Vodafone complaints

marq

Oh yes, I've just remembered another 'hilarious' mess-up in the saga. When I was on the phone getting the first port process started, the SIM they had sent me was disabled immediately - i.e. while I was still on the phone to them! So I was cut off. Anyone who's been in the labyrinth of their call centre departments can imagine the fun I had trying to get back in touch with someone who could tell me what was going on. Add to this the occasional staff whose English was so poor we couldn't communicate, staff who didn't really get what was going on - but to their credit at least most people I spoke to had a positive attitude and seemed to want to help me. Or at least put me through to someone they thought would be able to...

misc2050_2

I’ve recently experienced a catalogue of problems with Vodafone customer services and so far I've made 11 phone calls, spent around 5 hours on the phone to Vodafone staff and despite reassurances that my problem would be resolved and that a manager would call me back, my phone remains disconnected and I've yet to hear from anyone at Vodafone.


On the 29th of August I made my first call to Vodafone to find out why my bills were coming out higher than I was expecting and at the end of that call I asked for my PAC code to be given. I was told that I couldn't have my PAC number yet because I was still in contract (due to expire in 2011). I was stunned at this statement and explained to the member of staff that I had cancelled an unwanted upgrade some weeks earlier and that perhaps this was a remnant of that. After some time on hold the staff member confirmed that this was the case, but instead of rectifying the issue immediately she asked that I call back in 2 days and speak to someone then! I immediately asked to speak to a manager and was told that they were busy and that I'd receive a call back.
Later that day I grew tired of waiting for a call-back and decided to call back into customer service myself. The next staff member I spoke to in the upgrades department itself seemed more helpful and following his advice I asked that my price-plan be change to a 'sim-only' one and that my PAC code be ordered. The member of staff confirmed that both actions had been completed and I ended the call.
It was not until I awoke to find my phone displaying ‘limited service’ that I realised that something else had now gone wrong. I once again rang Vodafone and was now told that my number had been disconnected. This call and the 8 others I've made since, have all been to re-instate my line, which was disconnected without any prior authorisation or consent on my part. Each time I've called I've spoken to different people in different departments, each concluding with a reassurance of a resolution and a call-back from a manager. Neither of these has happened!

Simply put, Vodafone’s customer service has been a disgrace so far, and if I ever manage to obtain my PAC code from them, I'm certainly going to port over to O2.

damindra

I was asked to pay on 8/6/2009 £300 into my account. I did so, and then was charged £470 in July as the £300 was not paid into my account. I have so far incurred £151.12 reserve fee on my bank account, made numerous calls to your customer services, and may i add on most occasions told lines are busy please call again later. I was advised to get an indemnity on the £300 but was unable to because it was a card transaction, NOT a direct debit payment. I was then advised the money would be back in my account in 24hours, after 48hrs this had not been done. I was then advised its 5-7working days, again after over a week still not back in my account. I then get a giro slip today for a credit of £298.39 NOT £300, so i then try to get through to settle the matter, sorry to busy please call later. I then got to the Cribbs Causeway Vodafone branch and am told by the store manager to go the bank to pay the money into my account, ridiculous as the giro slip is worthless, it should have been a cheque. I then call another 3 times finally getting through to Monica, who tells me i have to wait another 5-7days for the 298.39 NOT £300 to go into my account. Money has still not come back nor a cheque, now 3rd September 2009 (over 2 wks after promise of cheque of the amount being sent to me) and have been told the money now will go into my Bank Account, this is after first speaking to Collections Department (who told me they cannot help in the matter), who then put me through to Pay As You Go customer services and then Contract Pay as you Go. I have then been told to attend the Vodafone branch with proof of bank charges and they cannot access the notes to enter the details. They now have said they will contact Vodafone tomorrow (4/09/09) to sort this out.
Currently the amount owed due to the ‘mistake’ is £459.68 ( this includes call charges of £10.17)
Hows that for rubbish service!!

Have now sent direct email to CEO of Vodafone, sent letters to 3 vodafone complaints and OTELO, next stop is OFCOM!

CathJo

Back in July I ordered a Nokia Pay as you Go from Vodafone. When I received it and contacted Vodafone regarding unlocking it, they told me it was a handset that was impossible to unlock, and I could send it back.
That was no problem, they sent a courier to collect it. That was in July.

When I got my credit card statement in August, I realised I hadn't recieved a refund so phoned/emailed etc.... and have had no luck whatsoever.
They have got the phone and will not give me my money back. Surely this is illegal?? Where shall I go from here-Trading standards? Citizens advice? My credit card company? Any ideas????

The level of customer service I have received has been absolutley shocking and I will NEVER give custom to Vodafone again...
I have got 2 babies and have not got the time to be on hold to customer services for an hour like I was with my last phone call. Please help!

ajrobson_2

Dont know if anyone could help or advise...

Im currently trying to lower my tariff from £35 a month to £15... only 3 months left... But CS have told me I can only reduce this by £5 a month.

Iv spoken to a guy in the shop before this who couldnt change it for me but advised thats what I can do as I could change to any tariff after 9months of my contract... This is also what I thought Id signed up to.

Basically been on hold for about an hour to two guys, one trying to do a deal for me, then put the phone down, the other just blatently rude and abrupt. (Also Iv been with Voda for 5 years and there seems to be no reward for loyalty?)

I also argued if I asked to be placed on a £75 tarif theyd oblige to which they agreed. If theres no limit on increasing the tariff, is it even legal to limit the reduction? All seems like outsourcing centres trying to achieve bottom lines rather than sticking to set contracts.

Manager to call back.. Any suggestions on reasoning/arguements to use? Ombundsmen for example?

Reason I want to buy out is because Ive just spent a week trying to sort out my contract that was sold to me as an 18month renewal although they said it was a 24month deal... Result as theyve changed but seriously fed up with these guys now!

Any takers?

kriptikchicken

I doubt you will get down to £15, but you will most probably get it down to £20.

If you login to 'My Account' on the homepage. Then select 'view price plans' there should be a link to 'change' price plans.

That should then show you the expensive options only! So you then have to select view ALL price plans. There will probably be £20 options there. Be careful though, once you change it, it won't let you change it back or to another plan.

You may be able to change it at a later date, but how long that is I can't tell you.

ajrobson_2

Thanks for your reply but.. Funny enough it wont let me go below a £35/mnth and I can go to £80/mnth.

Still doesnt seem right as a Vodafone rep has told me I can go to a £15mnth tariff if required.

Anybody else come across this issue?

stonekent

I am gutted I never thought to check out MSE before signing up with VF. :mad:. I am having a torrid time like alot of people on here with the total lack ownership & responsibility VF staff have for customer complaints.

I cannot access my Voicemail since having my new contract 2 weeks ago, and I have been told on each phonecall to CS something different as to why it does not work. The last contact I had I got through to the technical department only to be told by the person who answered that he was basically going home and could not do anything so call back on Monday!! I have never heard of anything so ridiculous so I retorted "well what am I supposed to do in the meantime" and before I completed the sentence I was put back into the loop of calls!!! unbelievable!! I eventually got a CS rep to give another BS excuse that the problem was to do with the ported number and the issue has been known for a couple of weeks ..........yet I have inconveniently not been told about this!! What a great company. I was then told I need to call the porting department on Monday!!!!! I'm guessing on Monday i will get a different excuse again and my voicemail still won't be working. I will keep you all updated.

Has anyone managed to cancel a contract after 2 weeks of being with Vodafone? I really don't want another 2 years of this hassle as I have been told I don't have a leg to stand on if i want to cancel as the service has been connected.

baldelectrician

You may have a 2 week cooling off period (check and see)

If you can not speak to a person use their forum 'contact us section' and also back it up by an email / fax incase your request gets 'lost'

RenegMC

So I took out a contract on vodafone. First delivery, was advised it would come on monday, arrived on tuesday - managed to get £5 monthly recurring reduction for the duration of the contract (did this during the first 7 days of the contract).

Phone didn't run on internet or make phone calls all the time. Was within my 28 day so got an exchange on handset. They failed to deliver it on the first occassion, and was offered £10 credit onto my account. No good.

They arranged the second delivery for the exchanged handset, and that failed to arrive, so arranged a second time, was offered 3 months half price (getting there...). The third time I rearranged the delivery address as I was moving house, and they missed this - AGAIN!

I finally got it on the fourth time, over 4 days.

Final compensation - £5 recurring discount for the full 24 months, 3 and a half months line rental for free, including 3 months free I got during the purchase. The next bill I pay is in March 2010.

Total saving - £207.50 off a £720 contract on an HTC touch pro 2, 750 mins, 250 texts, unltd internet, and a NEW 28 day exchange for brand new handset on possibly the most expensive handset around! Oh, and a free months insurance.

All in all, whilst I was left frustrated at all the niggles, Vodafone paid for some of it in the end, and I'm left happy at the amount I've saved, and turned a 24 month contract into a 17 and a half one instead

Overall, worked out at saving me over £13 a month for the duration of the contract.

Thought I'd update as if you're being inconvenienced or being messed about due to the companies problems, you should push them to compensate you for it, and in most cases, a reduction in the amount you pay can be done! Only shame is I had to do the deal over the phone and couldn't get the £100 offered on quidco...

Good luck to everyone with their complaints.

PS. I'm sure the moneysavingexpert pros are doing this anyway, but I've found talking to one person, taking their full name, their extension, and asking them to outline everything spoken about during the phone call in an email the only way to make sure that the deals offered during the call a) are enforced, and b) it holds somebody accountable should what they said they would deliver not materialise.