Vodafone complaints

Macca070

Over the past year I've been over charged on nearly every bill. After 23 emails countless calls I wastold it was because they didn't add eurotravellor like I requested..they said they would open "another" case.
Nobody again from Vodafone has ever replied to me so I phoned again today and I was put through to a women in Africa who was at least ️️️️honest and said she would open another case but these just get lost in the system?? I've been robbed in my eyes as there's beem no offer of a refund, what do I do??

ascaley

I'm having a dreadful experience currently. I've always received a 20% discount on my bill thanks to my employer, I upgraded in May last year over the phone and was told it would just carry on when I upgraded. It didn't, and in November, Vodafone (quite efficiently to be fair) apologised, back credited the bonus, and said it was sorted. It wasn't - my next bill was again without discount, and since then, despite 6 weeks of trying to get a sensible response from CS (phone and email, promised call-backs, promised refunds), I cannot get it sorted. Last week, I received text from customer services following a phone call confirming discount was removed in error, and would be re-applied and backdated (again). Today - received email from CS (it's taking them a week to respond each time) saying I am not eligible for the bonus as I didn't apply for it within 30 days of upgrade!! Astonishingly poor, between my personal and business phone, I must spend in excess of £2k per year as I travel a lot with work. I just want a fair bill! I can honestly say it's the worst CS experience I've had.

If anyone would like to look at the email, the subject is WRT165 [#9172184] - I would really appreciate it.

Vodafone

Hi all,

frothey - Thanks for your time yesterday.

As promised, I'll come back to you with an update as soon as I can.

DragonQ - I'll chase up your unlocking code again.

Once I have further news, I'll let you know.

vix100 - I replied to your email earlier this week.

Macca070 - If you still need help with your account, email me via the contact details provided in post 2949 above.

ascaley - I've found your email and I'll get back to you as quickly as I can.

Kind regards,

Lee

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Vodafone UK

DragonQ

Vodafone_company_representative wrote: »

DragonQ - I'll chase up your unlocking code again.

Kind regards,

Lee

Social Media Comms

Vodafone UK

A manager told me via chat yesterday that my request was rejected since my IMEI was not linked to my phone number. They said the reason was that I hadn't made a call using my phone, which is untrue:



Why was I never told that my request was rejected? Were Vodafone just going to let me wait for 10 working days and then find out nothing had happened? Unbelievable. Supposedly my request has been resubmitted and prioritised but I don't believe anything I'm told by your company's representatives at this point.

ArthurMoose

VF email reference: WRT135 - MSE [#9332579]

As with many other people (judging by this thread) I am having issues with Vodafone Customer Services. Had enough now. They seem to have forgotten the idiom that "the customer is always right", or maybe they never knew it in the first place.
Here are some details....In October I upgraded my contract and my daughter's contract over the phone. I was promised a certain deal for both phones, but when I came to check the first bill it was clear that the amount I was being charged was higher than what I was promised. Also, when the relevant handset cost appeared on the bill, that was also too high (by £19). I worked out that over the 2 years of the contract it will be costing me in the region of £100 too much.
I immediately called 191, and in that first call and subsequent calls I have been repeatedly told that it would be sorted out.
In today's call, however, I was told that they cannot honour the original contract price that I was promised. I explained that they couldn't do that, that there are laws against agreeing one price then charging another. The CS representative even agreed with me, but said there was nothing they could do about it. He said he would pass it to another manager, but I expect I will be told the same thing.
I've been a VF customer for well over 10 years. The first mobile I had was on VF, and I have only ever been with VF. The number I have now is even the same one I had all those years ago.
How can they treat a loyal customer in this way? Absolutely shocking.
I would appreciate some help in resolving this matter. Thanks.

pernes

I can see by the Vodafone e forum, Twitter and this forum that I am not alone in having problems with my mobile provider. I hope that the Vodafone representative will reply and sort my problem out, so here goes!

A few weeks in to my contract I had problems with the phone, replacement was sent to me and the faulty one returned. Then I had issues with the replacement, I went into my local store who said all they could do was give me a loan phone whilst the replacement was returned and repaired. Just over a week later I get the phone back, 4 weeks later I have the same and even more problems with the phone. Last Saturday I returned to the store they emailed askhqesscalations and assured me that they would have quick response, as I do not want a replacement but a new phone. Heard nothing called into the store on Wednesday no reply store resent email. Called into store today still no reply! Store manager rings Dealers support, finally they answer and tell him to ring the Helpdesk, he informs me that there is about an 11 1/2 minutes wait before they can answer.
Then phones 191 using my phone, get through go through the the saga again, the manager is told that the phone will have to be sent back and another replacement will be sent, he is asked to pass the phone back to me to discuss and agree to this solution, phone passed to me, now cut off!! The customer service just gets better, no phone call back from whoever was speaking to the manager, now surely that's just common sense to ring the customer back?

During our discussions the manager said he would email his Regional Manager, it is at this stage that I ask to be given the Regional Managers contact details, the manager rings him and disappears out the back to have his conversation. He returns to tell me that Vodafones policy is that the phone must be returned and repaired, yet 10 minutes before 191 is telling him that the phone is to be returned and a replacement will be sent.

Been in the store for an hour and left with no resolve, whilst sitting in the store could hear other customers discussing their problems which is no comfort to me that I am not alone! The icing on the cake receive text asking me for feedback on the customer service received, well there is no polite option available for a reply!

I need the phone as I am on emergency call outs so can't be without a phone. I do hope that I will hear from you soon to discuss and resolve.

missagilly

Hi all,


really hoping that someone on here can help me....


After a battery issue with my iPhone 5s it has been sent back to Vodafone 3 times, the battery doesn't last my working day (9 hours!!) and is far from 'mobile' as I have to carry a charger with me everywhere I go. Despite the fact that I was told I'm entitled to a new handset after mine being sent away 3 times and no resolve found when I tried to discuss this with someone on the phone at Vodafone they said simply that I would need to send my phone away (for a 4th time!) which is now what I'm going through the process of doing.


When I asked about options of getting out of the contract or even upgrading early they told me I'd be charged between £300-£500 which I obviously don't want to spend and feel like I shouldn't have to.

I'm in a contract which doesn't end until December 2015 but am getting no resolve and surely there are 2 sides to a contract and I keep my side up by paying my monthly bill??

I really need some sort of guidance as to what I can do here as they aren't listening despite countless calls, and 3 ignored letters and I don't want to default the direct debit as it will mess with my credit score.


What my options are as I can't afford to pay up to £500 to cancel, and I'm not paying £300 to continue this shocking service for another 24 months.


If there is anyone out there who can point me in the right direction I would be extremely grateful.


Thanks in advance.


Amelia

frothey

Hi Lee - Just so as you are aware before calling me, went to Apple and there is definitely no fault with the phone, and the sim won't work in another iphone. Tried another sim swap which hasn't worked, problem must be at network end.

ConsumerGuy0016

frothey wrote: »

Hi Lee - Just so as you are aware before calling me, went to Apple and there is definitely no fault with the phone, and the sim won't work in another iphone. Tried another sim swap which hasn't worked, problem must be at network end.

Hahaha I love how Voda have given you the classic "the problem is with the phone, go speak with the manufacturer" line. You'd save a lot of time if you just issue them a Letter Before Action, stating your issues and how you wish for them to be resolved, instead of running around like a headless chicken speaking to Apple.

funkys_sister

Hi
I am in need of help I am going to try to get help form this then I am taking this as high as I can, as I am not getting anywhere and I have been at this since December.
It all start this back in September 2014 I wanted to disconnect and I got advised that my contract finished in December so I was fine about this.
Than in October I got a bill for £29.00 when I normally paid £25.00 I rang vodafone and was told my discount had run out and in order to renew the discount I could go and upgrade and told them I did not want to upgrade I wanted to disconnect I was told I could disconnect in December I asked way my discount did not run along side my full contract and the advisor could not answer this question so I ask to speak to a manager I was told by a manager that the discount did not run for my full 24 month contract and I could upgrade to get it back I was very very unhappy about this and I expressed this to the manager who then said if I paid that £29.00 in October I had no more money to pay end of contract everything done.
He sent me a email saying this in which I still have.
Then in December 2014 I get a paper bill for £20.26 I rang up and asked about the bill only to be told its my last contract bill I explained the email and asked to speak to a manager I was told one would ring me back a week later I get another bill that had gone up to £27.95 and still no manager call still waiting so I called up only to be told I had to pay it the email is wrong!!! I was upset and could not believe I have been lied to by on of your customers service staff and that they are allowed to send out emails that are wrong I find this very very poor anyway after loads and loads of phone calls to vodafone I am still being ask to pay this bill but in my eyes that email states I do not owe that money.The end of December I was told a manager would call me and after days of waiting I got a email from a debt collection company DRS Saying I owe them the money I sent them the email I received and a email all about it and never heard anything for about 3 weeks then 2 days ago the
DRS customer services have rang me for the money again saying vodafone will not except that email that one of the Managers sent me
Please please can you help me I do not see why I have that last bill to pay when it says in black and white in a email that I have no more money to pay after the Octobers £29.00