Vodafone complaints

paulsad

Eeee amazing ... Vodafone still as bad as they were years ago when they ballsed up my credit history - they'll happily do that to you and then appear helpful (still there then Lee?) then make you jump through hoops with hard to get evidence until you give up ...

Silk

paulsad wrote: »

Eeee amazing ... Vodafone still as bad as they were years ago when they ballsed up my credit history - they'll happily do that to you and then appear helpful (still there then Lee?) then make you jump through hoops with hard to get evidence until you give up ...

To be fair to Lee, he has an excellent track record for sorting out genuine errors and complaints and seems to be one of the few people in the organisation able to solve issues.


If you had a false marker against your credit reference which they refused to amend you can contest it with the agency and ask them to investigate, if they agreed with you it would be removed.


Even if the credit agency refuse to remove or amend it you can always add your own statement to the record explaining the circumstances

bigsmokejez

Vodafone in lying deceitful customer service shocker!

Vodafone claimed my father signed up to a 12 month contract in May last year. Knowing this was not the case as he was adamant he had not, we asked Vodafone to check their records and pull the tapes of the conversation. They said they would pull a tape of the conversation within 30 days. We rang up after 30 days and they then said that they do not hold the record of the phone information that long.

They then said that it would cost £110 to break the contract unless of course he signed up to a new contract. I woke up this morning, relieved to find that there was no horse's head under my pillow, and decided that the best course of action was to hold Vodafone to account as a matter of principle.

Does paying the £110 to break the contract prejudice a claim in Small Claims Court / via Ombudsman (Also I don't want my father's credit rating to be affected).

The claim that they don't keep recorded conversations for longer than 6 months beggars belief especially as this would seem to be the only objective means of ascertaining whether a contract was agreed to in any instance.

Is the next step to make a Data Protection Act request to force their hand on whether they do in fact hold a record of the conversation?

Which is the better avenue to holding them to account? Small Claims or Ombudsman? Advice gratefully received, thanks.

mobilejunkie

You'll need proof. If there really isn't any you are likely to lose. Contact the Web Relations Team as guided on here endlessly or you're not likely to get anywhere decent.

Silk

bigsmokejez wrote: »

Vodafone claimed my father signed up to a 12 month contract in May last year. Knowing this was not the case as he was adamant he had not, we asked Vodafone to check their records and pull the tapes of the conversation. They said they would pull a tape of the conversation within 30 days. We rang up after 30 days and they then said that they do not hold the record of the phone information that long.

A twelve month contract that started May last year would have reached minimum term in May this year so there would not be a penalty to end the contract


The contract may well have been done through a third party seller so you need to try and find out who the contract was done through. if it was a 3rd party it would explain no record of the call.


How has the account been paid up to now? is it DD if so how come it's only shown up now?


Have you checked to see if the number is active ie. is someone using it?


It may well be your Father is a victim of identity fraud if someone has used his details to obtain a phone so do you know if the contract is sim only or had a phone included?

bigsmokejez wrote: »

Does paying the £110 to break the contract prejudice a claim in Small Claims Court / via Ombudsman (Also I don't want my father's credit rating to be affected).

Not if you make it clear (recorded) that you are paying but do not accept the debt.
If the contract has outstanding amounts on it then his credit rating may already be affected.
If he is a victim of identity fraud there may be others.

bigsmokejez wrote: »

Is the next step to make a Data Protection Act request to force their hand on whether they do in fact hold a record of the conversation?

You can do a SAR which will cost you £10 ....if of course you need to take action on it's content you will be able to claim that back.

bigsmokejez wrote: »

Which is the better avenue to holding them to account? Small Claims or Ombudsman? Advice gratefully received, thanks.

Depends on the situation, SC's is quicker but you need to be sure of the facts with proof and if you've been paying it for 18 months without question it puts you in a weak position

Alloneword

Well here i am pushing 50 and in all my life i have never come across a company as bad as VodaFone and trust me when your up against PC World, dixons, etc that is saying something.
Vodafone company representative lets see what you can do with this one.
I order asn LG G2 on Black friday (I know) well with the hassle leading up to a del date of the 11th of dec i was miffed at VF anyway, but i got an email from u on th e10th saying it would be here on the 11th so fair enough parcel got to my sorting office in Southwark on the 11th at 7.30am and then it entered "The Southwark Triangle" in another words it vanished of the face of the earth, or some git stole it, which is the case as DPD (Dodgy Parcel Delivery) have confirmed this themself, they told me to contact U which i have been doing ever since, and i have been lied to ever since, it ranges from, ok i will be sorting this and with you next day, to 24 hours to 48 hours, and todays chesnut was told 48 hours and i will be having new "smarts phone" (and before we go bonkers, no it's not racist i am quoting) when i told him i had been told that before and i wanted that in writing he ok i put phone down to type which sounded fair enough, 2 hours later i gave up waiting.

There have been tons more but it seems pointless even typing it, this was supposed to be for my 16 year old Christmas but somehow I doubt you will get her phone to her before the big day, so thanks for that.

Also i am not in a financial postiotion to just go and buy another one so come Christmas day i'm going to have to face with nothing, apart from the scren protector and case she wanted for phone that she does not have and as a father that kills me.

I'm sure your going to do your best to put some good spin on it, like we employ people with highest levels of training and sorry for loss (you mean theft), i know there is nothing you can do about Dodgy Parcel Delivery nicking the phone but the screw up after the 11th is 100% VodaFone's fault and NOBODY IN VODAFONE cares one jot.

All1

PS please dont ask me to go to facebook twitter eforum they have all banned me because i am speaking the truth i have contacted them and asked why they banned me but not surprisingly they have failed to answer me (a comms company)

mobilejunkie

Contact the Web Relations Team (follow the instructions) so they can call you - you won't get anywhere until you do. They are very helpful and MIGHT be able to sort it quickly.

Alloneword

mobilejunkie wrote: »

Contact the Web Relations Team (follow the instructions) so they can call you - you won't get anywhere until you do. They are very helpful and MIGHT be able to sort it quickly.

Well ihave done that since the 11th and as i said NOTHING, oh and i can't go back to the eforum as they have banned me for being too honest, no it's not a joke

All1

my only other options are here, letters or small claims court both the latter will be no good for crimbo

Vodafone

Hi all,

bigsmokejez - So I can take a closer look at your dad's account, please email me with his 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.

Alloneword - I've found your email dated 15 December and I'll get back to you as soon as possible.

Kind regards,

Lee

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Vodafone UK

vaselinequeen

Hi, I am very sorry if I should not post on this thread but I have jumped on it as I can see a Vodafone Company Representative replied yesterday, and I am quite simply at the end of my tether.

I transferred to Vodafone from T-mobile on the 13th November, and provided my PAC code to you on the 17th November, with the transfer done on the 18th November. However, a number of friends, family and colleagues are transferred to my T-mobile voicemail when they contact me on my transferred number - this is still happening more than a month later after an inordinate amount of calls to yourself and (to a much lesser extent) T-mobile.

T-mobile (I contacted them of my own volition after getting desperate - no one from Vodafone asked me to contact them or inferred the issue was with T-mobile) have confirmed that from their side the number transfer is locked and there is nothing that they can do - however they have given me £30 compensation and one of their excellent representatives Danielle provided a personal email address so I can keep them notified of progress and if there is anything they can do to help which is more help than I have received from everyone put together at Vodafone.

On top of all this, I cannot access my online account, my partner has not received an email to allow him to apply a 20% employee discount to the line rental, we went into a Vodafone store within the 30 days to apply the discount, only to receive an email a few days later to say that I had not taken a package out within 30 days (we went into the store on the 13th December, which is 30 days exactly - and had to do that even though we completed the form online on the 16th November, which we received absolutely no response to) and I did not receive the 3 month Now TV Sky Movies package - that is advertised all over TV but none of your representatives seem to be aware of. Also for the first week I had no mobile data, and have been told numerous times that due to all of these issues I would receive compensation and my bill would be wiped as obviously I am not receiving my service - not only was I charged my line rental, but £20 on top of it. Furthermore, within the 14 day cooling off period, I asked to return my phone - and of course, have received no return pack.

I suggest that you listen to just a handful of the calls I have made to yourself as the 'advice' I have received is conflicting, false, unhelpful, and at times very rude and overall, I have been incredibly fobbed off. Furthermore, I sent an email similar to this to you online over your complaints site and someone did call me back two weeks ago, promised she would look into this...and of course no call back. I tried a further three times to raise a complaint on your site to receive emails back to say 'Vodafone endeavours to provide the highest possible level of service to all of our customers. I apologise for all the inconvenience caused as this is absolutely not the way Vodafone believes in serving its customers. We would like to address your query, but unfortunately are unable to clear the required privacy/security checks to respond' and to contact live chat help WHICH DOES NOT WORK.

I have absolutely no idea how Vodafone is still in business with this unbelievable labyrinthian approach that seems to intentionally place the customer in a position where they are unable to resolve simple problems. I am now in a position where I do not know what to do as absolutely no one has taken accountability or responsibility for looking into my numerous issues, and when I requested a return of my phone no one I spoke to really tried to resolve my queries fully. Let me make it clear that I do not wish to leave Vodafone particularly as the deal on paper (so long as the entertainment pack is included and line rental discount applied) is the best I have found but I feel absolutely trapped due to your awful service. Also, I do not particularly wish to move back to T mobile or another provider as I have absolutely no way of knowing if the issue regarding my number transferring to the T-mobile voicemail will be resolved. Not to mention the fact that this error has put me in an awful position the last 5 weeks as I have missed important personal and work-related calls.

I would like compensation for the inconvenience that you have caused me as well as all of my issues above to be resolved. I would also like a SAR (Subject Access Report - which I did request this week but your rep did not know what it was -_-) as I plan to take this to Ofcom and would like a recording of all of my calls as they have to be listened to back-to-back to be believed!