Vodafone complaints

Mikee123

Vodafone_company_representative wrote: »

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.

Kind regards,

Lee

Web Relations

Vodafone UK

Mikee123,

If the Ombudsman has already taken your daughter's case on then I'm afraid I'd be unable to intervene.

As such, we'll await contact from them.

Kind regards,

Lee

Web Relations

Vodafone UK

Hang on a minute! Is this the same brush off I have received from your customer relations team by any chance Lee??? :mad:

First I state I am sending the complaint to the Ombudsman... and you offer to help.

I give you the information and hold onto my Ombudsman complaint .....because you seemed to think you could look into this.

AND NOW YOU STATE THE ABOVE :wall::wall::wall::wall::wall::wall:



.............................. I REST MY CASE!!!!!!

(I will now send the case to the ombudsman - a week or so later than I SHOULD have sent it -had I not listened to you - :doh: I should have known better )

goodmorningsunshine

I have been on a price plan for at least the last 5 years, (took it out on a yearly plan, but that ran out, so have no currrent contract with them, they just keep supplying minutes and taking the money) been with vodafone a whole lot longer.

Today I received a text (from vodafone), stating that they were "closing the plan I was on and moving me to a newer one.

Cost 18.60/month
Current cost 10.00/month

They will give me extra minutes and data (that I do not need) for this. How kind!!! If I needed that, I would have changed my plan myself. I also have friends and family - which they do not mention on my new plan. Cost to me 5.00 per month just now.

I also have my dongle - 2g for 15.00 Yes, I know VERY expensive.

Last week, my elderly mother who used to top-up her phone, (I got her to change to the freebie 15.00/month, BUT she was only able to buy that for one month then it was withdrawn) went in to Voda Shop
(I was with her) saw this plan 11.00/month for 300 mins +text(not used) +data(not used), so got it added to my account.

They said that since it was the holiday weekend, come back on Tues and I will activate it for you. Back to the shop;

Tues, activated then told it takes 24 hours.
Wed not activated - back to shop - told it takes 24 hours
Thurs not activated - back to shop - Guess what - 24 hours
Shop was told if not activated by 4.00pm Frid, then cancel the order.
Activated 3.30pm Friday !!!!!!! What a farce !!!!!!

Can't help wondering that now its been done, they are now messing me about, as I caused a fuss over what was happing to my mum, having to go in EVERY day. Oh, forgot to mention, I called voda, was on for 35+ mins and got nowhere (although the person did try), phoned back - rang out, phoned back again, rang for 10 mins then a voice cut in, stating that due to an emergency they could not take my call. Called back again -
"Sorry we are now closed" - well yes, that would be an emergency.

If they are withdrawing the plan I am on, do they not have to offer me a similar one for same cost/monthly???

Vodafone

Mrkristian wrote: »

Back to me as soon as you can what does that mean?..........

Hi Mrkristian,

Having checked your case this morning I can see that one of my colleagues got back to you yesterday.

If you need any further help just let us know.

Fl1ghtR1sk,

Thanks for coming back to me.

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

Mikee123,

Once a customer has referred their case to the Ombudsman, we have to await receipt of it as per our complaints procedure.

I had intended to look into things further, however, your post from Monday indicated that you'd already referred matters to them.

Goodmorningsunshine,

I'm sorry to read about your recent experience.

If you'd like me to take a closer look at your account 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?

Kind regards,

Lee

Web Relations

Vodafone UK

mobilejunkie

Mikee123 wrote: »

Hang on a minute! Is this the same brush off I have received from your customer relations team by any chance Lee??? :mad:

First I state I am sending the complaint to the Ombudsman... and you offer to help.

I give you the information and hold onto my Ombudsman complaint .....because you seemed to think you could look into this.

AND NOW YOU STATE THE ABOVE :wall::wall::wall::wall::wall::wall:



.............................. I REST MY CASE!!!!!!

(I will now send the case to the ombudsman - a week or so later than I SHOULD have sent it -had I not listened to you - :doh: I should have known better )

I can well understand your annoyance - BUT I think there was a miscommunication here. Lee WILL try and sort it out asap if he can in my experience and DOES care (unlike the rest of this unholy outfit); however, if he misunderstood your earlier statement about a complaint to the Ombudsman he wouldn't be allowed to touch it (hence his comment). If I were you, I'd make it clearer to him that you haven't submitted the complaint until you've spoken with him. I doubt you'd have to wait long once he's got your information before he calls.

Mrkristian

no vodaphone representative got back to me yesterday thats a lie, no vodaphone represntitive has spoke to me, i had a missed call of an 0800 number but i dont know who it is off, usual trick try you once dont ring back still without credit that i wanted currently trying to unlock my phone can you help with that lee........???????:mad::mad::mad::mad:

Mrkristian

THE AUTOMATED RESPONSE IVE HAD COUNTLESS TIMES........

Thanks for contacting Vodafone customer care.

We’ve received your Email and in most cases we will respond within 48 hours.

The following links will answer the majority of questions you may have;

Vodafone Help Centre – online help for hundreds of queries ranging from price plans, using your phone at home and abroad and using our exciting range of Music, news and entertainment services.

Looking to upgrade your phone? Simply click here and we’ll take you through the process. Delivery is FREE when you upgrade online.

If you are having problems paying your bills and need help please call us on 08700 725 625

Our eForum lets you discuss the technical aspects of our products, services and the mobile world at large. Click here to access it.

If your phone has been lost or stolen please call us straight away on the numbers below for a bar to be placed on your account.

If you’re a pay monthly customer:-

• Calling from the UK 08700 700 191
• Calling from abroad 0044 7836 191 191

Alternatively, If you’re a pay as you go customer:-

• Calling from the UK 08700 776 655
• Calling from abroad 0044 7836 191 919

Supporting URLs below:-

Vodafone Help Centre - http://help.vodafone.co.uk
Vodafone Upgrades - http://www.vodafone.co.uk/upgrade
eForum - http://forum.vodafone.co.uk

Kind regards

Vodafone Email Customer Service

Vodafone

Hi Mrkristian,

Could you check your spam or junk folders for me to see if it's been routed into there as we definitely replied on the Tuesday under email reference 11820272?

You can request an unlocking code online. If you do a Google search for 'Vodafone unlocking codes' the top result will link you to the relevant form which you'll need to complete.

Thanks,

Lee

Web Relations

Vodafone UK

Fl1ghtR1sk

Hi Lee

Following the first contact from you (WRT135 - MSE / 11823023) after posting my complaint here, I have still heard nothing further from Vodafone. Is anything actually hapenning, do you know?

Whilst ignoring my complaints and issues, Vodafone have issued me with another bill - absolutely shocking that it is considered acceptable to disconnect my service, ignore my attempts to make contact and yet invoice me for a service that they actively obstructing the provision of.

Fl1ghtR1sk

OK - enough!

Can anyone tell me whether I can complain to Offcom without a deadlock letter? There presumably must be a way when Vodafone are just being utterly ignorant and inept and ignoring communications?

mobilejunkie

After 8 weeks if they haven't responded. I did that about Orange and Orange immediately accepted my claim in full, having totally ignored me for that period. It's CISAS though, not OFCOM.