Vodafone complaints

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.

David.Red

Hi Lee,

I have not posted RE my issues on here but have included them in the web form. Below I have C+P the text from the web form, my ref is in the title but just to be safe it is #9551689:

Message:Please look through the notes on my account and see if you are able to help, I am more than happy to speak with your UK MSE Rep over the phone. My complaint would probably go over the character limit 20 times. This is going to be my last attempt at resolving my numerous long standing complaints with Vodafone. Failing this I will be going to the ombudsmen so they can deal with Vodafone, as I am tiredof being accused of lying, laughed at, hung up on, insulted, bullied, lied to, ignored....

coco777

In my experience there is no Vodafone service - just a series of blocks put in your way to stop you contacting them or returning products for refunds. My experience with them is way too long to go into but I have spent approx. 6 hours over 1 month online, and on the phone trying to return a phone that I never used for a refund. If anyone can give you a stroke - it is Vodafone!






Result is I will never use Vodafone again and now with EE.

coco777

Forgot to add - I don't think this treatment of customers is accidental or down to terrible management as I don't think anybody could be that bad at the job.

Jonny323

Not sure if a rep can help with this or not but I'm really struggling to get my issue sorted out.

I'm entitled to use a 20% defence discount scheme through work and so myself and my partner went into our local Vodafone store to order two iphones and two contracts using the discount scheme. The long and short of it is the instore member of staff didnt apply the discount properly but told us on the day that the discount could take a couple of months to show up on our bill but that any months missed would be backdated to us via credit. Fast forward 3 months and my 3rd bill still showed no discount applied to it. So I phoned up customer services and explained everything and they mentioned that the discount process had been performed wrong and I would have to reapply for it myself and explain on the form and that once again everything should be credited back to me. So after finding out there was no space on the form to explain anything I decided to go into store and get them to sort it. They apologised and said they would reapply on my behalf and that everything would be sorted in a few days. Lo and behold I got two discount rejection emails a couple of days later. Rephoned CS only to be told that the previous employee was wrong and there was another form I needed to fill out to get it sorted. Went through the process of filling out this new form got an email back a few days later to explain that the discount had been applied but that they wouldn't back date the discount.

So now I'm £60 out of pocket from 3 months of missed discount and seemingly no way to recover it despite being told several times it would be sorted. I attempted to email the main head office with my complaint using a couple of email addresses given to me by a fellow member but they refused to help stating that they needed an official complaint to go through with customer services first before they could escalate it. So I found a link for a vodafone complaint campaign service and after well over a week have still not had a response.

I dont want to phone CS again to explain everything again and then have no record of what they've tried to fob me off with but it seems like there is no email function to contact CS whatsover.

Anyone able to offer some advice? Preferably a Vodafone rep? Far from impressed with the service so far given that it all originates from a vodafone employee mistake and that I'm the one having to run around chasing a resolution (which is just the money I'm owed).

Vodafone

Hi all,

Cryztal - If your husband still needs help with things, ask him to email me with his details via the link in our profile here.

All he'll need to do is copy and paste the link into his web browser and it'll take him to the Contact us form on our website. To make sure it reaches me, he'll also need to quote the code WRT135 - MSE in the subject line.

Once sent, he'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

cherry230, kywalsh, coco777 and Jonny323 - So I can access your accounts, please email me via the above contact details.

David.Red - I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

DragonQ

An hour in chat and the best I am offered is "email director support and they'll reply to you", which isn't true because I did and they didn't.

No-one at Vodafone seems to acknowledge a complaint when it is made, it's rather strange. I say that I want an update regarding my complaint about customer service and they just say "I will escalate your NUC request" (which has been done more than once already) and ignore my question.

mikeyscotland

Does anyone know how long it usually takes the complaints escalations team to reply to emails?

john_wolfe

Their complaints system is so long winded, and totally not user friendly. They do not follow up the complaint and do not come back with any details. I have have had to make all the phone calls to them.
No longer with them
Glad to be out of it

mobilejunkie

How LONG? Wrong question. Do they EVER reply to emails (or anything else for that matter!) would be a better question.