Vodafone complaints

DragonQ

Vodafone_company_representative wrote: »

Hi everyone,

DragonQ – The charge is applicable if you’re a Pay as you go customer, or if you’re a Pay monthly customer who’s had the phone less than 12 months,
Thanks,

Jenny
Vodafone UK

Which is ludicrous. PAYG isn't a contract, what right do you have to charge £20 for me to use a phone that I *own* with whatever provider I wish?

Silk

DragonQ wrote: »

Which is ludicrous. PAYG isn't a contract, what right do you have to charge £20 for me to use a phone that I *own* with whatever provider I wish?

It depends on if the phone was bought at a subsidised cost in exchange for agreeing to use it on the Vodafone network.
Locked phones are bought cheaper than buying unlocked.

DragonQ

That's a pretty general statement, phone prices vary all the time due to offers by different sellers.

mobilejunkie

It's true though. If you don't like it don't buy a locked phone (same applies to whoever did buy it).

abhi.norwood

An absolute appalling customer service from a Telecom giant who should be setting examples but unfortunately give no heed to its customer loyalty & their sentiments.

I called up on 4th Dec for the first time in over 2 years to check my internet usage (which had gone up) as a fully aware customer I called-in to check & not to exceed my data allowance to which customer care girl fully assured me that I am well under my usage, ignore the texts you have been getting but all this while vodafone was sending automated texts of my out of plan costs that I was told to ignore !

To my utter shock on 19th December I get an email that my usual bill of around £15 per month have rose to £202 !!!!

To my disbelief I called up on 19th Dec & spoke to lady called Besi to who I point blankly refused to pay this bill or wanted to put this payment on hold until Vodafone fully investigate the call & the agent who assured me of my data allowance.

On the contrary she was persistent to pay as I will loose my credit scores & it will hamper investigation of the call she wanted me to fully settle the account & then only she is willing to open the case. After being on the call for 1 Hour & 20 minutes she agreed to check with a manager to give me a waiver on the bill & investigate the call made on 4th Dec (which will take 5-7 days) but she will need 48 Hours for her & her manager to give me a call back - Call Ref No IN01339027631

After gaining some confidence I also agreed to pay & did not stop DD to go through I am still waiting for a respected & well deserved busy managers for a call back !

After fulfilling my promise of payment I again called-in on 29th Dec to check the outcome of the investigation. New agent called George simply refused & said have no rights or means for me to connect to Besi or any of her managers.

When I asked about the status of the call back & the investigation of the call recordings - AS PER HIM THERE WAS NEITHER AN ATTEMPT MADE FOR A CALL BACK NOR ANY INVESTIGATION IS TAKING PLACE.

After again spending 1 Hour & 40 Minutes with George (Call Ref No IN01342683377) reason of a no call back was "Its Christmas" time for us - Great

Reason of not investigating - Unknown

Only thing & best thing he can do is to email his manager for another failed call back & email another department to check (if a customer deemed mentally fit or right) only then they would like to investigate it further contradicting his own colleagues who is still finding a minute for a call back.

But by now 1 week of waiting time was suddenly 1 month, upon asking the customer services email he (personally) not aware if they have one (Diplomatically Dead Right) because next time I call I wont find him or Besi & have to again spend another 2 hours.

Copy of this email is also sent to Jeroen Hoencamp.

I have zero hope if any one can truly help here or care for the existing customers.

BUT PLEASE KEEP YOUR STORY STRAIGHT & LET YOUR CUSTOMER CARE STAFF GET SOME TRAINING ON RESOLUTION RATHER THEN TRAINING THEM ON MONEY GRABING PRACTICES & SHOVING PROBLEMS UNDER THE CARPET.

abhi.norwood

An absolute appalling customer service from a Telecom giant who should be setting examples but unfortunately give no heed to its customer loyalty & their sentiments.

I called up on 4th Dec for the first time in over 2 years to check my internet usage (which had gone up) as a fully aware customer I called-in to check & not to exceed my data allowance to which customer care girl fully assured me that I am well under my usage, ignore the texts you have been getting but all this while vodafone was sending automated texts of my out of plan costs that I was told to ignore !

To my utter shock on 19th December I get an email that my usual bill of around £15 per month have rose to £202 !!!!

To my disbelief I called up on 19th Dec & spoke to lady called Besi to who I point blankly refused to pay this bill or wanted to put this payment on hold until Vodafone fully investigate the call & the agent who assured me of my data allowance.

On the contrary she was persistent to pay as I will loose my credit scores & it will hamper investigation of the call she wanted me to fully settle the account & then only she is willing to open the case. After being on the call for 1 Hour & 20 minutes she agreed to check with a manager to give me a waiver on the bill & investigate the call made on 4th Dec (which will take 5-7 days) but she will need 48 Hours for her & her manager to give me a call back - Call Ref No IN01339027631

After gaining some confidence I also agreed to pay & did not stop DD to go through I am still waiting for a respected & well deserved busy managers for a call back !

After fulfilling my promise of payment I again called-in on 29th Dec to check the outcome of the investigation. New agent called George simply refused & said have no rights or means for me to connect to Besi or any of her managers.

When I asked about the status of the call back & the investigation of the call recordings - AS PER HIM THERE WAS NEITHER AN ATTEMPT MADE FOR A CALL BACK NOR ANY INVESTIGATION IS TAKING PLACE.

After again spending 1 Hour & 40 Minutes with George (Call Ref No IN01342683377) reason of a no call back was "Its Christmas" time for us - Great

Reason of not investigating - Unknown

Only thing & best thing he can do is to email his manager for another failed call back & email another department to check (if a customer deemed mentally fit or right) only then they would like to investigate it further contradicting his own colleagues who is still finding a minute for a call back.

But by now 1 week of waiting time was suddenly 1 month, upon asking the customer services email he (personally) not aware if they have one (Diplomatically Dead Right) because next time I call I wont find him or Besi & have to again spend another 2 hours.

Copy of this email is also sent to Jeroen Hoencamp.

I have zero hope if any one can truly help here or care for the existing customers.

BUT PLEASE KEEP YOUR STORY STRAIGHT & LET YOUR CUSTOMER CARE STAFF GET SOME TRAINING ON RESOLUTION RATHER THEN TRAINING THEM ON MONEY GRABING PRACTICES & SHOVING PROBLEMS UNDER THE CARPET.

mobilejunkie

Once was not enough? Entertaining though - ARE there still people out there who actually believe a manager will call them back????

:rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

Leon_W

I hope there aren't mobilejunkie because I can categorically state, that despite numerous messages from Lee that the Directors Office would call me, they haven't.

Shin_24

This is my first ever post..does anyone have any advise??


I have copied the email I have sent to Vodafone..sorry it's a long one!!!!

I don't really know where to start is explaining the situation that I now find myself in with your company and the sheer exasperation I feel.

I ordered and iPhone 6 from yourselves early in November 2014, the phone arrived and I requested that my number was changed with a PAC code. It's took several phone calls and emails and filling out forms, something which I thought would be a simple task. Once the number changed I was without Internet capabilities on my phone. I telephoned and was given no date as to when this would be resolved. After a week with no internet and no help from your customer services I brought my phone into a store and was advised there was nothing they could do.

I then telephoned your returns advising that as I was not receiving the service I was paying for I wished to return the phone. I had to make 3 phone calls in which to do this as I was told on different nights that different departments were closed and then later told this was not true.

I was then advised (6th Dec) that I could return my phone and a courier would call and collect my phone any time between 8-6 on the 10th Dec.

I telephoned on the Tuesday evening to ensure the courier was coming on the Wednesday and was advised if this was the arrangement that was made, then the courier would arrive. I asked for email confirmation (this never came!)

I waited in my office all day, with no lunch break, and no courier arrived. I then telephoned you customer services again, after 45mins on hold and then a further 15 mins on the phone your agent advised me to return the phone to the Belfast Store.

I called to the Belfast Store (Vic Sq) and was advised they could not take the phone. After approx 30mins of discussions they took the phone back as it was marked on the account. I was advised that I could not be refunded there and then but they would return the phone to the warehouse the next day and then I would've refunded. They could not organise the refund as a department was closed, I was advised that this would be carried out first thing in the morning.

On the Thursday lunch time I called to the store to ensure the phone was returned and I was advised by the store manager this was not done as he had a box count to do. His attitude was disgusting. At one point he shrugged his shoulders at me and advised me to take it up with his subordinate- this is hardly the image you want to portray to a frankly severely disappointed customer in the middle of a shop on the run up to Christmas.

I later telephoned the shop and was advised by the subordinate ( I believe his name was Conor) that the phone was packaged and prepared for return it would go that day and should be returned to the warehouse on Friday and if not the Saturday morning.

I telephone your customers services on the Saturday and was advised the warehouse was closed and this could not be checked.
I phoned on Monday and was told the system was down and this could not be checked!
I phoned on Tuesday and was advised that the warehouse was closed and this could not be checke, but the agent would email the next day...no email ever came!
I phoned on Wednesday and was advised this could not be checked, but I would get a phoned call the next day..:shockingly no phone call!! Can you sense a pattern emerging!
I telephoned again I believe it was the Thursday and was advised by the helpful (I believed agent) named Laken that the phone had been received and she was putting the forms through for the refund. This refund would take 3-10 days.

I calculated that the refund would go through on the 24th Dec, however given the Christmas period I gave your company the benefit of the doubt and did not check up on this until yesterday (29th Dec).

I called into your Newtownabbey store and was advised that as I had moved my new number to a different carrier, that my account was closed and they could not check this and I would need to telephone customer services.

I spent 30mins in the shop on hold, I eventually spoke to a lady named Nomsa, who advised that the refund had not been processed as per Laken's advise and the contract was still live, how er she had now cancelled it and put through the refund forms.

I really do not know where to start with the shambles that is your customer services department. I have spoken to more than 6 people and not one has been honest with me! They have all misinformed me and outright lied to me. I am still waiting for a refund, when your company had the goods returned to you almost a month ago..this is shambolic, but it is the lies and misguidance that I have received from your agents that really take the biscuit.

ruth_danielle

Hmmmm, wish I'd read a few of the posts on here before taking out a new contract with vodafone! Copying my email of complaint below in case it gives anybody in similar circumstances pause for thought...

Hi,

I am very disappointed and angry about the customer service I have received from vodafone. I was previously a T-mobile customer. I was with them for 5 years but recently decided to go with a new provider because of their poor customer service.

I purchased an iphone 6 on a new pay monthly contract at your sunderland store on December 22nd. I gave my pac code and was told that my number should port over between 4pm and 8pm the next day.

This did not happen. I left it another day and kept turning both phones off and on. Still the new service did not connect. I was unable to do anything over the next few days due to christmas but on Saturday 27th I called into your Newcastle store to try to find out what was happening. I was told that they could not help me as I did not have any paperwork with me at that time.

On Monday 29th I rang the Sunderland store and left a message asking if somebody could call me back. I waited a little while and heard nothing so I rang vodafone customer services. After navigating the menus I eventually was able to speak to somebody who investigated the matter and told me there had been an error which was now being escalated and that it should be resolved very soon and also that I would be informed as soon as anything happened.

Later that evening i received a voicemail from an employee at the Sunderland store who told me that they had been investigating the issue also and as far as they could tell it should be sorted now.

I spent another day turning phones off and on with no resolution. Today I rang the sunderland store again and left another message. I have not heard anything back. After waiting a few hours and feeling increasingly annoyed with vodafone I rang customer services again. I informed the person who answered that I wished to make a complaint (at this stage due to the lack of communication and unacceptable waiting time - little did i know my experience of your customer service was about to get an awful lot worse). I was told twice by the person who answered that in order to make a complaint I need to go via the website. And I explained - twice - that I had already been online and the website was very clear that to make a complaint I needed to call 03333040191. The conversation was very difficult, in part I understand because I have not been given a temporary vodafone number and my current number is still with T-mobile. I was told that the advisor could not help me, however when i offered the fact that i had a vodafone account number she was able to find some details. After again stating I wished to make a complaint I was eventually put through to somebody else but instead of making a complaint I was updated on the pac code issue - i.e. they told me that they would chase it up with the team. When i explained that at this point i was more interested in making a complaint this second advisor informed me that he could not take a complaint and would put me through to somebody else who could.

I was then put through to another person who told me they were in fact in billing so he could not help me. He offered to give me an address I could write to but having been on the phone for more than 20 minutes at this stage i did not think this was satisfactory. After explaining the situation again I was put through to somebody else. This person told me they would take me through security questions before passing me to a team manager. Again this process was problematic due to me not having a vodafone registered number. I explained i had an vodafone account number and eventually this was accepted. I waited a considerable length of time and eventually, with no indication of when my call would be answered i decided to hang up. At this point i had been on the phone for over 45 minutes. No doubt this will have cost a significant amount given the fact that the number is still on the t-mobile network. After searching online again I eventually found this form.

I am furious about this. I wish to return the phone, cancel the contract and find an alternative provider.