Vodafone complaints

atro1

mobilejunkie wrote: »

Both of you need to realise that contracts don't just "come to an end" or expire. Unless you give 30 days' notice to terminate OR ask for a PAC and use it the contract will carry on.

Please explain the point of such a trite comment!

atro1

Vodafone_company_representative wrote: »

Hi atro1,

If you'd like me to take a closer look at things, 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

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Vodafone UK

Have done.
As stated enjoy yourself. Hope you do not get embarrassed by some of your colleagues solutions and comments.
Re: WRT135-MSE [#9133660]

unhappyvodacust

I am writing to you to complain about the lack of customer service I have received over the last few months.
To give some back ground - I was on my EX partners business account with mobile number. He never paid the bill so I was constantly cut off due to his non payment. I knew I was able to come off his contract in November.
I also had a basic contract for another mobile number - which I did not use - but was paying for.
After several calls to the 191 help team I was advised that it would be 'no problem at all' to transfer my number that I have had for 7 yrs onto the spare account I pay for in my own name, therefore taking over the existing personal contract.

*I was told it will initially go to pay as you go in the interim of being transferred to contract and that I would receive a pay as you go sim – THIS NEVER TURNED UP.
*I couldn't contact customer service about this, as the business team would no longer talk to me – I was effectively in limbo as I was un-contactable (I missed important text and calls as a result) and not showing on either business or personal system
*at this stage I went into local shop and was told it is due to a new computer system
*Finally (some days later) got my number up and running and increased the existing data plan to £26.5 and was told that as a good will gesture I will also receive 3 months unlimited data usage
*got home had no internet usage at all and this continued for 1 week!!! I contacted customer service and was promised SEVERAL times it was sorted and someone from the tech team will contact me. I never heard of anyone.

* was advised that when I brought my number over to take over personal acct that it will run for the existing time of this contract so until feb 2016. APPARENTLY this is not the case as I was shockingly told my contract currently expires in NOV 2016 on my call of 13/01/15. I HAVE NOT signed to extend my contract if I was told this I would not have gone ahead with this as I only have an old phone and require a new handset before then.
* 22nd dec Christmas £108 was taken out of my account
* distress of having to borrow money to enable me to get the Christmas meal shopping.this was refunded as i had to go into my bank and file a direct debit indemnity -so thank you to my bank for the prompt refund.
*was assured that this was a one off problem will not happen again and that it was a billing error. My price plan had not been updated to show the unlimited everything at £26.5
* 31st jan £108.14 taken AGAIN.
*realised on 1st Jan called and was ASSURED a refund of £150 will be processed immediately I have text to confirm this.
*5th jan still no refund – was told AGAIN that money will be processed – again received a text to confirm.
*12th jan – still no refund I have a payment due out on the 14th of the month which if I miss the consequences are huge. Ended up getting to speak to a team leader as I broke down due to the ongoing stress of situation. I have asked to end my contract as I can not continue with this company any longer. I was told I will get an extra £50 good will gesture and that my £150 refund is currently being processed yet its not in my bank and less than 24hrs before car payment goes out. the additional £50 will be another 5-10 days
*just looked on my account today and I am showing that I have £55 worth of calls over my allowance!!!???? HOW none of the calls listed are 0800 etc they are all regular UK numbers – this worryingly makes me think that the issues are still there!!!!

Silk

atro1 wrote: »

Please explain the point of such a trite comment!

Probably because of your's and Vodafones use of the the words "end" and "ended"

atro1 wrote: »

My contract ended 4/12! Thats why the rental went up as the discount ended.but Vodafon say my contract does not end until 24 Feb. I have been told by the local shop, cs agent and chat agent contract ended 4/12.I have been told three times by chat agents that contract ends Feb 24 and I would have to pay the extra until then??
.

As MJ explained contracts don't end unless requested and until that happens they just reach minimum term

mobilejunkie

atro1 wrote: »

Please explain the point of such a trite comment!

If I need to explain it it would obviously be too complicated for you.

atro1

mobilejunkie wrote: »

If I need to explain it it would obviously be too complicated for you.

Oh dear how sad you are.

unhappyvodacust

I have sent an email to lee - here is the ref [#9138898]

mobilejunkie

atro1 wrote: »

Oh dear how sad you are.

I feel sorry for the Vodafone rep. It's more than plain that people trying to help get attacked by the likes of you.

vaselinequeen

Follow up to post 2843.

Emailed Lee who contacted me to find out a bit more, and has been investigating. A few emails back and forth to advise he was looking into it with the porting team. On Friday and Saturday, my issue with not receiving calls from certain numbers seemed to have resolved itself, so I emailed Lee to advise, and he emailed to say he was still checking the full port had been done.

As of Sunday evening I have had absolutely no mobile service. I emailed Lee yesterday morning to advise - no response. I called Vodafone yesterday afternoon but the wait time was taking too long. No response today either, so called Vodafone just there.

Apparently I have no account with them. The only thing on record is the details from when I wad with them in 2009. They have absolutely no details about my contract, the numerous calls and contacts that have been made since I rejoined in November 2014. To say that I am distressed and infuriated is an understatement, especially when Michael who I spoke TO said everyone I spoke to would say the same thing and the only thing to do was contact T mobile (who I moved from) to get another PAC code. So still no service and now I have no idea what I have been paying money for. Do I get to keep the iPhone 6 for free?? Would seem appropriate.

I have sent Lee another email following this call and will update when I hear from him. No idea what else I can do. Will be interesting to see if I'm charged this month!! 😫

Vodafone

Hi all,

atro1 and unhappyvodacust - I've got your emails and I'll get back to you as soon as I can.

vaselinequeen - I'll get things chased up and update you as quickly as possible.

Kind regards,

Lee

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Vodafone UK