Vodafone complaints

Anon

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"

Ashley.

:eek: blimey, that is going over your allowance by some margin - how much data did you use (or do they claim you use, if you are disputing it)?

Abby_Normal

Vodafone customer service.
These people either deliberately choose to completely ignore what you are trying to explain to them or they genuinely do not have the capacity to understand.


I feel like I'm being impisoned by a tyrannical regime with these people and they really need to be held accountable for their behaviour.


Rather than explain the situation I'm in with these crooks I shall copy and paste a letter that I recently wrote to them:




Dear Sir/Madam,




I am writing in the hope of resolving an issue regarding an apparent Vodafone account, the account number being given as: *********.
The mobile phone number which corresponds to this account is given as: ***** ******.

The issue is as Follows:

Back in about November 2012 I took out a Vodafone 2 year pay-monthly contract.
I do not have account details of this contract but the mobile phone number was: 07833 665284.

Just before the 2 year contract was due for renewal in November of last year (2014) I contacted customer services to request that I end this contract but switch over to pay-as-you-go, keeping the same phone number.

This request was acknowledged, and I was informed that the process would be dealt with.

Shortly after the date of this proposed switchover I tried topping up my phone with PAYG credit but was surprised to find out that the aforementioned number did not exist.

When I contacted customer services to enquire upon this I was told that neither the number (07833 665284) or my personal details were on the system.

My only concern about this at the time was that I wanted to retain the same phone number, but as this was no longer possible I left it at that and then decided to take out a PAYG sim with a different service provider.

What then followed was that in the subsequent months Vodafone was still collecting money from my bank account albeit a less amount than previously.

As a result of having difficulty reaching customer services by telephone, I proceeded to make an inquiry about this at my local Vodafone shop who upon being given my personal info managed to find details of the account in question (686953249) and advised me to contact customer services by phone using the information they had given me after I explained to them that I had no knowledge of this account.

When I managed to contact customer services and give them the account details I was informed that this was a ‘sim only’ contract that had been running for the last 2 years.

I explained to them that I had no knowledge of this account and that when I took out the 2 year contract with Vodafone it was for one account and one phone number only, not two.

So it appears that for 2 years I was paying a monthly lump sum for 2 contracts without any knowledge of this while assuming that the additional cost on top of my monthly contract payments was for going over my minutes/data limit.

After explaining this to customer services I was then informed that the account would be closed and that the matter would be investigated in order that I may possibly receive a refund of the money that had been collected from my bank account without my knowledge.

It now transpires that the matter was not dealt with as I received another bill by email (showing only the account number’s last 4 digits) which led me to block any further attempted transactions by Vodafone from my bank account.

Since then, I have received a letter from Vodafone asking for payment of an ‘outstanding balance’ and the suspension of the account – the account I neither knew that existed, that I never asked for and who’s number I could never have used because I had no knowledge of that either.

I have also received a letter from Fredrickson International regarding this as the details of this have been passed on to them by Vodafone – I have since made a telephone call and have spoken to an assistant at Fredrickson to explain the situation.

I very much hope that this letter is heeded and that you can take time to try and resolve this situation and I look forward to hearing from you soon.



Yours sincerely




Suffice to say I have yet to hear from them and get this... Since sending the letter I have been on the phone with them again - again being told that it would be dealt with, albeit they only said that the 'account would be closed' but here's the kicker... They only had the audacity to ask me if I was interested in taking out tablet contract that they currently have on offer!!! Wow, what a kicker that was!
Lo and behold, today I receive yet another email entitled 'Your Vodafone Bill' asking for even more of my money that they are not entitled to. So I obviously didn't get through to the cabbage on the other end of the phone this time either!
Well I really am at the end of my ropes with these people and I can see some kind of legal battle tramspiring in the not-so-distant future.


The moral of the story is... Never, ever under any circumstances whatsoever use these criminals.
I'm on EE now, a completely different kettle of fish right there.

Abby_Normal

Cloverleaves wrote: »

I feel absolutely outraged, furious, you name it.

I know very well the fury you feel. I hope this gets sorted for you.

Silk

Abby_Normal wrote: »

The moral of the story is... Never, ever under any circumstances whatsoever use these criminals.
I'm on EE now, a completely different kettle of fish right there.

Talking of criminals ....it's not a good idea to post your details such as phone numbers and account numbers on a public forum !
It would be best to edit out the details otherwise the wrong type of people will put them to good use.

Abby_Normal

Silk wrote: »

Talking of criminals ....it's not a good idea to post your details such as phone numbers and account numbers on a public forum !
It would be best to edit out the details otherwise the wrong type of people will put them to good use.

I did think about that but then I thouht what the hell as it's not really my account as far as I'm concerned.
But you are right and I have edited the details.

Vodafone

Hi foxyuk, gtaz, Ms-Monney-Penny, Cloverleaves and Abby Normal,

So we can take a look at what's happened, 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.

Hi jtydd,

Your agreement was set up via mobiles.co.uk and it would need to be cancelled or amended by them also.

Although we're providing your network and airtime, your handset and agreement is provided by mobiles.co.uk.

We've received your email and we'll be in touch to advise you of the options we have available for you.

Hi Stevent0302 and buddyjack7,

Thanks and I can see we've received and responded to both of your emails.

Hi Tom R,

The only way a repair can be done under the manufacturers warranty is if the store leave notes on the account saying that the phones screen was not damaged at the time it left the store.

We'll be happy to contact the store on your behalf if you contact us using the link above.

Hi Anon,

Please provide us with the reference number from the automated response when you emailed us, we'll check we received it.

The reference number will be in the subject line and will appear as [#100xxxxx].

Your SIM should have been activated at and by the point of sale as we're only able to activate SIMs obtained directly through ourselves.

Hi Thanh,

Thanks for letting us know your query has now been resolved.

Hi runmichellerun,

Please provide us with the reference number from the automated response when you emailed us, we'll check we received it.

The reference number will be in the subject line and will appear as [#100xxxxx].

Hi ashleymillerman,

So we can see why the bill has jumped to that amount and what options we have, please contact us using the link above.

Hi MaffyD,

I can see we've received your email and we'll be in touch shortly.

DaveCD

Lioness_Twinkletoes

mobilejunkie wrote: »

Then I guess you'll learn the hard way, as Mikeyscotland and a legion of others have.

Just thought I'd let you know that I have finally received a satisfactory outcome from Vodafone. Took two letters, but I've received a written apology and compensation.

runmichellerun

My response number was #10064406. Thank you.

jtydd

Vodafone_company_representative wrote: »

Hi jtydd,

Your agreement was set up via mobiles.co.uk and it would need to be cancelled or amended by them also.

Although we're providing your network and airtime, your handset and agreement is provided by mobiles.co.uk.

We've received your email and we'll be in touch to advise you of the options we have available for you.

---

I realise I have hit a brick wall Lee, because of the contract not being provided by Vodafone. What I expect is my contract to be returned to the original £38.50 which I should rightfully and legally be on, and compensation for the 15 hours I have spent on the phone with useless Vodafone staff trying to move my contract back to the original £38.50 pm.

(Incidentally I am still paying for the Sky Sports App according to my plan and it still doesn't work)

I also need all of the call charges to customer services removed, a refund for the petrol money for the three trips i made to Carphone to try and return the phone on Vodafone's instructions, and a written apology.

If I get all of this I will cease action through the ombudsman, which is currently ongoing.

I have reinstated payments simply because I don't want to ruin my credit. I feel like I've been bullied by gangsters.

Jamie

kingrulzuk

When i was backpacking in india i did use Vodafone.IN
the network was just 2G and 3G but it was good and the CS was way better then UK.I did not have any problems for 6 months i was there. and very good offers when one topup. easy to topup too.
I dont understand why dont Ofcom name and shame vodafone. so that the public stop using them and then Vodafone will take the finger out of their a** and do something about it.