Vodafone complaints

duff101

baldelectrician wrote: »

Don't want to point out the obvious- why are you considering giving them money when the service you are getting isn't making you happy?

The problem is that this phone is for my Mam. I, thankfully, am not with Vodafone but my mam is and doesn't want to change as both my parents have their pay as you go sims with Vodafone, plus the landline. However, after this incident I think that they will be moving to another network!

GeordieRef

I was wondering if I could get some advice regarding an apparent unpaid bill following contact from a company called DRS who have contacted me.

The crux of the matter is that they claim Vodafone are owed £72.13 following an unpaid bill dated 13/11/13.

I set up a contact with Vodafone on 11/10/13 for an iPhone 5s, however called to cancel within the cooling off period where I was advised to wait for the phone to be delivered to cancel (delivery to store). The phone was delivered 31/10/13 upon which I called and was informed return envelope would be sent to the store. This was completed however a direct debit payment of £72.13 was taken on 13/11/13.

I contacted Vodafone who advised me to do a 'direct debit reversal' at the bank so I completed this and again confirmed in store that the contract account had been closed. I received a payment from Vodafone for the initial handset cost and that was, as I thought, that until Thursday. I received a call from DRS claiming an outstanding balance. I explained circumstances surrounding this and they 'contacted Vodafone' and claimed they had written off the debt.

Having looked on Noddle, the one black mark I have against my credit is as a result of this 'unpaid' bill. Can someone advise me of a) a way to get the late payment marker removed, and b) complain to Vodafone that through following their instructions I have had to deal with an 'unpaid' debt.

mobilejunkie

Follow the instructions given scores of time on this thread without delay or you'll end up witrh far worse on your credit files.

Daggaboy

Hi I am a very upset customer with vodafone, I have phoned them and still have gotten nowhere any help is greatly appreciated. This is my problem:
I started a contract with them, all was well barring the signal strength ect... then i changed banks, the bank did not transfer any of my DD over so have masses of overdue and non payment issues, my fault. Vodafone instead of contacting me did not the i get a debt collection letter. I payed it and called vodafone and asked them to set up a new DD, gave them the details ect..... was it done? No so paid overdue accounts again. called them and well they said the bank had refused the DD order ect..... I asked how else could i pay they stated i could setup a standing order so i got all the figures from the lady on the phone and amounts ect.... setup the standing order, 7 months down the road i get a debt collection letter say i am outstanding moneys. I phone vodafone and they say i have not paided them. i check with my bank and i see i have on every date mentioned i have paid them. I had thrown away the sim card when i had the issues 9 months ago and don't intend to renew my contract. They have said that the charges are admin charges that are due because i have a Standing order not a DD but i was not informed of this. How do i resolve this??? I feel i am not to pay them the charges as they neglected to tell me about them.

vikir99

Why is it we still can't use our mobile phones after your recent updates?
This came with no warnings for freedom freebie users, I have phonecalls I really need to make but if I use them with the credit I put on I won't be able to add my freebie without topping up again, this also means I have to have all data use switched off on my phone, I can't text or make calls, and Vodafone have no explanation, they should be guarenteeing to compensate any customer who has to make calls whilst they are unable to add the pack they normally use, its time to switch to another company I think.

Does anyone know if another provider has a similar scheme to vodafones friends & family (the only reason I have to stay?) where I can pay a monthly fee & have others who can then call me any time they need if they are in my family group?

MataNui

Vodafone billing is a joke. Are you people stupid? I just left vodafone using a PAC to transfer to T-Mobile. I just had an email from vodafone telling me my bill is now ready to view online. How exactly vodafone?? You removed my online account over a week ago when my number ported out. I thought i was entitled to my final bill in paper form?

Vodafone

Hi all,

I'm sorry to read about the experiences you've had recently.

toshkininny, Daggaboy, vikir99 and MataNui,

So I can help you further with your concerns, 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?

duff101,

Although your case isn't one which I can handle directly, if you could also email me as per the details above I'll ensure that it's passed to the relevant department within Vodafone Ireland.

GeordieRef,

I've received your most recent email and will get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

geordiepip

Hi,


I am a long standing customer of Vodafone (10 years+) and have only just discovered a scam they have used on me to their financial benefit.


I have two numbers on one account. Both have been upgraded in the past 12 months. On both occasions I was told that the employee discount (which I have been receiving for many years) will carry across onto the new phone. Little did I know that it wouldn't!!


Upon checking my bills recently, I realised that since upgrading both numbers, the discount hadn't carried across as advised.


I have spoken with an online agent on 3.1.14 who stated that I have had discount active on my account for over 3 years continuously - clearly a lie.


I went instore and they sent an email off to the VEA team to rectify - a week went by and no response so I e-mailed them back. They said they hadn't heard anything from the VEA team but rest assured that it would be added and backdated - it has been added now but not backdated.


I have just spoken online again for over 90 minutes in which they are prepared to credit one of the accounts for the error but not the other - is it coincidental that they will only credit the account with 3 months missing rather than the other which has 12 months missing or is that just me being cynical?!


Can someone please help me with this as I am clearly banging my head against a brick wall.


P.S. I have asked on numerous occasions to last agent for the managing directors details to raise my complaint at a higher level and he has refused to provide the details. I have worked for a multinational corporate company where the complaints policy meant customers are allowed to escalate their complaint to a higher authority if they have given the company ample opportunity to resolve it - I have given them 3 opportunities now and am no further forward. Are Vodafone exempt from regulations like this? I know people can go to ombudsmen or regulators if they have given the company an opportunity to resolve complaints?


Help!!

mobilejunkie

In the time it took you to write all of that you could have read just the last page of this thread to find the best course of action.

Vodafone

Hi geordiepip,

Thanks for making me aware of your concerns.

As suggested by mobilejunkie, could you email me with your details via the link in our profile here so I can get this looked into further?

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