Vodafone complaints

in_the_Cotswolds

Amelie08 if you are having problems with your BlackBerry or anyone else has problems try here crackberry.com Sorry can't post link but put usual amount of w's in front.

Vodafone have also wrecked my credit rating by putting a default on it 3 years ago and I've only found out. I've wrote to them and suprisingly got a reply but they won't remove it. Wanted a Storm but reading this I'm sort of glad I couldn't!!!

xoxoxox

Them, who r learned, and speculates WHEN fusioning hot & cold atoms triggers a whirlwind, for them Storm is arrived before it can unleash in cosmic reality.
Dont leave them people Sir. Let you not compromise this undue pain in you, when you aren't responsible. It has helped me , it should help us all too. In the end, i don't know ur issue w/ vodaf in details. But it hurts me wen somethings hurts my innocent fellow living beings .

LEWA27

Just to update you on my post from the 15th of this month the 23rd was the 10th working day when I was told my refund would be in by. Shock, shock, horror the money was no where to be seen!! So in my calmest voice I called Vodafone and got through a girl called Katie, rude does not even go far enough to describe this person. I don't know what Vodafone are doing to their staff in the call centres but I imagine their customer service trainning goes something like, just lie to the customer, be as rude as you like and eventually they will hang up and go away!!! After a brief conversation with Katie who told me I could not speak to anyone else except her I put the phone down and went to my local store instead. I will say that the shop staff have been lovely and so helpful but the rest of the company is a JOKE! So I went into the store explained what had happened and they called 'customer services' for me. After been in the store for about 45mins while the girl was on hold I was told the refund would take anothrt 8 working days from then??????!!!!!!!!!

How is it now going to take another 8 working days, you may ask, because when I called them on the 9th and was promised a refund no one had put it through, when I called on the 15th and was told that everything was fine and it would be in my account with 10 days they were lying! Lie, after lie, after lie.

I have received a letter from the bank telling me that I have £70 charges for my rent that was tried to be taking but wasn't there because Vodafone had stolen my money. Now my question was why when i called up orginally was i told it work take 5-10 working days but this week it will take 8 days???

I got to the point in the shop of asking what else should I do walk to the local police station and report Vodafone for theft because that is what this is, they have stolen my money?! At this point because I think they could see I was serious they took my details and sent them through to voice of the customer?? Apparantly it goes through to the directors. I know it was only £36 but it is now the principle but I am now seriously considering taking legal action and getting what i can out of them because in my mind they are breaking the law.

Oh and I requested copies of my notes and was told they couldn't do this due to DPA, they are my bloody notes idiots!They better find a way to do it quickly because the longer this goes on the more and more angry I become and the further I am considering taking this.

Worst company ever!!!!!

squiggly

FAO Vodafone Representative

FYI - I have already used your contact us link with WRT135 and linked to this post.

This is my final hope of contacting somebody useful at Vodafone before a money claim is entered via the Small Claims Court.

I have had a similar experience to others in this thread, namely an erroneous bill of £577.58!

After several failed promises, this has yet to be refunded from over a month ago. This is depite an estimated 6 hours in phone calls (mostly on hold).

Hopefully Vodafone realise that to some this may appear to be a widespread issue, and it will not be long before the news media become interested in reporting on a company causing severe financial hardship, and not recifying their mistakes in a timely manner - perhaps Vodafone are in trouble and cannot afford to refund customers?

Loubyloux

I thought I was alone in having total nightmares with Vodafone but clearly not!

I have been with them for 2 years with no problems then over the past 5 months since I took an upgrade they have been totally incapable of billing me correctly so I now have no idea what they are charging me for because every month they never send me a bill, I have had 7 DD set up but they are never able to take the money (they haven't actually tried!)

I then got a bill for £10.17 for 3 lines which I called and told them was wrong but instead of doing anything about it they took the £10.17 on DD (surprising how it could work then??) and then cut off my three lines saying I hadn't paid even though I had called three times to find out what the real bill was and they said the £10.17 was correct!

I have now been cut off 5 months in a row, had my on line account deleted every time they supposedly fix the billing issue and surprisingly when I sent a complaint via there online form there was an error after pressing send.

After all this trouble and spending literally hours on the phone they gave me £5 as a good will gesture...

I got a nice bill this month which seemed to be correct £150 and they actually managed to take the money through the DD which was all fine but I then got 2 letters relating to my additional 2 lines which said we are sorry to see you leave Vodafone, please pay this final bill of £2.87 (despite them telling me if I dared to leave even though they are the ones at fault they would charge me £350 per line!) I wouldn't mind except I haven't cancelled the Contracts and they apparantly have no record of these letters ever being sent to me.

The one thing that does amaze me though is when I asked them to call me back once they had figured out the problem instead of keeping me on hold for hours they told me they were an incoming call centre only and therefore couldn't make calls but when the guy accidentally sent a text message to my phone instead on to someone internally he could call me up straight away from the call centre to make sure I knew the message wasn't meant for me!

There is a lot more to this in between but to be honest I truly give up with them and having had the unpleasant experience of them in the past I think I might just wait until December when this Contract ends and go elsewhere, maybe everyone will vote with there feet too.

LEWA27

Not sure if this is going to be useful but I have done a bit of research and after putting my complaint through to OFCOM it gives you a link to ADR, they act as a mediation company, might be worth looking into.
It won't let me put the link inbut type in ADR into google and they are there.
Also if anyone wants a copy of their notes which if you are taking them to court it might be worth getting, this website is really helped me.
It is the ICO website again put it into google.

Hope this helps!

Vodafone

mobilejunkie wrote: »

What about Lewa27?

Despite your apparent efforts to run around helping angry customers who find their way onto this site, isn't it a perfect indictment of your organisation that it appears to be the only way to solve basic problems which have been ignored and/or made worse by your normal customer service channels over so long a period?

Whenever one of my (reducing number) of contracts ends with you I get called by your organisation by pleasant-sounding people disguising a sales call as a customer satisfaction exercise. My immediate and unhesitating reaction is to reject any proposed deal they offer out of hand, since I am fully aware of the (no doubt thousands judging by the constant stream of examples apppearing on here) of lies and the basic dishonesty of your people and organisation (since you do nothing to stop it but appear to encourage it). I would be amazed (should I ever BELIEVE anything they offer me) to actually receive the deal I was promised.

Perhaps your organisation should spend 1% of its income on actually changing itself to be a caring HONEST company who really gives a damn about the people who fund it rather than only really being concerned when they end up recounting their endless and similar stories on public forums like this one.

Hi mobilejunkie,

While I fully accept that there are a number of people on here as well as other forums out there who've had a poor experience with us I wouldn't necessarily agree that our customers can only get their problems resolved by posting on the sites such as MSE.

However, there are clearly instances where for a whole host of reasons our usual customer service channels don't seem able to restore the customer's faith in us, which's both unfortunate but also an opportunity for us to make sure that everything has been reasonably done to achieve this.

It's a shame to read that you're looking to leave us once your existing agreements have been fulfilled and while I can understand your reasons for this I would like an opportunity to discuss things further with you if you're happy to. If you are happy to do this just send us a PM with a contact number on which we can reach you.

Thanks

ade666 wrote: »

back in july 2009 i upgraded my phone and choose the nokia 5800 because it offered me gps and wifi without having to pay large amounts of money for something like the n97. the phone is back in for repair for the third time with the same fault. the battery goes from full to empty within a few mins of using the gps then even when its been on charge for 24 hours it refuses to switch back on. the previous times its been repaired its been a software fault but i'm affraid i don't believe this anymore. i'd ike to know the procedure for cancelling my contract, costs etc, as if i'd seen my previous contract through to the end i could have got a fresh contract. not sure where i stand to be honest but surely if vodafone can't supply me with what i require then my new contract is void. i've tried emailing customer services but the site isn't working

Hi ade666,

Has emailing us has been successful here could you PM us your mobile number only and we'll get back to you as quickly as possible.

Thanks

jonboy31 wrote: »

Hi.

Just thought I would add my experience with Vodafone and their underhand ways of getting you tied into another contract.
I rang 191 last year to ask how I went about cancelling my contract. I don't use that many minutes a month (tends to be under 100 these days) and mabye use 50-100 texts or so.
I was put through to cancellations (or customer retentions it seems) and explained that I was going to go on a pay as you go instead of a contract (I had ASDA mobile in mind as it would be cheaper for me)
I explained that I was not interested in another contract, as I liked my current mobile phone and lets face it - your line rental is to offset the price of a phone in most cases.
The man I spoke to then mentioned that I could get 100 mins and 500 texts for just short of 10 pounds a month. I decided to accept this, as it worked out OK for me. He then mentioned that the price was only for 9 months, I asked him what happened after 9 months, he said that I should ring him back and he would put it back to 10 pounds again.
Great I thought (stupidly).
Time passes by, and I rang 9 months later requesting that I keep the 10 pounds a month. The operator on the phone told me that it is now 25 pounds a month and I'm tied into a contract for 3 more months.... WHAT!!!! at no time was I told this was a contract, as far as I was aware it was a monthly thing, as I did not get a new phone off them. They told me that I could not "upgrade" until there were 60 days left on the contract, not 90 like I was (lied to) told on the phone when I took the deal off him.
I was so mad, I asked to cancel as I was getting so frustrated ( I am on the autistic spectrum and get so angry and frustrated when I find out I've been lied to) I was told it was fine to cancel but it would cost me 75 pounds to cancel.
I cannot understand how I can owe this 75 pounds when I did not sign a new contract, did not get a new phone, and the same price plan was available on a rolling monthly contract for the same price as the "discount" I was getting beforehand. This rolling contract was what I thought I was signing up for when I ended up staying with Vodafone.
Anyway, I have now sent my letter cancelling my "contract" as required, I have had to pay a silly amount these past 3 months for such a small amount of minutes/texts in return.
It seems this practice is normal judging by the posts on this forum, so long as the vodafone sales team earn their comission mis selling contracts then screw the customers. Well you have lost one customer here for life, and I will make sure as many people as possible know what lies come from your sales team.

John

Hi John,

I hope I'm not too late here to see what we can do to go some way to putting things right for you.

Should you like the Web Relations Team to take a look at things for you please feel free to email your details to us using the Contact us form on our website here and we'll get back to you as quickly as we can.

When emailing us you'll also need to state the code WRT135 in the subject line to make sure it comes through us and also include a link to this thread and state your MSE username so we can identify you and your query.

Thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

Hi Dave Granada, twelveeyedfish, 4321, janet010, dingbat232, xoxoxox, Amelie08, mechanic, LEWA27 and Loubyloux,

While it's sad to read about the experiences you've posted about here I'd like to take this opportunity to invite you all to contact the Web Relations Team using the Contact us form on our website here.

When sending your email it's really important that you all state the code WRT135 in the subject line to make sure it comes through to us so we can get back to you as quickly as possible.

In addition, it will really help us if you could include a link to this thread in your email and provide us with your MSE username so that we can identify you and your query.

While we naturally can't guarantee any outcomes to your individual queries we are always happy to look into them to see what's happened and what can be done to fix things for you.

Many thanks to you all and I hope that you decide to accept this geniune offer of help.

Lee

Web Relations Team

Vodafone UK

jonboy31

Vodafone_company_representative wrote: »

Hi John,

I hope I'm not too late here to see what we can do to go some way to putting things right for you.

Should you like the Web Relations Team to take a look at things for you please feel free to email your details to us using the Contact us form on our website here and we'll get back to you as quickly as we can.

When emailing us you'll also need to state the code WRT135 in the subject line to make sure it comes through us and also include a link to this thread and state your MSE username so we can identify you and your query.

Thanks,

Lee

Web Relations Team

Vodafone UK

Sorry, you are too late. I now have a contract with Orange, I have no intention of trying to reclaim the money back off you, it is not worth the stress involved. I have had my say on the matter, hopefully people reading this thread will learn from my (and others) experiences on here and get things in writing when dealing with the telesales team.

John

kbv1

I have just signed up to post in this thread and see if i can get anywhere with the Vodafone rep.

I took out a 18 month contract with Vodafone in February this year with the Blackberry Storm paying £35 per month. Soon after taking out the contract out, & within the 14 day cooling off period, I was experiencing problems with the Storm. I was going to take the phone back but was I was told that a firmware update was going to be released so i kept the phone. Month or so later the FW was finally released and it made no difference to the phone at all, still not holding signal, very poor battery life and laggy. After weeks of complaining on the VF eForum, in approx June VF contacted me and asked if they could lend my phone to send of the RIM to investigate what was wrong with the device (and 60+ other people). When this was organized i was told it would be a matter of weeks. Months past and only 3 weeks ago i was told i would not be getting my Storm back as RIM has dismantled it and i would be send out a brand new replacement.

After having this brand new Storm for 3 weeks nothing has improved! The signal does not hold. With the Storm and the Blackberry Bold i have, i sat them next to each other and on the Bold i had 4 bar 3G service stable, on the Storm i have 1 bar gprs (not GPRS) and every time i tried to make a call i got the error "call failed"

I called 191 from my mobile (not the Storm due to not keeping connected) to complain about this and the person I spoke to said they will send out a replacement Storm as an exchange which will be a REFURB! So i am exchanging a 3 week old brand new Storm or a refurb model. This will be my third Storm! I have been told by a Vodafone employee that after 3 replacments I am entitled to an new and different device.

This device is not fit for purpose and I am advised by Consumer Direct that this contravenes the ‘Supply of Goods & Services Act 1982'.

I am writing a FINAL LETTER OF COMPLAINT to my local Vodafone Store, who my contract is with, and CC to Head Office, to try and resolve this issue before i take it further, unless a settlement can be obtained by the Vodafone rep on here.

I look forward to a response.

Many thanks