Vodafone complaints

Bob_Horton

I have been trying for the last 3 days to sort out my online vodafone account and yesterday was supposed to receive a call from a service adviser at 4:30pm, guess what........file this along with all the long list of vodafone broken promises.
SO.....lets contact the CEO........guess what "Sorry we are tweaking the web site at the moment"
What a shower of incompetents.
Can anyone tell me how to contact someone at Vodafone who is able to sort problems out and I don't mean the 03333040191 "lack of customer service" number that goes into a loop of fixed answers none of which apply to me and eventually tell me to go on the web site, which is being tweaked, and then hangs up.
Maybe someone could refer me to a good supplier?

fermi

eforum.web@help.vodafone.co.uk

Should get through to Lee on the vodaphone web relations team who posts on here. Write FOA Lee - WRT135 - MSE in subject line, and link to your post here.

cmgames

Lee my reference is 9786718.

juno

Please can I just have my PAC code and go to a network that can actually provide me service? It's been 3 weeks since I took out this contract, and two since I've had my phone number stolen by Vodafone - it might not sound long, but I've lost out on a lot of money as a result of not being able to use my phone number.

There's a deal with EE at the moment where I can get £95 in Amazon vouchers for signing up.

All I've got so far from Vodafone is a lot of sales calls.

alitarbegshe10

ordered sim only plan last week.

For some reason, data test drive was not added.

So have run up a data bill that has now blocked my phone.

All attempts to resolve with CS sends me around in circles!

All I want is data test drive to be added back and to be able to make calls please!!!!

alitarbegshe10

#9871100

This is ridiculous!!

10 calls in 5 days to resolve

Nada done

mobilejunkie

Not ridiculous. Basic Vodafone customer service. Contact the Web Relations Team on here or it'll be another 5 WEEKS.

Redapple

Renewed contract in January this year. and wish I'd never bothered.

Don't use my mobile that much, but wanted something half decent this time and went for a iphone 4s nearly new. Was told by the agent that there would be no cost for the phone, just the monthly line rental of £14.50. My daughters iphone is also on my bill for which the cost is £22.50 a month, bringing the monthly cost for both iphones to £37.

This month I checked my bank account and have been billed for £169.58 . Logged onto my billing in vodafone account and see that £139.12 is for equipment charges. So this is how the story has unfolded to date.

16/3/15 - After around 45mins on the phone to vodafone I'm eventually told that I should not have been charged for equipment and therefore £139.12 will be back in my bank account within 2 days. If it isn't then give them a bell again. This customer service agent said he had the form in front of him and was filling it in and it would all be sorted.

18/3/15 - No refund so ring Vodafone again and am told by the agent that if the previous agent said I was told I was getting that amount of refund then I will definately get that amount, because Vodafone always stick to their word so I have to have that amount now. She raised the issue and it's now up to a manager to listen back to all the telephone conversations including my upgrade. I was to receive a call back within 24hrs.

20/3/15 - Still no call back from Vodafone so I ring them again and am put on hold by the agent while she looks into everything again.. 50 minutes later I'm still on hold and eventually give up waiting.

20/3/15 - I ring Vodafone again and this time after almost an hour of conversation and being on hold and conversation and being on hold, I'm told that I wasn't charged for Febuary so with all the calculations I've actually only been overcharged by £81.50 and they will add a further £10 as goodwill for all the hassle making a total of £91.50. The money should be in my bank account within a few days. I'm given a Incident number and told to ring back again the following week if I still wasn't happy.

24/3/15 - Still no refund in my bank account so I ring vodafone again and immediately inform them of my incident number. The agent looks into it and informs me that money has been credited to my account. Not my bank account, but my vodafone account. In otherwords they now intend to not bill me for a couple of months and haven't refunded it into my bank account as i clearly asked. The agent would not tell me how much either. I'm now told that I again have to wait for a call back as he is arranging another incident and there is nothing else he could do as that is procedure.

To put things a little simpler
2 x iphones at £37 a month x 2 months = £74
Charges for picture messaging for 2 months = £6.72
Total =£80.72

Bill charged = £169.58

Overcharged by £88.86

This makes any possible goodwill credit of not £10, but £2.64.

Still not received a penny. As a family we have 4 mobiles with Vodafone and after this shambles will never ever use this company again when the contracts are up. What they have effectively done is steal from my bank account.

Unbelievable

Thanh

Can anybody help me out here please? Subject regarding Vodafone 12 month sim only contract. They say I cant have two contracts, but still charges me money.

In January 2015, I had terminated my contracts with EE and moved 2x contracts over to Vodafone. The first contact, I had an Iphone 6 for a 24 months contract. I have no problem with this one.
My problem is I also want to have another contract. It is a 12 months sim only. I order online. I had received emails regarding the delivered date and waited as I have to be in to sign for the new sim card. I waited and nothing happened on the delivered date. Even though I had been given a delivered time slot. (Your VODAFONE order will be delivered today between 14:58-15:58, Your VODAFONE order will be delivered today by Firoz, your DPD driver. Please ensure that someone is available to sign for your delivery at:).


Two days later still no sim card. I rang Vodafone service. The Operator told me that I can only entitle to one contract ONLY, and if I want another contract, I have to wait 3 months. I wasn't please, as I wanted to end my contract with EE and don’t want to stay with them any longer.
I asked her why I can’t have another contract as I have good credit record, but she couldn't careless. So I'd ask her what happens to the sim card, she say DPD will return back to Vodafone.

So, after that I sign a 12 months sim only contract with o2.

I thought that was the end of my issued with Vodafone, until I notice last week that they took money from account since January. Now they took two instalments of £19.80. The moment I notice that, I stop my direct debit.

Yesterday I have two letters saying I have stopped my direct debit, and want me to renew the direct debit. I rang Vodafone today, they put me through to someone speak English that I have difficulty understanding. I explain my situation to him and want to know why Vodafone charges me for a service that they don’t even supply. He told me there is nothing he can do, and he offers to send me another sim card. I told him that I have signed a 12 months contract with O2 already. I don’t want another contract with Vodafone.

I had explains to him that the Vodafone Operator told me previously that I CANNOT have two contracts with Vodafone within 3 months. Now he says with the new system I can. I asked him when was the new system operate and he say it been 9 months now. I question him, if that the case, why can’t the other Operate offer me the contract then. And he reply, she could use the old system.

After talking 20 minutes and it keep go round and round in circle, I give up on him. I have tried to go to Vodafone website and try to make a complaint but all I got is customer number, like dialling 191, etc.

What I want to know is, can Vodafone charges me money for a service they don’t provide, what can I do to get my money back? Should I consult a solicitor? Or write an email to Vodafone CEO? The last thing I want is to have bad credit record.

Thanks,

Kind regard Thanh.

mobilejunkie

There's only one thing you can do. Follow the advice on here to contact the WRT.