Vodafone complaints

varunchadha2583

Jenny have sent a mail to you for my account, can you please have a look.

Regards,
Varun

Marce_M

I sent the letter below off to Vodafone last week after over a month of trying to resolve the issue regarding the repair/ replacement of my phone. I am no nearer to any resolution. I am exasperated at the amount of phone calls that I have had to make and despite the staff being friendly and "emapthising with my situation" they cannot make any decisions. Mis-information and frustration seem to be the order of the day with no-one at any point getting back to me, just me putting in the leg work to go around in circles time and time again. Having been a loyal customer for 10 years this is not what I expect. This is totally unacceptable and I am at my wits end.

Marce M


Dear Mr Bond,



I am writing to complain about the treatment that I have received regarding therepair and replacement of my mobile phone. I am exasperated with the amount ofphonecalls that I have had to make to Vodafone and although I have nocomplaints as such regarding any of the numerous staff that I have spoken to,it is the proceedures that you have in place and the fact that your staff areconstrained by these that has made my situation unbearable.



Towards the end of September, I handed in my Iphone 4s in for repair. The Wi-Fiwas greyed out, which from what I have ascertained from various forums such asthe Apple Forum as well as your staff in store, this is a common problem. Ihanded it in at the Portobello Road Store in London and was given a courtesyphone and was told that the repair should not take too long.



I popped into the store a week later and I was made aware that it was still notready as there seemed to have been a problem with the way it was booked in as arepair. This was fair enough, as mistakes do happen. This obviously would delaythe repair of my phone further but I had accepted this. I phoned customerservices a few days later and they put me on hold whilst they liased with therepair centre. Once your customer services staff had spoken with the repaircentre they told me that the repair centre had confirmed that the Wi-Fi issueon my phone was irreparable and that I would be getting an exchange. I askedthe person from customer services to clarify this and they said that I would begetting a new phone. She said that she could not tell me when but that it wouldbe dispatched. I asked her whether I could collect one from the store that Ihad dropped my original phone off at and she said maybe.



Rather than visit the store I got the number and called them. I spoke with anextremely helpful member of staff who pointed out that I would not be able tocollect a phone from the store but checked on the system and whilst looking athis notes saw that I had to disable the "find my iphone" feature onmy old phone in order for Vodafone to then send out my replacement phone. Thiswas done over the phone and although he could not be sure of when I would begetting my replacement phone he said that now "find my iphone" hadbeen disabled that would mean that a replacement phone could be dispatched.



Over the next few days I had contacted your staff intermittently and had beentold various things such as it had been dispatched but they had been unable totell me where to, or that it was not in stock. The final thing that I was toldwas that the phone was not in stock but that I would receive it on the 29th ofOctober 14.



On the 29th October 14 I received a text from the repair centre telling me thatthey would not be able to proceed with the repair on my phone unless I paid£150 towards it. I called the repair centre who claimed that there was waterdamage on the one of the boards on the phone. This is incredulous as firstly,the fault has nothing to do with any water damage, it is a common fault withthe Iphone 4s and lastly and most importantly, why was I told on more than oneoccassion that they had spoken with the repair centre who had said to them thatthe phone could not be repaired and that I would be getting an exchange? At nopoint whatsoever was water damage was mentioned during any of the conversationsthat I had with your staff over 2 weeks ago. Surely this would have beenbrought to my attention from the outset and would have prevented you fromoffering me an exchange phone. This all seems to me to be very suspicious as Iknow that the repair centre subcontracts your work and co
uld they be trying to make some extra money? This may sound rather far fetchedbut this whole situation has been somewhat of a nightmare so who knows?



I spoke with some of your staff yesterday and I had said that I would be happyto have the fee waived to get a repair as opposed to a replacement phone butupon reflection, if I had been told that the phone is irreparable then thatobviously makes no sense whatsoever. Why would I or yourselves pay £150 to geta phone that cannot be repaired repaired?



I know that this is a detailed explanation of events but I am so so exhaustedattempting to explain these things over and over again on the phone to your staffwho have no automony whatsoever to make decisions that could benefit a customerwho is experiencing a situation like mine.



One of your staff told me yesterday that they will do a listenback on all mycalls, which is fine, as the calls will confirm what I have just said in myemail. The only problem is that this takes 7-10 days which is not acceptable asthis protracted situation has become unbearable.



I have made a formal complaint via the telephone yesterday but again, thereseems to be no urgency on Vodafone's part as I was told that I would have tophone up next week to find out what was happening and that hopefully somebodymay contact me next week.



Is this the norm for Vodafone having customers chase up complaints as opposedto you getting back to us?



I have lost count of the amount of times that I have called Vodafone for anupdate regarding my situation. Over the past month I have spoken to Vodafonemore than I have certain members of my family, which cannot be a good thing.



I have been a loyal customer with Vodafone for 10 years and have neverhesitated to recommend you to anyone that has thought about changing theirnetwork. This is not what I would expect. I know you are a multi billion poundglobal business and losing me a customer would make no difference to yourproifits. But it is people like me that do matter, although your company'sactions so far regarding my situation would have me believe otherwise.



I really don't know how much more of this I can take.



Your assistance in this matter would be most appreciated.



Yours sincerely



Mr Marcel Myrtil

Vodafone

Hi everyone,

Quicklite – I’m sorry to hear what’s happened.

If you'd like me to look into this, 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.

TheGuvnor – I’m pleased you’ve got the phone now. If you do need any further help from me, you can get in touch using the details posted above.


shannifran – I’m sorry to hear of the problems you’ve had. If you'd like me to look into this further, you can email me as detailed above.


Varun – Please let me know your email reference number and I can check we’ve got it. This will have been sent to you in an automated reply and will look like: [#8932261].

Marce M – I’m sorry to hear this. You should receive a reply directly from our Customer Relations team, however if you’ve not yet received this, email me with your details using the info above.

Thanks,

Jenny
Vodafone UK

SallyUK

I ordered a new contract at the weekend and phone arrived on Monday. I inserted the sim, expecting it to activate, but it didn't. I rang them and they told me it could take up to 24 hours. (I've never had a sim take that long to activate before).

Today I've tried the phone several times and still it shows no service. I rang them and stayed on the phone for a very long time, only to be transferred from one department to another - four times in all! Still I wasn't through to the right person!

I also opened the Live Chat window on the website and spoke to a rep called Sheldon. After asking lots of questions (which I'd already gave him the answers to) he said he'd have to "transfer the window" to another department!! I asked how long that would be and he said about 15 minutes!

Well, I first started the chat window at 19.17 and it's now 20.16. Every so often I get the message:

Thanks for your patience - your approximate wait time is 0 minute(s) and 2 seconds.

I'm still waiting!

Where do I go from here? All I want is an envelope to return the phone!

Help!

Sal
x

Con_

Hi
on the 4/11/14 I travelled to my local Vodafone Shop in town. I am due an upgrade on my handset from September and I haven't had a chance due to work.
My contract consists of a mobile phone and a laptop with wireless Internet (laptop deal is for 36months).

I wanted to go to the shop and purchase the new deal on the day but, after speaking to the Vodafone employee, I was unable to! Because my "Vodafone" account is now managed by another company!

I was informed that due to me buying into the laptop deal I had given the rights of my account to "Onecom".

In 2012 I was due an upgrade and I decided to complete this over the phone with "Vodafone" customer services. Long story short, the wrong handset was sent out twice!
They fixed this issue by give me a discount and everything went fine.
Then in 2013 I received a call from "Onecom ". "Partners of Vodafone" giving me an opportunity to purchase a laptop and internet deal. This just happened at the right moment because, laptop had just died.
I was told on the phone "I was valued customer of Vodafone" and because of the past issues with the handset mixup i believed this was a thankyou for staying with us.
Also it would be handy for my Wife as she was currently in hospital and the whole deal seemed to be a blessing.

My issue is I can't update my handset because of this laptop deal.

I contacted customer services "Vodafone" as advised by the Vodafone Shop.
I explained everything, they agreed with the shop employee. Then explained I had to contact "Onecom".

I explained to them I will not be doing that.
I'm a "Vodafone" customer, I pay "Vodafone" not "Onecom ". It's a "Vodafone" sim card in both devices.
I receive a bill from "Vodafone" not "Onecom".

So the "Vodafone" rep on the phone contacted "Onecom". Came back on the phone and wanted to put me through to the "Onecom " rep. I explained that I was a "Vodafone" customer and didn't want to talk to a "Subcontractor". The conversation went on and eventually the "Vodafone" rep passed the buck and put me through to "Onecom".
After going through everything again! I was told that for my contract to go back to "Vodafone" ( the company I pay every month) it would cost £250+ to cancel the internet deal! Or continue to pay until 2016!

The laptop is worth £100 max ! I really believe that this whole thing has been conducted under handedly. I bought into "Vodafone" and they have supplied my details to a "Partner" company namely "Onecom". A "Partner" that only works one way.

I am now waiting for "Onecom " to send me an email confirming the policy.

This is a complete disgrace, that this simple action of purchasing a new handset has turned out like this.

All I wanted to do is walk into a "Vodafone" shop and talk to a real person !!

ginnza

Hi I hope you can help me ,

We are vodafone pay monthly customers and have previously enjoyed good service from vodafone however recently we have been let down placed a order for a pay and go Samsung Galaxy S5 Mini

order number (WEB-xxxxxxxxxxxxx), on the 19 October as a special price of £225, for a Christmas Present for our Son

I recieved the order confirmation shortly after , then today 5/11/2014

i contacted Vodafone to see what the delay was in the order to be told it was cancelled on the 01/11/2015 as there was no stock available however it is back in stock now and i could buy it however the price would then be £400 , i then asked to put through to a manager i was left on hold only to have them hang up on me and to go through it all again to then get to talk to a polite lady called Tsholo from the online orders department who told me her manager wasn't available and i should be contatced within 24 hours.

First of all i find it unacceptable that the order was cancelled without notifying me as this is a Christmas present ,

Second to be told it was cancelled becuase there was no stock available to then be told it is now in stock but not for the original price of £225 but £175 more expensive at £400 is quite frankly a joke.

Third to then spend over a hour trying to get through to the right department to be then hung up on is not what i expect of a company like vodafone.

can you help with this matter ?

this is sorted out now i hope

Shorty1

I have requested for my number to be ported over form another network and have been messed about so much I have waited for an hour to speak to a manager who has advised me there is nothing he can do and I need to call back me offered to discount my line rental by half I was not happy so therefor the call needs to be escalated to a manager I'm not happy as this does not resolve my issue I need my number it has been disconnected and no one at Voda is bothered I have emailed the ceo and the complaints team! The manger has advised me he will call me back I've waited 1hr and 30mins to speak to him and this is all he can do not even spent more then 10mins on the phone to me!
Email sent to customer services no response
Dear Jeroen

I have recently taken a new contract out with Vodafone and have made arrangements for my number to be ported over from o2. As per your online request form I was advised that the port would be completed by the 31/10/2014. This has not still been actioned due to several issues. Whilst typing this email I was on the hold to the porting team at 8pm the call was answered and was advised to call back tomorrow and the line was disconnected after waiting patiently on hold for 15 mins. I initially spoke to the customer services team who advised that they have spoken to the porting team and where advised there is a problem with the port and was advised to call them the call was transferred over and disconnected at 8pm.

This now means I will have to wait another day for the port to be completed as I will no doubt call back tomorrow speak to them ask them what has happened and will be advised as usual that there is a problem with the port they will then email the backend engineering team who will advise them that they will pick the issue up and resolve it within 24-48 as tomorrow is Friday and the back end team do not work weekends this will mean that I will have to wait till Tuesday 8pm before the number 077####### is ported over! Which I have little faith in.

I have had he worst ever customer experience form Vodafone. I have had staff hang up on me whilst I requested to speak to a manger. Hollie was particularly rude and over talked me she did not under stand my frustration as I was initially advised the number wuuld be ported over on Fri by 4pm then told Tuesday 8pm then Wednesday 4pm then 8pm on the same day and no I have no indication as to when this will occur. She refused to escalate my concerns to her manager as I had advised her I was not happy as i urgently need the above number activating, she refused to understand my frustration and was not empathetic to my situation by advising me that I would need to go online and log my concerns. My frustration at his moment is that the port has not been completed and I urgently require this to be actioned and only wish for someone to take ownership I have been on the phone every single day for the past 7days trying to get this issue resolved and the experience I have encountered is shocking and concerning as a new customer I terms of future service.

I would gladly cancel my contract and return to 02 but unfortunately I am unable to do this as my number is being ported over the line with O2 has been disconnected since 31/10/14 I have had friends and family expressing the concerns as not being able to reach me as the number is not contactable any more and also the song that it has on my employment has meant that I have not been able to be on call on that number and as you agree if your on call and are unable to be contacted this in it self has caused further problems and added stress of its own it now means I have to complete tasks I my own time due to the incompetences of the new network provider.

I am forced to wait for this to be completed before being able to move back to 02.

I have been let down by Vodafone interms of the service I am paying for and am unable to walk away and wash my hands! The attitude of the staff alone would mean I would never do business with such a company this again has been by far the worst customer experience I have gone through. Working in the industry my self I pride my self and my team in delivering excellent customer service taking owner ship of issues and resolving these keeping promises and commitments and providing into date and accurate information and not mis leading the customer which I have yet to experience other then the one conversation with graham who was really helpful on one occasion.

I am writing to you as a ceo of a company as I feel it is crucial that this matter is bought to your attention please feel free to listen to the calls or have your team do see to see the customer journey I have been exposed to by your frontline staff I implore you to resolve my issue and address my concerns so that in the future further customers are not exposed to similar situations. I have had a college comment on yammer that she has cancelled her contract with Vodafone due to the same issue. Other colleagues have also commented on the service. I work for an organisation who has a contract with Vodafone for all business mobile numbers and due to this the staff also benefit from reduced line rental.
Also below is a brief summary of the initial email I have sent to your customer relations team with a more detail of the issues I have come across.

Thank you for your time

Please feel free to contact me on 077####### or to call me on the Vodafone number detailed below.



Wish to register a formal complaint regarding the services from Vodafone and certain agents regarding porting of my O2 number to Vodafone. I've been given incorrect information promised call backs which have not been followed up vodaphone staff have hung up on me I've been assured that my number will be ported over by a certain date or time which has not happened. My issues have been listed below

1) been provided with incorrect information online regarding date and time of my number being ported over.

2) Vodafone advisors have advised reason why port not completed was due to the request being originating online due to my accent being on the cybel system the request made online would not be picked up as it is not connected to the new system

3) been advised that no one is able to help me over the weekend due to migration of new system and not being transferred to the porting team- was advised to callback after 20 mins by the porting team as they will have access and will be able to deal with my request after 2hrs was told no one can help me.

4) calls not been passed to supervisors when requested

5) supervisors not calling back it has now been over 48hrs

6) been promised a call back after calls have been listened to not the 5/11/2014 after 2pm. Still no callback.

7) advisors hanging up when requesting to spk to supervisors.

8) being advised to call back after weekend to receive issue

9) Hollie staff Attitude really rude talked over me raised voice patronising and hung up would not put me through to supervisors when request was made to discuss her attitude hung up

10) advised port would be completed 5/11/2014 4pm then advised 8pm still number not ported over

11) advised number is a pay as you go number when intact it is a contract staff so unhelpful had to conference call pay as you go myself to establish this account monthly and obtain account number with agent on the phone.

12) being passed from one department to another porting transferred call to customer services for complaint to be logged and customer services passed me back to porting vice verse

13) number still not ported over unable to cancel contract and return to O2 as will need for number to be ported over God no's when that will be so have no choice to stay with Voda until then will then need to request pak code to move over.

14) incorrect pak code recorded in account as advised by Hollie on the 5/11/14

15) number to be ported over been disconnected since the 31/10/14 not been active since then impacting me due to number being on call for work .



I am unable to cancel my contract atm am forced to remain with Voda and put up with such poor service and spend every single day chasing request up having to call back again and speak to porting no one no's what they are doing no one bothers to read account info jus provide you with standard unrelated info.

WOREST EVER CUSTOMER SERVICE

kempstar

Vodafone_company_representative wrote: »

Hi _SatNav_1711_ & kempstar,

Thanks for making me aware of your concerns.

So I can look into things for 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, 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.

David - I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

So Lee called me very promptly, within a couple of days. And he was very helpful, went through my account with me and gave me multiple credits for all the overcharges on my account. It amounted to about £60. Note that I was not offered any compensation for the hours of my time that have been wasted having to check the bills every month and call up to sort them out.

Lee promised me that these would be applied to this months bill, and that it would be reduced accordingly. I checked my bank account today, and the full amount has been charged :mad:

So I called the customer services number. Bear in mind this is a business account, so I would expect the service to be good. I was only hold for 20 minutes. I explained the problem to someone, she said she had to put me through to somebody else. The second person I spoke to was actually in retentions, and they couldnt help either, so passed me through to a third person.

The third person was somebody called Vicky. The first thing she said was that her systems were down and that she could only deal with general enquiries. I explained the issue, and she asked me to call back in an hour. I told her I had already waited 20 minutes and could she call me back instead. A quite firm NO, as inbound calls take priority!

I then asked her to get a manager to call me back as I wanted this resolved, and I wanted to complain. She said she would request a manager call back but could not promise that they would call me as it is something that she could deal with. I then said that she cant deal with it, and it has been going on for months. Her name was Vicky, she was extremely unhelpful.

Lee - Please get in touch about this ASAP. I have given Vodafone multiple opportunities to sort this out, as far as I am concerned you are in breach of contract and I am free to cancel. I will only reconsider this if this issue is sorted within the next 48 hours, and I will also expect some fairly substantial compensation.

Waldo611

Jenny (Vodafone MSE Rep) - I am responding to your request to contact via e-mail on your site. Since the last tortuous installment provided on 29-10-2014, 10:29 PM.... there's more.

I rang Shops again (Bristol, Cheltenham, Gloucester and Yate) and eventually Cheltenham did get back to me (Hurray), but only to tell me they didnt have any Sure Signals (Booh). Howevet, 24 hours later they rang again (amazing) and said that they had received one and would hold it for me top marks to Cheltenham). So I wizz up to Cheltenham (1 hour car drive) and sure enough, its still there. Unfortunately the memebr of staff said that a NEW version is due shortly!!! Needless to say, I thought better of buying the item at that point and went home empty handed. I checked the Vodafone e-Forum and one of the contributers confirmed that hthey had been told tyhat a new version was due out this year.

Then Bristol called me on Sunday 2 Nov to tell me they had one also. To cut a long story short, I asked Bristol to confirm whether there is a new one on the horison and if there ins't, call me back and I would come and get it; if there was a new one on the horizon, I declined to buy the V3, unless I could replace it when the "V4" if one was released before the end of the year (as stated by Cheltenham). Nothing was heard back from Bristol.

However, the following week I got a call from a Vodafone Chap whp seemed to be responding to my note to the CEO approx 9 days earlier. He seemed to think that V3s were now back in stock and the world was grand. He stated that there were no upgrades to the Sure Signal expected and he would not contemplate allowing me to exchange a V3 for a "V4" if it came out before Christmas. He also advised me that I had been given £149 in credit on my accopunt...nice other than over the many many calls to vodafone I had been "given" £100 for a Sure Signal, £30 for initial inconvenience, and then a further £50, upped to £99 for further inconvenience (£229 by my reconning). Sounds like another Vodafone SOP to get irate customers off the line - just promise a credit and then dont apply it. Needless to say, the helpful (not) CEO Rep could do nothing about the £229 and considered the matter closed. I clearly didnt but realised I was getting no-where so said goodbye.

No problems though, having been away for the week, I journeyed to the Bristol Vodafone store on the Sat to pick up the V3 they had for me......only to find that they had sold it earlier in the day!!! I explained my displeasure at them not getting back to me and never picking up their phone or getting back to voicemail callers, so it was pointless calling them. They took my details again, and when one comes it, would give me a call!

So for a laugh, I went back online this evening to try and buy one on-line. When you go to the site, it advertises the V3 but when you log-in to purchase, it does not appear in the Shop accessoireis again!

So - I still dont have a Sure Signal V3 - my HTC M8 4G phone at home is "Emergency Numnbers Only" and Vodafone are mnot honouring the credits (bearing in mind one was to fund the £100 Sure Signal anyway - so the £10 electronic contraption made in SE Asia/China nets Vodafone £90 anyway (call me disingenuous).

Jenny, I would give you my e-mail reference number but I tried to send one and got the infamous (we are making tweaks to the site, sorry try again later). Can you help, again!

amandanectar

Vodafone - Where do I begin??

I cancelled my account back in May 2014 and followed it up with a letter and i stopped my direct debit. 30 days later my service stopped, or so I thought. I then got a bill from capquest for around £130 which I wasn't tool pleased about as I never got a bill. Nevertheless, I thought I probably did owe that as a final amount so I duly paid this.

July I got another bill, August another and September too. I found these in my spam folder. At this point I got onto the phone to customer services. I found out that there were three other numbers on my account still running despite my request to cancel everything in May.

My question is, why would I only cancel my main number and keep other numbers running?? One number was for mobile Internet which I had never used since 2010 and I was sure this was cancelled. There was also another sim only deal which I had never requested and I don't have the sim!!

No wonder my bills were so large. I found out that I owe £316 for services that I am not using. Whilst arguing my point, I was being passed around all the houses, each time being quoted a different figure, until I didn't know what I owed. One person said that they were cancelled and that I didn't owe anything, and then the next person told me I would have to pay £200 pound disconnection fee to break my contract, which had obviously just started up again. Absolutely numptied beyond belief I then had a bright idea of sending a letter to vodafone by registered mail outlining what had been happening me. Sadly to add insult to injury, they just simply passed the bill onto a debt collector.

I have phoned customer services time and time again. When the first bill came in on June 2014 I was told by customer services that this bill would be the final bill. WRONG !!
This companies customer services are the worst I have ever encountered, they even said that the previous person that tried to help me was wrong, and that was from their own colleague.

I was told that my contract wasn't cancelled at all. It was stopped thought non payment, and when I paid the original bill, all the numbers were started up again???? What part of "I would like to cancel my contract" does this company not understand?

So if I pay this next bill for £316, what's to stop them from starting my contracts up again and start the billing process all over again!

If I don't pay the debt collector, I get charged interest - catch 22

Vodafone I have been a loyal customer since 2006 and I have never missed a payment. Why are you treating me like this? vodafone now own my soul, I am a lost cause.