Vodafone complaints

hawkwind

Thanks Lee for sorting my final bill for me [#11965163]

If only 191 was as good.

srf_28

My experience with the company is awfull as well, they rarely respond to emails earlier than after a week. Have you got any methods to get them responding quicker?

jblackmore

I've been battling to sort out a 2 month old faulty handset since Monday morning, over last 3 days I've left 6 msgs for local Vodafone store, and phoned 10 other times, I can tell they are declining calls as the ring length varies.

Vodafone tech support have confirmed this is a hardware fault (*#0*# vibration test fails), but cannot sends a replacement, has to be done in store and only if they have stock and get authorisation to replace so told me they cannot do any more.

Vodafone customer services cannot get hold of store either and they ignore service calls, and refuse to send another phone out, saying after 14 days this is my problem, and I have to go to store and wait for repair - which I cannot do, and is clearly ridiculous. I spent 30 minutes on the phone to them this morning, where they went round in circles telling me the same thing 6 times, Vodafone policy apparently ignores the sale of goods act, manager wouldn't speak to me or give his name, so only escalation is to wait 2 days for a manager to call back to tell me the same thing.

The only way I can get a working handset looks to be to take out a contract with another network then dispute termination fee's with vodafone, which I can only do by postal letter as they refuse to speak on phone or receive emails ???

mobilejunkie

markgillett wrote: »

Who can I contact to resolve this? The Vodafone help line is just useless
Mark

Try actually reading the previous post to yours. It's not long or rocket science.

eggsarnie

Update regarding my post aka #11971246, got a text from Lee today saying my £106 bill had been cancelled and that I owed nothing, thank you Lee for confirming what we both knew, Lee has done a great job !

Just make sure others who read this make sure you check that bill, if not complain !

diamonds

jblackmore wrote: »

I've been battling to sort out a 2 month old faulty handset since Monday morning, over last 3 days I've left 6 msgs for local Vodafone store, and phoned 10 other times, I can tell they are declining calls as the ring length varies.

Vodafone tech support have confirmed this is a hardware fault (*#0*# vibration test fails), but cannot sends a replacement, has to be done in store and only if they have stock and get authorisation to replace so told me they cannot do any more.

Vodafone customer services cannot get hold of store either and they ignore service calls, and refuse to send another phone out, saying after 14 days this is my problem, and I have to go to store and wait for repair - which I cannot do, and is clearly ridiculous. I spent 30 minutes on the phone to them this morning, where they went round in circles telling me the same thing 6 times, Vodafone policy apparently ignores the sale of goods act, manager wouldn't speak to me or give his name, so only escalation is to wait 2 days for a manager to call back to tell me the same thing.

The only way I can get a working handset looks to be to take out a contract with another network then dispute termination fee's with vodafone, which I can only do by postal letter as they refuse to speak on phone or receive emails ???

https://www.google.co.uk/search?client=opera&q=consumer+rights+regulations&sourceid=opera&ie=UTF-8&oe=UTF-8

WANDSWORTH20

I tried to transfer my number from Tesco to Vodafone.

Despite numerous calls to Vodafone and trying to use the live chat on the website, I still have not had my number transferred. Vodafone just keeps telling me that the PAC I have given is a “secondary PAC” and that I need to ask Tesco for the primary PAC. Tesco had repeatedly confirmed there is no such thing as a secondary pack and that it cannot re-issue a pac until 30 days have passed.

I have found Vodafone staff patronising, unhelpful, incompetent, inexperienced and they all have the temerity to speak over customers while on the phone.

I will be cancelling my contract today as it's the 14th day of the cooling off period. Just not worth being stuck with a such a provider and its awful overseas call centre staff.

MikeK88

WRT135 [#12020543]

So here's my unresolved complaint just to add on to the pile.

Phone was up for renewal, spoke to Vodafone on 05/10/15 and asked for the new iPhone 6S. Sales rep said we can offer it at £29.99 for the handset and £48.99. My current contract was £39 so I said this was too steep. The sales rep then asked if I worked for a bank or other similar service to which I replied yes, Santander (mentioned it specifically). He then said I can get 20% off my monthly bill under their Advantage scheme, all I need to do is show my work ID at the local Vodafone store. GREAT!

So my phone arrives, I take it along with my ID to the store and the assistant there sits me down and goes to enter my details onto the computer. After a few minutes he says Santander isn't on the list and I can't get the discount. After explaining the conversation on the phone he says I need to phone up and tell them what has happened and they will apply the discount. Ok, annoying but no problem I thought.

I call Vodafone when I get home and the advisor understands, says he believed Santander was on the list however will pass the details to the back office to resolve (this back office either don't exist or just don't want to work). He takes details of my work such as work email etc and says don't worry, it'll be sorted. I leave it at that and think everything is fine (I wasn't aware how incompetent Vodafone are at this point).

I then get a bill for £98 through my door. I am baffled and check and can see I had been charged the previous month, plus next month, plus a one off item of £34. I phone up and inform the advisor my bill is higher than it should be (I normally pay £39). He looks and says "there are 2 picture messages for 40p" and remains silent. I politely informed him I wouldn't be calling over 80p when my bill is normally less than half of what it currently is. He says there is a one off payment of £34 but he can't see what it is. 30 minutes go by and he still hasn't found it, by which time I have to go back to work as I was on my lunch.

I call up later and within a few minutes I am informed the 20% was not applied to the account and the £34 is for the iPhone plus a delivery fee (which wasn't mentioned originally). I can accept the delivery fee if I was told about it. This new advisor then says he will apply for the back office (AGAIN) to apply the 20% discount and says it will be 3-5 days. He says as a form of compensation he has applied 2GB extra data to my account... fantastic, except one thing. I currently have unlimited data, so he is effectively offering me fresh air. I tell him i'd like to make a complaint, so he says the only way to complain is via their website. So i go on the Vodafone website and find the complaints code of practice.... which says call us (on the number I had just been speaking on!!!!). I give up and wait to see if the discount will be applied.

7 days pass and I check my bill, surprise! No discount applied. I call up again and speak to another advisor and explain the whole issue AGAIN. She places me on hold, comes back and says she can see the previous requests however they have gone untouched and has no explanation. She says my details have been passed to a manager in her team who will manually apply it within 48 hours. I ask her how do I make an official complaint, to which she says go on the website. I refuse and say I want to complain directly. Her response was "if people complain over the phone we normally just resolve the issue and thats it". Well you haven't resolved my issue, so how do I complain? She says she will find out as the website has changed recently and will text me. Shock horror, I get no text.

I then go onto the Vodafone site and find the live chat (never ever ever ever use this). A complaints "specialist" pops up, I explain the entire situation AGAIN. His response was to fire off a few template replies and says I need to "fill in a form online for my request". He then sends me a link on how to request my PAC code. By the time I check this link and come back to him he has fired off his pre-written reply saying he's glad he could help and is there anything else. I tell him he hasn't helped and require this magical link, which he eventually gets. I ask him is this the link to complain (which I want to do) or for my discount (which the advisor has said she has already escalated). He tells me it's for the discount, clearly not showing he was listening to my issue. By the time I go to tell him (literally 30 seconds) that I want to complain, he fires off his last pre-written reply and terminates the chat.

So, clearly annoyed I open a new chat and tell this person to review the previous chat... their response was "so have you filled in the form?". No, I haven't. Why have the previous advisors not done this? Why is this now the 6th (or 7th) point of contact and still nothing has been done? I have wasted time, effort, lunch hours and petrol getting to the store, not forgetting I am currently paying MORE than I should be which I can't afford to do at the moment. I ask for my bill to be amended and to be adequately compensated. The complaints "specialist" then kindly informs me they no longer offer compensation and the way they resolve complaints is simply "to action the original request".

I've come to check my bill today and guess what.... no 20% discount. How this company operates is beyond a joke. The staff don't care/don't action requests and will tell you anything just to get you off the phone. The complaints team are anything but a complaints team, if anything they probably generate more complaints. I have a bill due in a couple of days which is more than what it should be, for the 3rd time on the run.

WANDSWORTH20

(Text removed by MSE Forum Team)

Kate is the Head of customer services.[/FONT]
You will get a bounce back as they've tried to arrange for the email addresses to alter themselves so that they don't hit the inbox of the intended recipient. When it bounces back, they add loads of "?" to the email address even though you typed it perfectly. Typical, but you might be able to get round this if you use your work email account. That's if you work somewhere like the police, a regulator, bank or a government organistion. Good luck.

annabellee25

Hello everyone, I just joined and it my first time posting here, I'm not sure if i am on the right thread, I had a mobile phone contract with Vodafone for 2 years it expired on 14 of July 2015, therefore i contacted them saying i wished to cancel my account, 5 months later i receive a letter stating that i owe them £88 pounds, I've phoned them straight away and they said they had no record of me cancelling my account and i had to pay the money. Any advice on what i should do? Thanks you so much.