Vodafone complaints

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

RoisinB

Hi, can anyone help me get in contact with the voda rep or how to contact somebody in Vodafone. I've spent more than 2 hours on the phone today and Saturday and spoken to 8 different people!! I had to repeat my story every single time. A manager was going to call me back on Saturday but never did so I called today only to be told by a manager in billing that they probably didn't call me back because they couldn't be bothered!! I am trying to get a refund re a data sim which should have been cancelled in October 2014 when we were offered a cheaper one and took it on the basis that the original one would be cancelled. We called numerous times since then to query why we were still being billed for it only to be told that we weren't being billed for it (despite it being in our bill). Voda are refusing to refund us for not cancelling because they claim to have no record of our request. We tried to cancel the second data sim in September but this was not actioned either. I have been passed around between so many people, the manager I spoke to tonight was so rude and did not even give me the opportunity to complain he just told me that Vodafone have no duty towards us because they cannot prove anything I say because they omit from their notes anything that suits them and they say that they have no proof that I ever requested cancellation! I asked if I should record every phone conversation I have with them so that I have proof and he said I probably should!! It's beyond a joke how badly they treat their customers. They hang up, blind transfer you when they don't want to deal with you, don't accept calls if they are coming close to closing and are rude and unhelpful. So frustrated!!!!

greenturnips

Message sent to Vodafone rep - WRT135 [#11779632]

darbysth

Message to Vodafone rep wrt135 11780086

CPalmer999

Vodafone Customer Service is possibly the worst I have ever been unfortunate enough to encounter.


I called their upgrade service around 5 weeks ago to upgrademy phone and enter into a further 2 year contract. I upgraded to the Iphone 6plus 16gb, at this time I was told the phone was in stock and would be with mewithin two days.



Immediately following this conversation, I received a textmessage stating that "my phone was not in stock and I would be informedwhen it comes back into stock". I also noticed at this stage, that despiteconfirming my correct address on the call, the delivery address was differentand incorrect. I called the vodafone team to get the address changed and wastold that I would need to cancel the order and re-order again, oralternatively, I could wait until I received a confirmation that the phone cameback into stock, then call vodafone and ask them to arrange a re-direction tomy correct address, but that this could only be done when the phone was instock.



Over the following few weeks I was informed regularly thatthe phone was not in stock, via email and text. I then received a text messageto say that my phone was with the courier and would be delivered that day (tothe incorrect address).



I immediately called Vodafone, and the operator filled in aredirection form and said that this would be sent to the courier who woulddeliver my phone to my correct address within a couple of days. This did nothappen and I received a text message stating that my phone had been dropped ata pharmacy in Northampton, and that I would need to collect (I live inLeamington which is 1.5hrs away from Northampton).



I called again and was told that I would need to cancel myorder and re-order, as this meant I would again have to wait for the phone tocome back into stock I asked to speak to another operator as I was not happywith this. The next operator I spoke to advised me "the best thing I coulddo is drive to Northampton, collect the phone, then ring vodafone and threatento cancel to get a better deal", again, this was not something I was happywith.



This operator said he would submit a further redirectionform, and that hopefully the phone would be with me within a few days. Thephone didn’t arrive.



I called vodafone again, and again a redirection form wassubmitted, and I was told the phone would be with me within a few days. Thisdid not happen.



I called once again, the same steps were taken, and againthe phone has not arrived.



Last night I called Vodafone, I explained all of the abovesituation to the Operator, who said that he would speak to a colleague in the relevantdepartment, and then transfer me to this individual who would help me....... Iwas transferred to someone who knew nothing about my situation, or had any ofmy details.



After explaining again, I sat on hold for 15 minutes whilsthe tried to contact the warehouse, whilst on hold I was transferred to anotheroperator........ who knew nothing about my situation............... I explainedagain, she asked me to wait on hold whilst she looked at my account...... I wastransferred to another operator who knew nothing about my situation, I asked tospeak to a supervisor, I was placed on hold and the line went dead.



I have called around 20 times and spent around 5hrs on hold.Honestly don't know what to do now. Their call centre staff are so poor that I an unable to get an answer on how I can proceed. I connected with someone on the online chat via their website, after connecting and explaining the situation, I had received no response after 15 minutes so logged off. Thier online complaints form wont submit.

My contract is up in December, do I have grounds to request that they immediately terminate my contract?

mjbridger1989

Still not heard from the Vodafone representative re. my problem #11765381. Keep using Live Chat to try and resolve but am just going round in circles. Had a couple of calls from the call centres as well but I refuse to pick them up - similarly they fail to clarify and I want a record of every conversation, I asked to be contacted by e-mail but been ignored. This is beyond frustrating. I'm waiting for the negative report on my credit rating! But wonder if I could do anything about it then?!

120sue

VODAFONE COMPLAINT I am very unhappy with the way I have been treated by everyone at Vodafone. I was due for two upgrades on my account ( 1. The number above in account and the other ending 218) I phoned upgrades on Wednesday 21st 0ctober and asked about the iPhone 6 which I asked for in gold and was offered it with no upfront cost, when I said I could get it elsewhere with 3 gb per month I was told I couldn't have 3gb but could have 2gb for £30 monthly which I agreed to. I then said I wanted a Samsung basic phone that did the speech to text I said I had seen it in Tesco for £9.50 and the advisor say he could match that so he arranged for the number ending 218 to be a Samsung mini. He said it would be delivered on Friday 23rd but I said I'd be out so can I have it Saturday 24th which he replied yes. I waited in all morning but got suspicious when I didn't receive a text or notification like I was supposed to from DPD. I phoned Vodaphone after another long wait on the phone and explained I hadn't got my order only to be told that sorry it hadn't been sent as for one they hadn't got the IPhone 6 in gold anymore and they also didn't have the Samsung mini and I should have been contacted by Vodafone to inform me! I then had to place another order for delivery on Monday 26th, which was an iPhone 6 in white and the Vodafone smart prime 6 which was told that was originally £22 a month but as I was a loyal customer and because I had messed about I would get this one for £13.44! Which originally said yes to. After I went onto your website I saw that the bundle that I required was only £17 anway so again I phoned on the 25th to speak to someone concerning this and they managed to get it down to £11.90 this included 750mb data. I waited in all Monday 26th again nothing after a yet ANOTHER phone call to customer services who said sorry the order was cancelled as the order hadn't been submitted properly although I received an email from you confirming the order! I then placed an order for a 3rd time (I must be mad) I was told that the IPhone on Tuesday 27th and the Prime on Wednesday 28th another 2 days of waiting in but at least both phones arrived this time! I asked about the compatibility of the SIM cards I already had and if they would fit into my 2 new phones which I was told no but new sims would be sent! Which didn't come so I had to go to town twice (paying £7.40 on the bus) to my local Vodafone shop to get the new sims and have them activated then the Prime still was showing no SERVICE when I got home so AGAIN phoned customer services yesterday to find out why I was told that the phone needed to be rebooted and to take the sim out of the back and insert again and then it would work! What a load of rubbish! In the meantime I get a text from Vodafone informing me that I just changed sims and Bingo I had Service! I don't think anyone knows what they're doing at Vodafone and just tell you anything to fob you off!
On top of this I have spent 5-6 hours on the phone to either customer services or Upgrades since the 21st October either by holding on endlessly for the phone to be answered or being passed from person to person, being cut off and repeating myself to approximately 20 different advisors!
The final straw was yesterday when I had a text from DpD telling me I had a delivery coming between 13.36 and 14.36 I was out so rushed back for this parcel which didn't arrive I phoned my Dpd local office this morning and explained and I said it stated that someone in the name of Mason signed for this at 2.17 of which I knew I didn't, she said no it wasn't delivered to me as it wasn't my parcel but was from Vodafone to a Dawn Mason postcode ME13 0PY which is in Maidstone ,but Vodafone on passing on the details to DPD gave out MY mobile number by mistake! Thanks for that!!!!
Absolutely appalling service and was close to leaving Vodafone altogether with both contracts which I have hadfor many years!


Dear Sarah Green, Complaints
Here we go again! After submitting my complaint to you just seconds after I recieve an invoice from you with an Invoice for £73.94 for the iPhone 6 including £5.00 for delivery. I was told this was free by upgrades please listen to my phone order on the 21st October to verify this was said!
I then phoned Vodaphone got through to billing explained everything they said they would have to put m through to someone else! Explained again said he would sort it and would talk to his supervisor waited for ages then continued ringingWhen I get through I was told it was returns and that there is nothing they can do for me but put me back to billing! AHH! Explained myself a 4thtime but was told it was the BEREAVEMENT DEPARTMENT! I said well I am losing the will to live!
I was then put through to someone else who said I understand your problem is it a PAC code your after. I said no so she said isn't your phone working! I actually shouted then as couldn't believe what she said! Eventually when she understood about the invoice she said she would have to speak to upgrades! Came back to me after about 10 minutes and said there nothing I can do on the system so I will have to contact upgrades! I SAID YOU SAID THAT 10 minutes ago! I asked to speak to a manager but No she still spoke to upgrades! She said she would log a complaint for a manager to get back to me! I'm still holding on for a reply as I'm writing this and it says I have been on the phone 1 HOUR 33 minutes 36 and counting!
Nothing was ever mentioned that I was to be charged as I was told my upgrade was free. After 2 hrs I ask to speak to a manager was told I would have to wait up to 3 days and they would have to listen to my phone conversations! THERE A JOKE!!!

mobilejunkie

As many people have known for a few years now - but they stopped laughing a LONG time back. Welcome to the party.

ryan92

Still no further forward with my issues. I did mention I was given a pac code when it was mentioned the cancellation was free. The advisor then said if I use that I would be charged £890 cancellation! Just as well I never! The company has no consistency between advisors and spent 5 hours in chat yesterday where the answers kept changing from advisor to advisor!

johnvoe

Who to contact to get any sensible response from Vodafone. Tried normal channels, fobbed off, and same hopeless customer service. PLEASE can someone tell me how to communicate with these useless people. Presently being chased by debt recovery people for a contract my daughter canx in July. Had to pay £88 just to get them off our backs yet Vodafone confirms contract canx, next month another bill arrives for a phone I no longer have or use. Hours spent on the phone getting no-where.
Current phone has direct debit set up yet Vodaphone can't get it to work - turns out they are migrating to a new accouts system they tell me today meantime messages each month threatening to cut off my phone because I haven't paid my bill. My bank confirms no problems with my account and says I'm not the only one locally with this problem - always down to Vodaphone who don't seem to be able to sort these things out. So each month I have to spend a useless hour on the phone to pay by credit card. Oh, and by the way, that's on my BT landline because, you know what, for my £42 monthly contract I have to drive 3 miles down the road to get any kind of a Vodaphone signal. The response to this appalling service is to buy a Sure signal box or you had 14 days to cancel your contract if you weren't happy with the signal. Ah difficult when phone bought and Vodafone contract set up from overseas so by the time it arrived with me as a birthday present it was well past the 14 day change your mind period! I compare this attitude to that of Sky - I would love to sign up to Sky Broadband however each time I contact them they truthfully tell me that for my postcode area the service is not yet available - they don't sign me up, start taking money from my account then tell me I should have read the small print and cancelled when I discover that there's no service.
Is there no place for the small man or is that customer to have his voice heard these days or do we just have to sit quietly and put up with this shocking service.
Where are our politicians, the press, Watchdog, all these people who can surely see all these complaints flooding in about Vodafone. Is this not extortion - refusing to cancel a contract and continuing to extract money from the poor pathetic customer who has no recourse whatsoever it seems. You don't pay up and you get a debt agency chasing you and your credit rating destroyed through no fault of your own. Surely a criminal offence.....? Why is no-one taking heed of all these complaints - this is only one forum, there are so many others out there online listing the same issues!