Vodafone complaints

Vodafone

Hi Juno,

I've escalated this for investigation on your behalf and as soon as there's any developments, we'll be in touch.

Hi faerie_athome

We've received your email and we'll be in touch shortly to investigate your query.

Hi stephen mcdine

I've responded to your other post.

DaveCD

jtydd

Hi Lee from Vodafone!

I have emailed you ref number #10057554

Thanks

Jamie

runmichellerun

Hi Lee - just emailed you via your link. In case you don't get it, the case details are below...

Hi Lee. Are you able to help me at all please? I'm going round the houses here. Have spoken to people on chat, on the phone and submitted a complaint via Resolver website, but not getting anywhere. I can show you transcripts if you'd like them?

I live in a town in Dorset, which has suffered a lot of signal outages - several days at a time - through Vodafone. Through a local Facebook page I understand hundreds of people are affected each time.

The problem I have is that I have a newborn baby and needed to have contact with the world through my mobile.

After the third or fourth time of having the outage, I decided to move contract to O2. however, I am being charged a fee of £81.86 for doing so. I have paid this fee today to avoid a black mark against my credit record.

If I was leaving Vodafone because I wanted to, I'd understand the fee, but the reality is that being a new mother, with a tiny baby, and not having contact with family for several days at a time, was very overwhelming.

I believe that because Vodafone didn't provide me with the service I was paying for, the fee should be refunded to me. I wouldn't have left if it weren't for this issue.

Many thanks in advance.

Cloverleaves

Hi,

I'll try to keep this as short as possible, but I have had an absolutely infuriating two months trying to get something sorted out with Vodafone, and I am absolutely furious, and don't know how to get this thing dealt with.

1. My daughter had a monthly contract with Vodafone. She moved to New York in February 2014, and she arranged that I would take over her phone (i.e. pay the bills, use the phone, and have the legal right to discuss the account with Vodafone). This was all arranged with Vodafone and it worked perfectly well.

2. A few months ago, when it was obvious Rachel was going to be in New York for some time, we decided we wanted to get the account transferred from Rachel's name to my name (i.e. everything would stay the same, but I would be responsible for the contract, rather than Rachel). Vodafone said that would be fine, but we were told they had to speak to Rachel personally, so on 26th February when she was back in England for a couple of days, we called and both of us spoke at great length to the Vodafone Transfer Department. We gave all the details and passed all the security stuff. We were told that everything was fine, and that the transfer would happen either that midnight or the next one. I was given an account number in my name for the phone contract to be transferred to.

3. The transfer didn't happen. If I log into my new account, all I get is "We're making a few tweaks, but it'll be ready soon" or something like that. The phone is still registered in Rachel's name, on Rachel's account, and bills still come to my address, addressed to her (although of course they are paid by me, and have been for the past 14 months).

4. On 2nd March, I called and spoke to Paromita. She said the account hadn't been transferred because the new phone (we'd upgraded the account recently) hadn't arrived with me, though I'd confirmed on the original call - 26th February - that it had. I confirmed it again, and she said the account would be transferred within 48 hours. It wasn't.

5. On 9th March, I called and spoke to Vishil. He said that that (1) we should have been given a password for the transfer (which was not the safe word OR the 4-digit PIN), and since I didn’t have that, the transfer couldn’t go ahead. Then he looked at the new account in my name, saw the details written on it regarding the transfer, and said he would send a message escalating the matter to the back-office TO team who would make the transfer within 48 hours. They didn't.

6. On 12th March I spoke to Hady. I said I wished to make an “official complaint” and he said I should speak to him about it. First he kept me on hold for ages and ages and said he was working on the problem to fix it right now. Then he said the issue had been escalated yesterday (11th) and would now be fixed probably by Friday evening, and definitely by Saturday. He also said I really shouldn't worry, as one day I'd wake up and find it had all been fixed! It wasn't.

7. So I waited and I waited. After all, I'd made it abundantly clear several times to Hady that this was an official complaint (just like the Vodafone website tells you to do). And the website said they would absolutely fix things if you make an official complaint, involving the team manager, operations manager, and Customer Relations team if necessary. But nothing. No response, no attempt to contact me or Rachel. Nothing.

8. So today, 15th April, I phoned again. I spoke to Abhijit. He said he couldn’t speak to me about this because he needed to verify the account the phone's still in with the account holder (Rachel). I explained that Rachel was in New York, but that we'd both talked for a long time with their Transfer Department on 26th February, which was in the notes on the account. I said I wanted to speak to his team manager. He said he wouldn't because he/she wouldn't be able to speak to me because I wasn't Rachel. I told him I also had an account, even if this phone wasn't connected to it. Surely I could speak to the team manager about my own account, which would also have the details of the transfer arrangements. He put me on hold for a long time, then came back and said he refused to put me through to the team manager because I was not Rachel, even though I have an account in my own name as well.

So what to do? If Vodafone had made the transfer as we were originally told it would on 26th February, we wouldn't have any problem. But they didn't, Rachel won't be back in England till next Christmas, so I can't put her on the phone, and even when they aren't asking to speak to Rachel (i.e. phone calls listed as #4,5 and 6 above), nothing seems to change.

I feel absolutely outraged, furious, you name it. Please help!!! All I want to do is transfer the phone contract from Rachel's name to mine. Nothing else would change. If they would bother to look at both the accounts, they would see the same bank account paying the bills, the same address listed. We both talked to the Transfer Office on 26th February. They have the notes. Why on earth can't something this simple get fixed.

I really, really look forward to hearing from you!

ashleymillerman

Ok,

I pay Vodafone 40.00 a month for my service.
I have an i phone 5c
I upgraded my tariff for an extra 5.00 a month to get 12GB of data a month.
no problems with my bills all consistent, always pay on time.
February comes, I call to pay my bill as usual.
£350.00
The reason "you went over your data allowance"

they suggest I set up a payment plan to pay the full amount.
that month i lost my job and had to move in with my parents.
massive blow to me and my financial position.

After my move I contact Vodafone and they suggest I go to the apple shop, get a letter to prove i have been to the genius bar and that vodafone will waver the bill.
the customer service agent in the shop actually told me "either way, you won't have to pay that bill, it's rediculous"

I get the letter, and go back to Vodafone, "call customer services"
i called them, no help what so ever, they blamed apple and suggested i get a refund from apple.

i called again two days later after they have now stopped my phone from making calls. again, the agent was sympathetic but it seems he is tied, can't help me. however to get me back online he sets up a fraud case to stall the network. ten days later they text me telling me they find nothing fraudulent on the account and that my bill is now due for payment, it's now at £400.00 and i have no income at all.

I emailed the CEO and have had no reply, but I just feel helpless, Vodafone do not warn customers of this bill stacking up, and I'm afraid to use my phone incase it happens again.

I need my number because i'm applying for jobs and am awaiting replies. what else can I do?

Ashley.

Silk

ashleymillerman wrote: »

I get the letter, and go back to Vodafone, "call customer services"
i called them, no help what so ever, they blamed apple and suggested i get a refund from apple.....................................................

I need my number because i'm applying for jobs and am awaiting replies. what else can I do?

Ashley.

Why are Vodafone blaming Apple ?


Try contacting the rep as per the posts on this thread

MaffyD

Hi,

My online account is not working and hasn't bneen for some months. I've had various VF reps look at it and had the account deleted and then recreated, but it still won't work properly. As I am paperless billing I need this account to see my statements and control my spending, but at the moment i'm a bit lost.

Lee - hope you can help (again). I've raised a ticket with VF: #10092455

Thanks,
Matt

MaffyD

When did you originally contact mobiles.co.uk to cancel (not query, actually cancel)? If that was within the 14 days then you'll be ok in the end if you kept records and persevere. If it wasn't then I have 2 questions:

1. Why did you wait?
2. Why do you think vodafone themselves would help instead? Always ask the person you give the money to!

mobilejunkie

ashleymillerman wrote: »

Ok,

I pay Vodafone 40.00 a month for my service.
I have an i phone 5c
I upgraded my tariff for an extra 5.00 a month to get 12GB of data a month.
no problems with my bills all consistent, always pay on time.
February comes, I call to pay my bill as usual.
£350.00
The reason "you went over your data allowance"

they suggest I set up a payment plan to pay the full amount.
that month i lost my job and had to move in with my parents.
massive blow to me and my financial position.

After my move I contact Vodafone and they suggest I go to the apple shop, get a letter to prove i have been to the genius bar and that vodafone will waver the bill.
the customer service agent in the shop actually told me "either way, you won't have to pay that bill, it's rediculous"

I get the letter, and go back to Vodafone, "call customer services"
i called them, no help what so ever, they blamed apple and suggested i get a refund from apple.

i called again two days later after they have now stopped my phone from making calls. again, the agent was sympathetic but it seems he is tied, can't help me. however to get me back online he sets up a fraud case to stall the network. ten days later they text me telling me they find nothing fraudulent on the account and that my bill is now due for payment, it's now at £400.00 and i have no income at all.

I emailed the CEO and have had no reply, but I just feel helpless, Vodafone do not warn customers of this bill stacking up, and I'm afraid to use my phone incase it happens again.

I need my number because i'm applying for jobs and am awaiting replies. what else can I do?

Ashley.

Exactly the same as the other customers with problems on Vodafone; contact the Web Relations Team as endlessly advised (with the "how to") on this thread.

However, the fact you went over your allowance is no-one's fault but your own (there are apps so you can monitor useage without needing to check with the network, whose information is rarely up to date in any case). The fact you have no money is nothing to do with the network (you should have thought about that before entering into any contract); would the taxman, your local authority, your telephone company or car loan company etc. etc. care if you had no money?

There are other ways to make cheap calls and send emails without a mobile phone. It costs you nothing for prospective employers to call you. You need to re-evaluate and reduce all your costs where you can until you can secure an income; mobile phone costs can be controlled but money you owe is simply that.

Vodafone isn't a great network to deal with when you have a problem, but the Web Relations Team on here always try to help.

Anon

Silk wrote: »

Try contacting the rep as per the posts on this thread

From what I can see the reps (Lee or DaveCD) seem to have success in helping resolve issues, but unfortunately they have not been very active on this thread or others for the past week or so (possibly due to volume of issues, or on holiday etc?). As a result, they may be able to help but it is not necessarily a quick solution (particularly if anyone was working with a 14 day cancellation period).