Vodafone complaints

Edgar_Prates

I'm fed up with CS fobbing me off. According to them I was given a 9 month discount for an 18 month contract - I know I didnt agree to that.

DonGotti

Vodafone_company_representative wrote: »

Hi Guys

ricflairandy - Lee will be getting in touch with you about this again on Friday as promised.

Discodave - Send us an email from the Contact Us form with a link to your post, along with the details and WRT135 and we'll get back to you as soon as possbile to look into this.

john666 - I have located the email details from the information that you provided. We'll be back in touch with you as soon as we can to discuss this with you. This will more than likely be tomorrow.

On a side note, I'd like to thank all of you for welcoming us onto the forum and allowing us to help you with the issues you have experienced. We will do everything we can to get to the bottom of these situations and resolve them.

Thanks

Kirsty
Web Relations Team
Vodafone UK

Contacted Vodafone via the above method after futile attempts to resolve query over telephone. Email and solution received within 8 hours. Excellent work eventually, well done Vodafone :T

babiebeany

OMG !! Can't believe it

Here I am trying to save money and I get a bill from vodafone today for not one but 2 mobile numbers.

The situation was that I had not been using my phone but was on a discounted contract paying around 12.50 per month. Decided should not be paying and not using so phoned V to port the number I do use over to that contract.

Simple you might think - obviously not??

Was told I couldn't just port the number over, I needed a new sim card. Didn't understand that as I have done that before with other numbers, but heyho, you expect to be dealing with professionals.

Was also told that contract cost would go down in Dec to 10 pounds and I could have a new phone? Very happy with that.

Fast forward to today and I have received a bill for 2 mobile numbers, the old one and the one I thought I had ported over. This amounts to 28.43 for 2 numbers, one which has not been used and the other very rarely used.

I phoned V and spoke to a very nice chap called Lee. Was on the phone a while, but that was OK as he did manage to sort it out - I hope.

He told me that I could only port a number at the beginning of a contract - was not told that when I phoned before.

He also said that I had taken out an additional sim only contract which can be cancelled at any time - was not told that when I phoned before.

In the end what he said was that the original number could not be disconnected but that the cost of that number would be covered by V. Leaving me to pay for the sim only cost of around 7.50 per month. And I should ring the month before contract is up to port my no to it and cancel the sim only.

I will do this and I just hope that the direct debit does not get taken with the cost of the 2 phones - I really just cannot afford it.

Can I trust them to do this as Lee said? I am worried now.

Also how can a member of their staff get away with giving incorrect information like that. If I had been told what Lee had said, I would have simply used the contract sim until the contract was up.

Don't really know what to think at the moment, I suppose it is just a case of waiting to see what gets debited from my account.

swerve25

I too am having problems with Vodafone. I used to think Vodafone we a bit better than the rest but have now come to realise that they are not. When it takes 5 phone calls and an e-mail to get a phone that has insurance repaired is a bit much. And if you try and speak to manager or supervisor you may as well forget it because it is not happening 3 promises and not one phone call materialised.
I am dealing with the problem via contact us on there web page but seems the voda drones who is dealing with my enquiry is just like the idiots on the 191 so called helpline and they will not give you a straight answer I’ve just been emailed with information I already know.
It is so frustrating I just want out now don’t want anything to do with Vodafone any more but they expect me to pay to terminate a contract were I am not getting what I am paying for.
Catch 22.
Cancel and pay or stay and pay, can’t win here.

wolery

Hi everyone,

Hope I'm able to get a resolution to this account problem via these forums and the understanding web relations team.

I negotiated an 18-month deal on Sep 14 for my daughter, who was off to uni. Excellent but pretty standard terms as published on these forums and on HDUK: HTC Magic, 15 months at £17.50 and 3 months at £35, 600 minutes, unlimited texts and unlimited web, option to renew at 16 months. Before I passed the salesman on to my daughter to complete the deal in her name, I asked specifically whether the details of the deal, including the discount, would be set out in a letter. I was told that they would be.

Three weeks in, and the only letter that has arrived states a standard £35 a month rate and no unlimited web. The unlimited web is particularly bizarre, as I think few would be taking on an Android phone without unlimited web. Now my 'hard-up student' daughter has her first bill of £42.50, including a charge for data usage, and is naturally quite upset about this.

I know that I am not likely to be able to deal with customer services myself, as the contract is in my daughter's name. I am also not willing to have my daughter try to negotiate with customer services and receiving the quality of service described in this forum and others. I had experience of this myself: having I thought cleared everything in advance, I found that the salesman had added insurance and satnav to the contract and had even failed to spell our surname correctly. As least these issues have since been resolved.

Interested to hear how others solved this one, and hoping for a swift resolution.

Thanks!

OneADay

wolery, if you or your daughter are not willing to question the deal then I really do not understand how you expect the situation to resolve itself.

You might trying phoning on your daughter's behalf, simple as dialing 191, let her confirm her details before you ask for information.

You could also try registering the phone on the vodafonne web site and maybe your contract tariff information is detailed online.

Additionally you can send a pm to the vodafone rep http://forums.moneysavingexpert.com/member.html?u=791417

kriptikchicken

wolery wrote: »

Hi everyone,

Hope I'm able to get a resolution to this account problem via these forums and the understanding web relations team.

Although Friday is the day I see the web relations team here the most I would suggest posting on the Vodafone eForum ASAP for the fastest resolution. The mods there are great and will do what they can to resolve the issue as soon as possible.

P.S. The web relations team here are the same people as the VF eForum Mods. :cool:

blinko

can anyone help me ?

my contract expired on July 09 and instead of getting a new handset I opted to get a line rental reduction, because my phone was over 12 months old I asked the guy if i would get an additional 12 months warranty on the phone (I signed upto a new 12 month contract) at the time he said yes.

now my phone has become !!!!!!ed It turns out that I don't have a warranty whenever I phone them up

Is there anyway I can prove this guy said this on the phone etc ?

Thanks

kriptikchicken

You could request a copy of the phone call recording. I used to be VOIP server administrator of a call centre and all the calls are recorded. Unless you withheld your number it should be relatively easy to cross-reference with the database and pull up all the recordings linked to your number.

Don't put up with any 'we only record some' BS, they record them all to save their own butts in legal cases. (for training purposes my derrière!)

blinko

kriptikchicken wrote: »

You could request a copy of the phone call recording. I used to be VOIP server administrator of a call centre and all the calls are recorded. Unless you withheld your number it should be relatively easy to cross-reference with the database and pull up all the recordings linked to your number.

Don't put up with any 'we only record some' BS, they record them all to save their own butts in legal cases. (for training purposes my derrière!)

thanks buddy, the guy definatley said I would have another 12 months warranty. It wouldn't have bothered me if he had said no as I simply would've taken another phone out.

It's a shame that these things happen thought. when I first took out the phone the guy that gave the me upgrade 12 months back said I could get a Saturday delivery. After waiting in till 5 on Saturday with excitement for my new N95 it turns out they have a cut off at 12 midday for Saturday deliveries I had phoned at 5pm ahhh what can you do