Vodafone complaints

lucia.marie

Terrible service and complaints procedure.

I had a complaint which i opened on 20th of July 2013.
I use to have a 35pm contract which offered me unli text and calls and 500mb of data but because I was at placement and i had no internet connection I opted for bolts in which was 1gb for £10 that was fine.
Then a sales team rang me asking if I wanted to go for 47 a month which would give me 4gb of data but before i agreed i specifically asked if i could downgrade back to my original price plan because I only need the data for a couple of months and the sales agent said yes, certainly.
Had no problems for the next few months (except for very bad internet signal)

My placement ended on July so I phoned on 21st to have it cancelled, and you know what they told me? I can't, because I have agreed to a change of contract and to downgrade is not possible. RIDICULOUS! I have been MIS-SOLD!
I have been promised a call back within 28 hrs never happened. Phoned the next day promised a call back 24-48hrs again. NEVER HAPPENED .
rang again on 24th of July
and again 3rd of august
and again 13th of august
all those times promised 24-48hrs call back NEVER EVER HAPPENED.

First week of September, Marketing had the audacity to ring me to offer me a new contract and has informed me that my COMPLAINT HAS BEEN RESOLVED ALREADY. At this time I was already at my limit, I was stress, utterly disappointed, angry and frustrated. I was promised again 24-48hrs call back. Guess what ? NEVER happened.
I left it because it was causing me stress I did not need. But today rang again, asked my boyfriend to speak to them because I did not want any more stress and frustration.
While my boyfriend was explaining things, the customer agent raised his voice on him, I heard this because he was on speaker phone. When we asked for his name or agent ID to make a complaint against him he didn't want to give it to us.

But another funny things ( but seriously an insult) this is what the agent had offered to resolve my complaint:

1. STILL CAN'T DOWNGRADE MY CONTRACT TILL DECEMBER
2. £5O CREDIT TO MY ACCOUNT (I have been over paying them since July so till december would have over payed 60+)

Vodafon seems to think that there customers are stupid and can't do Maths.

I'm off to write the ombudsman a letter and ofcom as well about how vodafon has been treating me as a customer.
And once its settled its goodbye and I'm never ever coming back.
P.S. the complaint is also all over facebook and twitter because I don't want anyone else to go through so much stress and frustration as I did with this company.
As paying customers we deserve better

Mikee123

Vodafone_company_representative wrote: »

Hi Mikee123,

I'm sorry to read about how unhappy you and your daughter are with the level of service you've received.

If you'd like me to take a closer look 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 will 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. So I can make sure I've got it 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

no thanks Lee,
what would be the point?
the chance to accept responsibility and correct the problem has been and gone.
I have posted on the forum of your company (where many "customers" post the same problem in our area) and I have posted SPECIFIC details on here of the problem. If your company cares so much - like you are trying to make out....speak to Natalie and Ryan from your "customer relations" team - ask who they spoke to with the EXACT problem I posted on here.
My daughter spoke to Natalie and I rang after my daughter called me in tears. My call was at 11.34 23/09/2013 and I spoke to Ryan...if you really WANT to PROVE you can do what is right and put right the points I make.... TAKE THE TIME TO TRACK US DOWN! Its called caring for YOUR customers!
We spent hours trying to have this resolved - YOU MAKE THE EFFORT WE DID!

ps, how convenient is it that after I made a call to Ryan myself I began to receive texts to my phone from your company saying...."Hello we'd like to ask you 4 questions about your most recent contact with Vodafone. All texts are free, and the 1st will follow shortly." - from number 41131.

Then I got this text: "Q1 of 4: Based on this experience, how likely would you be to recommend Vodafone, from 10 (definitely would) to 0 (definitely would not)?"

I texted right back MINUS A MILLION, and guess what the text failed.
SO...I TEXTED AGAIN THE NUMBER "0" AND GUESS WHAT.....
THE TEXT FAILED ... Now thats what I call a RIGGED survey
and before you assume its my mobile - I am not with your company myself (thankfully) and my texts work perfectly fine as does my service.

Vodafone

Hi lucia.marie,

I'm sorry to read about your experience.

If you'd like me to take a look 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 will 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. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Mikee123,

Thanks for coming back to me.

Could you provide me with a link to your post/thread on our eForum?

Kind regards,

Lee

Web Relations

Vodafone UK

Mikee123

Lee, you are tech team according to Vodafone, yet on here you are classed as web relations. I fail to see how you can help in any way since your "customer relations" team failed so dismally.
[#4641604] - complaint number
Just google vodafone problems in any of the areas on the complaint and let me know what you find .... it's not pretty, in fact its quite scary:shocked:

mobilejunkie

Vodafone are a law until themselves. He is, in fact the only part of their "organisation" who gives a damn, can and will help. I sympathise, but anything else with Vodafone is a complete waste of time (as you've found).

headcase6969

hi there,i'am on pay as you go mobile on vodafone,its my back up phone so dont really use it much,i had £24.16 on it the other day,next day i got a text of vodafone to say the balance was £0,strange i thought so went on live chat,the man said i had made a call at 5.23pm to a certain number in the usa and that had eaten my balance,told him that my phone call log on my phone doesnt show that i made that call,told him i was in bed at that time,told him that i do not use the phone probs only in emergencys.a quick google of the number he said i had rang,the whole 1st page of google was full of scams,so i told he that only to b told our records are right and your wrong u did make that call so thats it,so this scam has sumhow took my calling airtime,not happy like,so gonna email vodafone

mobilejunkie

Don't bother. Send a message to the WRT as instructed endless times on here!

husnu1

This is the first time I am writing in any forum. I am absolutely shocked with the services I am getiing from Vodafone Customer Services and my next step will be to make an official complaint.
I have been on Vodafone Sim only contract for many years because I wasn't happy with the deals that they were offering me and last month after deciding to leave Vodafone they offered me a good deal and I have signed a 24 month contract on 2 Galaxy S4. I love these phones but after being told that I wasn't going to be charged for the handsets Vodafone decides to send me 2 invoices for the handsets for £53.94 and £48.99.
I have spoken to their Customer Services at their Egypt Headquarters and first time I spoke to them on the 19th of August I was told that I shouln't have been charged for the handsets and she said that she will issue me with a credit note and I will see nothing whatsoever on the next bill but when I received my next bill there was an extra charge for the handsets for £102.93. I spoke to someone in Egypt again on the 23rd of September and again after a lot of sweet talk he said that he will definately solve my problem and will get back to me asap and again my problem wasn't solved.
I decided to call them for one last time and this time I begged her to give me a UK number as I was fed up and waisted a lot of my work time speaking to them. She said that she is not able to help me but she said that 100% she will solve my problem. I was on the phone for about an hour again and she didn't even understand what I was talking about. She kept giggling and laughing all the time as if she was making fun of me. In the end after not solving my problem, because she didn't full understand my point, she said she will get back to me in 2 hours and now 3 days passed and she still hasn't got back to me.
I now have a bill in my hand for £180 which should have been paid on the 27th of August but I can't pay it because it is the wrong amount and Vodafone is doing nothing about it.
I don't understand why I have to suffer and lose hours of my work time trying to solve a mistake which was created by Vodafone in the first place. This has caused me a lot of stress and just don't know what else to do.
Prior to this I was even thinking of getting a new upgrade for my daughter but after this there is no way that I want to deal with Vodafone again.
This is not the way that Vodafone should treat Customers who have multiple contracts with them. I just can't wait for my contract to finish and leave Vodafone for good.
I would be very happy if someone in the forums can give me a UK phone number for Vodafone or let me know if there is anything else I can do?

mobilejunkie

See the previous post.

Vodafone

Mikee123 wrote: »

Lee, you are tech team according to Vodafone, yet on here you are classed as web relations. I fail to see how you can help in any way since your "customer relations" team failed so dismally.
[#4641604] - complaint number
Just google vodafone problems in any of the areas on the complaint and let me know what you find .... it's not pretty, in fact its quite scary:shocked:

Hi Mikee123,

Apologies for the confusion, I'm not the Lee who posts on our eForum.

In regard to your reference I'll liaise with our Customer Relations department.

headcase6969 wrote: »

hi there,i'am on pay as you go mobile on vodafone,its my back up phone so dont really use it much,i had £24.16 on it the other day,next day i got a text of vodafone to say the balance was £0,strange i thought so went on live chat,the man said i had made a call at 5.23pm to a certain number in the usa and that had eaten my balance,told him that my phone call log on my phone doesnt show that i made that call,told him i was in bed at that time,told him that i do not use the phone probs only in emergencys.a quick google of the number he said i had rang,the whole 1st page of google was full of scams,so i told he that only to b told our records are right and your wrong u did make that call so thats it,so this scam has sumhow took my calling airtime,not happy like,so gonna email vodafone

Hi headcase6969,

Thanks for making me aware of 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. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

husnu1 wrote: »

This is the first time I am writing in any forum. I am absolutely shocked with the services I am getiing from Vodafone Customer Services and my next step will be to make an official complaint...

Hi husnu1,

It's disappointing to read about your recent experience.

So I can get this looked into could you also email me as per the details posted above?

Kind regards,

Lee

Web Relations

Vodafone UK