Vodafone complaints

frothey

Thanks Lee - shame you can't help but thanks again for getting back to me.

Portree30

Beware any users of Vodafone of the penalty charges they levy if you want to go to another provider even after the end of your contract. On the basis that they are making me pay to leave them, you can be assured I'll never return and will advise as many people as possible not to take out contracts with them!

I have 6 mobile numbers on a small business contract for which Vodafone have had thousands off me over the last 2 years. My contract is now at an end and they have decided to charge me £17.02 for every number I want to port to another provider. I have queried this and complained and the reply I get from their customer services today is "OFCOM deem a charge of up to £25 per handset reasonable for a PAC code." !! I'm yet to check this out with OFCOM and will post their reply but I'm thankful my business is so small that I don't have 50 mobiles! Has anyone else been hit by theses fees either by Vodafone or by another mobile company?? O2 have stated categorically to me that they never charge for a PAC code and I'd like to know before I sign with them.

It turns out that a little clause in the contract (below) means I have to pay over £100 to vodafone after the end of my contract just to keep my numbers and not have to spend money on new business cards and let all our customers know new numbers.

Their reply to my complaint was:
As per the terms and conditions of your contract section 12.9 states the following:

12.9 Where this Agreement is terminated due to Customer porting to another network or where Customer migrates the mobile phone number(s) to another service provider, VL may charge a reasonable administration fee in respect of each number that is ported or migrated in addition to any termination fees payable in accordance with clause 12.7.

As these terms set out the agreement between Vodafone and the account holder at the beginning of the contract, it is our position that Vodafone have provided the required information regarding port fees and that an administration charge is applicable for each number porting.

seacucumber1982

Well the latest part of my Vodafone experience is that I have been applied a Reservation fee
11 Oct to 11 Oct
£63.85
This should have been credit applied from a previous complaint. I have made 7 phone calls cut off and transferred all over the place and now attempting to sort it out via Live Chat and having a very stressful time. Does anybody know how I can speak to somebody based in the UK who is capable of doing more than reading a script?

My phones been cut off so ideally a free number.

Vodafone

dogfighter2111 wrote: »

Hi Lee,

Thank you for contacting me, and discussing my dissatisfaction and complaint.

Now resolved :-)

Thanks,
Mike

frothey wrote: »

Thanks Lee - shame you can't help but thanks again for getting back to me.

Hi Mike and frothey,

Thanks for updating the thread following our respective conversations.

ridgebacker, North76, Portree30 and seacucumber1982,

Thanks for making me aware of your concerns.

If you'd like any 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?

Kind regards,

Lee

Web Relations

Vodafone UK

ridgebacker

I just did exactly as you asked,and just got a mail from Vodaphone telling me you don't use that address any more..was I surprised ?.....After spending 1 hour and 40 mins in your Exeter store yesterday without a satisfactory resolution to my problem I think it would be fair to say No Im not !


1 Hour and 40 mins.. I knew it was gonna be bad when they phoned ME asking for the repair records on the phone because they couldn't find them..incompetent does not even begin to describe it..although that's been the story with almost everyone in Vodaphone who has been involved in this sad sorry saga.

frothey

Strange - works for me.....

Vodafone

Hi ridgebacker,

Thanks for coming back to me.

To ensure that your email reaches me you'll need to quote the code 'WRT135 - MSE' in the subject line.

Without this you'll continue to get the reply you received last week.

Kind regards,

Lee

Web Relations

Vodafone UK

Terrysdelight

I cancelled my contract via email in August - one months notice given.

Still connected in early October, so rang customer services - oh yes, we can see your email - not sure what's happened there, don't worry I'll get it sorted for you.......

Saw more money taken by Vodafone from my bank account November. Rang customer services yet again last week and I was promised they would disconnect me that very same day at mid-night. Guess what? I'm still connected. This is absolutely disgusting. I had the same problem with them a couple of years back with an additional line I was paying for and it took around 9 months to finally get it disconnected.

So, I'm now paying for my new line with 02 and Vodafone still helping themselves to my money.

Please can you help me?

WRT135 - MSE [#5305586]

Paxton

I am a vodafone customer and have been for many years, I have 3 phone lines with them but god only knows why. One line is due for upgrade now so phoned to see what deal I could get, 4 phone calls later still non the wiser, got cut off 3 times and quoted twice different figures. Then phoned back to sign up for one of the deals only to be told no record had been made of this offer so cannot give to me!! Please wait 72 hours for the phone calls to be listened too.

One phone call to Virgin Mobile - got straight through and even given a direct line and contact name to call back should I want to go ahead with their package.

Although would really like to keep all 3 lines with one network really tempted to just tell Vodafone where to stick their contract and swap! Customer service they don't know the meaning of it.

Vodafone

Terrysdelight wrote: »

I cancelled my contract via email in August - one months notice given.

Still connected in early October, so rang customer services - oh yes, we can see your email - not sure what's happened there, don't worry I'll get it sorted for you.......

Saw more money taken by Vodafone from my bank account November. Rang customer services yet again last week and I was promised they would disconnect me that very same day at mid-night. Guess what? I'm still connected. This is absolutely disgusting. I had the same problem with them a couple of years back with an additional line I was paying for and it took around 9 months to finally get it disconnected.

So, I'm now paying for my new line with 02 and Vodafone still helping themselves to my money.

Please can you help me?

WRT135 - MSE [#5305586]

Hi Terrysdelight,

I've replied to you here.

Paxton,

I'm sorry to read about your experience.

If you'd like any 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?

Kind regards,

Lee

Web Relations

Vodafone UK