Vodafone complaints

glenngill35

Hi Lee
“Official Company Representative"


I have just got off the phone with upgrades and not had any success. The gentleman I talked to was very helpful but could not match my current discount and could not match deals I quoted to him from a website (link here for information https://www.phonesltd.co.uk/Samsung/Galaxy_Note_4_Frost_White_Deals/12_Month_Deals.html) this is not an advert or promotion by me for this company and I apologise if I have infringed any MSE rules. I show the link only as evidence for Lee and I have nothing to do with this company, I am just trying to get a deal on a new phone!

foxyuk

Vodafone_company_representative wrote: »

Hi Tanita,

I've got your email and I'll get back to you as soon as I can.

dmacbrew - If you still need help with your account, 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

Social Media Comms

Vodafone UK

I'm having severe issues with a complaint due to world traveller being active but not working was told can't sort till bill generated this was March 14th. Just got bill and guess what still same

I made several calls from Egypt emails, complaint emails and now getting told to submit another complaint. Calling 191 is a waste of time clueless powerless people that even said to me world traveller is £5 a day and Europe is £4. I had to correct them

So can someone help??????

Suggest someone listens to call recordings ? Or gone missing !!!

gtaz

Overall always had a very good service from Vodafone until recently.

I upgraded my phone to a new contract just over a week ago, got the email saying it will process overnight. The following day I asked my friend to apply for the VEA on my account as advised by the upgrade agent.

The VEA failed to apply, after investigation I then found out that my upgrade wasn't processed. I called Vodafone and was told it failed and I will get an email in a week to confirm when it is fixed. Of course I never received an email so had to call back. The person I spoke to that day was actually very helpful and fixed it for me over the course of 3 days and got my phone upgraded.

My friend who applied for VEA is away for a while, so I contacted Vodafone webchat to check my previous app for it to be re-applied. The person I spoke to said that he cannot contact the VEA team and I need to personally re-apply. Eventually they understood that it was my friend but the only way I can fix it is by going into a shop.

It is unbelievable that Vodafone CS cannot contact an internal department but a shop can? In the past when I had issues with VEA, CS were able to do it but the process has changed?

Can anyone explain to me why Vodafone CS cannot escalate an issue and have a human conversation with another department in Vodafone but a shop can? Unfortunately I can't go to a shop as my friend isn't here!!

So in a nutshell, Vodafone failed my upgrade, declined my VEA application, a helpful guy did fix it my upgrade but CS cannot help me speak with the VEA team, even on my behalf. (where this hasn't been an issue in the past..)

/rantover

juno

Thanks for trying to fob me of yet again, Lee. It would be lovely if you actually fixed my issue instead of telling me - about 6 times now - that it's fixed when it clearly isn't.

faerie_athome

Hi Lee

I just mailed you #10026664, hope you can help, am at my wits end!

stephen_mcdine

I need help, my teenage son went on school trip to Andorra, ( Vodafone don't class it as Europe) apparently his iphone 5 left data roaming on, he returned after 7 days with a bill of £2618!! as soon as we discovered this we contacted Vodafone, took precaution of cancel d/d, then 5 days later I got a text saying unusal usage on on sons phone contact VF, I did raised it as complaint as at mno time had he or I rec'd txts or emails alerts that he was using excessive date ( actually only 3.4GB nut Andorra charge £30 mb) I refused to pay and have complained to ombudsman and asked for a Deadlock dispute form. Now we dicover VF have blocked both his and my phones..., was on 191 for 90 mins yesterday and 35mins today .. firstly I need them to stop blocking phone and also we cannot £2618 ...

Silk

stephen_mcdine wrote: »

I need help, my teenage son went on school trip to Andorra, ( Vodafone don't class it as Europe) apparently his iphone 5 left data roaming on, he returned after 7 days with a bill of £2618!! as soon as we discovered this we contacted Vodafone, took precaution of cancel d/d, then 5 days later I got a text saying unusal usage on on sons phone contact VF, I did raised it as complaint as at mno time had he or I rec'd txts or emails alerts that he was using excessive date ( actually only 3.4GB nut Andorra charge £30 mb) I refused to pay and have complained to ombudsman and asked for a Deadlock dispute form. Now we dicover VF have blocked both his and my phones..., was on 191 for 90 mins yesterday and 35mins today .. firstly I need them to stop blocking phone and also we cannot £2618 ...

Andorra isn't in the EU so Vodafone are correct, they will not lift the block unless it is paid or you reach an agreement.
It's hardly the networks fault your son left data roaming on so you need to try and bargain the cost with them.
What grounds of complaint have you used with the ombudsman ?

stephen_mcdine

we never rec'd a txt or email stating what costs would be, or at any time during his week there that costs were racking up, surely they can see approx. £400 a per day is out of normal usage. at the end of the day, he is a child. between me , wife and 2 kids, we spend around £160pm with VF, and that's for 5 yrs approx., they treat customers with contempt. his monthly usage is 3gb on his contract, they say he used 3.4gb in andora, quoting some ridiculous rate of £60 per MB... justify the costs of 1 mb of data at £60!! I have reffered to ombudsman as at no point was a arning, or pricing ever sent to me the bill payer or him the phone user.

Silk

stephen_mcdine wrote: »

we never rec'd a txt or email stating what costs would be, or at any time during his week there that costs were racking up, surely they can see approx. £400 a per day is out of normal usage. at the end of the day, he is a child. between me , wife and 2 kids, we spend around £160pm with VF, and that's for 5 yrs approx., they treat customers with contempt. his monthly usage is 3gb on his contract, they say he used 3.4gb in andora, quoting some ridiculous rate of £60 per MB... justify the costs of 1 mb of data at £60!! I have reffered to ombudsman as at no point was a arning, or pricing ever sent to me the bill payer or him the phone user.

He should have had a welcome text stating the costs when he entered the country if he didn't get one that should be enough to contest it. He nor you would not get an email though and there would be no more communication.
The rates are decided by the supplying network not Vodafone.
You need to request a copy of the text that was sent if it exists and has not been received by the phone and deleted.

d123

stephen_mcdine wrote: »

he used 3.4gb in andora, quoting some ridiculous rate of £60 per MB...

Even on EU rates 3.4GB of data would have cost around £700. I suggest you didn't think about data use prior to him going and he just wasn't bothered to control his use, whether he received a warning or not.

You will probably get Vodafone to agree a discount, once paid they will lift the block on your account, perhaps it would be wise to remove international roaming use from your child's sim card?