Vodafone complaints

melissag89x

My partner and I are in the process of our mortgage application and have came across 3 missed payments on my credit file from a vodaphone account i cancelled. This is stopping us from accessing our mortgage.

I have spoke to vodaphone and have been promised numerous call backs from manager which have never happened. Vodafone have put the account in query instead of closing it which is why it looks like there is missed payments even though there is no outstanding balance.

How do I get these reemoved asap? I am so disapointed that this can stop me getting my dream house and Vodafone have been absolutely useless. Surely this is illegal?

melissag89x

Can someone give me the email orc contact number for CEO please?

KaratePigeon

Has anyone actually managed to get anything resolved yet? I've cancelled my direct debit as they are taking no notice of the fact I keep informing them I want to close my account. Are they likely to contact me now, or will my bill just keep going up and up (seems they are adding late payment charges now) and end up on my credit rating?

A_Flock_Of_Sheep

OuterNet wrote: »

I've just taken out a new contract with Vodafone, does anyone know how long I have to cancel it?

I was told 14 days when I ordered days ago and I haven't received the new phone or a SIM yet.

I don't mind waiting a bit longer, but do I have 14 days from when I received the goods or from when I placed the order to cancel?

I've tried contacting Vodafone today but been on hold for 11 minutes and need to get back to work, the online chat is also not working.

I'm thinking of cancelling altogether, because I don't want to have no right of return if the phone is unsuitable.

It is 14 days and there is an option to select for returns when you call the helpline.

You have made a wise decision.

command

Is there any way you can cancel the sim only plan early with vodafone and avoid the termination fee? The plan I am on allows me to upgrade anytime, so if I "upgrade" to PAYG then there won't be a minimum term, and I'll be able to leave without any termination fees. Am I right in thinking that?

beingthere

on 1st October I received a text from Vodfone informing me that my sim swap was being processed. Within three minute II had run VF cust services to inform them I HAD NOT requested this. I was told by an adviser the this message had been sent in error. I argued the case that these were not sent in error but she wouldnt have it and the call was ended.
An hour later while driving in my car a second message came through like the first only this time my line had been cut. As i was driving I was unabe to do anything at that point.
20 minutes later i pulled into a garage, filled up my car and had my card declined!!!!. I had been a victim of what is called the sim swap scam and my bak account had been emptied!!!
I spent a weekend with no money, no bank cards and for 24 hours no phone service.
I have been informed by corporate security who have now completed their investigation that the agent who took the sim swap request had NOT completed security checks and that the agent who took my call should have reversed the sim swap or blocked the account neither of which she did.
This incompetence by the South African call centre staff has resulted in massive inconvenience, stress and lost work due to my business line being down for 24 hours.
As Vodafone are clearly at fault and liable I would like some compensation. Given the scale of the incompetence and the lack of 'Duty of care' I feel that a free upgrade to a phone of my choice while keeping my current call plan or total release from my contract would go some way to putting things right.
Vodafones response so far. An Indian call centre rang me to offer a£30-00 goodwill gesture Talk about a slap in the face.
I have tried using resolver but this has simply resulted in a Scottish person offering exactly the same insult

Any advice / comments form the community here would be gratefully received

Thanks

belbo_bagins

Thought I would add my experience here as well and it echo's that of many others -- in short anyone I spoke to at Vodafone were, at best, incompetent. There were a catalogue of errors which resulted in me losing my number, credit and a lot of time. I was offered very little as a way of an apology and my issue was never fully resolved. More specifically, my original two issues were with my PAYG phone which I bought online from vodafone.co.uk. The phone became faulty within 1 year and around the same time Vodafone deactivated my SIM card without warning meaning I lost my number and credit on the phone.

I spoke to an online advisor who confirmed a new SIM card would be sent to me with my lost credit on. This never arrived. They also advised that I should go into a Vodafone store where they would repair my phone on the same day. After travelling to the store, I was advised they do not do in-store repairs nor would they be able to arrange a repair as I did not have a Vodafone number (even though they deactivated it!). I was told to again talk to an on-line advisor.

Returning home I spoke to an online advisor who stated that they had made a note of my problem and that I could return to a store and get my phone replaced when I next visit the store. Travelling again to a store I went in, along with a written copy of my online transcripts, asking for my phone to be replaced as promised. I was told this was not possible (even though I had the transcript) but that they could send my phone away for repair (even though I was previously told this was not possible). Although this was arranged, they said they could not send it to a different address other than the actual store I was in (meaning I had to take time from work to collect it; I would have gone to a store closer to work if I had known this) and also said I was not eligible for a temporary phone.

Once my phone was returned, I phoned customer services to complain about the process and again state about not receiving my replacement SIM and credit. I was told that it was not possible to get a replacement SIM card with my credit on, and that this was now lost. I asked to speak to someone more senior about this, given I had continually been given incorrect information. I was passed between approximately 8 advisors and continually asked to hold after each question. I was then kept on hold for over 45 minutes before simply being disconnected by the advisor.

I wrote directly to the CEO about this issue, including copies of all my transcripts and summary of issues. Someone (not the CEO) responded with a letter asking for information that I had already included and asked me to call them. I wrote back (again to the CEO) to say I refused to call given the issues I had of being on hold/disconnected and I wished for a response via writing (again included the transcripts, etc). This letter was simply ignored. A further letter was sent (again to the CEO) with their response saying that they could not do anything as I was not a Vodafone customer.

I've never dealt with a company where the staff are so misinformed, unapologetic and unable to resolve such simple issues. The amount of time that they caused me to waste on this matter meant I would have been better off simply throwing out my faulty phone and forgetting about my SIM and lost credit. I gave Vodafone every chance to resolve this issue, and all I can do now is let people know about my experience and hope they don't experience anything similar.

gmensah

What is the best way to make a complaint? Does anyone have a email address? I'm close to pulling my hair out and crying with frustration.
I upgraded my phone 5 days ago. I have now received a invoice for £283 to pay for the phone. Ive been trying for three days to get through to someone with regard to this, i was on hold for a eternity. I finally got through to someone and he said yes thats how much the phone costs. I asked for the original phone call to be listened to as there is no way I was told that the phone was chargeable and also there was no way I was paying that so as I was within the 7 days I wanted to return the phone. He said he would transfer me to customer care as they could listen back to calls. He blind transferred me so I had to explain to the lady my issue. She then told me I'm sorry it's my home time so we will have to leave it there. I was shocked. I asked her why did you take the call then also can you please stay a few minutes to resolve the issue. She hung up. She said someone will call me with regards to this. I'm still waiting.
Reading this forum has surprised me I guess its only when you have a issue you know how bad a company is.
I don't know how to resolve this if no-one will call me back or if I keep getting passed around. Surely there is also a time limit on how long conversations are kept for.

mobilejunkie

If you're read this thread that alone the forum you will already know what to do. Go back to post no. 3563.

ryan92

So I've been having countless 3G issues over the past year which was promised to be fixed over time. An advisor on the chat the other day finally admitted t would not improve and to buy a sure signal device. After lengthy discussions a chat advisor offered to cancel the plans (2 lines) penalty free. I was provided with a pac code . I spoke with 2 different advisors who confirmed there would be no fee for cancelling. I spoke to a third today as he second pac code is missing and I was now told there would be a fee and under no circumstances would it be penalty free?

Where do I stand with this given I have it in writing that it would be penalty free?