Vodafone complaints

Funfish

Further to other posts here I feel I need to get this off my chest.
I have been trying to close my Vodafone mobile broadband account since July.
I was told by "customer services" that it would take 30 days.
I have since spent countless hours waiting, being re-directed, being passed from pillar to post, being cut off, being lied to, given false hope and still being billed monthly.
Vodafone can't close the account while there is an outstanding amount, they can't close the account while there is a refund pending. How the heck do I close the account then?
The refunds for the overpayments have not materialised, I still don't know whether the account is active or not, and I am still waiting for a call from Vodafone that was promised for last Monday at 10.00am.
I have kept some of the transcripts from the live chat - but I haven't received email versions that I requested. I would advise printing them as the chat closes.
Every one of the "live chat" reps promises things will happen and then, a few days later I am back to square one.
Shocking customer service and I still have no idea where I am.
Whew! - deep breath - blood pressure rising!!

ugraag

I am part of the group whose direct debits cant be set up properly by Vodafone. Following the advice on here, Ive posted my complaint below on the vodafone customer support page, and have the above reference number so look forward to someone from Vodafone cust services helping out!

Ive been sent here from MSE forum - I am having ongoing problems with the direct debit not being set up properly by Vodafone - I have been told on numerous occasions since September that it will be set up, that I will be emailed a d/d mandate, even that the direct debit had been set up and the money had been taken - it hasnt. My bank say that they havent received any mandates from Vodafone at all, and that there isnt a problem at their end to set up a d/d. Spoke to a helpful guy this morning on 191 who said that he had escalated the problem to a higher manager than previously, and that they would now make their best efforts to get this problem fixed - he also recognised that there was a problem with d/d set up at Vodafone as they migrate to a new system, and apologised, and he will send the mandate again. Its the 4th time that I have been told this, so although hopeful, am not convinced that the problem will now be fixed, so would appreciate any additional ideas on how we can solve this problem. Many thanks

ashnojutsu

WRT135 - MSE [#12125982]

Hi Customer Relations team,

I am writing to lodge a complaint regarding the service I have received.
I upgraded my contract at end of august 2015, and was told I would get a credit of £65.50 applied to my account, making my monthly line rental effectively £5.53 per month for a 12 month period.

Once my bill arrived in September, I noticed that the credit had still not been applied, so I contacted customer services, who stated that the credit had not been properly applied to my account, and had now been successfully allocated to my account, and the next months' bill would reflect that.

Again in October, the bill arrived, and no credit had been applied. Again I contacted customer services, who apologised and again stated that the credit had not been properly applied to my account, and it it had now been allocated to my account, and the next months' bill would reflect that.

For the 3rd month in a row, now in November, the bill arrived, and no credit had been applied yet again. For the 3rd month in a row I contacted customer services again, and I was passed between 3 different Vodafone employees who didn't know why the credit had not allocated. This took over 20 minutes, and I been kept on hold for multiple extended periods.
Eventually, I was told that the customer service employee I had spoken to in October had incorrectly applied the credit to my account, and this would definitely be rectified in next month's bill. I stated I had wasted my time in ensuring Vodafone employees do their job properly, and had been lied to on 2 separate occasions. I stated I was unhappy, and I wanted compensation for my time calling Vodafone for 3 months, and the financial implications of having to allocate additional funds to cover my monthly bills be higher than they should have been for aforementioned 3 months.
I was firstly told they had no powers to apply credit to my account, which is a lie as this has been done several times in the past. I was then told to submit an e-mail, and I stated I wanted to speak to a manager or someone who could escalate and/or resolve this matter. I was told I would be transferred and then the Vodafone employee hung up on me! This is after being on the phone for 45 minutes!

I called back immediately, being extremely upset at the level of service I received, and re-iterated everything that had happened. The advisor had no explanation as to why I had been cut-of, and also why I had be lied to on 2 previous occasions. I was told I would have to 5 working days in order to make a complaint, I stated I believe I was being misled, and I would be escalating this further.

I am now escalating this to your attention, as I firmly believe the customer service staff have no intention of helping me resolve this matter, and I refuse to waste more time speaking with customer services only to have them lie to me and make me wait another month to repeat myself yet again. To re-iterate, I demand compensation for my time calling Vodafone for 3 months, and the financial implications of having to allocate additional funds to negate Vodafone's incompetence, lack of interest, and intentional or otherwise dishonest statements.

Please let me know ASAP what steps you will be taking in order to resolve this matter, I look forward with interest to your response.

Regards,
Ash

A_Flock_Of_Sheep

I would like to add here that Vodafone are so inept that it can actually run in your favour. My neice made the grave error of joining Vodafone and was due a refund of £109 for a handset because she cancelled in the cooling off period. I told her to cancel and keep well away from this firm as I had terrible trouble with them and just turned off the payment and walked away.

Vodafone refunded the £109 value twice to her. Once to her bill which then went into her bank account by DD and again to her original card she used to pay for the handset upfront cost.

Cheers Vodafone! Nice to see you are paying people to leave your rubbish company.

Noodleprup

Vodafone advised me my first month of pay monthly would be free, however they charged me, then realised and credited me , but not the VAT (which is a mind blowing £1.58)
I noticed this on my bill so thought I would give them a quick call to sort it out. Forgive my naiveity I am a new customer. After about 25 minutes someone did answer the phone and agreed I was due a credit and it would be applied in 5 days. It wasn't . Phoned back 15 minutes hold and hung up without even speaking to someone. Called back 25 minutes hold, adviser advised refund rejected . She looked at account and agreed that I should have a refund. Asked why no one had told me I wouldn't be getting refund I was promised, she said they didn't do this. Advised I would like to make a complaint she said they don't have a complaints department, asked to speak to a manger, that was not possible, insisted, put on hold for 25 minutes, manager said no complaints department can't requested refund from back office because they don't have telephones. During the course of these conversations I was talked over, LAUGHED at and given false information. I have never experienced anything so appalling, frustrating and distressing. All this time and hassle for £1.58. I don't care about the money, it's the principle. They made a mistake and should correct it, isn't there a word for it, when you take something that doesn't belong to you?
I've emailed the chief executive and the chairman and heard nothing.
It makes me sick to think I have to reward their sickening behaviour with a payment every month for the next year.
I was interested to see they recieved the most complaints of any mobile company, but wonder what the true figure would be if customers were actually able to complain.
I've never posted on a forum in my life but I don't know what to do next, I think I will try watchdog, any suggestions

mobilejunkie

Read this thread backwards.

Lexistar

I'm be just been told I'm not allowed to complain! The advisor would take my complaint on board! He said they didn't have a complaints department!

My direct debit was cancelled by Vodafone and then they charged me for a late payment, I called a month ago and was told this would be credited, which it hasn't been. I called today and was told they wouldn't credit it as I could have paid another way - but I thought it was by the direct debit that I set up about 20 years ago with them. There is only £4.17 involved but I am off long term sick and every penny counts.

It was something to do with them changing to a new system so I see they have money for that! The first I knew I owed them was when they called and told me I hadn't paid which I was amazed at. I paid immediately by card and set up a new direct debit while on the same call. I wasn't told about a late payment charge at that time and then was very surprised when it appeared on my bill.

I asked for an e-mail address but they wouldn't give me one, and there was no one senior I could speak to. What's going on there? Such poor customer service, I feel very disappointed being a long serving customer and feel like taking my custom elsewhere.

Does anyone have a magic e-mail address? Or any advice

DCFC79

Lexistar wrote: »

Does anyone have a magic e-mail address? Or any advice

Yes contact the Vodafone rep on here.

I believe Mobilejunkie posted earlier how to contact the rep.

Lexistar

I've done the Lee web complaint thing, fingers crossed!

DCFC79

Lexistar wrote: »

I've done the Lee web complaint thing, fingers crossed!

I would leave Vodafone as soon as you can, its not a good network going by the amount of replies/threads I see on here about Vodafone.