Vodafone complaints

SteveWilliams

Vodafone_company_representative wrote: »

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

Thanks Kirsty, I shall complete the Form and send in, the link you have left states the Site is having Maintenance Issues at the moment so I'll get it across as soon as its up and running.

SteveWilliams

Vodafone

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)

blingbabe wrote: »

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.

monkeyarse wrote: »

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

Hi there.

I understand from reading your posts taht you have all had negative experiences with Vodafone.

This is never something that we want to see and I was incredibly disappointed to read. I'd like to investigate each of your cases and get all of you the answers you need.

Send me an email from the Contact Us form with a link to your post, your details and WRT135 in the body of the text (so it comes straight to my team) and we'll get back to you as soon as we can.

Thanks

Kirsty
Web Relations Team
Vodafone UK

kasey128

Hello, I notice that there are Vodafone reps on here, well I wonder if you could give me some advice. I wanted to take out a contract after being on payg for many years with Vodafone. I phoned up Vodafone to discuss the contract I wanted and was told it would not be a problem. We then went through all the personal details and so on, to be then told I had been refused as I was a bad debtor, to say I was fuming would be an understatement. I suggested that they had entered some wrong information but they insisted they had not, also they could not do another credit check for 3 month. They then told me I would have to register with 'credit expert' to find out why I had been refused credit.

As you may or may not understand this caused me some stress and concern, I registered with 'credit expert' got my credit score and report, which I had to pay for, the result of my credit status was 'exellent'. I phoned up your customer services with my information only to be told that I must wait 3 month for another credit check, and for the inconvenience it has caused £5 would be credited to my phone, it cost me £6 for the credit check.

Not happy with the result I e-mailed customer complaints, only to recieve a reply back from India, it was in very broken English and did not even cover my complaint. I e-mailed again only to recieve a very similiar reply from a different person. Next stop was to call in to my local Vodafone shop and speak to somebody face to face, another waste of time that was, the only advice I got from him was that I should put my complaint in writing and he gave me the address to send my complaint to.

In between all of this I actually spoke to a 'credit expert' credit advisor, he was very good and explained my credit report to me. The outcome of which was my credit rating was exellent with no issues. Also a very interesting point was that, everytime a company does a search into your credit history it leaves behind what is referred to as a footprint, thats right, NO footprint from Vodafone, looks like they did not do a credit check then, also they can carry out several credit checks and do not have to wait 3 months.

So that now tells me that I have been lied to or Vodafone are using some dodgy selling tactics. A letter of complaint was sent off 6 weeks ago, it was registered and delivered the day after. A couple of weeks back I phoned customer services again to find out what was happening. The reply was that they have 28 working days to respond and I should hear in the next few days, guess what, no reply either by phone, letter or e-mail.

The issues with this are not about the contract, although I have been a loyal Vodafone customer for many years there are plenty of other companies for me to move to. The problem is the stress and worry it has caused me, wondering if I was a victim of identity theft or was there debt linked to the house we live in. Then there is my time, travelling and costs that I have incured. Vodafone have been very unhelpful and unprofessional from the start, I look forward to your response.

Discodave

thanks to Lee, VF Rep, Im slightly happier now than this time yesterday.

On another note: Does anyone that has the Nokia 5800 find the stylus keep dropping out of the phone as the compartment where it is stores is kinda loose. I've already had this problem and have almost lost the stylus a few times - twice in the past week?

Alex399

Hello!

A Vodafone Representitive can give there opinion on this matter, I would appreciate if they did come to think of it.

I felt I should post this up as I have just spent about 40 mins compsing this email as best I could to send to a CEO at vodafone instead of the general Vodafone email which would be to much of a lengthy process for me and would probaly get sucked into a big whirl pool in the big huge complaints department (they must have needed to extend judging by what Ive seen on this website) that leads to the bin rather than being delt with in the normal way.

It is alot of trouble Ive received and here is a copy of the email I sent to give you an idea of what I was dealing with

"""""""""Hi ********

(It is a lengthy email but It felt necessary to go into detail on this)

I have had a pay monthly account for you for some time now I believe coming up to two years, bearing in mind I am 20 years of age and I have not gone to any other Phone service provider for a pay monthly contract as I have been pleased with the service I have received from yourself up until recently.

There have been 3 occasions in which I found I have had to make a complaint including this complaint you are receiving all in the space of 3 months and has all happened ever since I started this new contract with Vodafone.

I have recentley recentley started a 24 month contract with yourself and I was very happy with the priceplan I was offered

Near enough £106 of credit to be added to my Vodafone account if I remember rightly

600 mins and unlimited texts : £17.02

Vodafone Insurance : £3.50

VAT to be included ontop of that

It is a lengthy email but It felt necessary to go into detail on this.

The first occasion of a complaint was regarding the cost of my insurance which came to £6.99 for the following bill I received to this conversation with one of your sale consultants which was agreed and confirmed verbally over the phone that the phone insurance will cost £3.50 per month for the 24 month contract. I spoke to a lady I can't recall her name she was very hepfull and understanding, she told me she had set the phone insurance back to £3.50 per month for the rest of the 24 month contract and credited me £3.50 on that same bill I recevied.

Ok my second complaint is regarding my Bank account being debited with the following bill I recevied, I should now point out that I confirmed a number of times that the credit being put onto my Vodafone account would be in immediate effect and when my first bill would normally be due to come out of my account I was shocked to find that it had, I was extremley livid at an instant being the second complaint I made in Just under a month.
I had a lengthy conversation with someone at Vodafone regarding this, the matter was resolved as I was provided with an Indemnity to my bank account for the amount that was debited from my account for the Vodafone Bill.

I was very displeased with the service so far, still grateful for the fact that each matter was resolved with one phone call but the fact of the matter is that I had to ring up twice in the first month after being sold (MISOLD) this contract to make a complaint in the first place.

At this point I was adamante to cancel my contract as I had enough and feared for what was to come, I knew the procedure of going through your reulating body for yourself Oftel I beleive it is or perhaps they changed there name and to approach the OFT.

I turned around and decided to give it a.... 3rd chance and just tagged along with the contract.

I received my bill yesterday only to find that I'm being charged £6.99 for my phone insurance!. I spoke to someone today at Vodafone and she explained to me about the seperate company that deals with the phone insurance and how the phone insurance policy I was on had been removed/deleted... from the 1st of August.

It seemed that she was unable to pass me onto any supervisor or manager to resolve this as she told me they wouldn't have the time to deal with a minor complaint like this and mentioned something about "if it had been an issue regarding a bill of £1000 that had been charged to me then that would be different", as a pose to my extra £3.50 a month I'm being charged, a disgusting comment worth listening to as you record all Calls.

At this point I felt insulted, belittled and cheated by Vodafone as a whole company and at the present time I have no faith in Vodafone what so ever.
I feel that this is resolved by bringing down the phone insurance to £3.50 per month as promised verbally on the phone at the beggining and you have a record of that call to prove that verbal agreement..

She has reffered me to send in an email to the general Vodafone email address and I know that can be an extremley length process and I hope that you are able to shorten this process.

I am willing to see this complaint through right to the end as I'm beyond the point of being furious with the matter. I will involve Oftel If I don't receive a response via email or by phone within 5 working days starting with the date of this email I will be going to Oftel to pursue this further.

I am aware being a CEO you are a very busy man and I thank you for taking the time to read my email and hope it has given some light onto how Vodafone are treating customers like myself.

(Information included in this email may not be 100% accurate but is reasonably accurate)

Many Thanks for your time and I look forward to hearing your response""""""

Followed with my mobile number just for reference.

My complaint does seem a bit small now that Ive seen what other people have had problems with on here, but regardless it doesn't matter if you steal £10 or £1000 stealing is stealing at the end of the day.

Hope this gives a pointer for someone composing an email to send to them

Many Thanks

Alex

monkeyarse

I think they may have taken you more seriously had the email been close to grammatically sound, but it's worth a try. The CEO wont read it, but someone should.

Its odd. I got insurance added without my approval, I rang up, asked them to remove it and refund me, and they did with no issues. Strange that yours would be different.

It is true though that there is no difference between them wrongly charging you £0.095 for a text when they should not have, or when adding tens or hundreds to the bill. In my experience though they have always been quick to refund. Shame you're having bother.

Alex399

It wasn't very gramatically correct and the CEO didn't read it as far as I know but the important thing is that he passed it to a much more senior member of staff compared to your standard vodafone Customer Service Assistant

As of now, in the period of 1 day from when I sent my complaint emails O_O I hate to say it but a very fast response time by Vodafone Complaints or more specifically Kirsty, its all been resolved and I have now come out better off than I went in. So I'm happy as of now :rotfl: :T :beer: :j

Most of all a very big thank you to Kirsty :A at the Web Relations Team
who sorted out the insurance issue and I now have free phone insurance for the rest of my 24 month contract bearing in mind though I can't upgrade but netherless reps to Kirsty and Guy Cunningham at Vodafone.

Just goes to show it does pay to complain, over my 24 month contract period I have saved myself just under £160 worth of insurance payments totalled over 24 months but still have had my blood pressure boil as a side effect before hand so it does break even in effect

Thanks again Kirsty!!

apf666

god

just had the usual rubbish cancelling a contract, total disregard of my letter to cancel copying vodafone corres confirming start and end date,

vodafone say i was terminating early and need to make up contract shortfall, not the case

spent forever on telephone to them, first rep did usual trick, will deal with it and then left me in queue waiting for answer as if i had only just called in

verbal confirm then given on correct end date, will believe it if i see it,

glad to see the back of voda, will never go back, only downside is i have a second contract with 5 months to run, and it can't come quick enough

not to bad 3 years ago, absolutely appalling now

dont't but up with the crap service and vote with your feet

af

twinkletwinkle

Another Vodafone Story -
I took simonly monthly contract with Vodafone at Paddington station store. Nice guy gave me one free pay as you go sim card as well. In a 2 weeks time I thought I do not need it so I gave notice to cancel it after a month. My plan was to take long term contract so that I can save money on phone.
Few days after I got call from a lady from Vodafone retentions team and she gave me 12 months contract with E71 for 15 Pounds per month. This deal includes 600 min and unlimited texts. I confirmed this atleast 3 times that it is 12 month contract and total money that I will pay will be 180 pounds for whole contract duration. I agreed to this deals and I got the phone as well. Since online account showed 10 Months Half Price Rental, customer service gave me credit of 30 pounds for last 2 months of my contract. I could see my contract renewal date (the date when i will be eligible for next upgrade) as 10th May 2010. So far so Happy.
I just asked can they transfer my 3 network number to vodafone so that I can use one number instead of two. Vodafone agreed to do it as a favour as they do not transfer after sim card is activated. Finally my 3 network number was also transfered to vodafone.
All my online account details were deleted and register again with new same vodafone account number. When I logged in I could see my new number is also updated. Surprisingly contract renewal date (the date when i will be eligible for next upgrade) is changed to 12 December 2010. I called customer service to check with them and .....
I am told that I am on 18 month contract. I explained to them it is software glitch and they should revert back to old details. After an hour of talks, Finally I am asked to return the phone to vodafone as they cannot honour the deal. Reason given to me is they will not make any money from the deal they gave me. They did try to give me additional 3 months half price rental.
Any way they are collecting the phone next tuesday. I am really worried about my PAC code. I hope they donot mess up my PAC code now.

Morals of the story -
Always record calls with dogdy vodafone customer services.
Always confirm again what you are getting in an email.
Take screenshot of your online account and if you find change immediately call customer services.
Finally - Leave vodafone ! :mad:

wilf55

:mad::mad:hi

in jan 2009 i took out a vodafone contract and cancelled it within the 14 day cooling off period in feb and again in march payments were taken from my account and i am still at the end of august waiting for a refund of £92

i have been lied to been rude to had the phone put down on me etc etc

i have been told to wait for cheque and it would be here by this date and that date so many times its untrue my latest cheque will be here by monday!!!!!

i have been sent to a vodafone shop to collect a cheque....they would write one out for me there and then another wild goose chase

it is costing me a fortune in calls as it is an 0845 number and i dont have a vodafone phone to ring from

i am sick and tired of false promises

they have told me to do an indemnity claim via my bank but why should i...they owe me the money

i have reported the matter to ofcom

what else can i do

it is costing my hours and hours of my time and phone calls and i am down by more than £100 now

the staff have supposedly reported it as a complaint yet months later i have heard nothing from this complaint....i want compensating interest and money back for my time and calls as well my £92 back

WHAT CAN I DO?????

please this is beyond a joke now as i am out of pocket and it is costing me more to be out of pocket as time goes on

any suggestions please guys

thanks in advance