vodafone UK

xandir

Hi Lee,

The reference number is 11748340

In addition, before the emails, I had 2 phone calls and 3 visits to shops

Thanks for taking the time to respond.

Regards

Mike

Vodafone

Hi Mike,

Thanks for coming back to me.

I'll try to trace your details from your reference number and get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

whinebunbury

Me and everyone else on vodafone in the village of Wybunbury have issues with barely a useable signal.

I've complained even direct to their CEO and the response is "you can buy a sure signal box to fix this for around 100 pounds" , why would i pay to fix their lack of signal when they sell it as being fine? wonder how much more of their great coverage map is a fairy tale???

their coverage map says "good indoors" when you cant even get a signal half the time, when you do its not usable even to send texts we have to go outside or sit near to a window, people are still lucky to receive them the same day.

customer services called me once to say the issue is that the phone is swapping between the 2 and 3g signal in the area, contradicted by their engineer on the forum who states that its only 2g on the mast we connect to and there's no plans for 3g in the area yet. (did i hear someone say 4g is rolling out to the uk? lol, they must think we're still in caves in cheshire)

lots of money each month paid to them for inclusive minutes we cant use, instead running up a landline bill.

not happy so have gone to ombudsman, lets see if they can get a better response.

P.S - to add insult to injury mates who have "orange" phones can get a strong 3g signal in my house and around the area, strange when vodafone told me that "its the geography of the area, its not possible to get a great signal" , perhaps they could phone orange and ask how they do it!!

I'll keep you guys posted, this company seems to care very little about its customers, i can round up a lot of people here that have issues with their service, no doubt its a case of people rolling over and putting up.

Supatramp

It seems to me that Vodafone are more interested in spending fortunes taking over competitors in various parts of the world, rather than give their core British customers a decent service.

VF rolling out a 4G service would be a huge joke if it wasn't so pathetic! Next week I'll again be staying in a town just 18 miles from the oil capital of Europe, and again having to put up with a poor 2G signal. 3G is non-existant but obviously it's more important to VF that they provide London and the south of England with 4G rather than support their customers nationwide.