Vodafone complaints

MoneyMate

The only problem I have is Vodafone falling out with Sainsbury's Mobile, still now taken my old number to ASDA, with existing credit from Sainsbury's being transferred into Nectar points.
Lucky me being one of the 150,000 Sainsbury's Mobile customers :beer:

grommit123

I've been trying to leave vodafone for 2 months, i'd not had a problem with their service until now.
i had taken out a contract for my son early last year, he then lost the phone in august this year so i phoned the help line to block calls etc. so far so good

The following day we decided to end the contract early so he could take on his own as he was 18.
I called vodaphone, asked to pay to leave the contact and was told i could pay the sum of £222.42 over the phone and it would be done. So i duly paid. Nice and easy, so i thought.

A few days later i received the normal email bill, so called to ask why as i had terminated the contract.
i was told i would have 1 more payment to make before end of contract. ok fine.
in October i received another email expecting more payment (?)
I tried to get through to vodaphone to no avail and decided i should cancel my direct debit (which i now realise was a mistake).

I phoned again to complain and ask why as yet i had not received any contact pertaining to end of contract and why they were still tying to take money from my account, and was assured that it was all sorted, i wouldn't have to pay any more and the 'final' payment would be waived.

A few days later i received a demand for an early termination fee of £108.91 ??

This time i thought id try the online chat help and they could find any trace of my payment of £222.42 !
eventually after much searching a note was found saying i wanted to pay that figure but that there was no proof of payment (!) and that i would have to go in store and scan in a bank statement.

This was duely done and on another on line chat i was 'assured' it was all corrected and i would receive confirmation in the post and by email withing 48 hrs.
I have not received either.
I did how ever receive an over due payment notice of the standing £22.05 monthly contact fee which i was previously told would be waived.

I went to check my account had been updated with my local store and they eventually found that the contract had been terminated but could find no trace of what i had been told regarding waiving of final fee. So i used the online chat again to chase it up and this time was told that there was an outstanding debt of £118 on my account !?
i asked to escalated this to his supevisor and was eventually put through to a south african office who again 'assured' me that the problem was solved, i wouldn't have to pay any more money and that i would receive an email with in 15 minutes and confirmation letter within 2 days.

and guess what, i haven't received anything!

It seems leaving vodafone even if you pay is impossible, no one seems to be able to correct anything, all i get are empty assurances and demands for more money. i am expecting a debt agency demand any day now -even though ive already paid.

Avoid at all costs.

mobilejunkie

Miss_J wrote: »

How do you contact the web relations team?

email eforum.web@help.vodafone.co.uk and put WRT135 -MSE in the title.

Arklight

You need to get the late payment charge taken off as it can affect your credit rating.

Make sure they actually have amended your credit file too, not just refunded the money.

Arklight

No, of course not.

cineman

As with many contracts Vodafone give 3 months unlimited data at the start. I know how this works, get used to it and after expiry they hope to catch a few unsuspecting users and bill them, and I know the difference between wifi and mobile internet!

I wasn't sure when my 3 months expired, called and it was confirmed. Then I got a whopping £200+ quid monthly bill (average bill is 20 to 30 quid). Called then and they said

a) The phone call wasn't recorded
b) there is no record of my account being accessed on the date and time i say it was.
c) there are no notes on my account from a female calling herself "Andi"

I have a few questions for MSE users

1) Have Vodafone ever dealt with an issue by using a recorded conversation? In the 15+ years I have been with them they have not in my personal experience
2) Can my account be accessed and at the same time show no record of it being accessed ?
3) Has anyone else had issues with customer care at Vodafone not understanding what the customer said because English is not their first language? I appreciate that many Vodafone employees have excellent english however in my particular case the employee failed to distinguish between unlimited data expiry date and billing date.

Thanks in advance

mobilejunkie

You don't get it at all. The details are irrelevant.

- They are trained to pass the buck to another department
- Say what you want to hear regardless of the reality
- Rely on customer's naive ideas about customer service expectations
- Read from scipts regardless of your questions
- Wear you down by having you go security every time you speak with someone else (which is endlessly until you give up)
- Promise call-backs from Managers who ebsure they never materialise
- When all else fails cut you off

Basically, when you do have a problem (usually of their creation) you go into a machine which churns you over and escalates the problems until you give up.

darbysth

mobilejunkie wrote: »

You don't get it at all. The details are irrelevant.

- They are trained to pass the buck to another department
- Say what you want to hear regardless of the reality
- Rely on customer's naive ideas about customer service expectations
- Read from scipts regardless of your questions
- Wear you down by having you go security every time you speak with someone else (which is endlessly until you give up)
- Promise call-backs from Managers who ebsure they never materialise
- When all else fails cut you off

Basically, when you do have a problem (usually of their creation) you go into a machine which churns you over and escalates the problems until you give up.

This is it perfectly described.I called end of September to change one of my contracts to sim only (end of minimum term).All agreed £17 pm.
Low and behold they took it upon themselves to enter me into a new 24 month contract @ £35 pm with a new phone.
Still today I'm trying to get back to what I asked for.Had loads of promises and yes you guessed it no records on my file.
When both contracts I have are up next year I shall run for the hills no matter what they offer me.

diamonds

When calling ANY communications company DO NOT call a shortcode number or any company issued number from their service - they do not always show up on bills.

Always call from another provider where the call is logged as a call on bills.

The "we have no record of a call" bull is easily proven by yourself.

BLUEWKD

I have just come on to see if the vodafone rep is as helpful sorting problems out as he used to be and couldn't believe what I have been reading, although suppose after my experiences the last 3 months with their customer serivce and looking on facebook I suppose I shouldn't be surprised. I am also frustrated and fed up with trying to get vodafone to sort my bill out. From what I have been told a couple of months ago vodafone had a software update, this apparently is what has caused them a lot of problems. My problem is that despite my contract saying I am on euro traveller and will be charged £3 a day for data and calls, I have been charged normal price, which has resulted in over £100 in extra charges. I have taken a copy of my contract to the store plus shown them a text message from an earlier trip abroad saying welcome to vodafone your on euro traveller and will be charged £3 per day, but that hasn't helped me with cs. All they say is that it goes to a seperate department to be looked at, they have a backlog and no idea when it will be resolved. In the meantime they have all this extra money which I cannot afford to be without. Going to bother them every day till this is resolved, doesn;t seem much like any other option