Vodafone complaints

Stevent0302

Hi all

Had a bit of an issue with Vodafone today and I'm hoping people can spread the word.

My wife and I have a joint contract with Vodafone which we have had for 20 months and today my wife set up an online account to see when she can upgrade as she dropped her phone soon after getting it resulting in a cracked screen. The bills have always been for similar amounts so we have never checked the bill before and it was only today we discovered a £9.99 service charge had been included every month.

My wife phoned up to see what this was to be told insurance!! We never take these types of insurance out as we're aware you can get cheaper cover elsewhere. After explaining this to the customer service manager Vodafone agreed it was mis-sold and agreed a refund of all amounts paid and they would call back in 20mins with the exact amount to be refunded.

1 hour later still no call so my wife phoned back to see why, after going through the same process of explaining the issue is this time is told 6 months is all that could be refunded and that there are no notes on file regarding the previous call.

After then spending time online with the customer adviser, including getting told to call 191 and ask for the investigating team which when I did the adviser had no knowledge of such a department, I finally got to speak to a supervisor who told me to back into the shop where the phone was sold, since we have moved in the last 6 months this is not really possible but they again refused to honour the refund promise.

Anyway I'll keep going with my complaint but I wanted to make everyone aware of Vodafone charging insurance and essentially hoping you don't notice, which naively we didn't and also be aware that if they agree something this does not mean they will stick to it. My advice choose a different provider, if 156 pages of complaints doesn't convince you then I don't know what will!

Steven

Ralice

Hi all, looking for some advice!

My husband has been with Vodafone for many years (and in fact worked for them for 7.5 years) and added me onto his account last year.

I was on a 12 month contract which we upgraded on 16 Feb to a sim only so I could keep my phone (iPhone 5S) and bring down the contract price.

My husband has had insurance on all devices (he has three phones and 2 tablets on his account) this whole time. When he changed my plan to a sim only he called up and asked if they would retain my insurance - they said yes, and that they only remove insurance when it is requested. After speaking to me to confirm this and that I wanted to go ahead, he completed the upgrade on Vodafone webchat that evening.

A month and a half later I manage to drop my phone in the toilet (the first time I've ever damaged a phone!!). No problem, we think, this is what insurance is for... Except Vodafone removed the insurance when we upgraded my plan without telling us!!!!

We tried to complete an insurance claim today at a Vodafone store and were told that my number didn't have insurance (it was insured up to 16th March). We called customer services and apparently they have no record of the phone call my husband made, which is a bit ridiculous as I thought they were meant to record every call for this exact reason!? We spoke to three or four different people and some conceded that they made an error and we should be allowed insurance, but they couldn't add insurance as the phone has water damage. Uh, yeah, that's the entire reason we were in the store!

What can we do? They removed the insurance from my plan in error. They made a huge mistake and are refusing to correct it. We were in the Vodafone store for an hour and a half today and everyone we spoke to on the phone was unhelpful. In fact, when we asked to speak to a manager one of them kept us on hold for a few minutes and then put us straight through to the cancellations department!

Please, does anyone have advice? Who should we contact? I just can't believe this has happened. The one time we actually need to claim on insurance it has magically disappeared from my account!

mobilejunkie

Read the thread.

Ralice

mobilejunkie wrote: »

Read the thread.

Was that to me? Perhaps you could direct me to which of the 150+ pages of this thread I should be reading...?

PeterOHanrahanrahan

Ralice wrote: »

Was that to me? Perhaps you could direct me to which of the 150+ pages of this thread I should be reading...?

Contact Lee as on post 3083.

Silk

Ralice wrote: »

We tried to complete an insurance claim today at a Vodafone store and were told that my number didn't have insurance (it was insured up to 16th March). We called customer services and apparently they have no record of the phone call my husband made, which is a bit ridiculous as I thought they were meant to record every call for this exact reason!? We spoke to three or four different people and some conceded that they made an error and we should be allowed insurance, but they couldn't add insurance as the phone has water damage. Uh, yeah, that's the entire reason we were in the store!

What can we do? !

Demand that they show evidence of you requesting to cancel the insurance or of them informing you it was cancelled and failure to do so will mean you will hold them responsible for the cost of replacement.
If they fail to honour it send them a LBA and take them to court.

mobilejunkie

Ralice wrote: »

Was that to me? Perhaps you could direct me to which of the 150+ pages of this thread I should be reading...?

Or you could just read this page. Post 3110 is clear as to what and how to do it. Or you could expect us to repeat the same advice for the thousandth time to save you the bother, since it's your problem and not ours.

tdighton

i seem to have to use this more lately seems vodafone are getting worse!!!!
Im absolutely so annoyed with vodafone!!!! over few weeks ago i spoke to someone about sorting bill and was told to do promise to pay for 27th march for £37 something then £30 EVERY OTHER FRIDAY which i called up and pay!!! which came out then on the 3rd you went upon your self to take £37 something. One its wrong amount i agreed and, two was wrong date and, three you should never stored my card details!!!!!! i spoke to bank this friday and they put money back i came on chat and spoke to someone who promised me they WOULD NOT try taking it again and cancel all payments and remove my card details!!!! OOOO NO i was lied to and went to pay for my food shop on saturday for my card to decline your only gone and taking the £37 something AGAIN!!!!!!! without my permission and when promised wouldnt happen again so now been left with over drawn account so will get bank chargers. so i do hope your be paying them as i dont get paid till Friday chargers are £6 a day so thats £42 in total of bank chargers i will occur so will be expecting you to pay that! fuming that two days in row this has happened and WITHOUT my permission!!!!!!!! Not only is it bank chargers but i coudlnt do my food shop!!!! With a little boy at home and struggling to feed him this week because of you lot! This is also not the first time this has happened to me either!!! You can check all phone recordings (oooo wait last time told me they dont record all or mine has"dissapeared" ooo aint they funny) You can read the chat script from this Friday showing was told wouldnt happen again... If nothing sorted ill be taking this even higher! For one you should never kept my bank details after the promise to pay!!!!
Thanks
Tanita

Vodafone

Hi Stevent0302 and Ralice,

If you still need help with your accounts, email me via the contact details provided in post 3110 above.

whynotgoforit - I've replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

dmacbrew

13+ year Vodaphone DD customer, long out of contract. Had serious illness last year and little use of phone. Dec 2014 bill jumped from £12.75 to £17.00 I had been told a year previous that if I rang at this point then I would get a discount to reduce bill accordingly. Rang up New Year told them £17 was too much to pay for a phone I rarely used & in order to keep my custom they offered a £3.54 p.m. discount. This was duly applied next bill. Following bill reverted to £17. Rang up again saying I wanted out but was promised someone else would ring to put me on a different (payg?) contract. This never happened. Phoned up again to cancel & this time got a very helpful Scottish girl who apologised & gave me PAC no without any trouble. This was before the end of my paid up advance monthly charge (24th March). No calls/texts were made after then (& precious few before, free with plan). I then received a bill for £20.53. This was made up of the aforementioned £17 (so now 2 months x £3.54 credit missing) and a £2.94 `Non DD Admin Fee`. I couldn`t face another phone call so instead used the live-person chat which took about 2 hours 5th April. The £2.94 was kindly(!) waived by special permission. He denied any knowledge of the agreed discounts but again thanks to his `manager` a £5 goodwill credit was offered. I do not believe I owe them anything. He insists I should pay one month notice evn though I am out of contract saying it is in t&c but won`t tell me where. Nor will he send an amended bill. I have naturally now cancelled the DD otherwise they will just take whatever they want. The operative told me I was at liberty to go to Ombudsman but I see on their bills that I have to try for eight weeks to reach an agreement with Vodaphone first. This is ridiculous. I can see what`s going to happen now they will keep on demanding this money and there is nothing I can do about it. It`s criminal companies are allowed to get away with this.