Vodafone complaints

SallyUK

For a company that has so many complaints both on here and everywhere else, you would think it was high time that someone, somewhere stepped in and sorted all these complaints out.

I even contacted Watchdog and the Ombudsman.

Perhaps if we all inundated Watchdog with our complaints they might help us all? God knows, someone has to, as we're all trying, for months on end ( running up huge phone bills), and getting absolutely nowhere. Nothing resolved at all. Doubt it ever will be, to be honest.

Sal

thedvdmonster wrote: »

For a communications company they are beyond a joke when it comes to communications.
Call 191 get told they can't help it put me through to anyone who can help.
Click on contact is and they don't give the option to ema a complaint , you have to google that part.
Post a compliant on Facebook, get ignored.
Finally receive an email response saying go through live chat which, guess what ? Doesn't work whatsoever.
Saying please wait 2 seconds, ten minutes later no response.
Try again and get cut off.

Just a laughable company.
I am getting spam calls from companies working on behalf of Vodafone despite saying no to any marketing calls and being signed up to TPS.
Been with then for nearly 20 years and contract is up on June , they had better give me one hell of a deal to get me to stick with them.

Anybody have any direct complaints department rant won't simply cut and paste a response saying please click here, sending me right back to the very start of the procedure?

pernes

Hi any chance I can have a reply to my problem Vodafone?
See post

#2958, page 148 of this forum

cklass

The Vodafone rep can't investigate problems unless you contact him with your details. Follow the instructions under Biography: http://forums.moneysavingexpert.com/member.php?u=791417

Vodafone

Hi all,

DragonQ - I did check on the progress of your NUC request last week.

Once we have it, we'll let you know.

frothey - As soon as I have an update for you, I'll let you know.

Delyana - I'll chase things up for you.

Meezursrule - I emailed you yesterday.

So we can discuss things further, let me know when you'll be free later today.

ArthurMoose - Thanks for updating the thread to confirm that your query has been resolved.

SallyUK - I've received your last email and I'll get back to you as soon as possible.

pernes, missagilly, funkys_sister and thedvdmonster - If you still need help with 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

Social Media Comms

Vodafone UK

thedvdmonster

unbelievable

on live chat now with an "advisor" for nearly 30 minutes now.

The Company making calls from 08080996746 are called LBM -
They are a 3rd party sales company selling upgrades, promotions and sales from Vodafone / on behalf of Vodafone.

No one in the call centre is a Vodafone employee, yet Vodafone have given them full access to account details to sell on behalf of Vodafone. I'm very unhappy about this as I already had Marketing Preferences switched off and have had nothing in the way of Sales contact from Vodafone until now and I completely disagree with Vodafone handing out my details to a 3rd party company not based in a Vodafone Office and trying to sell me products/services.

the response so far have been:

I can see a request to stop all the marketing alert have already been placed on your number.

so why am i still getting calls?
how do i make an official complaint?


08080996746 is our internal sales and upgrades team. Yes, we do have complaints department and you are chatting with the complaints team only.

so now he is lying about an external company being used by vodafone yet still no explanation as to why they are spamming me with phonecalls.

edit
final chat duration was 1 hour 15 minutes of bare faced lies from them.

thedvdmonster

And after emailing the customer relations department the official response is:

Hi,
Thank you for your e-mail.
You don’t appear to have an open complaint with Customer Relations, you can visit the Help Centre on the link below to get in touch with our Customer Services Team or view our support pages:

So after going through all the official complaint channels available I get told I haven't complained at all.

Short-n-Sweet

I thought I would check in after having a 6 month battle. Being lied to, fobbed off and spoken to like rubbish! I have been promised calls from someone to explain or help and no call as ever happened unless I have rang them. They have Poor customer service and NO customer care. It is the same auto bot type response "Have you done this!" "Have you emailed us here" Blaaaaaaaaaaaaaaaaaaaa.....

After a long battle I rang again yesterday and after an hour long phone call they suggested they could give me a discount line rental or credit (I HAVE NO SIGNAL HOW DOES THIS HELP) I then asked to leave and they insisted the get out early fee is £800!!!

£800!!! They have took nearly that in the time I have spent having these problems and contacting them to sort them. I have lost work because of this, I have had to travel out in order to get signal to contact them and now they want me to pay them even more to end this ordeal.

I LAUGH! Purely because otherwise I may cry. Yesterday they re assured me someone would call at 6 as I suggested we can either pay the get out fee and seek legal action to all the losses this has caused us or we both agree to break free at no cost. But big shock... No call!!

I am hurt and feel stupid! I have been on pay as you go for my whole life until last year when my partner got me to bite the bullet thinking all the free perks and new phone would make it worth it but NO. I have learnt the hard way and will always now advise people to avoid Vodafone which is a shame as I have always been a loyal customer.

Do you think £800 is ridiculous? Surely they are breaking contract somehow by not providing a service in the slightest.

Silk

Short-n-Sweet wrote: »

£800!!! They have took nearly that in the time I have spent having these problems and contacting them to sort them. I have lost work because of this, I have had to travel out in order to get signal to contact them and now they want me to pay them even more to end this ordeal.

So I assume you do get a signal but not at home is this correct?


When did you take the contract out and when did you first report you didn't get a signal at home ?


If you were on payg beforehand was this with another network ?

jtrg

I have two lines with Vodaphone. Business and Personal.
The personal contact has been active since Dec 2013.
Since the start of that contract I've had poor to no 3g / internet and Vodaphone haven't been able to fix.
In the past 3-6 months I've also had troubles making and receiving calls.
Occasionally there are days at a time where I cant make a call.
I've been managing the situation and putting it down to 'life's woes' however truly need that phone working now.

I called Vodaphone last night to ask if I could change phone or terminate my contract. I spoke to 6 different advisers over 1 hr 30 mins.
I was cut off 3 times, ACTUALLY CUT OFF.
I have never experienced such bad customer service.

As a side note - A few days earlier I was told that to upgrade or terminate I would need to pay a fee as I'm contracted for a further 12 months.
Yet one could argue that Vodafone actually own me money. near £550 for £45pm x 12 for limited / no service.

There seems to be no path to resolution here, or no true complaints division at Vodaphone.

If anybody from Voadaphone is reading this its very straight forward, I've paid you for limited service for 12 months so want a refund. This situation was tolerable until last night, however now I wasn't compensation for the poor service also.
Its disgusting. You should not be trading in such a way.

DragonQ

4 working days since I sent requested details to director support without reply.
8 working days since I was told it'd take 7-10 working days to get my code (if I don't get it by Friday I'm gonna go mental).
7 weeks since my first NUC request.

Time flies.