Vodafone complaints

Anon

Silk wrote: »

As I posted to you earlier you need to speak to mobiles.co.uk to sort it out as you bought the contract from them ...not CPW and not Vodafone.

Thank you Silk - I believe you replied to someone else, not me .... Anyway, I have spoken to Mobiles - who directed me back to Vodafone as only they can activate the SIM allegedly (or Mobiles can cancel the SIM and start again - new credit check etc).

Silk

Anon wrote: »

Thank you Silk - I believe you replied to someone else, not me .... Anyway, I have spoken to Mobiles - who directed me back to Vodafone as only they can activate the SIM allegedly (or Mobiles can cancel the SIM and start again - new credit check etc).

Apologies my mistake


You need to get mobiles.co.uk to sort out the problem ..they are just passing the buck as they always try to do.
You don't need to do the legwork for them.

jtydd

Anon wrote: »

It is clearly available on Mobiles .co .uk website?



Contact details are at:



I have contacted them via the online form in the account area and on the above number and had no problem contacting them? You need Customer Service not Sales (as it seems to pass immediately to Customer Service once they have your business ... even if you have problems with the SIM not arriving, as I found with my recent transaction which was the start of my poor experience with Vodafone :mad:).

HTH

I filled out an online website email form two days ago on mobiles . co . uk and have had no response.

mobiles . co . uk customer service telephone line says returns office is closed at 4:15 on a Monday and at 9:15 on a Tuesday.

Really??

They also state on a message that phones can only be returned unused, well my phone has been used, it was uses until the problem that caused the cancellation of the contract occurred.

If vodafone have agreed to cancel the contract, but mobiles . co . uk refuse to take the phone back, what then?

jtydd

jtydd wrote: »

I filled out an online website email form two days ago on mobiles . co . uk and have had no response.

mobiles . co . uk customer service telephone line says returns office is closed at 4:15 on a Monday and at 9:15 on a Tuesday.

Really??

They also state on a message that phones can only be returned unused, well my phone has been used, it was uses until the problem that caused the cancellation of the contract occurred.

If vodafone have agreed to cancel the contract, but mobiles . co . uk refuse to take the phone back, what then?

Yep, as I suspected. I finally got through to mobiles. co .uk and they have told me that there is no way they can return my handset outside of 14 days.

How does this work now? Vodafone have agreed to cancel, but the retailer won't.

Silk

jtydd wrote: »

Yep, as I suspected. I finally got through to mobiles. co .uk and they have told me that there is no way they can return my handset outside of 14 days.

How does this work now? Vodafone have agreed to cancel, but the retailer won't.

Strictly speaking the only thing you can do is request Vodafone put you back to the contract you took out with mobiles.co.uk or resend the link to the Sky Sports.
The best way to do this is contact the Rep, Lee and ask for his help to do this.

jtydd

Silk wrote: »

Strictly speaking the only thing you can do is request Vodafone put you back to the contract you took out with mobiles.co.uk or resend the link to the Sky Sports.
The best way to do this is contact the Rep, Lee and ask for his help to do this.

But I have been trying to cancel this for a long time, well within my 14 days. they've been postponing me by not returning my calls
and emails. they suddenly begin talking to me after 14 days has passed and tell me i'm over 14 days. not acceptable.

jtydd

Transcript from conversation. Apologies for the length of this


End chat









info: at 9:35:57

You are about to be connected to an upgrade specialist for Vodafone.

Please note they cannot answer general customer service queries relating to your account, if you have a query of this nature please contact customer services.
info: at 9:35:58

You are now connected with an adviser.
Ramone: at 9:36:22

Hello, you are chatting with Ramone, one of Vodafone's upgrade and disconnection specialists.
Ramone: at 9:36:23

How are you today?
Jamie Dormer-Durling: at 9:36:40

Hi. I have an ongoing issue with my account and after 30-40 conversations Vodafone have agreed to cancel my contract outside of 14 days because of me being badly treated.
Jamie Dormer-Durling: at 9:37:03

however, the retailer (mobiles.co.uk) is refusing to take the phone back?
Jamie Dormer-Durling: at 9:37:10

you may need to look at the notes on my account
Ramone: at 9:37:14

‪ohmy‬
Ramone: at 9:37:30

‪Just for your protection and so I can access your account may I take your full name, first line of address, post code and date of birth please?‬
Ramone: at 9:37:30


Jamie Dormer-Durling: at 9:37:45

sure
Jamie Dormer-Durling: at 9:37:57

jamie dormer-durling
Jamie Dormer-Durling: at 9:38:04

xxxxx
Jamie Dormer-Durling: at 9:38:07

xxxxx
Jamie Dormer-Durling: at 9:38:14

xxxxx
Ramone: at 9:38:57

‪Brilliant. Last question, please can you confirm for me your sort code and the amount ofyour last bill with Vodafone?.‬
Ramone: at 9:38:57


Jamie Dormer-Durling: at 9:39:19

xxxxxxx
Jamie Dormer-Durling: at 9:39:22

£38.50
Ramone: at 9:40:45

‪thank you‬
Ramone: at 9:42:36

That matches our records! Thank you for verifying your details.
Jamie Dormer-Durling: at 9:42:48

I'm not sure what to do now, as vodafone have told me to return the handset to cancel the contract, but the retailer is saying i cannot return it
Ramone: at 9:43:31

‪are you out side the cooling off period ?‬
Jamie Dormer-Durling: at 9:43:36

yes.
Jamie Dormer-Durling: at 9:44:06

but vodafone have authorised the cancellation of the contract because I have had such bad service
Jamie Dormer-Durling: at 9:44:10

there is a note saying this
Jamie Dormer-Durling: at 9:44:14

on my account
Ramone: at 9:44:49

‪Ok , let me pass you to the In-Life department , please bear in the chat‬
Jamie Dormer-Durling: at 9:44:58

ok
Ramone: at 9:45:16

‪thank you , bye‬
Jamie Dormer-Durling: at 9:45:21

bye
info: at 9:45:41

Please wait while I transfer the chat to the appropriate group.
info: at 9:45:42

You are now connected with Olivia.
Jamie Dormer-Durling: at 9:45:48

Hi
Olivia: at 9:46:17

‪Hello, you're chatting with Olivia, I'm one of Vodafone's Web Chat In-Life specialists ‬
Olivia: at 9:46:17

Please bear with me a moment whilst I read through your conversation with my colleague.3
Jamie Dormer-Durling: at 9:46:36

ok. You'll need to have a look at the notes on my account too
Olivia: at 9:47:43

‪Ok Jamie. Unfortunately I am unable to cancel contracts free of charge. I will pass you to customer services who can help further.‬
Jamie Dormer-Durling: at 9:47:59

ok
info: at 9:48:03

Please wait while I transfer the chat to the appropriate group.
info: at 9:48:05

You are now connected with Steve.
Steve: at 9:48:10

Hello, you're chatting with Steve, one of Vodafone's online customer service specialists. Allow me a moment to go through the conversation you had with the representative who transferred your chat over to me
Jamie Dormer-Durling: at 9:48:23

Ok, you'll need to have a look at the notes on my account too
Steve: at 9:49:18

‪I would like to share that we have moved your account to our new billing system and hence I do not have access to your account. However please be online as I will now connect you to the team who has it and they will sort this out for you.‬
Steve: at 9:49:19

‪Thank you. Please stay connected while I am transferring this chat to the concerned team. I appreciate your patience. Please note that due to high chat volume today, this may take up to 4-5 minutes so please do not end the chat from your end.‬
info: at 9:49:24

Please wait while I transfer the chat to the appropriate group.
info: at 9:51:24

Thanks for your patience - your approximate wait time is 0 minute(s) and 8 seconds.
info: at 9:53:24

Thanks for your patience - your approximate wait time is 0 minute(s) and 8 seconds.
info: at 9:55:24

Thanks for your patience - your approximate wait time is 0 minute(s) and 5 seconds.
info: at 9:57:24

Thanks for your patience - your approximate wait time is 0 minute(s) and 3 seconds.
info: at 9:59:24

Thanks for your patience - your approximate wait time is 0 minute(s) and 4 seconds.
info: at 10:00:41

You are now connected with Allan.
Allan: at 10:00:52

Hello, you're chatting with Allan, one of Vodafone's online customer service specialists. How may I help you today?
Jamie Dormer-Durling: at 10:01:37

I'm not sure what to do now, as vodafone have told me to return the handset to cancel the contract, but the retailer is saying i cannot return it
Jamie Dormer-Durling: at 10:01:50

please check the notes on my account and the rest of this conversation
Jamie Dormer-Durling: at 10:02:06

vodafone have agreed to cancel my contract, the retailer (mobiles.co.uk) are refusing to take the phone back
Jamie Dormer-Durling: at 10:02:25

vodafone agreed to return the phone outside of 14 days because of a series of ongoing issues
Allan: at 10:02:27

‪As i understand you wish to cancel the contract?‬
Jamie Dormer-Durling: at 10:02:42

yes
Jamie Dormer-Durling: at 10:02:47

i have been told I can
Jamie Dormer-Durling: at 10:02:51

there is a note on my account
Jamie Dormer-Durling: at 10:03:01

to say that the contract will be cancelled when the phone is returned
Allan: at 10:03:04

‪Sure i will check that for you.‬
Jamie Dormer-Durling: at 10:03:15

but the retailer are refusing to take the phone back
Jamie Dormer-Durling: at 10:03:35

I have now taken out another contract with another provider because of the assurances i was given that the conract would be cancelled
Jamie Dormer-Durling: at 10:03:42

this one needs to be cancelled
Allan: at 10:03:56

‪May i know your Date of birth and 1st line of address with postal code please?‬
Jamie Dormer-Durling: at 10:04:02

xxxxxxx
Jamie Dormer-Durling: at 10:04:12

xxxxxxx
Allan: at 10:05:32

‪Thank you for the information.‬
Allan: at 10:07:43

‪Give me 3-4 minutes while i check the notes.‬
Jamie Dormer-Durling: at 10:07:46

ok
Allan: at 10:11:05

‪Thank you for your patience.‬
Allan: at 10:11:31

‪Please let me know have you purchased the phone from Vodafone or Carphone?‬
Jamie Dormer-Durling: at 10:11:47

mobiles.co.uk which is owned by carphone.
Jamie Dormer-Durling: at 10:11:55

I was tiold to return the phone to them
Jamie Dormer-Durling: at 10:12:01

but they will not accept it back
Jamie Dormer-Durling: at 10:12:41

I have just spoken to them on the phone. They have now emailed me to confirm that it cannot be returned
Jamie Dormer-Durling: at 10:12:56

Hi Jamie, Thank you for your call today. I am afraid we are not able to take a return on your contract for two reasons; Firstly you are outside your 14 day cooling off period with our company, and as the handset has been used and locked to Vodafone we would not be able to accept a return without taking a substantial loss on the value of the handset. Secondly If we submitted a disconnection for the contract this would be automatically rejected by the network for being outside of 28 days. If the termination did somehow go through it would produce an early termination fee on your bill for the full amount of the contract. Please accept my apologies for any inconvenience caused by this. Kind Regards, Johnathan
Jamie Dormer-Durling: at 10:13:13

That's the email from them
Allan: at 10:15:43

‪Jamie i am afraid you will have to speak with the carphone team as we do not have any information about this . Please contact them as they will be the right people to let you know.‬
Jamie Dormer-Durling: at 10:15:57

I just have! they cannot cancel it!
Jamie Dormer-Durling: at 10:16:01

they told me to speak to you
Jamie Dormer-Durling: at 10:16:36

they will not cancel you have the power to cancel the contract, not themn
Jamie Dormer-Durling: at 10:16:56

this needs to be resolved now
Allan: at 10:17:09

‪As you have purchased the phone from carphone warehouse you need to return it to them.‬
Jamie Dormer-Durling: at 10:17:21

My bill is due tomorrow and I've cancelled my direct debit. i'm not paying for this and i am not going to ruin my credit
Jamie Dormer-Durling: at 10:17:27

THEY WILL NOT TAKE IT
Jamie Dormer-Durling: at 10:17:28

Hi Jamie, Thank you for your call today. I am afraid we are not able to take a return on your contract for two reasons; Firstly you are outside your 14 day cooling off period with our company, and as the handset has been used and locked to Vodafone we would not be able to accept a return without taking a substantial loss on the value of the handset. Secondly If we submitted a disconnection for the contract this would be automatically rejected by the network for being outside of 28 days. If the termination did somehow go through it would produce an early termination fee on your bill for the full amount of the contract. Please accept my apologies for any inconvenience caused by this. Kind Regards, Johnathan
Jamie Dormer-Durling: at 10:17:37

You speak to them
Jamie Dormer-Durling: at 10:17:41

you tell them with authority
Jamie Dormer-Durling: at 10:18:22

do you understand that I have tried returning the handset to them and that they will not take it?
Allan: at 10:19:16

‪I understand this completely. But when did you contacted them was it before 14 days or after 14 days?‬
Jamie Dormer-Durling: at 10:19:22

after
Jamie Dormer-Durling: at 10:19:27

i just contacted them
Jamie Dormer-Durling: at 10:19:54

vodafone told me 4 days ago to return to carphone. I went to carphone store. they wouln'dt take the phone saying it belongs to mobiles.co.uk
Jamie Dormer-Durling: at 10:20:10

today i phone mobiles.co.uk and they say they cannot return it as it is outside 14 days
Jamie Dormer-Durling: at 10:20:15

i now it is outside of 14 days
Jamie Dormer-Durling: at 10:20:29

vodafone told me that they would cancel the contract outside of 14 days
Jamie Dormer-Durling: at 10:20:35

because ei was treated so badly
Jamie Dormer-Durling: at 10:21:00

I have audio recordings of the phone conversations where they told me these would be cancelled
Jamie Dormer-Durling: at 10:21:04

i will take this to a solicitor
Jamie Dormer-Durling: at 10:21:16

i have recorded all of the chats I have had online
Jamie Dormer-Durling: at 10:21:27

i have tried cancelling this for such a long time
Allan: at 10:22:35

‪I understand . Please give me a minute . Let me check it what possible option i have for you.‬
Jamie Dormer-Durling: at 10:23:27

there is only one option. I was told the contract would be cancelled, so I purchased another phone elsewhere. This contract must be cancelled. I have an audio recording and two chat boxes recorded showing you saying that it would be cancelled.
Jamie Dormer-Durling: at 10:23:35

it needs to be cancelled. that is the only option.
Jamie Dormer-Durling: at 10:23:43

legally you are found to cancel it
Jamie Dormer-Durling: at 10:23:48

Bound
Jamie Dormer-Durling: at 10:23:59

if you do not cancel it you are breaking the law
Jamie Dormer-Durling: at 10:24:48

This chat recording along with all the others is going straight onto an ongoing thread on watchdog, money saving expert.com and the vodafone eforum
Allan: at 10:26:14

‪Jamie, as you have purchased the contract and the handset from Carphone warehouse. You need to contact the Carphone warehouse to return it.‬
Jamie Dormer-Durling: at 10:26:29

can you read?
Jamie Dormer-Durling: at 10:26:39

can you read what i said two minutes ago
Jamie Dormer-Durling: at 10:26:45

carphone will not take it back
Jamie Dormer-Durling: at 10:26:46

Hi Jamie, Thank you for your call today. I am afraid we are not able to take a return on your contract for two reasons; Firstly you are outside your 14 day cooling off period with our company, and as the handset has been used and locked to Vodafone we would not be able to accept a return without taking a substantial loss on the value of the handset. Secondly If we submitted a disconnection for the contract this would be automatically rejected by the network for being outside of 28 days. If the termination did somehow go through it would produce an early termination fee on your bill for the full amount of the contract. Please accept my apologies for any inconvenience caused by this. Kind Regards, Johnathan
Jamie Dormer-Durling: at 10:26:49

aaarrrrggg!
Jamie Dormer-Durling: at 10:27:08

VODAFONE NEED TO CANCEL THE CONTRACT
Jamie Dormer-Durling: at 10:27:34

you told me you would do it and i have evidence of this
Jamie Dormer-Durling: at 10:27:38

it needs to be done
Allan: at 10:34:31

‪Let me connect you to the concern team to who can help you with the cancelation. As your are out of 14 days you need to pay EFT(Early Termination Fees) of £754.60.‬
info: at 10:34:40

Please wait while I transfer the chat to the appropriate group.
info: at 10:34:41

You are now connected with Rachel W.
Rachel W: at 10:34:56

‪Hello, you are chatting with Rachel, welcome to Vodafone Web Chat In-Life team :-)‬
Rachel W: at 10:34:56

Please allow me a moment to read through your conversation with my colleague.
Rachel W: at 10:36:54

‪Jamie I have had a r3ead through the above chat, as the contract is with CPW we would be unable to cancel‬
Rachel W: at 10:37:03

‪You need to dispute this with them‬

Enter text here...
Send

jtydd

Who is this Lee from Vodafone? How do I contact him?

Silk

jtydd wrote: »

But I have been trying to cancel this for a long time, well within my 14 days. they've been postponing me by not returning my calls
and emails. they suddenly begin talking to me after 14 days has passed and tell me i'm over 14 days. not acceptable.

You bought the contract from mobiles.co.uk, it is them you should have cancelled the contract with not Vodafone and not CPW.
If you wanted to upgrade the contract this should have been done also through mobiles.co.uk.
The problem now is you are out of time with the 14 days and also have the problem of the used phone

Silk

jtydd wrote: »

Who is this Lee from Vodafone? How do I contact him?

The rep who posts on this thread :rotfl:

Follow the instructions such as post 3124
when you get an automated reply come back here and post the ref number