Vodafone complaints

fed.up_2-2

I feel I may be a victim of sim cloning or hacking. I have 3 contracts with Vodafone. My daughter has one and I thought she had ran up a bill so I took the phone off her, took out the sim and kept it for a month as punishment. The following month I got another bill that was 6 times the cost of our combined tariff. I pay just under £100 per month for the 3 contracts. I got a bill for over £600.

So I checked the bill online to find it was yet again my daughters phone that ran up the bill, yet my daughter didn't have the phone or sim card. I had them! I checked the itemisation to find someone had been calling international calls to Ireland. Just one number over and over again. So I checked the previous months itemisation to find the same number had been on that bill too, so I knew it wasn't my daughter.

I called Vodafone and they put it to their fraud department and I haven't heard a single thing from them since. I was told not to pay anything on my account until it was sorted so I didn't. But 2 months later our services were restricted, so I called them to get it sorted and at the same time I paid the cost of our tariff because I didn't want a huge bill when it was all sorted. Services were restored but now another 2 months later and our services have yet again been restricted.

I called them again today and they tell me that we made the calls and would have to pay the bill. They have given no information from the fraud department and are now making me wait several days for a phonecall from the manager.

Text and picture messages were sent to the phone number but they say they cannot access the data. They tell me that they cannot track any GPS to find out where the phonecalls, and texts were made from, and they are generally just trying to insult my intelligence.

I have decided to contact Watchdog and plan on getting a Dealock letter from them once I have received the phonecall from the manager, IF I ever get the phonecall. .. I'm not holding my breath. they haven't yet contacted me about the fraud case so I doubt I'll get a call from the manager.

I had previously paid my bills on time every month and neither of us have ever made international calls so calls like this would have been completely out of character so they should have picked up on it.

The phone number that was called is: 353894224677

It is an Ireland phone number which I have tried to call to find out who/what it is but cannot get through and I can't find anything about it online either.

Vodafone

Hi TalkTalkBoy,

Thanks for making me aware of your concerns.

For clarification, our Red Hot packages are only available via our retail stores. The trade-in offer you've mentioned is a separate promotion, which is available on certain packages on our website.

If you'd like me to get your concerns 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?


SideB,

Thanks for your time on the phone yesterday.

As promised, I'll get back to you as soon as I have an update.


fed.up,

I'm sorry to read about your dissatisfaction with the level of service you've recently received.

If you'd like me to get things looked into further, could you also email me as per the contact details provided above?

Kind regards,

Lee

Web Relations

Vodafone UK

stuartroberts

yet again, not even an apology, its as though my post doesn't exist. Being ignored so blatantly really hits home.




This really is disappointing.

fed.up_2-2

I am done with Vodafone! I have asked for a Deadlock letter but have been told I need to speak with higher management so yet again have ti wait for another phone call.

They are telling me I am lying about taking the phone off my daughter simply because I told them dates that do not match up with the bill. They do match up with the bill except the month. I am unable to view my bills itemisation online because too much time as passed so I gave them bill dates. Dates I got the bill via email updates. It turns out the months I am questioning are not the months on the bill. I told them I was questioning the bill I got June 27th and July 27th. They say I should be questioning May and June so therefore I am lying. No I am not lying!!! They have done absolutely NO research on my bills, not tracked where calls were made from or done anything. All they have done is one back and listened to my earlier phone calls to try and catch me out. THEN she said I must be lying because I was stuttering... I was fuming at her. I stutter when I'm angry! Regardless of the month I gave them they KNOW which month I mean and technically I DID I've them the right ones. I gave them bill dates. If the bill dates are wrong then that is on their part not mine!

I have asked for a deadlock letter so I can take it to an independent company but this manager who I spoke with doesn't know what one of those is. She said she would send me my bills via email but then called back saying she couldn't send them that something is wrong with my email... Nothing is wrong with my email... She also said I have to wait 3-5 days for a call back from higher management.

I am done with Vodafone, and good luck to them getting money off me to end my contracts with them. I WILL take it to court if I have to!

I'm about to go find a different network to move to!

d123

Vodafone CS is now gone past just useless!

Now they are actively lying to get rid of hard problems it seems.

Trying to get a PAC, calling CS goes nowhere, hang ups and disconnections (even though I called from a landline). Managed to get an agent on the "Live Chat", told they had "system problems" and would send the PAC by text (only after being reminded of their OFCOM obligation, first answer was "call back tomorrow").

Of course, the agent was lying, no PAC received. The Vodafone e-forum is full of complaining customers being ignored after requesting a PAC.

Looks like a letter to OFCOM will be the next step with a CC to their CEO's office.

I have also sent a WRT135 email, so let's see if a forum rep responds.

Re: WRT135 - MSE [#5177021]

Vodafone

stuartroberts wrote: »

yet again, not even an apology, its as though my post doesn't exist. Being ignored so blatantly really hits home.




This really is disappointing.

Hi stuartroberts,

I did acknowledge your initial post last month.

As you'd already emailed our Customer Relations department it wasn't appropriate for me to get involved in a case that was already being dealt with.

I'm sorry that you remain unhappy and as you've previously mentioned that you'll be writing to us again our Customer Relations department will reply accordingly.

fed.up,

I'm sorry to see that your concerns remain unresolved.

If you'd like any further help from me 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?

d123,

Thanks for making me aware of your concerns.

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

Kind regards,

Lee

Web Relations

Vodafone UK

d123

Vodafone_company_representative wrote: »

d123,

Thanks for making me aware of your concerns.

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

Kind regards,

Lee

Web Relations

Vodafone UK

Thanks, I'm presuming Vodafone and it's employees do a marvellous imitation of a glacier, and progress is measured in weeks and months, rather than hours and days?

Shall I expect resolution before summer 2014?

To add, for anyone else who asks for a PAC, if Vodafone refuse to comply with the OFCOM regulations, complain to OFCOM. Vodafone seem to arrogantly think that OFCOM regulations don't apply to them.

Telephone
What is a Porting Authorisation Code(PAC)?
Mobile phone customers have the right to take their number with them when they switch provider. This is known as known as mobile number portability.
The process is simple. To transfer or 'port' your number, you ask your current mobile provider for a PAC (Porting Authorisation Code) before your service is terminated.
PACs have to be issued immediately over the phone or within a maximum of two hours by text message.
Once you have your PAC, it’s valid for 30 days and you must give it to your new mobile provider within this time.
If it runs out, you will need to request a new PAC from your existing mobile provider.
Once your new provider has your PAC and notifies your existing provider of the port request, your number will normally be transferred the next working day.

http://ask.ofcom.org.uk/help/telephone/PAC

Lee, you'll notice that it says "PACs have to be issued immediately over the phone or within a maximum of two hours by text message."

Vodafone has no exclusion clause, no matter what they may think.

Vodafone

Hi d123,

It's just a quick post to confirm that I'll be getting back to you during the course of today.

Thanks,

Lee

Web Relations

Vodafone UK

d123

Vodafone_company_representative wrote: »

Hi d123,

It's just a quick post to confirm that I'll be getting back to you during the course of today.

Thanks,

Lee

Web Relations

Vodafone UK

Thanks, I look forward to it.

For anyone else having Vodafone problems, the CEO of Vodafone has a feedback page on the Vodafone website at:

http://campaigns.vodafone.co.uk/jeroenhoencamp/

I'm Jeroen Hoencamp, the Vodafone UK CEO.

I'm committed to ensuring we provide the best service possible and am therefore passionate about listening to our customers.

If you'd like to give me any feedback about a great experience, or to report an issue to me, please use the form below.

I'll take the time to read the comments that are sent
Where appropriate, you'll receive a response from my office.
Please don't provide any other personal details, other than your name and how we can get in touch, should you require any personal assistance.

This seems to provoke a reaction when mentioned on the Vodafone e-forum, in fact it is generally deleted from the post (or the whole post is deleted) almost as soon as it is posted.

The idiocy is that they delete it and bizarrely say "that's not a publicly accessible page" I'm presuming they don't want the bad news getting to the CEO's office and will censor and delete to keep the bad news away from him.

Mr Hoencamp wants feedback, every unhappy Vodafone customer should be giving it to him.

d123

Credit where credit is due.

Lee has managed to do what 191, the Vodafone e-forum and the Vodafone Live Chat team couldn't be bothered to do.

True to his word, he has supplied the requested PAC number.

Thank you Lee, I just wish more of your colleagues were like you.