Vodafone complaints

A_Flock_Of_Sheep

Here is a comparison.....

My new car had an issue which was repaired under the warranty recently. It was booked in immediately. In fact the soonest date was not convenient for me so I took a slightly later one by choice.

I took it in and waiting for me was a courtesy loan car. When the repair was done I took the loan car back and picked mine up which had not only been repaired but had also been hoovered and cleaned inside and washed on the exterior.

A week later I received out of the blue a gift hamper containing two bottles of wine and other really nice goodies such as chocolates, biscuits, crackers, coffee hot chocolate. The gift card was an apology from the car firm because I found the need to require my car to be fixed and to accept this with the Manufacturer's compliments for the inconvenience.

Now take Vodafone (or my experience).....

Incompetent staff bordering on rude and certainly cynical who wouldn't return any calls despite promising to do so. Multiple errors which seemed to compound from the initial issue. Two letters written to the Newbury HQ by recorded mail signed for and neither acknowledged or responded to.
The only way I got any sort of correspondence was to stop paying and that was some auto generated begging letter. I just gave up and walked away. No apology and certainly no complimentay hamper for the hours I spent on the phone trying to resolve things.

So why is the car manufacturer so gracious and Vodafone so rude and incompetent?

A_Flock_Of_Sheep

mobilejunkie wrote: »

If you're read this thread that alone the forum you will already know what to do.

Yes leave Vodafone as soon as you can.

ryan92

Didn't notice this thread earlier!
Having a nightmare of my own with Vodafone! Have 2 lines with them and the 3G service is appalling! It has been like this for over a year and there is constant maintenance in the area. An advisor the other night finally confirmed it is unlikely to ever improve and it's just the area. I have spoke to the live chat reps constantly and on Saturday night I was offered a penalty free cancellation on both the lines. It was specifically mentioned by the advisors there were no ETF and I had them repeat this several times for the sake of clarification. I re enquired today as to when the lines will cancel and I have now been told there will be no penalty free cancellations and that I will have to pay. I have now taken out another contract elsewhere and while it's still under cooling off it is frustrating to have been told that it was "10000% penalty free" to how they can only apologise for the mistake but I have to pay these! A PaC code was also issued on the assumption it would be without penalty.

willy_watson

had a call last week from Vodafone, said looking at my account there is a variance in charges caused by over data usage, she said i can help you by combining all 3 accounts (i have 3 phones on my account) to a max of 20gb data instead of the 9gb you currently have, i asked how much it would cost, she said nothing more, better still i will cap your bill to £110 per month including vat and discounts, i said go ahead, 7 days later i have a bill for £183, just spent 1 hour 16 seconds on the phone to Vodafone, 6 different advisors and no futher forward in resolving the situation, eventually hung up and went on line for live chat, asked for copy of phone conversation and was told it will cost £10 and up to 40 days to recieve it, i work in retail industry and know if a customer requests information on their data, you have to provide it within 14 days, NO questions asked, I am now taking this to the Ombisman, Data Protection Officer and Office of Fair Trading. watch this space, I emailed my transcript of todays conversation to the Data Manager at Vodafone today, but as yet have had NO response, they clearly think they are above the law.

mjbridger1989

Urgently need help from the Vodafone rep. Posted this elsewhere and was re-directed here:

Until recently, I had a Vodafone Pay Monthly contract at £33 a month and contracted until 23 June 2016. Because I'm off backpacking on Saturday, I decided to buy myself out of the contract naively thinking it’d be simple to do.

Over Live Chat on 30 September I was told the early termination fee would be £309.65. I was transferred to the cancellation team who revised that to £240.74. As requested, I paid that over the phone and they confirmed receipt of payment. I was then given a PAC code (so I could take my number to an O2 PayG SIM) and was told a final bill would be generated once the code had been used. The following week, around 5 October, I cancelled my Direct Debit not wanting undue payments to be taken and thinking I could pay the final bill over the phone.

I used the PAC code and had my number transferred on 8 October, resulting in my online Vodafone account closing. I tried to get back in touch with Vodafone to confirm details of the final bill by visiting a store but was told they couldn’t access account information. I was put through to a call centre and told the bill would be approximately £92 and to get back in touch when it was generated on the 24th.

Soon after, I received an invoice from Vodafone in the post for the early termination fee dated 8 October and for a new figure of £110.27. I used Live Chat but didn't get the clarification I was after. Instead I was repeatedly told how the early termination fee is calculated. If you include what I owed for the September bill as well - £71 due to overuse of data, etc. - the various figures still fail to add up.

Yesterday, I got through on Live Chat (eventually) and was told I would need to pay £265. I disputed this, said what I'd already paid and all the person on the other side could say was 'I'm not sure why you need to pay this'. I disconnected and on the second attempt was told I am due a refund of £78.17 (?!). I was also told the contract is cancelled and I will not owe a penny more.

Perhaps I’m paranoid but these figures still do not add up. All I want is to be certain I've paid what I owe and have it clearly explained why I'm paying what I am... Instead, I fear that later down the line a mysterious charge will appear on my credit report affecting my rating.

I've also heard back from Vodafone on Twitter and their eForum today - linking me to the 'social media escalations hub' contact form. Apparently, if I enter a code and submit my query they would come back. Sounded promising, until I submitted the form and got the message 'Forbidden, you do not have permission to access this on the server' (quick Google tells me many other people have had this problem as well).

Vodafone rep., can you please please please help?

mjbridger1989

I have dug out the e-mail address eforum.web@help.vodafone.co.uk and sent a message. The reference number I've been given is #11765381

ryan92

Little update :
I went back on this afternoon and told as it was promised to me I would be given that option. I was then passed to cancellations and was disconnected. I had to go to work so followed up again this evening.
Once again told that under no circumstances would it be penalty free. Passed from pillar to post!

diamonds

Welcome to leaving Vodafone.

Look through the mobile forum, you will find a Voda rep.

ryan92

An absolute headache!
Spoke to them again today ; one line can be cancelled as it's less than 14 days old (news to me) but the penalty free cancellation doesn't stand again ; It did at the start of the chat, transferred to another advisor who said it didn't.

Really can't make this up

mobilejunkie

Keep calling and you'll get more of the same. It's quite normal.