Vodafone complaints

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.

steve_bartlett_2

I have had an issue with Vodafone about an accidental usage abroad where my phone got switched on by a calendar update for FOUR MINUTES!! i have been charged £105 for data roaming , while i will always pay any bill owing to me i do not understand what data was used in such a short period of time when i was not even using the phone , i have spent absolutley hours on the phone to customer services who just pass me from pillar to post , all i am asking is for them to show what the data charges relay to as i do not know what could haave caused such a big bill , but just keep getting told to email or call someone else , they have also been very unhelpful on several calls , i also have a text to say i would not be charged for this then was charged AAAARRRRGGGHHHHHHH