Vodafone complaints

scaredmum

Hi I am new to this site and just wondered if anyone can help me. My son has been in dispute with Vodafone for the last 3 months and after numerous phone calls each time talking to someone different and several letters we are getting nowhere. My son suffers from mental health. He had a contract with Vodafone averaging £50 a month. Then in March he got a bill for £1600 mainly due to gambling and purchasing sites. On mentioning this to his care worker she said it sounded like mania. On further investigation both by myself and his psychiatrist we found that a side affect of medication he had recently been put on is that it reduces peoples ability to control their impulses and causes excessive gambling and shopping. My sons psychiatrist wrote a letter to Vodafone and included documentation to prove this. She also said it is affecting my sons mental health but they don't want to know and insist my son pays this and also the rest of his contract which amounts to £2000. My argument is that yes my son ran up this bill, he also offered to pay them back £30 a week but they insisted on £80 a week which is not feasible. Also why, if this was unusual activity on my sons account, did Vodafone not put a cap on it. Also we have proof that this is down to medication then why will Vodafone take no notice of it. I have written to the financial ombudsman but not received a reply yet. I asked Vodafone to put a hold on the account until we get a reply but they have now referred it to a debt collection agency.My son is self harming due to this and I am so scared that all this worry will cause him to harm himself even more. Please can someone help me.

mobilejunkie

You need to read this page and follow the prescibed means of contacting the WRT if you want them to help; no-one else can.

Vodafone

Hi scaredmum,

I've just replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

MissyKay

Has anyone had calls from these numbers 0845 606 9659 and 01709 765 330 the whole day they been calling me having researched this number apparently 1. they are claiming to be from Vodafone Upgrade team and another saying that they working on behalf of Vodafone not sure what is actually true. I picked up the call first time heard someone laughing like it was some kind of prank call so fed up with these stupid call :mad:

glenngill35

this complaint is written in frustration at Vodafone and the customer advisor's inability to deal with a customers issue on first contact.
yesterday I received a bill from Vodafone for an astronomical amount! it appears that the majority of the bill is for 'Equipment charge @ £252.46p'
I contacted Vodafone on 191 and spent an hour on the phone being told that the above charge was probably an error but could not be rectified until the warehouse opens tomorrow so that Vodafone could verify that the faulty handsets had been returned to said warehouse.
I initially accepted delivery of an xperia z2 that was faulty this happened twice more (a total of three faulty xperia z2 handsets) before finally the htc one m8 proved to be ok.
each xperia z2 was delivered and exchanged for return by Vodafone's courier DPD.
please can someone from Vodafone hopefully someone who can make a decision on first contact look into this complaint!

mobilejunkie

Well, I have to be fair. In the last week I've had issues with T-Mobile, TalkMobile and Vodafone (albeit minor in their case). The only one which actually responded well was Vodafone. I'm SO used to the exact opposite that I almost wondered if they were being sarcastic!

This is the first good experience I've had with them for years (without having to by-pass customer service and resorting to the WRT). I hope it wasn't just one excellent employee who will leave when they find out that's NOT the way Vodafone works! Ok maybe now I'M being sarcastic - only time will tell!

Vodafone

Hi MissyKay & glenngill35,

So I can look into your concerns further, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

mobilejunkie,

It's good to see that your most recent experience with us has been a positive one. Hope things remain this way.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mobilejunkie

Vodafone_company_representative wrote: »

mobilejunkie,

It's good to see that your most recent experience with us has been a positive one. Hope things remain this way.

Kind regards,

Lee

Social Media Comms

Vodafone UK

So do I. Freezing contractural prices is also a very good step. I would like to think that given 125 pages on this thread alone (plus numerous others) Vodafone have decided to treat their customers properly. One swallow doesn't make a spring though... time will tell.

glenngill35

WRT 135 #7161168 please deal with this as soon as possible


FYI below is a text message I received firm Vodafone Tuesday 10-6-2014:


Dear Customer,
This is to confirm as promised we have credit you with an amount of £245 on your Vodafone account.
Thanks for calling Vodafone today. W
ould you like to manage your account, view your bills online, and get instant support with your handset? Please register a free account at our website w
ww.vodafone.co.uk/myaccount
Vodafone
A Network to depend on. (Is this irony?)

MissyKay

WRT135 - MSE [#7161510]‏

Lee,

I have raised an query which is as above.

thanks

Missykay