Vodafone complaints

glenngill35

Hi Lee, as requested see title above. Lee hope you can sort out this issue.
Regards glenngill35

Vodafone

Hi SwanV & glenngill35,

I've got your emails and will get back to you as soon as possible.

Kind regards,

Lee

Social Media Comms

Vodafone UK

TraceB

Hi Lee


I wonder if you can help me with a query / issue that I have?


I have recently upgraded my phone and as part of this was offered the data test drive - I was told this was unlimited data for 3 months.


I have just checked my unbilled usage and my predicted bill is over £80 more than anticipated - all seemingly due to data usage.


I called customer services and they have said that I will have to wait to call back until my bill is ready. Also, they have said that unlimited is not actually unlimited. It would not include any watching of videos (I know my son has watched short YouTube videos and my husband the football goals) on it. I have searched the T&Cs and can't find mention to this anywhere.


Your help would be much appreciated. I have been a loyal Vodafone customer for a long time..


Many thanks


Tracey

TraceB

Hi Lee


In anticipation of your usual advice I have logged a call, the reference number is 7773262


Many Thanks


Tracey

glenngill35

Hi Lee, as usual thanks for your help and professionalism while dealing with my two issues (see reference above). You are a credit to the Vodafone organisation and I only hope that Vodafone recognise this!!


Again Lee many thanks and please keep up the excellent customer service you provide.


Regards glenngill35

no-ordinary_mug

Hi!


Looking through the recent posts on here, it sounds like Lee is a lot more helpful that the customer service reps my partner has been trying to resolve his billing issues with recently.


Can you help us, please?


The original problem was that a 'promise to pay' was made to clear an outstanding amount when his contract ended, and a new one was started. The promise-to-pay amount was £27 aprx, but £70 was removed from his bank account.


Aside from this original issue never being corrected, he was offered compensation from customer services which hasn't been applied to bills since then. He accepted the compensation rather than use the 14 day 'cooling off' cancellation period - which has turned out to feel like a rather big mistake.


Infact, it seems to have spiralled from there. Last count, he's spoken to 5 reps to try to resolve the situation (despite trying to ensure he speaks to the same person, and been cut off whilst 'on hold' several times) and been given an array of different values for the billing amount Vodaphone claim is outstanding. Currently two months line rental could be costing as much as £200, for a bill which should be less than £60 per month, and the 1st month at least should have been free as part of the agreed compensation for the original error.


He's been informed that the matter will have to be referred to a manager, on more than one occasion, but received no response after this what-so-ever.


We're now at a stage where we'd simply like to know what the fixed, absolute, itemised final amount is - rather than be left flummoxed by the inexplicable varying amounts, so that we can leave this frustrating situation behind us.


Vodaphone generally has had excellent coverage, but unfortunately, sheer exasperation with the billing service and customer support has put us in the position where it is not viable to continue using the network.


Advice, assistance and generally a way of working this out would be appreciated.

cklass

Hi Lee,

I am still waiting for my issue to be resolved (refs: WRT135 - MSE #7642078 / WRT165 #7642078). My number has now been out of service for over four weeks. Your colleagues keep telling me that the relevant team is working to fix the problem and to get back in touch in 3-5 days for an update, but no-one has sufficiently explained what the problem is or exactly what Vodafone is doing to resolve it. I have been given so much conflicting information over the last few weeks that it seems pretty obvious that many of the attempts to fix the problem have been complete guess work, I would like some reassurance that Vodafone does actually know what the root of the problem is. Also, I don't think I should have to chase this up every few days myself - it's Vodafone's responsibility to keep me informed.

When problems like this occur, there needs to be one representative who takes ownership of the issue until it is resolved. I receive responses from a different representative almost every time, and as a result, I often end up repeating myself. I would appreciate it if you could take responsibility of keeping me informed about what Vodafone is doing to resolve the problem. A quick email explaining what's going on would be great.

Thanks again for your assistance.

no-ordinary_mug

Hi Lee,


In anticipation of your usual advice, we've followed the email link on the contact page, included WRT135-MSE in the subject line, and have received the reference number; 7822725.


Hoping you'll be able to help us,


regards,
no-ordinary mug

Vodafone

Hi all,

Thanks for your posts over the last few days.

TraceB - Further to our conversation last week, I'll get back to you with an update as soon as possible.

glenngill35 - Thanks for the great feedback following our conversation last week.

no-ordinary mug - Thanks for making me aware of your partner's concerns.

I've got his email and will get back to him as soon as possible.

cklass - I'll get your query chased up and update you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

tdighton

In June or July i had a promise to pay on day of it due i went to use my phone to find it had been blocked, upon checking my bank account i could see the money had gone. I called customer service to find out what was going on I was told they had system area so they told to go to bank check was them who took it then to come back. I got bus to bank and was told was vodafone who took the money. So i came home and rang again, i spoke to a block who agreed there had been system area and that as I was a good customer for good will gesture he told me i didn't have to pay anything till 1st August. (thinking mean wipe June and July bill) It came to 1st August and bill was still there so I called up and spoke to a guy said for the inconvenience he will credit my account with £10 and get manager to call me within 24 hours i never received a call from a manager i left it till 26th August and spoke to someone who said that was very bad hadn't had a call back and that someone should of he said he would put me through to manager and i spoke to someone and they said they were then sorting it and would call me back within 15 minutes no one called me back so i called back to me told someone was then calling me back still no one called me so i called again on thursday 28th August this man said ok i can see this aint on and that he will take one month of now and get his manager to call by 5pm and get the manager to take the other month of still no call so i called back on friday and there was no credit taking of whatsoever and no manager called me! So the man i spoke to on friday said look i can see your very upset by this matter and going to get this all looked into now and as its weekend tomorrow instead of calling you we will text you when we have credited your account, he even messaged me there and then saying we will have it resolved by tomorrow ( Saturday 30th August) It came to Saturday afternoon i hadnt heard anything so i went into the Felixstowe vodafone store and said look this isn't on and also one of the guys i spoke to on the phone said whilst being investigated he told me not to pay anything on my bill and that my account won't be suspended. The lady called through to customer service and was told was still being investigated and for me to call back on Monday. I called back on the Monday and lady said was still being investigated i should of been told to wait 5 working days. I said i had it in text message it would be done by Saturday and that was getting silly now as was taking so long. She also advised me whatever happened that i would be compensated some of my bill due to how long this had been going on. I called back on thursday to find out what was going on the lady was very rude and just turned around and said no you aint getting anything taking of your bill and need to pay the outstanding within three months and in that time your phone will be suspended till all paid!!! Not my fault you lot held my bill why being investigated and no not taking anything of y bill like i was told. She then said she would take 50% of my next bill i said how is that going to help. She then put me on hold to another person who said he was going to look into it put me on hold and came back. I then said he needed to speak up as he was very quiet he then put me hold and hung up on me. I then called back and spoke to another bloke who said this is really disgusting customer service and was furious the way i had been treated always promised call backs never got them and was told that i would get compensated and never did he then logged a complaint from his end and said i would receive and email within 24 hours i even got text message saying this. Still no email or call that should've been on 5th September should've heard by. Then on saturday 6th September i received a text message saying the complaint was put as urgent and would hear back within 24-48 hours still nothing. So i called back again today 8th September for the goy to keep me on hold nearly 20 mins to come back and say your phone not suspended after i told him everything that happened. I explained that is not what i said. I then replied with if wasn't sorted today i was going to take this a lot higher. He said i will get this sorted and put you through to a manager now he kept me on hold for 10 mins then you heard it come of hold him chatting to people next to him then hung up on me! So once again i called back and was told to write to you. Since this has been going on since June/ July i've never received email or phone call back from anyone. Whilst this is going on my account being held and told not to pay anything so the bill is adding up. I want this to be sorted once and for all otherwise I will have to take this a lot higher as stressing me out and making me very ill!! I look forward to hearing from you.