Vodafone complaints

alitarbegshe10

Just a quick update. Spoke to retention dept, as last day of 14 day cooling off, put through to tech, who promised a call back that never materialised.

Still no data! Please help Lee.
Re #9871100

Jonesy88

lee - please can you look into my complaint which has now been dragging on for 6 weeks? Surely it shouldn't be so hard to SPEAK to someone in complaints given the industry you operate?

emmasonya_2

Can any one help now sure where to go with this?

I sent the following email to Vodafone Customer services:

Dear Sir Madam 25th March 2015

My user name is Emma Smith on the 13th March I received a call from Mel who tried to upgrade me to 4G with 3 extra GB data a free entertainment pack for 6 months. I agreed to this (This was the worst decision I made).

The next day I found I could not get the link to work to get the free entertainment pack. So I called back they resent the link. The new link said that it would charge me £4.99 a month. So I called back and the said yes this was not right and it would charge me so they put me through to another department. After speaking to another 5 people in various departments and an hour later, I spoke to someone in the 2nd line IT team who said it was a known problem and it would be fixed in 72 hours and new link would be sent. Guess what this never happened. Soon the 20th March I called to cancel the upgrade as I was in my 14 cancellation period. I spoke to a lady who sent me the following text :

dear Miss Emma Smith,

you already candled the 4G and entrapment package

housefly thank you

Even though I think this said that it had been cancelled. It still has not been. I also requested confirmation that my bill had gone back to the pre upgrade amount again I never received this.

I called back again and have still not been able to cancel this upgrade. I will never do it again. I thought it would be quite straightforward. This has taken me hours to sort out and I have spoken to 9 people and I am still not there yet. I think this is completely unacceptable.

Please can someone please cancel this upgrade and amend my account to how it was and confirm to me this has been done in writing.

Also can you please advise me how you will be able to compensate me for the time I have spent trying to firstly get what I was promised and once I saw this would be impossible, get it amended back and also for this stress and inconvenience I have been caused.

The services I have received so far has been terrible. So I hope you can help me.
I look forwards to hearing from you.

Emma Smith

I then received an email saying the following:

Hello Miss Smith,

Thank you for your time on call.

We apologies for the inconvenience that you had faced.

As per our phone conversation, we can only cancel the upgrade, once we receive the handset back to our warehouse in 14 days cooling off period. to know about return policy. We can’t amend only the price plan.

Thanks

Drupad Bhavsar
CustomerService Agent (eForum)

VodafoneLimited
Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
Registered in England No 1471587


I don't understand, you can change the price plan because that is what you did on the afternoon of the 13th March. Also Please listen to my call will Mel who called me from 0170991827. She clearly said that I could go back to me old contract If I want to within 14 days, which I have been trying to do please listen to the call.

Please can some one sort this out? I don't know what else to do. I will got to the ombudsman.

Leon_W

I do like to pop back to this thread to see if Vodafone actually take notice of peoples legitimate complaints and it seems it's all systems normal - They couldn't care less.


Lee- an update for you regarding my own issue with the un-returnable new phone. Your last email was very unhelpful.


As others have experienced, I could not return the phone to the shop as it was ordered online, nobody was prepared to take it or sign to say it had been returned, they were as unhelpful as every other person I have had the displeasure to deal with at Vodafone.


Therefore, as you were clearly informed in previous mail from myself, I have sold the phone.

Redapple

Ok a little update on my previous post with regard to getting my £95 refund for being over charged.

27/3/15 - Decided enough was enough so got on the phone to my bank. Explained the whole situation and applied for a direct debit indemnity. This could only be done by claiming the whole £169.58 back from the month of March. Told it would take 2-3 working days and shouldn't be a problem.

27/3/15 - Rang Vodafone again and told them what I was doing in order to actually get the money in my bank account rather than it sitting in the Vodafone account as credit. Bare in mind that with it sat with them rather than back in my bank account as requested it would be June before I actually received the full amount back as clearly Vodafone wanted to knock my credit off future bills.They confirm that no late payment will be taken.

28/3/15 - Received letter from vodafone confirming I'm £95 in credit due to a refund, that's sat in THEIR ACCOUNT.

31/3/15 - Receive full direct debit indemnity refund into my bank account.

31/3/15 - Ring Vodafone and speak to an agent explaining that I am phoning to pay the difference. She tells me that I owe them £139 ( no not £169, but £139) and says that she can see that there is a credit of £95 to come of that so I only owe them £40 and would I like her to apply for the £95 to be transferred to my bank. Now where have I heard this before. I try to explain again that I actually owe them £74.58, but by now I'm losing the will to go on with the conversation and tell her I want to pay £74.58 anyway. She's all for this now, but I decide against it and say that with all due respect I will pay it through the automated pay system. She also confirms there will be no late payment charge.

31/3/15 - Phone the automated pay system and it tells me I'm £95 in credit. I pay the £74.58 difference and wait with baited breath for my next bill . Clearly their system takes a few days to get up to date, so it doesn't even realise yet that I've claimed my direct debit back. Will there be a late payment charge? Time will tell.

mikeyscotland

Hi, I had an email back from the Vodafone team on the 12th March saying they'd have a look in to this and get back with an update but haven't heard anything since. Not really sure how to get in touch with the team as some emails seem to just disappear in to the ether!

Silk

mikeyscotland wrote: »

Hi, I had an email back from the Vodafone team on the 12th March saying they'd have a look in to this and get back with an update but haven't heard anything since. Not really sure how to get in touch with the team as some emails seem to just disappear in to the ether!

Contact Lee as you did before and post the ref number back on the thread so he can trace it for you.

Dimps666

I though I'd put my recent Vodafone experience up to add my two pennies worth.

First issue: I had a pay as you go phone associated to my vodafone account which was used by my elderly mother. Although listed as pay as you go it had a standard monthly charge of £11:30 plus VAT. This was for a 12 month period which expired in August 2014.

When Vodafone (ONE.COM) contacted my regarding renewing the the pay as you go contract I advised thay my mother no longer wanted a phone and requested that the contract was cancelled. I sent three e-mails to the ONE.COM account manager confirming the cancellation. The phone subsequently stopped working after the expiry date was reached and I thought all was well.

However, my personal contract came up for renew in March 2015 and as a result of reviewing the upgrade offered by Vodafone voa ONE.COM I noted that Vodafone have still be charging me for my mother's cancelled pay as you go contract. The issue is still ongoing with ONE.COM continually promising to review and resolve the issue and ring me back. Obviously to date they never have, so I fear legal action will rear it's ugly head.

The main reason for posting this is to warn people to check that when ONE.COM say they have cancelled a contract that they actually have as have stopped billing you.

Leading on from this I am now leaving Vodafone for obvious reasons; has anyone ever been able to get a PAC from them?? I go through their website end up with ONE.COM Customer Services who claim that they can only provide a PAC code if they have signed authorisation from me via a pro forma they have to post to me. I've not received this letter yet and I've been led to believe that OFFCOM Rules state that a PAC Code must be provided within 48 hours; how this be possible with Vodafone's/ONE.COM's conveluted process?

Vodafone

Hi all,

bexs2247, sundawg, Michtallulah, emmasonya and Dimps666 - If you still need help with your accounts, 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.

dezza - As promised, I'll update you as soon as I can.

Jonesy88 - Once I have an update on your case, I'll let you know.

mikeyscotland - Thanks for your time today. If you need help with anything else, let me know.

Kind regards,

Lee

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Vodafone UK

whynotgoforit

Just wanted to empathise with Vodafone problems. Vodafone phoned me to try to offer some better deal and came up with putting the 2nd phone (my husband's but already in my name but bought years ago via Carphone Warehouse)onto my contract and therefore gaining the "Friends and Family Package" discount. My husband's phone is SIM only but we were happy to reduce the bill from £12 monthly to £8 monthly or thereabouts. The representative then had to do a credit check on me and then send out a new SIM card, but we would be able to port the number over. He told me I could do this online. One 45 minute phone call. That was on 19 February.

The SIM card arrived but didn't work. I contacted Vodafone and they said they had no record of that number, so they would send out another SIM card. It arrived on 27 February with a bill for £2.50. I duly swapped the no over online and thought that was it. How wrong can you be.

I then began to be billed £8 a month for a telephone number I did not have. I phoned Vodafone again on 25 March. One very long phone call of 1 hour, telling my story to 4 different people, going through security a number of times, and they promised to rectify the situation. It took them a while to grasp what had happened, I don't know why. I asked if my husband should now cancel his direct debit and they said he could do so immediately. They also agreed to waive 3 months' rental charges as a result of the trouble we had had. They assured me everything would be dealt with immediately - it wasn't - it was about to get worse.....

Then I get notification of April's invoice again with £8 for the telephone number I don't have. Worse, my husband then gets texts to say he needs to contact Vodafone urgently as his direct debit has failed. One VERY long phone call of 90 minutes on 1st April, including 1 cut off at the point of talking to the cancellations department and they promise to rectify it.

Now the 3rd April and the £8 for the rogue number has been taken on direct debit again. However the rogue number has finally disappeared from online billing. I just have to chase up a £16 refund I am owed. Just wondering if I can face the hassle....... apparently the confusion arose because I ported the no over online (as told I could by Vodafone rep) and the system couldn't cope with that!

Thank you for reading.