Vodafone complaints

d123

Hairymonster wrote: »

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.

I don't have a postal address but do have a direct phone number or email address for their Exec complaints team, if they are of any use?

Hairymonster

d123 wrote: »

I don't have a postal address but do have a direct phone number or email address for their Exec complaints team, if they are of any use?

Hi yes the email address would be of great help thanks if you can send

d123

Hairymonster wrote: »

Hi yes the email address would be of great help thanks if you can send

You should have them now, I haven't posted them here due to the Vodafone Rep going crying to MSE if they are posted in a thread.

Leon_W

How about this link for complaints ? http://campaigns.vodafone.co.uk/complaints/


I haven't tried it but according to the page ..... " We're passionate about good customer service at Vodafone, and we listen carefully to our customers. So if you have a complaint, we'd like to hear about it. Please fill out the form below so we can start helping you.


Your complaint will be sent to the office of Mark Bond, Customer Operations Director - where a team of dedicated customer relations specialists will look after it at every step of the process until it's resolved. "


It's all total bullsh1t of course. "Mark Bond" will fob you off just like the rest of them no doubt. I've never dealt with a worse company than Vodafone.

Short-n-Sweet

Silk wrote: »

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 ?

If I travel I can pick up some kind of signal - Enough to take a call which is impossible at home. It has been an on going problem but last year apparently they had some problem with the local mast due to bad weather but they said it had been fixed, I had the usual its your handset rubbish.. then they said a technician had been out (the same day I messaged them) funnily enough but the next day they stated there was a new problem.

One says one thing another something totally different. I was on Pay as You Go with Vodafone (I liked the unlimited texts) but my partner decided to take out a contract for us, I have no idea why and regret this deeply. :rotfl::rotfl: Maybe he thought I needed a newer phone or something as I can be set in my ways and was happy with Pay as you Go and an Old iPhone.

The contract is a year old - I hoped it was almost up but then I checked and its not until next March! :eek: I live not far from Newbury which happens to have the Vodafone HQ!! I have to literally be in Newbury in order to get any signal. Also If I have an advisor try to sell me a bloody sure signal box again I will scream!!

Vodafone

Hi all,

Short-n-Sweet, jtrg and Hairymonster - 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.

DragonQ - I'll check your account again today.

Kind regards,

Lee

Social Media Comms

Vodafone UK

jtrg

Vodafone_company_representative wrote: »

Hi all,

Short-n-Sweet, jtrg and Hairymonster - If you still need help with things, email me with your details via the link in our profile:
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.

Kind regards,

Lee

Social Media Comms

Vodafone UK

My ref: #9513235

Will await news. Thanks.

Cryztal

Hi to the Vodaphone Rep,can you help please?

My husband has just received his monthly bill which was £41 instead of the £15 he has been paying monthly for the last four years.

On checking the bill it seems there have been almost 350 minutes of WAP calls since the beginning if January. OH hasnt got a clue what this is, he simply uses the phone for normal phone calls and the odd text. He has never accessed the internet on the phone and doesnt have apps.

He has been on the live web chat to Vodaphone for the last 30 minutes and is getting nowhere, can you help please, many thanks

cherry230

AVOID cost me a fortune still haveing problems with them takeing direct debits out when ever they like they have cut me off 6 times for no reason when the bill was paid 3 weeks ago signal keeps going staff are donkey trainers cant work a computer at all sent 30 letters in recorded delivery not one reply 100 phone calls 0:mad:

kywalsh

Following a conversation with (yet another) customer services advisor today, I've sent a copy of the following letter to the Vodafone CEO, hopefully he will fix the issue. Hard to believe a contract I closed over 2 years ago could affect my ability to buy a house!

I am writing to you with regards to an account I closed in December 2012, as I have since learnt a previous balance error has severely affected my credit rating.

During my contract with Vodafone in 2011/2012 there were several occasions where there were discrepancies with my bills, whereby I was told I had outstanding balances that had already been paid. In November 2012, I rang to pay my bill and was told my monthly balance was £150, the usual bill being around £41. I expressed there must be a mistake, and asked the member of your customer services team to investigate further before I would issue a payment. As my contract was due to be renewed in December, at this time I also gave notice that I would like to terminate my contract upon expiry.

After several calls and emails back and forth over a 2 and a half month period, at the end of February 2013 I spoke to an extremely helpful member of your customer services team who said he could see the issue was caused by some form of internal error and manually amended my outstanding fee to £83, the amount I agreed was due for the final two months of my contract. The bills were paid immediately and I was informed the system had been updated to note the issue as settled.

At a recent meeting with my bank to discuss the opportunity of a mortgage application, it was brought to my attention that the Vodafone bill was listed as a late payment, which has made a substantial impact on my credit rating. Due to this, my mortgage application could potentially now be declined.

Since this time, I have made several calls to the customer services team, each time being given a different response; we have no record of your account; we no longer have the notes relating to your account; the issue was noted but never referred on to the relevant team; we can see this was amended in your favour and we will discuss with the Quality Assurance team and we will be in touch soon.

I have spoken to a member of your customer services team today, who has told me my contract was automatically switched onto a ‘rolling’ contract until March 2013, which I was completely unaware of. She went on to inform me that she had spoken to the quality assurance team and was “unwilling to rectify the issue on the system” and was “not interested in listening to me go around in circles any longer”. She refused to give me her name, and I am no closer to settling this error; an error caused by Vodafone.

I was told this issue had been put right 2 years ago, now to discover it had in fact not been resolved and, though some of your team have tried to help me settle this, others have been incompetent or unwilling to do so. It is extremely unfortunate that an account that has been closed for over 18 months could potentially impact so severely on my future.

By way of this letter, I would greatly appreciate it if you could address the issue, send me a copy of any internal records relating to my account and update my records to show that the issue has been settled in my favour; the payment was not late.

I do look forward to hearing from you, hopefully with a resolution, in good time.