Vodafone complaints

Walda_Wild

Hi,

I am reposting this from Vodafone E-forum,since so far I have not received any help neither from them nor from 191 nor from the Vodafone store in the city (sorry for a lengthy post):

“I have been trying to resolve what seems to be like a technical problem since last Friday(the 22nd) without any success.

I have 900 min./unlimited txts/500 mb data sim-only contract

I checked my usage on line on Friday (22nd) and it showed “39 minutes used and 411 minutes remaining”, basically implying I have 500 mins plan.

Spent the whole Friday night communicating with Vodafone call centres, having to explain the situation all over every time to a different department.

Eventually I spoke to someone from their technical department, who gave me her name, and said – “you still have a 900 min. contract and that musthave been some mistake from our side.” She said she would do something, so it is fixed within 24 hours, and when I next check it must show approx. 850minutes remaining like there should have been. Nothing changed since.

I went to Cambridge Vodafone store on Monday(25th). The representative there said it shows I have 900 min. and smth. along the lines“don’t trust on line account, there must be a bug”(who do you trust then?) And how do I know my usage if it remains showing wrong numbers both on line and whenrequested by text for days?

I really hope to hear from Vodafone team soon, since it seems like too many issues with customer service and support nowadays after years of being with you guys.”

P.S. I have e-mailed Lee with MRT135-MSE reference, but since I have not received an automated confirmation of receipt to my e-mail address, I am writing here.

Thank you for your help in advance.

Walda_Wild

Update: Have just received an automated reply with the reference number : WRT135-MSE [ #532705 ]

Thanks.

Paxton

Thanks Vodafone for link not sure if my email went though as page seemed to crash afterwards! Not sure why I am surprised though.
Hope you got message3

Paxton

Nothing received to date vodafone and although told Monday it would take 72 hours to look into reviewing the calls no phone call received to date. Chased yesterday to be told - no we havent had time yet could take much longer.

Vodafone are so full of it - if you are quoted a time they should stick to it - I cant tell my customer 48 hours then call them back a week later!!!! Ridiculous!!! very angry now.

geordie458

Ive had no signal in my home for a week now. Vodafone say their engineers are trying to resolve the problem. Is a week without service acceptable? If i could cancel the contract today i would but they want £350 to do so. Im so disappointed in an international company's inability to provide a service im paying for. I emailed the link in post 2301 but received nothing back

Vodafone

Walda_Wild wrote: »

Update: Have just received an automated reply with the reference number : WRT135-MSE [ #532705 ]

Thanks.

Hi Walda Wild,

I picked up your email at the weekend.

As I wasn't able to reach you then, I'll try again during the course of the week.

Paxton wrote: »

Thanks Vodafone for link not sure if my email went though as page seemed to crash afterwards! Not sure why I am surprised though.
Hope you got message3

Hi Paxton,

Thanks for your time on the phone on Saturday.

As promised, I'll get back in touch with you as soon as I have an update.

geordie458 wrote: »

Ive had no signal in my home for a week now. Vodafone say their engineers are trying to resolve the problem. Is a week without service acceptable? If i could cancel the contract today i would but they want £350 to do so. Im so disappointed in an international company's inability to provide a service im paying for. I emailed the link in post 2301 but received nothing back

Hi geordie458,

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

Haribo13

I've been a Vodaphone customer for about 8+ years and always paid my bill on time and haven't had any issues until 2 weeks ago when my husband went to pay our November bill and was told by automated options our bill was £1,300!!!! You can well imagine my shock considering our bills are always around the £100-£150 a month bracket. My online account only allows me to see my May 2013 bill which isn't helpful. I contacted Vodafone 2 weeks ago and spoke to George in the customer advisor section and told him of my horror when I found out how much my bill is and he couldn't understand why because we hadn't used hardly any of our usage (mine and my husband account are on one account) and that he would get the recalculation department to have a look and someone would get back to me within 5 days. 5 days later I received a text message saying my account was overdue so I decided to contact Vodafone again to make sure a note was on my account to say someone is looking into it for me. I spoke to a lady and said that George should of tried to look into the situation more and she advised there's been loads of 09 numbers called and that's why my bill is so high. I advise her no such calls have been made and can she send me a copy of my November and December bills because the £1,300 is a total for both months. I printed off both bills and thoroughly went through them. The phone calls are definitely not been made by us and were made either early in the morning (6am) or during work time where phone are not allowed in use because my husband works in a bank and it's classed as fraud if phones are used during working hours. I called back Vodafone and spoke to Leanne and explained the situation which she advised that there are no IMEI numbers against any of the high cost numbers and that she will get the techanical department to look into it and she will call me back on the Saturday. You guessed it I did not get a call back and I've chased 3 times for her to call me back. Last night (1st Dec) I tried to call me sister to find my phone has been suspended!!!! I called Vodafone AGAIN this morning and spoke to a Dave who was so very uninterested to help me and just said the calls are linked to the sim and you have to pay for it. As you can guess I don't have £1,300 lying around especially at Christmas time. All I got was the collections department saying I can pay it in installments over a maximum of 3 months but my phone will remain suspended and I STILL have to pay my monthly line rental which I've only get limited access too!!! Thank you very much for your loyalty to your very long existing customer and the fact you have no intention in helping to solve the matter. I've contacted OFCOM and seeking further professional advice.

In the meantime, if Vodafone help assistant on her is willing to look into my account and help solve this situation I would be very grateful.

[Deleted User]

Wow! Vodafone must be top of the league when it comes to annoying people, judging by this thread.
I had technical problems with their 3G service in my home town a couple of years ago and it took their technicians two visits and about a week to fix.

On the other hand a technical problem with Tesco Mobile (O2) was fixed in a couple of days after being reported.

Also I got the impression that the customer services were better informed at Tesco than at Vodafone. I like the openness at O2's website as you can check on network status at any time so that you are better informed.

Vodafone are not the only telecom company to get slated on the forum but it looks like they are going to have to pull their socks up as my granddad used to say!

simax

Hi Lee,

Would you please be able to contact me/the missus in relation to our ongoing unlocking issue?

Anytime after 3:15 tomorrow would be great.

Thanks

Vodafone

Haribo13 wrote: »

I've been a Vodaphone customer for about 8+ years and always paid my bill on time and haven't had any issues until 2 weeks ago when my husband went to pay our November bill and was told by automated options our bill was £1,300!!!! You can well imagine my shock considering our bills are always around the £100-£150 a month bracket. My online account only allows me to see my May 2013 bill which isn't helpful. I contacted Vodafone 2 weeks ago and spoke to George in the customer advisor section and told him of my horror when I found out how much my bill is and he couldn't understand why because we hadn't used hardly any of our usage (mine and my husband account are on one account) and that he would get the recalculation department to have a look and someone would get back to me within 5 days. 5 days later I received a text message saying my account was overdue so I decided to contact Vodafone again to make sure a note was on my account to say someone is looking into it for me. I spoke to a lady and said that George should of tried to look into the situation more and she advised there's been loads of 09 numbers called and that's why my bill is so high. I advise her no such calls have been made and can she send me a copy of my November and December bills because the £1,300 is a total for both months. I printed off both bills and thoroughly went through them. The phone calls are definitely not been made by us and were made either early in the morning (6am) or during work time where phone are not allowed in use because my husband works in a bank and it's classed as fraud if phones are used during working hours. I called back Vodafone and spoke to Leanne and explained the situation which she advised that there are no IMEI numbers against any of the high cost numbers and that she will get the techanical department to look into it and she will call me back on the Saturday. You guessed it I did not get a call back and I've chased 3 times for her to call me back. Last night (1st Dec) I tried to call me sister to find my phone has been suspended!!!! I called Vodafone AGAIN this morning and spoke to a Dave who was so very uninterested to help me and just said the calls are linked to the sim and you have to pay for it. As you can guess I don't have £1,300 lying around especially at Christmas time. All I got was the collections department saying I can pay it in installments over a maximum of 3 months but my phone will remain suspended and I STILL have to pay my monthly line rental which I've only get limited access too!!! Thank you very much for your loyalty to your very long existing customer and the fact you have no intention in helping to solve the matter. I've contacted OFCOM and seeking further professional advice.

In the meantime, if Vodafone help assistant on her is willing to look into my account and help solve this situation I would be very grateful.

Hi Haribo13,

Thanks for making me aware of your concerns.

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

To enable 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 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?

simax wrote: »

Hi Lee,

Would you please be able to contact me/the missus in relation to our ongoing unlocking issue?

Anytime after 3:15 tomorrow would be great.

Thanks

Hi simax,

Rest assured that I'll get back to your OH as soon as I can.

Kind regards,

Lee

Web Relations

Vodafone UK