Vodafone complaints

Vodafone

Hi Loosetooth,

Thanks for updating the thread to confirm that your complaint is now resolved.

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Lee

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Vodafone UK

bubblybaby4

I hope I'm doing this right, I need some help with a problem with Vodafone. My dad is 70, he thought he would have a go at upgrading his mobile online, Bless!!!! he found a new mobile and put it in his basket and it was going to cost him £13.00 a month. However something happened to his order it sort of got stuck in his basket online and he kept getting reminders to check out, in the end he called me and asked me to find out. I phoned Vodafone who said yes there was a problem, and we cancel the new phone etc and agreed that he didn't need a new phone so we went for an £8.50 sim only deal - we went for 100mins, unlimited text and 100mb of data as that was the least he could have. I double checked that the phone order had been cancelled and that the sim only would be his upgrade. This they agreed with. He was happy, he picked up the sim card from our local Vodafone shop, and all seemed fine........big mistake...... 2 weeks later the new phone arrived. I phoned Vodafone (by now it was agreed that I would be able to talk on his behalf) they apologised and said they would send an envelope to return the phone and I reiterated that he wouldn't be charged for this and was assured that he wouldn't. This then took 4 calls over a fortnight to get them to do this. We finally returned the phone in the bag, and thought that was the end of it. but oh no. next bill arrives and it is for £20.40 over double what we have been expected. I have phoned every few days to try and sort it this has now been going on since April, I have spoken to all and sundry, they told me to expect a call originally in 7 days after it had been investigated, guess what no call. I called them on Thursday a very nice man said he had sorted it, but that there was no 8.50 sim only tariff it has always been 9.50 I said fine just sort it out. He then said that it was all sorted but the upgrade date was wrong. We has a 12m sim only contract but the upgrade was saying 24m, he said he would call be back on Friday with the upgrade team to finally sort it out hurrah but No call - I phoned today Monday 22 june and was told by some woman who really couldn't care less or at least that was her attitude, she argued that she could bring the cost down to 13.00 but no less. I got cross and said no way, 13 for the bare minimum so she offered to arrange to listen to my calls to see if it was ever mentioned at 8.50 then she said I would have to wait 7 days for the privilege of getting an answer. I am getting so fed up, my dad is getting more and more worried, he is a pensioner who doesn't need this upset, he only has the phone so that we can keep an eye on him... please is there anyone who can help x Thank you in anticipation Paula

mobilejunkie

Follow the instructions to globalds in the previous post.

Vodafone

Hi Paula,

Thanks for making me aware of this.

As suggested by mobilejunkie, email me via the contact details provided in post 3392 so I can help you and your dad further.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Cloudane

Went back to Voda for a bit (first time in a while) as it was nice to have a reliable 2G signal that works indoors. That's the only problem with EE and Three - their 3G are fantastic but say you go indoors, your signal disappears completely (no 3G, no 2G, no nothing, because it's all 1800-2100mhz and doesn't penetrate walls) and the 2G is mostly GPRS (too slow, apps time out) instead of EDGE so whenever you go out of 3G range you're without any form of internet. At least Voda's EDGE is usable and I'd rather have very patchy 3G but a permanent usable 2G signal (Voda) than excellent 3G but completely useless 2G (EE and especially Three)

Unfortunately today annoyed me enough to switch back to EE regardless. Already obtained and used my PAC. I ran out of "Extra Data", and whilst there's a low data warning text it only applies to the "freebee" or whatever they call it now. I've noticed this before, as it'll text me to say "your data is about to run out" even though I still have another 500 extra, because it just doesn't take into account the Extra addon at all. So without any warning whatsoever, I was suddenly notified "your balance is £0.02" and then "hope you enjoyed chewing through your 50MB cos it'll cost you 10p/MB now" (phrased in a way I found to be a bit of a slap in the face to receive AFTER it'd drained all of my credit with no prior warning!)

Along with things like £2 mysteriously going missing once before (appears it may have nabbed it for the daily 50MB in the 15 minutes it takes between buying an addon and it actually taking effect) I've had enough. I don't know what Vodafone's systems are, but they seem archaic and extremely clunky and you just eventually get fed up of your credit dwindling through no (or very little) fault of your own.

I hate that kind of thing and have very little tolerance for it. Yes if you kick up a fuss with CS sometimes they'll credit your account with what you lost, but it's too much hassle.

terriandaaron

I am having a terrible time with vodfone, I cancelled my contract with them back at the beginning of the year and have been chasing them ever since when they keep billing me.


Every month I go through the same process of phone calls chat and emails and get no where, they know I've cancelled but apparently have a new computer system which means its not going through or some rubbish, eventually I stopped my direct debit as I was paying month after month for something I didn't use but there still billing me and reporting my account as in arrears


Ive been promised refunds numerous times, that never materialise one person tells me its shut the account then the next its still open, they locked me out of my online account so I cant even check !
I even wrote to them by post, they ignored that or just direct me back to another chat window, getting nowhere ....help !

mobilejunkie

Now you're external credit files will be wrecked.

Follow the constant recommendation and contact the Web Relations Team as repeatedly instructed on this thread.

Rainbow15

I've also been having a terrible time with Vodafone over the last couple of weeks. I was all set to leave, but was offered a really good deal on a Samsung Galaxy S5 - £21.75 a month for 1000 minutes, unlimited texts and 3GB data with a free handset, which I decided to take and upgraded on Monday 29th June. I was told I'd have the phone the next day. It didn't arrive on the Tuesday, or the next day, so I talked to an online adviser, who said they had added a note that it needed to be delivered urgently to my account. The order confirmation email I had received said I would have the phone delivered to me by DPD in 2-4 days, so I thought I'd give them more time, but again on the Thursday I spoke to an online adviser and got the same response, being told I'd have it delivered on the Friday morning.


Friday morning came and went, and still no sign of the phone. First I spoke to an online adviser again, who said it was going to be another 3-5 days for delivery. The problem here was that I was a full-time student (graduated on Thursday 9th July), and I was moving out of the delivery address I had provided on Friday 10th July, so I might not even be here to receive the phone by the time it arrived. I spoke to customer services on the phone in addition, and was told that the reason I hadn't received the phone was because it wasn't in stock. If that was the case, why hadn't I been told, and why did it say online that it was in stock to order online? I spoke to an online adviser again from the upgrades team, and was told it was in stock. Just as I asked why it hadn't been delivered to me if that was the case, why hadn't it been delivered? I got disconnected from the chat and gave up for the day as I had to go to work.


The next day I tried ringing customer services again, and got an adviser who told me to report him if he didn't sort this whole thing out. He said he'd give me a call back on Tuesday to let me know what was going on and he apologised for the terrible experience I'd had with customer services.


On Monday this week (6th July), I tried customer services again. The adviser I spoke to put me on hold while she went to speak to the warehouse and when she came back said the phone would definitely be delivered on Wednesday. I phoned them again on Tuesday to make sure this was the case, and received a text from the adviser I had spoken to the previous Saturday, saying the order would be processed this week.


What a surprise then, when I didn't receive the phone on Wednesday! I phoned customer services again, and was first told that orders were being processed manually at the moment so it was taking a while, and then told me that it was out of stock. I was told I'd receive a text saying when it was back in stock and that nothing could be done until then. They couldn't change the delivery address until it was back in stock and dispatched and had a consignment number from DPD. I had made it pretty clear that I was moving out of the delivery address I had given them, and had I known this would happen, and that I wouldn't receive the phone the next day as promised, I wouldn't have given them that address.


So on Thursday I thought - what if I cancelled the order for a phone that is actually in stock? I asked if it could be changed to a HTC One M8, for which I was offered £20 a month for 1000 minutes, unlimited texts and 3GB data, and was told all three colours were in stock. The sales adviser said he'd have to do a bit of leg work, but it should be fine, and he'd let me know if there was a problem, and if the new order had gone through, both by text and email, and I should receive the HTC One M8 at my home address the next day. Lo and behold...nothing, no text or email, no phone delivery. So I phoned again yesterday. The sales adviser I spoke to this time said the order for the Galaxy S5 hadn't been cancelled yet and they'd been having problems with orders recently, but he would escalate it with his manager and I'd hear soon whether the order had been cancelled and if I needed to re-order the HTC One M8. I'm beginning to wonder if I will actually get my new phone before my contract is up on 29th July? It's already nearly been a fortnight since I upgraded and was promised next day delivery and there is no sign of any phone being delivered.


I'm at the end of my tether with all of this - I have been a Vodafone customer for the last four years, and was offered the good deal for my loyalty, but it's being severely tested at the moment. I don't feel like Vodafone customer services really know what they're doing, and I feel like nobody is trying to deal with the issue and I'm just being fobbed off and messed around. It's pushing me to look at what other networks can offer. I just want all of this to be resolved and I'm not sure how exactly that is going to happen.

Silk

Rainbow15 wrote: »

. I'm beginning to wonder if I will actually get my new phone before my contract is up on 29th July? It's already nearly been a fortnight since I upgraded and was promised next day delivery and there is no sign of any phone being delivered.

.

Your contract "isn't up" on the 29th July because you upgraded it on the 29th of June so it will run for the next 24 months unless you cancel

Rainbow15

Silk wrote: »

Your contract "isn't up" on the 29th July because you upgraded it on the 29th of June so it will run for the next 24 months unless you cancel

I was told my new tariff for the upgrade wouldn't actually start until I activate my SIM in the new phone though? The 29th July is when the contract for the phone I currently have was supposed to end, so if I don't cancel it before then I will still be paying for that phone on top of the tariff, is what I meant. I didn't realise I had the terminology wrong.