Vodafone complaints

tannis

juca wrote: »

That doesn't bode well for my situation, im frustrated after only a week, i'd be banging down Vodafones front door if it was that long! Really hope my situation doesn't turn out like that.

Well touch wood my situation appears to have been resolved, good luck with yours. :beer:

MissyKay

Lee,

Please could you help me with few issues which I have been trying to resolve and spoken to Vodafone Customers Services and can not get a resolution.

i will raise a query on the Vodafone site and post the reference no on here.

Thanks

Missykay

MissyKay

Lee,

The reference for the query is as follows :

WRT135 - MSE [#9639731]‏
WRT135 - MSE [#9639729]‏

Not sure why I got two reference.

Please could you look into this matter and advise further.

Thanks

Missykay

DragonQ

Lee, thanks for emailing my code to me, it worked. However, two days later I got two emails from the NUC Request team with a different NUC. Is there more than one code per phone or did they make yet another mistake?

robot1000

Vodafone_company_representative wrote: »

Kind regards,

Lee

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Vodafone UK

Lee,

I'm at the end of my tether with the appalling service I received from Vodafone.

I returned a phone to Vodafone 5 weeks ago, which was within the 10 days returns window and followed the procedure I was given, however I still have not been refunded.

It states in your returns the following:

We'll refund the original purchase price (less any discounts we applied at the time of your purchase) for the products or service you're cancelling, together with the delivery charge to you (unless the delivery charge was a priority or express delivery cost) as soon as reasonably possible, and in any case within 30 days of receiving your cancellation request;

I have confirmation through Royal mail that you received the phone back on 26th January and I've tried numerous times to contact you over the past number of weeks, but I've been transferred between departments and have got absolutely no where.

Please would you deal with this as a matter of urgency, as I shouldn't have to keep chasing for my money, when I followed the instructions that Vodafone provided to me.

juca

Latest update..

Fri 27th...After going live chat again, i got the best CS operator, within 20 mins he managed to get my 5C activated which 5+ CS operators had failed to do all week.

5S - still no sign of delivery it is in process so i couldnt cancel and order another one, which would be the simplest thing to do.

All this seems to stem from an alledged new system Vodafone has got and it appears not many CS ops have had training on it.

Will be calling again Tuesday morning if i receive nothing about my 5S on Mon.

Also, got the delivery for my 5S waivered due to the situation.

pinkduvetdiva

Grab a brew...
S, my OH had 2 V accounts, one for him, one for his ex. He got a dongle and 3 days after, V emailed him offering him a free 3 month data trial of a 4G dongle - but on the email, there was no indication of which number the free trial applied to - no phone number, no account number.

So, we happily used the dongle at our flat - until billing time came in mid Jan and he was charged over £400! S went into the local V shop and was told by the chap that this charge would be waived and resolved in the February bill. Yay! *happy dance*:j

Until last month, when the charge was raised again. S called V to explain - they said the charge still stood. S advised them of the email - so they asked him to forward the email...

Here's where it all turns to brown stuff. S emailed the address he'd been given, and it was returned with an automatic reply saying that there was no open complaint.
S then complained about not being able to email - only to be told that he'd reached the highest level of complaints and his complaint could not be escalated!

After calling the billing team last week to try and resolve (as well as emailing thee CEO and Customer Relations Director 4 times with no response) V agreed to waive the data charges - S would just pay the monthly bill and line rental which has now been paid.

Today V executive customer relations called and asked for the email. He was told that the data charges are still outstanding and was threatened with court action.
When S asked for the details of finance and accounts payable department details, to bill them for his time (S does not mess!), he was told that do not have these departments! (So how do Vodafone pay their suppliers? Money sacks under the bed?)
After this unproductive conversation, S emailed V yet again and guess what? It was returned with an automatic reply saying that there was no open complaint!
Thank God I'm with EE!

juca

Latest update....

Mon 2 / 3 / 15 ( thought i'd add the year just in case VF take a really long time in delivering my 5S ! )

5S - Still no e-mail/contact regarding the delivery of my phone! Will be calling/live chat this AM

5C - had a text ( but no e-mail ) that the first months line rental will be debited on the 7th March! are they kidding?????? the phone was only activated on the 27th Feb and i have notes on the account that the first months line rental will be waivered on both phones, i will be arguing that even though i had the phone form Mon 23rd Feb it was not fit for purpose and not activated until the 27th Feb so i want the tariff date to start form the day of activation.

My Vodafone - I am the account holder but i get this

Sorry, we can't show these details

You need to be the account owner to see this information.

So icannot even check what they're charging for. Again to be discussed in AM chat.

More to follow...........


**contacted VF CS and the free line rental hadn't been applied to the account properly, told it has now been done so, lets wait and see!!!

11.32am confirmation line rental to be credited so nothing to be taken on the 7th March

11.52am just finished online chat and my order for my second phone has been escalated again as it was also escalated in the earlier phone call.

Tom_May

In January they called me and told me (yes told me) that my phone could get 4g and for an extra small cost would I like to upgrade, so I said yes for the faster speed. I accepted that I couldnt get 4 G everywhere so it wasnt until 20th Feb when in glasgow that I could try it out, no 4g, took phone to shop and was told my phone couldnt get 4g as it was a iphone 5. called customer services and they said it was because 4 g was done in Glasgow and that I would get it when in London on the following Monday (23rd Feb) of course it didnt work. I complained over the phone they said they couldn't change the contract now even though quite plainly Id been sold a pup, as the phone will not take it. I called 3 times demanding to talk to a manager no response and on 2 occasion's I was cut off after waiting 20 plus minutes both times. I was promised a call back within 24 hours of course I missed one due to work and the 2nd one never happened, I am still waiting. I even complained in a shop who updated the notes about the complaint.
Now in total I have been sold a contract that clearly doesn't do what it says which Im still paying for, secondly instead of taking payment on the 28th of the month they took it on the 26th which overdrew me in my bank account I am most displeased. They owe me big time, I was a loyal customer for 5 years with 4 contracts but as they expire they will not be renewed. Can anyone help

Vodafone

Hi all,

juca - I'll check your account and get back to you as soon as I can.

tannis - Thanks for letting me know that things are now resolved for you.

MissyKay - I've got your emails and I'll come back to you as quickly as I can.

DragonQ - Please try the code I sent you last week. If you need any further help, reply to my email and include the other two codes you've been sent.

robot1000 & Tom May - So I can help you further, 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

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Vodafone UK