Vodafone complaints

diamonds

greenturnips wrote: »

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.

Annual leave ? wish customers got that...

Lee has been gone for a good while, and to not put holiday cover in place or state he will be unavailable to MSE for X time, smells very fishy in here...Voda...

ryan92

Yet another update!

The bill is still not corrected and the advisor I spoke to said the bill would come to £69.73 ; this is with 20% of my £35 a month line and 40% of the £51 line.

When I disputed that it doesn't add up, I was told ;

Yes according to the 20% discount on the price plan of £35.00 comes to £29.16 and the discount of 40% on £51.00 comes to £36.42.

However 1 of my lines has been agreed to be cancelled without penalty although I have a funny feeling I will be hit with a massive bill!!!!

vodafone..... where basic mathematics don't apply!

Should I get the Ombudsman involved or should I try speaking with the executive office?

forgotmyname

Buy them a calculator and some new batteries.

I had to contact them several times regarding my discount but they sorted it fully after about 3 months. The 3rd bill was correct.

Miss_J

I have an outstanding dispute with Vodafone (seeing the forum posts here, I'm sure that comes as no surprise). I have 2 different numbers and phones through Vodafone for my 2 daughters (my own phone is through Virgin). My daughter has an IPhone 5 and has the Vodafone app downloaded onto her phone so she can keep an eye on her data and text allowance. I occasionally check her phone app and also online account. Towards the end of September (10 days before the bill date). I noticed the online account was showing an extra £65.00 in additional charges. Obviously I wasn't very pleased with her and when asked how she had accumulated charges she couldn't understand it as her app was still showing she had data available. Sure enough when I checked her phone, the app was showing available data.

I called up Vodafone who said I would need to go into the store with the handset. On taking the phone into the store I was told that there was obviously a problem with the app or the phone because it was definitely showing that data was available. I was told not to worry about this as this wouldn't be on the next bill. A week later when my bill arrived I saw that the charges were in fact still showing. Once again called Vodafone and was told that on checking the notes on the account that the in store advisor had placed the bill would be adjusted. Fast forward another week to just before the bill was due for payment and I checked online and the bill was still charging the extra amount. Another call to Vodafone and I was told again it would be amended and was also told to cancel my direct debit. A week after that and the bill was still not adjusted. This time when I called back I got through to someone in Africa who had a really poor command of English, so much so that he couldn't read the notes on the account and told me that I had to pay because the data had been used, when questioned that his colleagues said I didn't, he disputed this and said that they had written that I did have to pay.

Back to the store I went, angry that after 2 and a bit weeks of contacting Vodafone the issue was still not resolved. I spoke to the same person again in store, who said not to worry they had a new way of adjusting bills and that he could get it amended. He assured me that the problem would be solved. He also said because there was a dispute on the account the service would not be suspended. So after another 5 days and no amendment of the bill I again called Vodafone. This time I spoke to someone in India who said they had rejected the request to reduce the bill and I had to pay it. This came as a surprise because I was told it was definitely going to be amended. A day later the suspended both phone accounts.

This time I returned to another store, there they checked the account and confirmed that their colleague had said the bill would be amended, they also confirmed that the billing department had rejected the bill amendment twice. They said that obviously no one in the billing department was reading the note on the account so they said they would email their area manager directly and get him to look into it. They said I would receive an email the middle of this week.

So today I still have no email from Vodafone and my account now shows excess charges as this months bill has been added to last and I have been charged a late payment charge and still have no service.

I really don't know how to proceed with this now, it's almost 6 weeks since I initially raised this with Vodafone, they have had no direct contact with me apart from the numerous times I have contacted them on the phone and in store. Can anyone suggest what I should do now?

A_Flock_Of_Sheep

I wonder if Vodafone will start doing the split tariffs where the handset is on a finance agreements. Unhappy campers can the pay off the handset and stick 2 fingers up as they junp airtime.

diamonds

Miss_J wrote: »

I have an outstanding dispute with Vodafone (seeing the forum posts here, I'm sure that comes as no surprise). I have 2 different numbers and phones through Vodafone for my 2 daughters (my own phone is through Virgin). My daughter has an IPhone 5 and has the Vodafone app downloaded onto her phone so she can keep an eye on her data and text allowance. I occasionally check her phone app and also online account. Towards the end of September (10 days before the bill date). I noticed the online account was showing an extra £65.00 in additional charges. Obviously I wasn't very pleased with her and when asked how she had accumulated charges she couldn't understand it as her app was still showing she had data available. Sure enough when I checked her phone, the app was showing available data.

I called up Vodafone who said I would need to go into the store îwith the handset. On taking the phone into the store I was told that there was obviously a problem with the app or the phone because it was definitely showing that data was available. I was told not to worry about this as this wouldn't be on the next bill. A week later when my bill arrived I saw that the charges were in fact still showing. Once again called Vodafone and was told that on checking the notes on the account that the in store advisor had placed the bill would be adjusted. Fast forward another week to just before the bill was due for payment and I checked online and the bill was still charging the extra amount. Another call to Vodafone and I was told again it would be amended and was also told to cancel my direct debit. A week after that and the bill was still not adjusted. This time when I called back I got through to someone in Africa who had a really poor command of English, so much so that he couldn't read the notes on the account and told me that I had to pay because the data had been used, when questioned that his colleagues said I didn't, he disputed this and said that they had written that I did have to pay.

Back to the store I went, angry that after 2 and a bit weeks of contacting Vodafone the issue was still not resolved. I spoke to the same person again in store, who said not to worry they had a new way of adjusting bills and that he could get it amended. He assured me that the problem would be solved. He also said because there was a dispute on the account the service would not be suspended. So after another 5 days and no amendment of the bill I again called Vodafone. This time I spoke to someone in India who said they had rejected the request to reduce the bill and I had to pay it. This came as a surprise because I was told it was definitely going to be amended. A day later the suspended both phone accounts.

This time I returned to another store, there they checked the account and confirmed that their colleague had said the bill would be amended, they also confirmed that the billing department had rejected the bill amendment twice. They said that obviously no one in the billing department was reading the note on the account so they said they would email their area manager directly and get him to look into it. They said I would receive an email the middle of this week.

So today I still have no email from Vodafone and my account now shows excess charges as this months bill has been added to last and I have been charged a late payment charge and still have no service.

I really don't know how to proceed with this now, it's almost 6 weeks since I initially raised this with Vodafone, they have had no direct contact with me apart from the numerous times I have contacted them on the phone and in store. Can anyone suggest what I should do now?

Amazing a retail area manager has to authorise a bill credit because third party outsourced billing dept wont take authorisation
from a ACTUAL Vodafone store employee, all these years later Vodafone store employees cannot force things to happen on non outsourced Vodafone staff. Voda have had years to inform their third parties retail staff are VODA employees and that is authorisation from Voda to do whatever is needed to resolve issues.

diamonds

A_Flock_Of_Sheep wrote: »

I wonder if Vodafone will start doing the split tariffs where the handset is on a finance agreements. Unhappy campers can the pay off the handset and stick 2 fingers up as they junp airtime.

They had them on Red plans, and pulled it.

jacflash

Today I have voted with my feet and am moving to another network. Simply upgrading my daughter's handset has turned into a nightmare, taken hours of my week and caused huge stress and frustration. I cannot comprehend the levels of sheer incompetence, and as someone who works in a customer-facing role it amazes me that whilst every "agent" I have spoken to (7 this week) is full of apologies, no-one has been proactive in contacting me to resolve the issue. With each !!!!-up, I have had to chase them to try to find answers and solutions - do they really expect customers to pursue them, and even when they do, just shove them around from one department to another with no resolution?


The final straw has been the wrong handset being dispatched to the wrong address. They were unable to cancel the delivery attempt despite me assuring them no-one would be in and even if they were, we are not taking delivery of the wrong phone. Even now, I have to call Vodafone in a few days' time to cancel the upgrade - they seem totally unable to sort out the mess they have created.


The contract ends on 17 January, and apparently I can only give notice that I don't wish to renew on 17 December - not a single day earlier. I understand it has to be at least 30 days, but really? They can't cope with it being anything other than 30 days?


My daughter will have the handset she has set her heart on, with a different provider. My relief to be shot of Vodafone is immense. Whenever I see those "Power to you" adverts it strikes me as the most ill-fitting slogan ever. Last night ,having selected the "upgrade" option on the automated menu, I was on hold for 30 minutes before getting through to a human being. Today, however, when I chose the "Thinking of leaving us?" option, there was a miraculous call-back service on offer so I didn't have to waste my time on hold...... funny that. As a Vodafone customer you are without any power at all, and Vodafone itself doesn't seem to have the power to perform the simplest of tasks without screwing up.


And now I receive a text questionnaire to give feedback about my experience and would I recommend them to others...... jokers!

Arklight

I went into a Vodafone store with my partner to buy the Smart Ultra 6 so that we could unlock for her to continue using on Giffgaff. I had sworn never to go near Vodafone again but there is no other phone like that for the money.

We had only been in there for a couple of minutes when all the stress and PTSD of what it used to be like being a Vodafone contract customer started coming back. It took ages to get seen, because as usual with Vodafone stores, they are filled with people complaining about billing and contract issues the staff cant help with. So the staff are left helplessly on hold to their own useless call centre while the store fills up with customers who want to complain about the useless call centre.

When we did get seen it really all started to come back. The pushy upselling, the being told you need to buy things you don't need, the suspicion they are signing you up to them anyway. The sales assistant took it on herself to set the phone up rather than just selling it to us, loudly demanded my wife's Google Play login and password while she types things into her computer - for a PAYG phone?

I am not at all convinced she hasn't set up some kind of standing order off our credit card. Argh.

Anyway we finally got out of there with the phone, £2,29 for an unlock code from ebay and what a relief to see the Giffgaff symbol appear and be shot of Vodafone.

I don't imagine they will go on that much longer before being taken over by someone else. which realistically is the best chance most of the people on this thread have of getting their problems sorted out.

cinders13

melissag89x wrote: »

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

did you get details of the ceo??? im at my wits end with vodafone.:mad::mad::mad::mad::mad::mad::mad: