Vodafone complaints

tdighton

They have just called me regarding the email i have sent them which is same as above. The man said they cant find the phone call as not all calls are recorded!!! Funny that! but he said they cant take of two months as thats not what they do. They can only take of one month so he has taken of june bill. Said i have to pay July bill by staurday then i can do a exstention on August bill for 30 days.. tbh not hapy with outcome as not wat i was promised and specially as this has been going on for so long!! but looks like there was nothing more they were going to do!

Vodafone

Hi tdighton,

Thanks for making me aware of this.

So I can get things looked into 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.

Kind regards,

Lee

Social Media Comms

Vodafone UK

fedupbeingcheated

I can’t believe the argument I have just had with a customer service agent in a call centre in Egypt. After spending 30mins going through the voice prompts I eventually somehow got to speak to someone who was disinterested and aggressive. The situation left me so angry. I was literally laughed at! and when I said I was going to complain about him he said give me your best shot. I only wanted to have my phone unlocked as per my contract. This is one problem of many I have had with Vodafone over the years but I will make sure this is the last. This should not happen with a company as big as this. I will use twitter / facebook and even email the CEO until this person is removed !

cklass

Hi Lee, I've sent you another email (ref: #7642078), I'm pretty sure I know what your response is going to be, but at least this way I know I haven't been forgotten!

fedupbeingcheated wrote: »

I can’t believe the argument I have just had with a customer service agent in a call centre in Egypt. After spending 30mins going through the voice prompts I eventually somehow got to speak to someone who was disinterested and aggressive. The situation left me so angry. I was literally laughed at! and when I said I was going to complain about him he said give me your best shot. I only wanted to have my phone unlocked as per my contract. This is one problem of many I have had with Vodafone over the years but I will make sure this is the last. This should not happen with a company as big as this. I will use twitter / facebook and even email the CEO until this person is removed !

Follow the instructions in the post above yours and the Vodafone rep should be able to investigate. Unfortunately, it may not be possible to trace the call and they don't record all of them, but if you managed to get the rep's name, that would certainly help.

Also, what exactly happened regarding your unlock request? Did he process it? If not, make sure you clarify that in the form, so that the rep can help you with that, too.

Vodafone

Hi fedupbeingcheated,

Thanks for making me aware of this.

As advised by cklass, email me via the contact details provided in post 2614 so I can get things looked into.

cklass - I'll pick your email up as soon as possible.

Kind regards,

Lee

Social Media Comms

Vodafone UK

fedupbeingcheated

hello Cklass


No he did not do anything and iam still waiting for his manager to call me back.


Vodafone company representative


I can only put 2500 characters in the email.
Whats the point of me writing a letter when I cant send all of it to you !!!!!!!!
This just sums up Vodafone.
I will save this email for the CEO of Vodafone, Twitter and Facebook.

cklass

Write a short response that explains the key issues in the contact form, you'll then receive an automated email from Vodafone. You can reply to this email with any details you weren't able to include in the form. I'm guessing the limit is there to encourage people to stick to their point rather than ranting endlessly, which isn't helpful.

Their Twitter and Facebook reps are just going to refer you to this exact same form. I emailed the CEO's office once a while ago and got a call back from a rep who wasn't particularly helpful, whereas lots of other members, including myself, have successfully had their problems looked at using this form, which goes to Vodafone's Web Relations team.

gwdhld

I have been a Vodafone customer for many years, without issue. However, i logged onto my account in August 2014 to put Euro traveller onto my package, to my surprise i found a bill of £500+. Obviously i rang in a bit of a state, the account has 3 phones and the bill is normally approx £80. They said that i had gone over my download limits and that was why i had been charged. After some umming and arrrring i was advised that it was my responsibility to check that i was not exceeding this limit and i was advised to upgrade my packages so that it wouldn't happen again. Grudgingly i agreed. I had no texts or emails to advise that we had gone over so not sure how i would monitor this? I then advised that i could not afford to pay this in one lump sum, i was told that as a gesture of good will because i had upgraded my accounts they would deduct 10% of the bill and that they would have the payment taken from the account at the end of September rather than the end of August. When i logged into my bank however at the end of August the full amount was taken out. As a result we have really struggled to manage this month financially. I have also realised that i have had a text and an email to say that my address has changed (it hasn't). I rang 191 to discuss only to be told that it hadn't, i explained that it had, i was looking at the screen and told her the details that i had, she again said that it hadn't. She then told me that the only way i can sort this is to go to the Vodafone store with some id and see if they could look into it for me. I expressed my disgust at this but was advised that there was nothing they could do. I am obviously concerned that:

1. if they have this info wrong then was this my bill?
2. that they have taken this large amount leaving me and my family facing financial hardship - is this allowed when they said that it would be deducted the following month?
3. I can't get to the Vodafone store to sort out the address issue until Sunday and feel slightly aggrieved that i will have to pay to park, i get one day off and that this will be spent sorting rubbish that they should be sorting. I will be left further out of pocket.
4. Poor customer service.
5. It took my 43 minutes to get to this point - for a phone company they are very hard to phone!!!!!
6. I have someone elses details and possibly they have mine - is this contravening the Data Protection Act?
Please can anyone advise of best way to approach this.
Many thanks.
Sam :mad::mad::mad::mad::mad::mad::mad::mad::mad:

cklass

You may be able to check your usage via My Account to determine whether you were actually charged for your own usage or someone else's, but mixing up customers' details is a serious issue that they should look into as soon as possible. Try emailing Vodafone's Web Relations team via the instructions below, hopefully they'll investigate this before Sunday:

Vodafone_company_representative wrote: »

So I can get things looked into 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.

Vodafone

Hi everyone,

Lee's currently out of the office, so I'm replying on his behalf.

fedupbeingcheated – Please complete the form with the details and a link to this thread and we can look into this further.

gwdhld – We’ll need to look into this further to see what’s happened.

Please 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, please quote the code WRT135 - MSE in the subject line.

Once sent you'll receive an automated reply with a reference number. Please update the thread with this and I'll check we’ve received it.

Thanks,

Jenny
Social Media Comms
Vodafone UK