Vodafone complaints

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!

Silk

vaselinequeen wrote: »

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!

It will cost you £10 to do it and the form is here.........

http://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0CCgQFjAB&url=http%3A%2F%2Fwww.vodafone.co.uk%2Fcs%2Fgroups%2Fpublic%2Fdocuments%2Fwebcontent%2Fvftst031658.pdf&ei=0R2UVMa4GIeXarC3gjA&usg=AFQjCNHtj5fr7AEhdltKY0ftG-oInlOZBg

vaselinequeen

Thanks Silk, very helpful!☺

Alloneword

Vodafone_company_representative wrote: »

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

Kind regards,

Lee

Social Media Comms

Vodafone UK

Lee i very much hope, you get back because if you do you will indeed be a rare breed in VF, They have now banned me from eforum as i have broken house rules, however for some reason they refuse to tell me why, i have a feeling it was because i had done everything they asked and still got nowhere, apart from being £150 down, to me it's very simple you contact DPD, ask for a sig for parcel number XXX when they say they don't have one (if they do have then old bill will be involved 100%) they have lost the parcel you should send me a replacement and try to make sure it gets here for crimbo, hell i'm still offering people crimbo delivery on eBay so i'm sure VF can do that, then deal with DPD for compo for yourself, i just don't understand what can be so hard in it.
I have to say that the people on the eforum run things like they belong in some kind of police state, i mean who died and made them god, all i want is simple answers too why i got banned and saying "House rules" is a cop out you, and everyone on here knows it's a cop out, if i have done wrong at least tell me so i can not do it again.

All1

ps you have my 2 mobile numbers (o2 & 3) so reception is not a issue and you have my email as well as my landline numbers, so there can be no excuse for not contacting me and telling me what you are going to do about the stolen phone, i look forward to hearing from you

debbie22

I AM A VODAFONE CUSTOMER WITH A TWO PHONE NUMBER CONTRACT AND PAY AS YOU GO NUMBER AND I WANT TO LEAVE VODAFONE. Good, that's hopefully got the attention of the Man from Vodafone, because I am not being listened to / understood with any other method of 'communication' this company offers. Online chats and phone calls have failed to answer some simple requests.
All I want to do is (a) Find out how to get into my online account, I forgot the password and unable to reset it but it seems you have deactivated it!! (b) enquire what date my contract ends (I believe it's Feb 2015) (c) I was hoping to discuss about a new deal to stay with you but the problems I have experienced have not convinced me this is a good thing.
I'll leave it with you Vodafone, if you want to try, I'm here. Otherwise it's 'Au Revoir' 9 weeks from now.

mobilejunkie

And they are supposed to know who you are from that?? You may be "there" but it could be anywhere. Read the thread and contact them if you expect a response.

arm431888

Ok so raised a complaint with vf on the 14/11 about my upgrade and the mess they made of that and my account. With the help of this forum managed to move it along after getting no response from vf despite them promising to look into things on 9th Dec. I had what can only be described as totally useless response on 15/12 and put things back in vf's hands for a further look at things. To date I have had no response as to what's happening or what they have found.

The ref no. given was WRT165 [#8788552] and it would be nice to get some sort of resposne from vf before I take both my accounts to another provider. If this is how the treat loyal customers (12+ years) then I think I'm better off out of it.

Silk

arm431888 wrote: »

Ok so raised a complaint with vf on the 14/11 about my upgrade and the mess they made of that and my account. With the help of this forum managed to move it along after getting no response from vf despite them promising to look into things on 9th Dec. I had what can only be described as totally useless response on 15/12 and put things back in vf's hands for a further look at things. To date I have had no response as to what's happening or what they have found.

The ref no. given was WRT165 [#8788552] and it would be nice to get some sort of resposne from vf before I take both my accounts to another provider. If this is how the treat loyal customers (12+ years) then I think I'm better off out of it.

The code for this forum is WRT135...... Lee did reply to your thread that you started and ask you to contact him on the 2nd of this month but you failed to update the thread, so why not update things on there ?

olnorth

VODAPHONE - I am writing to you as a last resort before I take up my issue with OFCOM. This issue has given me a complete loss of confidence in your businesses ability to provide the service that I signed up for.

To outline my issue, last Friday morning around 9am my signal disappeared from my phone, which started to, and continues to display 'NO SERVICE'. At around 11.15am I called Vodaphone from my wifes phone and spoke to somebody who confirmed that my IMEI number had been blocked by Vodaphone. I had NOT requested this and your agent couldn't tell me why this had happened, putting it down to a 'mistake' from your company. I was assured that she had contacted the unblocking department and my phone would be working within 48 hours. This seemed a ridiculously long amount of time to put right something that wasn't my fault, but I am under no illusions that she had power to do anything to help me, and since it was a very busy day at work I took it on the chin.

Fast forward to Sunday at 11, and low and behold, nothing had been done and my phone number was still blocked. I called Vodaphone again, and spoke to 'Mona' in the technical department who assured me she would put this right ASAP. She guaranteed me that she would call be back on my landline within an hour (I would flag this call up for 'call listening' if I were you, as she didn't keep to any of her promises, but I'm sure her 'call time' statistics will look favourable...) Obviously she never called me back and I heard nothing more. I waited until later in the afternoon and called Vodaphone for a THIRD, this time speaking to a man who sounded like he very much sympathised and would make sure the issue was escalated and resolved. Again, I was assured that he would email me the progress and get my number unblocked as soon as possible. Obviously I am now writing to you because STILL nothing has been done.

I find this absolutely ludicrous and extremely emotionally distressing on both a personal and business level. On Friday afternoon my daughter was sick at her nursery, and they had phoned me and left a message to come and pick her up. Due to my phone not working I never got the message and so my daughter had to sit at nursery with sickness and diarrhoea all day until I turned up at the usual time. I wont even go into the hassle this had caused me with work, since I run a sales team of 8 people, who along with the customers haven't been able to contact me since 8am Friday. I have been a Vodaphone customer for over 10 years, recently changing from contract to Sim only. My wife and all of my team at work use Vodaphone, however I am loathed to continue using the services of a company that can randomly cut off my number for no reason, and still not have managed to re-connect it over 60 hours and 3 long phone calls later.

I want to know how you can guarantee me that this will never happen again, what steps you can take to make this right, and explain to me exactly how this happened in the first instance. This inability to even tell me how this has happened just further undermines my confidence in your organisation.

I have even had to purchase a signal booster for my house, at significant cost to myself as your reception in my home area is so poor. I am now wondering why I bothered and why I didn't move to a network like EE, who I know for a fact can unblock blocked numbers within 5 minutes of a phone call.

I look forward to hearing from you.

Silk

olnorth wrote: »

VODAPHONE - I am writing to you as a last resort before I take up my issue with OFCOM. This issue has given me a complete loss of confidence in your businesses ability to provide the service that I signed up for.

To outline my issue, last Friday morning around 9am my signal disappeared from my phone, which started to, and continues to display 'NO SERVICE'. At around 11.15am I called Vodaphone from my wifes phone and spoke to somebody who confirmed that my IMEI number had been blocked by Vodaphone. I had .

Where did you buy the phone from ?