Vodafone complaints

pebrey

...I have been trying to get a resolution from Vodafone for ages now. Even set up a web site with all the letters etc on: vodamoan.co.uk .

Only response I got was from their web relations team - as they didnt like the web site. No resolution though.

...off to Otelo next.

ContractCrazy

Hi there

Can anyone give me an address to complain to Vodafone and get some resolution for my problems.

Been contacting them non stop for weeks trying to cancel my contract.

Every time I ring I'm told something different - was even given an email address by one customer services rep that doesn't even work any more!

Vodafone seem to have a complete disregard for contract law. Am even considering taking legal action over their treatment of me.

Have gone through the web to complain, and heard nothing back - surprise surprise.

Any addresses and other organisations I can complain to would be much appreciated.

Thanks.

xoxoxox

John - from Vodafone, or whoever you are. I don't want to express rude remarks, and use the f word a million times over and again. But I have some advise. Quit this company...or, for that matter, quit this corporate web of business where customers are herd of wilder-beasts in okawango who are more likely to die because of external factors. The sharp canines of lions, the okawango river with rapids, the okawango river with crocs, the wild dogs, the leopards, cheetah, hyena. And eventually the existence of the fact that all who are born must die too. There is no escape. If the beast dont become the prey the hunter dies.

i am so much done with vodafone, ISPs, and every other trade for money-greed that i am done. No more vodafone, no life in fast-track economy boosters. This is not what desires exist for. The money, the need for comfort is a bottomline, the last elements of happiness & comfort.

i don't need no vodafone anymore. I dont want to change anyone anymore. Because they won't agree to change. You jad business with me. Not anymore and i hope i never have to ask for yourself. Wish you become the nicest human ever. It'd be the nicest feeling i would go through.

howburn

Hi below is a copy of a letter outlining my compliant to Vodafone, I have copied it to the OFT and will also send it to the link the "vodafone company Representative"has provided that is a member of this forum. Sorry it is quite long winded but I have just copied the main part of the text from my letter.

I have been an account holder with Vodafone now for about 3 years, and hold 2 separate phone numbers with you, one for myself and one for my wife. I am unsure exactly how far I am through my current contracts, but I am aware that they are both the result of a deal offered to me over the phone by one of Vodafone’s representatives, in which I agreed to keep our existing mobile phones for another term of the contract, but I would be paying less per month.

However I was a little surprised that on Friday 30/10/2009, unannounced I received a call from Vodafone informing me that my contract was due to be renewed in the next few months and I could if I wished do this early, and I would receive a new phone. As my existing phone is getting old and quite worn I agreed to listen to the deal he had to offer. After a reasonably lengthy conversation in which different monthly price plans, inclusive minute and inclusive texts were discussed I accepted the option of a new phone for myself, with 600 inclusive minutes a reasonable number of text messages,(I forget the exact number), this would cost me £12.50/month for 15 months of an 18 month contract, I accepted this on the grounds that we could do this for both my phone and my wife’s phone. This is what we agreed; there was no mention of new sim cards, new phone numbers or my account now having four phone numbers linked to it.

I received the 2 phones on Saturday the 31st October, when I opened the phones it became apparent that there were new sim cards and new numbers, which I did not want or need. I rang customer services and was told that I needed to use the new sim card with the new phones, I explained about wanting to keep my old numbers, and I was then asked my existing phone number and also the number from the back of the new sim cards, I did this for both phones with both numbers.
I was told that my new phones, along with the new sim cards would now work with the phone numbers I already had.

However this did not seem to be the case. I called customer services again today, only to be told that the new phones and sim cards were additional ones on my account, I was not due for an upgrade and I now had four numbers on my account which I could be charged for, I explained that this wasn’t what I wanted or what I had been offered and I still wanted the deal offered to me on Friday 30 October of 2 phones, 600 minutes each phone at £12.50 month each. The reply to this was that this deal was only open to new customers and I was not eligible and unless I returned the phones and sim cards unused and undamaged I would be charged. I offered to send the new sim cards back and the old phones as I wanted the deal I was offered, but to be told that was not an option. I suggested that I terminated my contract with Vodafone for all phones but apparently this would cost me in the region of £200, because I am leaving a contract early.

All of the above has left me feeling very annoyed, I accepted the deal I was offered when Vodafone approached me, I did not request a new deal or phone but was happy with what I was offered, and I feel Vodafone have broken there contract with me by reneging on the deal. I will not be held responsible for any additional costs incurred for the two phones delivered to me, and I think it also reasonable for Vodafone not to charge me for leaving my current contract, if I decide to do so and I have requested the PAC codes for both phone numbers in case I decide to do so. Since Vodafone contacted me on Friday I have had conflicting information about my account and eligibility for this deal, from it initially appearing a good and generous upgrade, to something additional on my account which I could be charged for.

As a slight side note, I mentioned this deal to family members who are not Vodafone customers, they were eventually offered it, as they had requested it, but to be told it was usually only offered to existing customers!






To Summarise:

• I had a Vodafone contract I was happy with for my phone and my wife’s phone
• Vodafone approached me to offer a new deal with new phones but our existing numbers for £12.50 a month
• Vodafone changed the offer and gave me 2 new phones giving me a total of 4 numbers
• Vodafone now say I owe them money if I don’t want 4 numbers only the 2 existing numbers.
• Please either stand by your original offer or return me to my old contract without any penalty charge.

happyhunter

Don't bother with the 'contact us' link on vodafone website.
Send complaints to this email address

[EMAIL="DirectorComplaintOffice@gb.vodafone.co.uk"]DirectorComplaintOffice@gb.vodafone.co.uk[/EMAIL]

My problem was resolved the following day afer emailing. (I also included the original half hearted reply from Vodafone's India rep and cc'd them on the email )

Rep from India also called back later and replied every questions I had.

kbv1

Well i sent my final letter of complaint to the Vodafone Customer Care email and someone called me on Sunday telling me they will be sending me a brand new Storm 2 through the mail and my next months line rental free.. so RESULT!

Amelie08

Hi Vodafone representative

Can I just say not only did I send my complaint to your online link with the reference number just provided, but to three postal addresses for Vodafone, your customer care email (that work when it wishes) and your CEO.....only to receive a call from someone in customer care who was only interested in AGAIN sending me phone off to be repaired. She also told me to EXPLAIN the problem!! I mean was my long letter not enough for you, I have to go and explain myself again. Read the letter….READ THE LETTER!! I didn’t enjoy writing it.
When asked she said she had not rang to discuss complaints about your service, my messed up price plan and an apology for the stress and time I have had to endure, dealing with this.

I am now in touch with Consumer Direct, who have advised me on what to do next. If your role searching through MSE is for purpose of ensuring your customer are satisfied rather than for you to pass on to colleagues for a good old laugh. I would like YOU to search for my letter place on here and search for it on your database.


I have so many more important things to deal with in my life and feel sick at the thought of this company taking p so much time, whilst finding solace in MSE reading about others problems with you company.
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I am fed up of writing to Vodafone, would rather not talk to another representative, have another 18month of this (stupidly said yes to a 2 year sentence) and have received October bill and guess what?? IT IS STILL WRONG!!!

I just want my contract sorted and a new phone, preferably not the blackberry I have as they are a waste of time and vodafone technicians and rep in-store now nothing aout fixing them!! I wonder if the i-phone is going to be any better??
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babiebeany

My original post was on page 16 or 17 and I can report a partial success, in that I was worried that despite telling me that I would not have to pay for 2 mobiles I would still have the full amount taken from my account.

The success here is that vodaphone were true to their word and only one payment for 1 phone was taken - thank you very much for sorting that out for me Lee.

Fast forward to today and I attempted to ring customer services to check the date my mobile contract would be up so that I can port the mobile number on the missold sim to that contract.

The cs person had no idea what I was talking about and kept asking me if I wanted a new contract. I didn't dare give him either of the numbers I have with them as I was worried he would just start another new contract on top of the 2 accounts I already had.

So I followed the advice on here and went on to the website to email, quoted the WRT135 ref in my message and once I pressed the send button got the message: error the page you are trying to access is not available please contact the administrator.

So now I am stuck again. I will use the phone number I previously used when I spoke to Lee to see if someone there can help me as Lee did last time.

I will report back on my progress.

babiebeany

Back again - can't seem to find that phone number for Lee - can anyone help me.

I have looked by on this thread and can only find an email address for the ceo - will try that if I can't get the phone number I suppose.
TIA

howburn

I think my problem which I detailed here last week has been sorted. I used the link the "Vodafone company Representative" has provided to send my letter to and also the email address Happyhunter posted. And for me it was the direct link which worked.
A lady called Kay from the eForum Team has emailed me and confirmed over the phone that the rep who called me did not explain properly to me that this deal was for 2 additional hand sets and numbers, and they accept that I was basically mis sold the package. And they say I obviously genuinely believed what I was being sold. This was after they had listened to a recording of the conversation.
They have agreed to let my wife and I keep the new handsets, 600 inc minuets/month and unlimited texts for £12.50 each, total £25 for 18 months. So thanks for the email addresses and the direct link.
I will wait untill the end of the month for the bill to be really sure.
Dave