Vodafone complaints

SteveWilliams

Obviously you need it sorted out quickly, but keep paying and, if they find it is their fault - which it seems - then you will almost certainly get compensation particularly if you threaten the regulator.

Thanks very much for the advice. I will be sure to heed it, I just feel so choked at having to hand over that much money when I know it is their mistake. Could you please explain the role of 'the regulator' and how best to approach the matter as I am new to this, would that be the best way forward?

baldelectrician

You should cancel in writing (recoirded delivery), via email and call to check they have recieved it. I had 'issues' with Vodafarce not recieving letters for a few weeks.

Vodafone

Hi Guyss

Discodave - You'll need to fill in the online Contact Us form on our website with the details. WRT135 is a code that routes your email straight to my team.

john666 - I'm glad this got resolved for you.

shopndrop wrote: »

Another one here with problems with VF. Have been a customer for many many years and upgraded my contract in April with a new phone. Have had nothing but problems since and VF have been quite useless. I wanted a 3G for internet use but keep getting message no network coverage. Was told this was due to me having phone on 3G settings and to change it to 2G. They then suggested it was because of the area I was in. Have never had no network coverage problems with VF before on my old phones. Another important thing for me was good battery life and preferably a Nokia phone. They said Nokia battery life is not good now and persuaded me to have a Sony Ericson C510. My phone is charged in the mornings and by the time I get home from work I am lucky to have 20% of my battery left after possibly making 2-3 calls during the day. Come on Vodafone, whatever happened to looking after your customers.

Hi shopndrop

This is unusual.

The message you are gettin gabout network coverage, is this only happening when you try to use the internet or is it all of the time?

I'd suggest the best place to get this issue investigated and resolved is http://forum.vodafone.co.uk (our eForum). This is manned by our dedicated technical support trained staff who are fantastic at diagnosing and answering these issues.

The battery issues you describe doesn't sound normal as Sony Ericsson do tend to have the longest battery lives on phones in my experience. For your next steps with this I'd suggest the steps here.

bewildergirl wrote: »

I'm fed up to the back teeth with Vodafone (for the nth time this contract).
I took out this current contract on an 18mth from Voda on 25/03/08 and under the terms can upgrade 70 days from end of contract, which by my reckoning meant I should have been able to upgrade in July.

When I phoned up to query this they informaed me I can't upgrade till Sept cause they added 2 months to the contract as I got out of my last deal early. They were unwilling to provide me evidence of this when I was on the phone and when I asked the phone guy to direct me to the terms and condittions point that dictacted this he said that he was"...not prepared to go trawling through terms and conditions". After a chat with his supervisor or whoever he quoted some term and condition at me but couldn't tell me what document it was from. I have no recollection of this extra 2months being added at the start of the contract, I have all my documentation regarding the purchase of the contract and can't find any reference to it at all.


Then to add insult to injury they had previously persuaded me to change my sim only contracts for my daughters to their plan instead, and while my daft daughter ran up a large bill, they refused to put a physical cap on her phone so she won't exceed her allotted minutes and texts. I've had it up to my ears with Voda and cannot wait to escape this contract. I've had nothing but problems with the crappy Sony Ericsson K850i phone (been back to shop at least 3 times for repair) and all this on top......is this how they reward the customer that has been with them for at least 8yrs??

Hi bewildergirl

I can understand your confusion.

When you take a contract with us we allow you to upgrade 70 days before the end date if you would like to.

If you choose to do this you would still need to fulfill your original contact term that you agreed and then however long an extension you agree to as your upgrade.

This process allows you to get your new phone and/or new price plan sooner should you want to.

In relation to the capped allowance. This is no longer a service that we are able to add. When it was an offer, the data it worked from could be 72hrs behind and didn't include data, so a bill could still accrue. Once the balock went onto the account it would also stop you using the service altogether until the beginning of the next month, even if you still havd parts of your allowance left.

If you would like me to look into alternative plans for your daughter that may suit her usage better or have anymore problems with the handset, sent an email to me using the Contact Us form. Include a link to this thread, along with your details and WRT135 in the body of the text so that it routes to my team and I'll help.

PrefabGrandad wrote: »

Hi all, first time post, this is just to say that i am thoroughly CHILLED TO THE BONE by the appauling service i have received from vodafone. they have just ripped 100 pounds off me in order to cancel the service, i originally signed up for a 12 month contract but they have strung me along now for almost 19 months, each time i try to cancel it they will harrass me. 4 weeks ago i thought i had finalised my contract by paying a final payment but no, as soon as i step in the door from my holidays they're on the phone again asking me why i havent paid last months bill! they then admitted a clerical error and promised they would not hassle me with their stupid banter again. they rang me again today with the same message, i insisted it was a clerical error as the woman had stated however this reprasentative was indifferent to this opinion and has insisted that i had been misleaded. with this i paid the FINAL FINAL amount, she has promised that she will get her manager to cancel my account after this 100 pound has been paid. if they ring me back i dont know what i will do!!

Hi PrefabGrandad

If you have any future difficulties please don't hesitate to get in touch with us here using the same instructions as above with bewildergirl.

Thanks

Kirsty
Web Relations Team
Vodafone UK

Vodafone

SteveWilliams wrote: »

(sorry for the lack of pound signs but this key is not working on my keyboard irronically)

I am in the 12th Month of an 18 Month Contract with Vodafone. I am on a Tariff where I get 900 Minutes and Unlimited Texts for 35 pounds a month. The last 11 Bills have averaged about 60 Pounds as I also use the Internet to check e-mails etc for work and this is not included, but I never go over my minutes.

I recieved this months Phonebill last week and to my horror they are charging me 218 pounds. They say I have 140 pounds worth of calls over my 900 minutes. I have not used my phone anymore than any other of the last 11 months so cannot understand how this has happened and it is 4 x the usual. I think I would have noticed using it that much! I havent been on holiday or anything either.

On the itemised bill I receive all the minutes and costs add up and it clearly shows I have gone over, this HAS to be a mistake as I know how much I use my Phone. I spoke to Vodafone as soon as I recieved the Bill and a Customer Service Agent told me to circle the calls on it that I think I didnt make as sometimes there is such a thing as callback that can happen their end. It is very difficult to remember these calls as they were over a month ago.

I also noticed that I was charged for my Itemised Bill which has never happened before and is free as part of my package. Could they have a Computer error their end that has mixed my bill or messed up the call records?

Has this happened to anyone else and if so do they have any ideas for me?

I have cancelled the Direct Debit until this is sorted. The other thing the Advisor said to me is that I could have a faulty Sim or Phone so to take it into the Shop, my Phone seems fine to me and I dont think this is the case.

I just feel very down that this has happened as hand on heart I know I have not used my Phone anymore than a normal month but its hard to dispute when they have it in black and white on the bill.

Hi SteveWilliams

Sorry I missed you off my last post (I missed the last page! )

I'f really like to look into this for you as it has clearly impacted your view on Vodafone.

Follow the instruction on how to get in touch from my post above and I'll investigate and get back to you as soon as I can.

Thanks

Kirsty
Web Relaitons Team
Vodafone UK

beefturnmail

I also have had problems with vodafone, concerning cancelling a contract upgrade within the 7 day cooling off period and then leaving them for another provider. Not sure whether it's wilfull or just sheer incompetence, but at every step they seem to have done everything to make this as difficult as possible

It started 2 months ago when I was offered a new contract over the phone by Customer Retentions. Salesman said he would match a deal I'd seen with Virgin. When the paper contract came through a few days later, they'd sneakily quoted the contract ex VAT, so it was actually 15% more expensive than the equivalent deal I'd seen with Virgin. I rang them back and they wouldn't budge, so I said, fine I'm cancelling the contract and returning the new phone (was within the 7 day cooling off period within their own t & c). Apparantly I couldn't go back on to my original price plan so they put me on my nearest equivalent price plan whilst they waited for me to return the phone, before resetting my contract dates.

I sent the phone back, waited a week and rang up to check receipt of phone and request PAC. I knew they had the phone, because it was recorded delivery. Apparantly phone was still being 'processed' and PAC would be sent by letter, once they had checked it was in working order etc. Waited another week and rang back. Customer Services person said no it hadn't been done, but he would make sure it was done that day or the next. Rang back 3 days later, and was just told the same story. I kicked up a fuss, and eventually they gave me my PAC over the phone. Shortly after this received a letter stating that they had received my phone and that my 'contract dates have been reset'.

Meanwhile I received a bill and noticed I was being charged for calls and text messages since my price plan changed to the temporary contract. (despite not going over the pre-paid amounts). Rang and was told it would be credited to my final bill.

Then used the PAC to transfer to the new provider which went through OK. Then received a final bill from Vodafone. This bill contained 1) No credit for overcharged calls and text messages from the previous month, 2) More charges for calls and text messages, despite not going over pre-paid amount again 3) a charge of around £400 for leaving contract early! The final bill was over £400, but I worked out the VF actually owe me around £10. Rang up VF and asked to speak to complaints. Repeatedly told there is no complaint department (yeah right) and that no managers are available. Informed them verbally that I was cancelling direct debit, then did as much and wrote to head office (recorded delivery) stating the final bill was incorrect, enclosing a copy of the letter I received from them stating that my contract ended in June and requesting they send me the £10 they owe me within 2 weeks. Waiting for reply.... (it's been a week)

john666_2

jimsmum wrote: »

But you are not sorted as you have had to sacrifice 600 mins and unlimited landlines
I get 600 mins, stop the clock, unlimited texts and unlimited internet for £30 per month so tecnically the same as what you are getting but you are paying £10 more for the privilage of vodafone not sticking to the contract.

Ok. I know you are happy with this but I certainly wouldnt be.

Hi Jimsmum, It's actually £34.12 pm + vodafone F&F (£6.85). For that I have 600mins - unlimited Texts - unlimited internet. Free unbranded N97.I did have stop the clock when i was on PAYG. That was usefull but being honest i wont use 200 mins a month so its of no use to me now. I know they did not stick to the deal they agreed over the phone! I can imagine that the sales have to hit targets and perhaps some of them are being untruthfull in order to get customers?
John

john666_2

beefturnmail wrote: »

I also have had problems with vodafone, concerning cancelling a contract upgrade within the 7 day cooling off period and then leaving them for another provider. Not sure whether it's wilfull or just sheer incompetence, but at every step they seem to have done everything to make this as difficult as possible

It started 2 months ago when I was offered a new contract over the phone by Customer Retentions. Salesman said he would match a deal I'd seen with Virgin. When the paper contract came through a few days later, they'd sneakily quoted the contract ex VAT, so it was actually 15% more expensive than the equivalent deal I'd seen with Virgin. I rang them back and they wouldn't budge, so I said, fine I'm cancelling the contract and returning the new phone (was within the 7 day cooling off period within their own t & c). Apparantly I couldn't go back on to my original price plan so they put me on my nearest equivalent price plan whilst they waited for me to return the phone, before resetting my contract dates.

I sent the phone back, waited a week and rang up to check receipt of phone and request PAC. I knew they had the phone, because it was recorded delivery. Apparantly phone was still being 'processed' and PAC would be sent by letter, once they had checked it was in working order etc. Waited another week and rang back. Customer Services person said no it hadn't been done, but he would make sure it was done that day or the next. Rang back 3 days later, and was just told the same story. I kicked up a fuss, and eventually they gave me my PAC over the phone. Shortly after this received a letter stating that they had received my phone and that my 'contract dates have been reset'.

Meanwhile I received a bill and noticed I was being charged for calls and text messages since my price plan changed to the temporary contract. (despite not going over the pre-paid amounts). Rang and was told it would be credited to my final bill.

Then used the PAC to transfer to the new provider which went through OK. Then received a final bill from Vodafone. This bill contained 1) No credit for overcharged calls and text messages from the previous month, 2) More charges for calls and text messages, despite not going over pre-paid amount again 3) a charge of around £400 for leaving contract early! The final bill was over £400, but I worked out the VF actually owe me around £10. Rang up VF and asked to speak to complaints. Repeatedly told there is no complaint department (yeah right) and that no managers are available. Informed them verbally that I was cancelling direct debit, then did as much and wrote to head office (recorded delivery) stating the final bill was incorrect, enclosing a copy of the letter I received from them stating that my contract ended in June and requesting they send me the £10 they owe me within 2 weeks. Waiting for reply.... (it's been a week)

I sympathise with you on that one! It seems they are top heavy on sales and very light on anything else. They make it as difficult as possible for you to try and sort things out, allways seem to play for time.
John

blingbabe

Hi i have been with Vodafone for about 3 yrs ago, my contract was up for renewal so i rang up on wednesday to cancel because was going to change to t-mobile, the rep told me he could offer me a similar deal for £20 p/m on an 18 month contract, today i recieved my papers in the post and it says i have been signed up to a 24 month contract, i have rang customer services and have been basically told that i was misold the agreement because they only do this package on a 24 month contract, i am fuming.:mad:
Any input from the vodafone rep will be appreciated.

baldelectrician

blingbabe wrote: »

i have rang customer services and have been basically told that i was misold the agreement because they only do this package on a 24 month contract, i am fuming.:mad:
Any input from the vodafone rep will be appreciated.

Is it just me, or is there a pattern developing here. I seem to have noticed similar things along this thread

I would send the phone back (recorded delivery), ask for a PAC code and use it within 30 days

If VF took things seriously they would chsnge the culture - penalising bonuses of sales people where compalints were upheld after call recordings were listened to.
They are not really bothered if people are forced to stay and end up being an unhappy customer who advises peoplem of their bad experience

monkeyarse

Vodafone_company_representative wrote: »

Thanks,
Lee
Web Relations Team
Vodafone UK

SO.
I want to make a massive long winded complaint including, but not limited to, these issues:

* Being place on the wrong contract at the start thus costing me £££
* Being told i had 3 months free insurance, but was in fact charged from the start
* A phone which is unable to hold onto a call or give clear signal in full reception
* A phone which falls apart after about a month of usage, woeful battery life and is prone to resetting itself at will.
* Renewing a contract, but ''''mistakenly'''' removed free text bundles resulting in huge bills
* Once again having insurance and internet added, this time in spite of my insistence that i wanted nothing to do with them
* Signing down for roaming this summer via text and via a customer service call, but finding my phone doesnt work in europe. I get it sorted, but then am unable to receive incoming calls/texts because the international block was still on. Wasted too much money solving a problem that simply should not have existed.
* Being charged wrongly for calls whilst away in Europe.


Stuff like that. You know. A general rant. I clearly want the result to be a replacement phone to this shitheap, though just a simple 'sorry, we screwed up' would be nice..

Is all i have to do state 'FAO Web Relations' in the subject bar of the online help form and within the body of the include the code FIT135? Or is there an address to email or something?

cheers