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Vodafone complaints
Comments
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Hi Lee
I was wondering if I could get some support from you regarding an on-going complaint I have which isnt going anywhere and hasnt been now for 6 Weeks as of today.
Its regarding a Direct Debit that Vodafone state is active on my partners account however for August & September no payments have been requested and we've actually spoken to our bank and they confirmed no mandate has been setup.
I called last night and after waiting 50 minutes for an agent called Lwando to answer he placed me on 2 x 10 minute "silent holds" then after apparently speaking to his manager he put me back in the genral que. I know this is where he put me because he actually answered and after claiming he couldnt hear me he cut me off.
In short I'm very very unhappy with the level of service provided so far by Vodafone because not only am i being fobbed off im not receiving promised updates or anything regarding the issue I've raised.
Would it be possible for you to investigate this further for me if i can email you the account details and complaint number ?0 -
Ive had a terrible time with Vodafone today !
My son has a contract (on my account, i have a phone too) on his iphone 6 with 9gb of data. It costs him £54 a month.
He uses a lot of data and he keeps an eye on it as best he can and sometimes he gets a text saying he's gone over and will be charged £6.50. At this point he grumbles and switches off his mobile data.
This month he was on top of it and he turned it off before he was charged and it has been off and will remain off until the bill cycle in 3 days time.
Today, he checked his vodafone APP to see how long it it before he can use his mobile data again to see he has been billed £32.50 over the last 5 days for data ! He had NO texts warning of such. He has been at home most for the most of it and his 3g/4g is switched off and he has been using the WiFi.
I called them up to see if anything can be done and I was accused of lying, no help offered to stop it happening and certainly no capping options.
This was after 5 attempts, being cut off from the online chat and also cut off the phone. You would have thought they would call me back but NO
One option they gave me was to pay up £420 and put him on a sim only plan !! Yea right....
My son isnt a child but he is a student so limited funds.
Does anyone know of settings on the Iphone 6 where you can cap it yourself ? Customer service said there is but we can not locate it or is there a decent APP ?
How I will manage the extra £32.50 .... no ideaIf you want to get ahead in the Rat Race then you will need some faster Rats !! :rolleyes:0 -
Is anyone aware of other cases similar to this ?
I've just checked my Natwest online bank statement and found a strange debit on my debit card. It was for £250 from Vodafone and it read " Vodafone Banbury GB ". They state it was an online transaction which required my card details and nothing else.
I've googled that exact term " Vodafone Banbury GB " and found sitess stating there had been 78 complaints regarding this term related to fraudulent activity, although little else about it.
Natwest have said i need Vodafone to confirm it was not me
Vodafone have been almost useless so far
This is the second time in the last 3 months my Natwest card has been subject to fraud and after i've resolved this, i plan on closing my account.0 -
Is anyone aware of other cases similar to this ?
I've just checked my Natwest online bank statement and found a strange debit on my debit card. It was for £250 from Vodafone and it read " Vodafone Banbury GB ". They state it was an online transaction which required my card details and nothing else.
I've googled that exact term " Vodafone Banbury GB " and found sitess stating there had been 78 complaints regarding this term related to fraudulent activity, although little else about it.
Natwest have said i need Vodafone to confirm it was not me
Vodafone have been almost useless so far
This is the second time in the last 3 months my Natwest card has been subject to fraud and after i've resolved this, i plan on closing my account.
I'm not sure if this is completely true, but apparently and allegedly credit card details were stolen from the Vodafone Egypt call centre and this is the cause of the spurious amounts that are being debited from customer accounts - presumably if this is true then this will have to be publicly acknowledged by Vodafone just like mobile.co.uk did a few weeks ago. Vodafone - you need to resolve the issues you are having, I know a large number of corporations that have dumped Vodafone in favour of EE, it seems like EE is not the choice of corporates.0 -
Here is a response I received from the one person that seems to have any power in Vodafone, I will post the whole story next week, however I was bored of calling customer service every 5 minutes so I employed a company to do this on my behalf (which is NOT illegal) and would you believe it my issue which was on-going for 3 weeks was resolved in 15 minutes ? I suggest that anyone that has been having serious issues with Vodafone, call them continuously numerous times from as many phone as you can and you will receive customer service that you deserve. If you're able to get through to (text removed by MSE Forum Team), he will resolve your problem quickly, he actually has direct access to most departments unlike other staff who have to email departments and wait for weeks before they get a response. BTW Vodafone got so annoyed at me calling them, they changed their "special" customer service number which was used solely for customers that have been trying to get services for weeks but have failed and it was set up by their useless CEO who has previously said that customer service is their number on priority (very funny, perhaps he should become a comedian). I now have their new number, if anyone wants this please PM me and I'll send this to you.
Good morning Mr XXXXX
Further to our conversation yesterday, I am writing regarding your complaint and your actions over the 24 hours from 7 – 8 September.
You requested your PAC Number on 26 August 2015 from Vodafone to port to another network. This unfortunately wasn’t received due to system limitations. We apologise for this. Subsequently, as a result of not receiving your PAC Number, you took the following actions:
- Setting up an external conference line to continuously dial our Customer Relations team.
- Using inappropriate language and statements with Vodafone staff.
These actions over those 24 hours have caused significant damage to our network and brand reputation, causing inconvenience and stress to customers contacting us, seeking help for their complaints.
We’ve now supplied you with your PAC Number to move to a new network, and you confirm that you’ve taken action already to port this number to another provider.
We require you to cease and desist the measure of extreme repeat calling Vodafone Customer Relations, or any other number that is associated with Vodafone.
The actions that you’ve taken are a breach of your Vodafone Pay monthly airtime conditions and may give Vodafone a right to pursue a civil claim for damages against you under the Communications Act 2003. Vodafone reserves all of its rights to bring legal proceedings against you should there be any repeat of the actions detailed above.
Yours sincerely,
(text removed by MSE Forum Team)
For and on Behalf of:
(text removed by MSE Forum Team)
Vodafone CEO UK
Vodafone Limited
Vodafone UK, The Connection, Newbury, Berkshire RG14 2FN Registered in England No 1471587
vodafone.co.uk0 -
For the record, inappropriate language was not used and Vodafone have no legal right to pursue a civil claim as I was ringing to get customer service which is what the customer service number was set up for - it would be interesting to see what a judge would have to say about their ludicrous claim - bring on the claim as I'm already taking legal action against them and it would be great to have a third case !0
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Today I have spent 1 hour in a vodafone store, 2 hours on the vodafone chat and 1 1/2 hours on the phoneto vodafone. Add to this the 3 hours I spent on Sunday. All because im in the armed forces and am deploying to the Falkland Islands for 6 months on Wednesday. I have previously suspended my contract 3 years ago when all i had to do was go into store with my military ID and the person in the store was able to suspend my contract for me. On deploying this time i needed to prvide proof in the form of my detachment letter (I'm not sure what security clearance vodafone have to be able to see this) but as i dont want to pay £100 plus while im away i provided it instore as advised. In store i was told that i needed to call customer services to have the account suspended after he had uploaded the admin order to my file. He obviously didnt do this because everyone i have spoken to since has asked me to go to store with proof, however it also seems that customer service agents dont read previous notes so this may not be the case. After a lengthy wait this evening and refusing to go back to store I have been told by Nehal that my account will be suspended in the next 2-3 days. Fingers crossed this will happen becuase i dont want to hold for another hour to check that it has been done.0
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I had a strange call last week. VF rang to tell me I could upgrade or ask for my PAC from 25th September. They were letting me know as if I went over the 25th October when my contract ended I would be paying an awful lot more. I haven't been happy with VF as haven't been able to log in to my account since 9th August despite repeatedly being given new passwords. I knew my password wasn't wrong but still not able to log on. I said this to him but he didn't have an answer how to get into the account. Just as he said goodbye he thanked me for not bawling him out, totally confused I was.
I had usual email yesterday saying my account was ready to view. Still unable to get into my account I rang VF. Gave up after 20 mins of being told to wait. Went online chat. Took an hour for someone to "chat". Person I spoke to spent 1hr 20mins trying to help me. He eventually managed to clear all errors on my account - not from me - and at 11.30pm he rang me back to say I should now be able to log on as 30mins sync had taken place. Left it another five mins, went in and bingo! I could get in. Very grateful to Yogesh, call me Yogi he said. Lovely helpful guy. What an asset to VF he was.0 -
Hi. I'm new to this but having failed to get anywhere through online chat and on the phone, wondered whether this might be the way to go. At the beginning of August, I checked my account with Vodafone to see how much my bill was only to see that they had added the unit price of my recently received upgrade......not what I has signed up for! Since then promises to have this rectified has come to nothing. Not only is it still showing on this months bill but I'm also being charged admin fee for cancelling the direct debit to ensure the extra £500+ did not go out of my account together with a late payment fee (incidentally, I paid the amount over the phone well before the due date minus the disputed price) and to add insult to injury, they are charging £5 odd for keeping me holding for 13 minutes on their Customer Service number taken from their website whilst they looked at the account! Is it worth ringing again and demand to be put through to a senior player as the representatives I've dealt with have all said they have spoken to their manager and come back with these promises that the account will be adjusted which clearly has not happened? I'm beginning to worry whether this is going to damage my credit rating too.0
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What an easy question. No.
Read the thread backwards and contact the WRT as instructed by the Vodasfone Rep on here. Otherwise you'll "enjoy" an endless escalating waste of time and end up with more problems than you started with.
As for the rest - I would never trust anything anyone other than the WRT at Vodafone promised me - quite the reverse.0
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