Vodafone complaints

greenturnips

greenturnips wrote: »

Message sent to Vodafone rep - WRT135 [#11779632]

Vodafone??

darbysth

greenturnips wrote: »

Vodafone??

Think Lee has finally given up!!!

darbysth

darbysth wrote: »

Think Lee has finally given up!!!

Just had a call from Vodafone they have honoured their original promise.However there was no record of the original promise of free extra data as a goodwill gesture for messing me about.
Definitely going to record calls to Vodafone in the future.

diamonds

Voda Lee has bailed it seems.

Jon_01

diamonds wrote: »

Voda Lee has bailed it seems.

More cost cutting at Voda? Getting rid of the only guy there that had the will to sort things out is clearly a huge saving!

Doesn't seem much point anyone adding to this thread unless Lee, or a replacement comes forward, as no one else can do anything...

diamonds

Jon_01 wrote: »

More cost cutting at Voda? Getting rid of the only guy there that had the will to sort things out is clearly a huge saving!

Doesn't seem much point anyone adding to this thread unless Lee, or a replacement comes forward, as no one else can do anything...

Prob had enough of crap pay for picking up the pieces of its third care companies.

MSE should be confirming with Voda its status on the board given its a official MSE authorised account.


I mean reading this thread do MSE think Voda are capable or proactive enough to tell them of any impending withdraw of official staff :rotfl:


They could not even post bye, get us on the Voda official forums and a link...sounds very familiar.


I was told Lee and the twitter team are third party, maybe head office does not know a official Vodafone email address set up this board rep as third parties have access to some vodafone email addresses.


Either way, another poor show of Vodafone

KeithBFD

Only just found this forum. Been having problems with Vodafone since I was called in April with an offer to upgrade two of the phones on my account. Foolishly I agreed and two new phones were sent and two new lines & plans were created for the upgrades. Was told that the local Vodafone shop would sort out transfer of the existing numbers to the new phones and plans. However only the numbers were transferred leaving me with 6 lines on my account instead of 4. I only realised when I saw the May bank statement. Called customer services to be told as it was outside the 14 day period the two lines would have to be converted to PAYG then after 30 days the numbers could be ported over to the new plans. Called on 3rd July to be told they would have to be PAYG for 30 days before transfer could take place but the numbers had not been transferred to PAYG.

Over the next couple of months, calling customer (lack of) service on a regular basis, I was told the two unwanted numbers could be cancelled, receiving letters to that effect but they were never cancelled. Finally on September 30th I was told that the numbers could not be cancelled but the wanted numbers would be transferred to PAYG on 30th October then I should call at the Vodafone shop to transfer them to the new plans. This I did only to find that they were not PAYG until midnight and that even if I started the process it would not be completed until 3rd October as transfers do not work over the weekend. Called on Monday 2nd, started the process and was told both numbers would be transferred by 8pm on Tuesday. Only one was transferred so rang customer service to find out the system cannot cope with two requests from one account simultaneously. So the second number would be transferred by 5pm today.

In the mean time I have been billed for these two unwanted lines £56 per month. I normally download the bills to keep for my records. As I wasn’t using the two additional lines I deducted the £56 from the bill and paid over the phone having cancelled the direct debit until the issue was resolved. Each time I called to pay I explained the situation and the operator agreed with me, accepted the payment and made credits to the account. In September I could not down load a full copy of the bill in pdf format so I asked for one to be sent. To date no bill has arrived for September. I did my usual deduction of £56 for the September amount and paid over the phone. In October I was able to down load a full copy of the bill where I noticed one of the lines, used by my daughter had “lost” it 600 minutes running up an additional bill. I rang to find out what was happening and the minutes were reinstated and the amount was to be credited to my account along with the £56 and the charge carried over from September. After deducting these amounts I paid over the phone receiving a text receipt. A few days after I had paid I accessed my account to find there was no record of the payment and an outstanding amount and my son began receiving texts about the bill not having been paid. It also appeared that the bill had been recalculated and was now slightly different to the original bill but the pdf bill was still the same. As a result last week all the lines were restricted being only able to make emergency calls. On 28th October I called and it appears that the credits had not been fully applied. I was told the lines would be derestricted but this happened slowly with the last line derestricted at 10pm on 31st October. The two unwanted lines were also affected and I was assured that these would be derestricted as they were needed to allow the two PAYG lines to be transferred to.

Back to today I find that although one of the PAYG line has been transferred, the line it has been transferred to is still restricted. I also find that there is no pdf full breakdown for the November bill.

As you may gather I am not at all happy. I wrote a letter of complaint and sent it to the Customer Relations manager on 12th October and allowing for postal delays and the stated 5 day reply time I expected a reply by 21st October. Nothing was received. I have tried contact via the website, Live Chat and email, all are utterly useless. Live chat was suggested in an automated reply to the email but the operator eventually called me but was still unable to help. Whenever I call it’s pot luck whether I get a UK or offshore call centre. The UK centres are better as at least you can understand them. The offshore centres have a delay, the sound quality is not good and it is difficult sometimes to understand the accents of the operators and they are not prepared to show any initiative to resolve the issue. On virtually every call I have been told the operator will sort out the problem but they never do. Vodafone customer services are utterly incompetent and are not fit for purpose.

I have been with Vodafone for 20 years and everything has been fine up until this year but this issue has convinced me that I will not be with them for much longer.

Does anyone have any suggestions as to how I can proceed and how I can get out of the remaining contracts at no cost?


Keith

scorpiolady

I wanted to end one of my contracts and like everyone else spent hours on the phone and live chat but nothing was ever done so i emailed the ceo and 2 days later i got a call from them and she said she cancelled my contract and i would be getting a refund.

I wasn't convinced it had been done so i emailed vodafone as Lee explained on here and he rang me but i missed his call so he emailed to say everything had been done, billing day is today and the contract has been cancelled and i got my refund. :T

So thank you Lee really appreciate your help

greenturnips

Received a call from Vodafone today. Really helpful rep, is currently dealing with my issue. Lee is on annual leave therefore this would explain the lack of responses on here. They did say they are trying hard to get through all the emails so bear with them.

mobilejunkie

Well, they'll have more from me after today's fiasco. All the usual things (but avoided the manager calling back etc.). They really are terrible and deserve all the flack they are getting.

Add my Ref number to the endless list:- 11845069