Vodafone complaints

mobilejunkie

I had the same thing a few times two or three years ago. More importantly, make sure no late payments end up showing on your external credit files (that didn't happen in my case, but never trust Vodafone or anything they tell you unless it comes from the Web Relations Team - who you should contact as instructed endlessly on this thread).

fatrab

I have today managed to find a hidden telephone number for their customer relations dept and spoken to a human who wasn't reading from a script!


He assured me that the direct debit has been taken on the 27th Nov and that everything looks fine.


Just a slight problem, there hasn't been any money taken, and they haven't set up a new DD.


He told me to wait until tomorrow to make sure that the DD hasn't/doesn't come out and then call back.


If this isn't resolved this time round I will be cancelling my contracts.


Why can't a company the size of Vodafone set up a simple direct debit? Why was my DD cancelled in the first place?? Why can't I get through to someone who can help???


I give up.

Stlymch

fatrab, would you care to share that phone number?

Howitto

I quote my complaint email to Vodafone. You will get a jist of the issues!

Good afternoon,


Unfortunately due to your rude, inept, lying staff I have had to resort to officially complaining.

I have had ongoing issues with you for weeks regarding two accounts. I ordered the via The Carphone Warehouse (Order dates were 30/9/15 and 1/10/15 and cancelled these orders the next day as found better deal at O2. They confirmed cancellation (I have email proof dated 4/10/15 backing this up) and informed me they would issue disconnection notices on both accounts to you. I thought that was end of the matter.

I am now being chased for debts ‘owed’ to you. According to your records, one account is £12 in arrears and the other account is £128 in arrears. I recall a chat with an adviser called Neal dated November 23rd that confirms both accounts are £0 and he has issued credits on both accounts and closed them. He assured me that would be the end of the matter; but it wasn't. Numerous Vodafone staff (Around 15 live chats in total, possibly more) have claimed my accounts are £0 but when I speak to someone else, they aren’t and tell me I owe money and to pay it off. I was told debt collection would stop and the bad marks on my credit file would be removed. They haven’t and again today they chase me for this ‘debt’; in fact I receive 3 phone calls a day (evening) and it's stressing me out.

I sent a complaint to Carphone and they have confirmed one account is STILL active and not disconnected. I spend at least 3 hours per day on live chats trying to resolve this only to be told something completely different to what I was previously told.

£105 in compensation was agreed last week and assured that was the end of it. Since then, I've experienced more problems with you. One advisor claiming no compensation was agreed, that I still owe money and being passed pillar to post on live chats to get nowhere. I have had to spend an extra £50 in wifi minutes and £20 on medication. As it has yet to be paid to me, I am now requesting £300 (Bank details listed above) I want this revised compensation amount due to the disgusting experience I have been put through since previous amount was agreed and also to cover charges I have since incurred. Constant human errors. I have never experienced such poor customer service in my life. This has severely effected my health and home life; it has made my anxiety very bad and I have had to take several visits to the GP for higher medication dose. I'm constantly being harassed, made to feel like a criminal when I have not done anything wrong. I am on edge and lashing out at family as always stressed.

I am sick of having to open up a live chat to you and spend my evenings constantly repeating myself.

The fact is I ordered two handsets, cancelled them the next day and Carphone issued notices to you. I never received order as cancelled next day. As you can now understand, I do not owe you a penny. Nothing.

I urge you to take my complaint seriously, accept my compensation request and send me confirmation that both accounts have been closed and I owe nothing. I also want confirmation from you that the debt collection agency have been informed that the account is closed in your error and confirmation from billing to say the 'late payment' marks on my credit file have been removed. I was recently DECLINED a mortgage this week due to your bad marks on my credit file; absolutely fuming!

Again, please take this seriously as I do not want the extra hassle of going down the Trading Standards route and the Financial Ombudsmen where this will go even further. My local councilor has been informed of this case and is taking keen interest and has urged me to contact national papers to show just how disgusting I have been treated.

I have attached screenshots of emails from Carphone confirming cancellation and that they have received handsets back from DPD in their warehouse DPD held the parcels due to me telling them I had cancelled the orders and to return them to Carphone) . Please note this was sent to a shift manager called Puran Bhavsar (puran.bhavsar@vodafone.com) and Neal confirmed my issues had been resolved after discussing with him. More lies.

Very disappointed as my 6 company contracts have just expired with EE and I was toying at the idea of joining Vodafone due to good signal in my area, you can absolutely forget that now. 6 potential contracts lost due to inept staff.

I thank you for your time and look forward to your reply confirming the above.

fatrab

(Text removed by MSE Forum Team)

Vodafone don't want this number to become common knowledge but it has been posted elsewhere by another disgruntled customer. It will only be a matter of time before they close that number down, as they have done with the previous number which now directs you to the hopeless 191 service

I know Vodafone have a representative who monitors this thread so I'd like to know why you have a customer relations department that you don't allow your customers to, escpecially when they have a valid complaint? More ridiculous behavior from such a formerly great company.

JJ_Egan

joeduffy321 wrote: »

Can anyone help me??
My Samsung s6 edge recently CAUGHT FIRE whilst on charge (with the same charger it came with) ... luckily I was nearby to blow it out .. the only damage was to the charging port hence I have bought a wireless charger that Vodafone will refund and promise to repair the phone hence they believe they have rectified the issue.... this incident could of burnt my house to the ground and maybe worse ... Vodafone aren't taking me seriously, any advise on my next move??

Next move is to get the phone fixed or are you a compensation seeker .If you are after compo then go to one of the many many compo lawyers in the UK . Pay the fee and sue the company for no damage to your house .

mobilejunkie

Reference Number 12092800.

Jane01282

Hi. Can you tell me please how you made contact with the CEO of vodaphone ? I have a major complaint and just can't get through to anyone. I have five contracts and can't wait to cancel them all !!! Thanks

mobilejunkie

eforum.web@help.vodafone.co.uk

Put the Heading "WRT135 - MSE". Don't bother with the CEO.

jonnygel

Truth of the matter is ...........these massive companies are set up TO MAKE MONEY.
They have no complaints handling procedures at all, they are only geared up to take orders and bill you.
My particular complaint is that my daughter has run a data bill of nearly £200, which was taken via direct debit from my account, while being given 3 months unlimited data usage. I have contacted the nice but very unhelpful customer services, who could not sort this out (4 x TIMES!) then being put through to the billing or tariff department, who actually raised the complaint for me there and then, as he saw the case I had sent (twice) via good old fashioned paperwork, with all the dates and times the unlimited data applied.
I was told this had not being activated!!!!!! but as I had raised all the paperwork, the guy totally agreed I had been overcharged, he also recommended I had a sim card to stop the over data usage for future............as he was very helpful I agreed to that at an extra cost at £6.80 per month.
The sim duly arrived two days later, however my £195 refund did not (surprise). I called back one week later then two weeks later to eventually be told that the complaint had not been actioned!! This was actioned again and I was told the paperwork was being sent out there and then!
I made a very compassionate plea about my plight and the fact it was now Christmas and I desperately needed the money, I was told it was being sent out.
It is now one week after and still................nothing.
My blood boils with theses companies, they need proper regulation and compliance and efficient ways of handling customers. We are not just cash cows, ripe for the picking.
I am a loyal customer and need looking after, I suggest the bosses read this forum and look at the people who give them their fantastic standards of living and actually show some empathy, the very least they could do is set up a PROPER customer service department, who deal with complaints.........GRRRRRRRRRRRRRRRRRR. Over to you vodatfone.