Vodafone complaints

Silk

eagle wrote: »

Hi,

I'm sorry but I haven't seen a reply to date. When was it sent, Lee?

Thanks.

He didn't say it was sent ...he said he would get back to you asap

davidjsmith1965

Upon receiving my phone but before porting my old number over from 3 I lost access to the internet. On contacting vodafone this appeared to be a billing problem where a direct debit had not paid the monthly bill. This took two days to resolve with payments from two separate credit cards. Following this I requested that my number be ported over from 3 at which point I once again lost access to the internet but I could also no longer make or receive calls. My first attempt to resolve this resulted in being left on hold until 8pm at which point their lines closed. Starting again the next day I was eventually passed to the porting team who told me that this would take 24-48 hours to resolve. Four days later I still had an unusable phone. I then spent almost 40 minutes on the phone to one of their agents who after running through all the notes with me and speaking to the porting team passed me on to the porting team who after keeping me on hold and then answering the phone had no idea what my complaint was and wanted me to go over the problem again. As I started to explain the line went dead and it took over half an hour to get through to one of your operators again and I had to start the process all over again. The new operator could find no reference to my porting request in my notes and wanted me to start the porting process again (luckily I was able to rescue my original porting code from a rubbish bin). I have now been told that it will take three days to resolve this issue. Just want to cancel my contract and get a woking phone from someone else. Surely they are in breach of contract?

Aye_Up

I am losing the will to live in respect of my situation with Vodafone. I ordered 2 S6 Edge 128GB handsets just under three weeks ago. I have been spun so many stories I don't even know where I am at. The handsets were delivered finally on Friday 31st, one came in the proper unsealed Samsung packaging, the other was delivered in a white box marked as "new" when it couldn't be further from the case. That device had no screen protector in it, it was shipped in somethng the size of a money bag. The handset is what I would consider as nearly new stock, having tried out a phone before.

I have had umpteen problems in terms delivery, cost, discount, bill credit the list goes on. I have lost about 4 or 5 days work as a result of this monumental cockup. I was expecting my replacement handset to be with me today (Tues 4th), I called today to confirm and was advised the order had failed. This wasn't the first time either, apparently its now gone off to admin who will process the order manually. There is so much wrong with my account it would Einstein a headache.

I want to see an end in sight, yet I don't trust what your colleagues say, I have been let down so many times I am genuinely thinking of leaving, there are stronger words I could use to describe the situation, I shall restrain myself.

Can someone sort this problem out? I am speaking to too many people, no one seems to be getting a handle on my situation.

This contract and phone is actually costing me money and I don't have the bloomin phone yet, I can't keep taking days off to wait for a delivery.

Please help sort it out and pronto!

Youngsy1980

Cannot believe just how little the customer service staff at the Vodafone call centre care about solving customers' problems. When I upgraded in April, I was told my 20% discount would remain on the account for the next 2 years, it was removed and no-one told me in the 20 or so calls I made since that it had gone and this is why my bills were higher. I was even told by one particularly confused lady that the discount was still on there, that I should only pay what I thought I should pay, only to then be told the next month that my account was in arrears. I had previously had to cancel my direct debit due to the fact that Vodafone had, 2 months in a row, either taken double the bill (later refunded) or charged me twice (also refunded).

I am now being told my discount will not be applied again (I would have gone with a far more attractive deal with O2 if this discount wasn't available) as I didn't ask for it within 30 days and out of 'fairness to all of our applicants who have beendeclined on these grounds'. The first call I made on this was certainly within 30 days, now I just get stock answers from people who could not care less.


Less importanly, the automatic system tells me my PIN is wrong every time I call, meaning I have to go through the rigmorole of listening to the same message 3 times telling me a PIN I know is correct is wrong (it has been confirmed as correct by numerous staff).


I have been promised call backs that have not happened, I have been 'connected to a manager' only for the line to go dead. I was only told that the discount had gone last week after complaining on Twitter and finally getting a phone call.

Please help resolve these issues, I should not be out of pocket because of the incompetence of Vodafone customer services staff. The cost to me over the next 2 years will be significant.

Vodafone

Hi all,

TylerDurdenism, eagle and juno - I replied to your emails on Monday.

ajstephe - I'll check your email reference number to see what's happening with your number transfer.

114894dk, davidjsmith1965, Aye Up and Youngsy1980 - If you still need help with your accounts, email me via the contact details provided in post 3462 above.

Kind regards,

Lee

Social Media Comms

Vodafone UK

eagle

Vodafone_company_representative wrote: »

Hi all,

TylerDurdenism, eagle and juno - I replied to your emails on Monday.

Hi Lee,

I'm very sorry but I have no record of your email - are you able to resend?

Many thanks again for looking at my issue.

EDIT: I think it could be my email address that is blocking your messages. Have submitted a new request under an alternative email address which has since generated this reference number: 11089733

Tyler_Du

VF rep I've raised an issue WRT135 [#11093165]

Bollotom

I think Vf is actually run from a backstreet bedsit in Pinner by a lad and his Granny. Stiflingly useless at everything except BS which they excel at. :cool:

piscass

Nodafone
Hi All,
Just wanted to share my experience with this awful company.
Ordered a mobile PAYG phone last week. received an email to pick up at the shop. So I drove a reasonable distance 10 miles to collect.
Spent 30 minutes going through all this credit check etc, this was a PAYG phone?.
Then the sales assistant says "there is a problem with the system".
Rings office and they tell me the system is down and you cannot have the phone, because they cannot scan it.
So waited all afternoon and finnaly received a phonecall , I was thinking oh great the systems are up. "No" he says "they are still down". So no phone and no way of getting it from the shop. I am not sure if they have a taken the money, if so, the only option I have is to go down the root of a fraudelent transcation, because it seems the customer service root is not worth attempting, they were very polite on the live chat but with no real substance.

Regards,
Mr Lewis

Billy_Halliday

Last week I had an issue when paying my Bill on-line, it said it was successful and I even got an e-mail telling me that they had "received payment and it was being processed". The next day I got a text telling me I would be cut off if I didn't pay the bill!!!

On further investigation it seems the payment wasn't made after all, this made me very nervous, as someone who has been a victim of identity fraud already to the tune of many thousands of pounds. I contacted Vodafone,and they have no interest in the issue what so ever, with one department even telling me I would have to pay the Bill before I could speak to anyone else!!!!

Since then, I have spent over 4 hours on the phone trying to get some answers, being given everything from duff information right up to downright lies, from all departments, but none worse than the Customer Relations Department.

What could have been dealt with very easily, has turned into a complete joke. I would like an explanation as to why the original payment issue arose, but my complaint is now about how all the other departments, especially Customer Relations have dealt with me as a customer. Last week I was looking at what phone I was going to upgrade to,now I can't wait to leave.

Mr Hoencamp, if you do read all the feedback on "Askjoreon", as the website states, I would like to think that you are embarrassed by your company and your Customer Relations team.