Vodafone complaints

Lioness_Twinkletoes

Looks like I am joining the Vodafone party. Briefly:

I have a DD set up with Vodafone from my Santander 123 account (great account, as they pay me to pay my bills through them). Been active for about a year - no problems. Prior to this, payments were taken from my Halifax account.

Tuesday 10 Feb - Received a letter confirming my DD had been successfully set up on my Halifax account. I check and indeed my DD on my Santander account has been deleted and the DD set up on the Halifax account.

I call Vodafone and speak to an advisor. She informs me my husband phoned and changed the DD on Wed 4th Feb. I advise that this was not the case - and anyway, my account is my (female) name so why would Vodafone allow this? She backtracks and says that it wasn't necessarily my husband but there was a call.

I speak to a manager, who promises she will listen to the call and see if the person who made that call passes security. If they do, then it will be passed to the fraud department. I am promised a call back no later than 5pm on Thursday 12th.

12th @ 3pm - no call so I call them. Am assured a call back will be forthcoming.

12th - 6.30pm. I call again. Still no manager available. I am then told (you'll like this) that the staff in the 'back office' decided that as the DD was taken from the Halifax more than the Santander account to change it. No instruction from me, no phone call. I am utterly, utterly baffled by this. The DD has run faultlessly since it was set up a year ago. To make matters worse, a payment is due on 17th and I'll have to pay it manually - and what's the betting I am charged as it isn't a DD payment?

I am, obviously, lodging a formal complaint but I just want some honest answers from Vodafone - even if they simply tell me someone made a mistake. It happens, I get that. But to be lied to again and again is so frustrating - no, infuriating!

Rant over.

mobilejunkie

You do make me laugh.

What a well-trodden path you take.

1) Fob-off - manager will call you back (NEVER).

2) Make a formal complaint - good luck with that one too!

Actually, apart from the Web Relations Team on here (you have to contact them directly as advised endlessly on this and numerous other threads) are just about the ONLY people in Vodafone who give a damn about their customers.

Unless you contact them, Vodafone will lead you a merry dance for months with ever increasing problems (caused by them).

Lioness_Twinkletoes

mobilejunkie wrote: »

You do make me laugh.

What a well-trodden path you take.

1) Fob-off - manager will call you back (NEVER).

2) Make a formal complaint - good luck with that one too!

Actually, apart from the Web Relations Team on here (you have to contact them directly as advised endlessly on this and numerous other threads) are just about the ONLY people in Vodafone who give a damn about their customers.

Unless you contact them, Vodafone will lead you a merry dance for months with ever increasing problems (caused by them).

Glad I amuse you . I'll take my chances with the formal complaint Not interested in any Vodafone rep dealing with my complaint.

mikeyscotland

Hi. I've signed up here in desperation really as I've spent the last few months getting nowhere at all. I was unhappy with an incident which took place causing me to run up a very large bill on a 4G modem. I had a number of concerns about what happened and how it happened, whilst the actual bill itself was more of a secondary issue.

I've tried the online chats with the offshored team where I get stock responses no matter what I ask.

I've tried the Vodafone forum which generated me an email link via a webform... Unfortunately I then got the same stock responses back. Which sometimes saw them taking a week or more to reply to an email.

I then followed their complaints procedure and wrote a detailed letter with the history in it plus a number of questions/concerns which I really needed addressed.

I've lost track of the amount of time wasted on the online chat system and their phone support teams - I can't seem to get hold of someone with actual knowledge and authority who can understand my concerns and address them.

About a week letter I received a letter in the post from the complaints team which didn't actually address any of my points of the letter. They basically just rehashed the same stock response to my first query about the issue that the online team did back in November.

Is there any way at all to get in contact with someone in customer relations, ideally in the UK, who can read a letter of complaint, understand it and actually reply to it without just sending a stock response?

Thanks!

d123

mikeyscotland wrote: »

Hi. I've signed up here in desperation really as I've spent the last few months getting nowhere at all. I was unhappy with an incident which took place causing me to run up a very large bill on a 4G modem. I had a number of concerns about what happened and how it happened, whilst the actual bill itself was more of a secondary issue.

I've tried the online chats with the offshored team where I get stock responses no matter what I ask.

I've tried the Vodafone forum which generated me an email link via a webform... Unfortunately I then got the same stock responses back. Which sometimes saw them taking a week or more to reply to an email.

I then followed their complaints procedure and wrote a detailed letter with the history in it plus a number of questions/concerns which I really needed addressed.

I've lost track of the amount of time wasted on the online chat system and their phone support teams - I can't seem to get hold of someone with actual knowledge and authority who can understand my concerns and address them.

About a week letter I received a letter in the post from the complaints team which didn't actually address any of my points of the letter. They basically just rehashed the same stock response to my first query about the issue that the online team did back in November.

Is there any way at all to get in contact with someone in customer relations, ideally in the UK, who can read a letter of complaint, understand it and actually reply to it without just sending a stock response?

Thanks!

I have some details for the executive complaints team, as the Vodafone reps go complaining to MSE if any details are actually posted here (which results in censorship of the post by an edit or deletion) I will send them to you privately.

mobilejunkie

Lioness_Twinkletoes wrote: »

Glad I amuse you . I'll take my chances with the formal complaint Not interested in any Vodafone rep dealing with my complaint.

Then I guess you'll learn the hard way, as Mikeyscotland and a legion of others have.

Lioness_Twinkletoes

mobilejunkie wrote: »

Then I guess you'll learn the hard way, as Mikeyscotland and a legion of others have.

If that happens, I'll come back and and I am sure you'll be glad to help

mikeyscotland

d123 wrote: »

I have some details for the executive complaints team, as the Vodafone reps go complaining to MSE if any details are actually posted here (which results in censorship of the post by an edit or deletion) I will send them to you privately.

Thanks very much, really appreciate that.

thedvdmonster

I found a complaints for for the CEO of Vodafone.
They said they would call to deal but unfortunately I missed the call, received another call today, answered only to find once again it was the same bleeding sales company-UNBELIEVABLE.

campaigns.vodafone.co.uk/jeroenhoencamp/

Forum won't let me post direct link.

Hairymonster

Just seen this thread after an exasperating month of dealing with- or trying to deal with Vodafone customer service complaints!

Does anyone have a postal address for their customer service department? Or even better a postal address for their director of customer relations?

I have several complaints to make to them and have been told on numerous occasions I would receive a call back from a manager- this have bever happened- my 1st call now being over a month.

Every subsequent call I have made I have been told they will not give me the address as it must go to the next stage in the complaints chain (IE manager calling me which does not happen) I fully intend to take this to the ombudsman but would also like to put in writing to vodafone.

I have saved chat transcripts which should help my cause in complaining about them.