Vodafone complaints

YaoSong

I have looked everywhere, here is the email complaints form

It's a regular post within this thread, but for clarity see below...


- To submit a question or complaint please use the 'Contact Us' form here.

- To access the form you'll need to enter the code WRT135.

- As well as stating your query in the question box, please also quote "MSE Forum".

JohnCMac

I saw on Martin Lewis money saving email today that EE are offering Sim Only deals at £4.95

This deal suits my pocket aand phone usage so I contacted my current supplier – Vodaphone – to see what a cancellation of my current contract would cost me.

The first agent I chatted with said no cost but I will put you onto another agent to deal with you.

The second agent Emma said that she had spoken with her supervisor and I could have a sim only deal for £5.75 incl VAT

I said great let’s have that then.

She then said sorry cannot do the deal as you are still in contract.

I was then put on to Imran who said the cancellation fee would be £198.

I said far too high and he came back with £169.

I told him that was also far too high.

Has anyone else had difficulties getting out of an expensive contract with this firm and how did you resolve it?

nomywell

My Vodafone nightmare which I will try and keep as brief as possible:

Been a customer for 15 years with no problems at all. Lucky me. End of November last year and my contract was up for renewal so I negotiated a great deal on our two upgrades and a new line for my daughters 16th birthday with discount across all phones. This was placed via 191. Two days later I got a text telling me two of the phones were out for delivery with DPD. Only thing was, wrong address. I notified Vodafone who sent address amendment for to DPD who for the next 3 days insisted on ignoring the redirection. Various calls to CS and I was told Vodafone had to wait for the phones to be returned to them before issuing replacements.

Eventually after about 10 days the phones had been returned and a replacement order was made. I still had to renegotiate the discount though. And so begins Groundhog Day:

Order promised in two days. Order never arrived. Called 191 had to make new order.
Order promised in two days. Order never arrived. Called 191 had to make new order.
Order promised in two days. Order never arrived. Called 191 had to make new order.
Order promised in two days. Order never arrived. Called 191 had to make new order.
Order promised in two days. Order never arrived. Called 191 had to make new order.
Order promised in two days. Order never arrived. Called 191 had to make new order.
etc....

It seemed that every time the order was placed (seven times in all), 10 minutes later their system would cancel it. Nobody during the 21 191 calls had an explanation. There was a lot of sympathy and some impressive talk of 'Super Users' getting involved, but in the end I was told to go instore as there was nothing CS could do.

I went instore on two occasions, with no success. The first time I was able to pick up the new phone for my daughter as it was never sent out. The second time I went into the store there was a lot of head scratching and sharp intakes of breath as the assistant looked into things. There was also a faithful promise that she would get the boss to chase it up and get back to me. Nothing.

The situation now is a farce. I cannot order the phones online as their system doesn't like me. I cannot collect or order instore as they don't have the phones in. I've sent in two complaint letters using registered post, the first of these over a month ago now and....nothing. Not even an acknowledgement. I have now sent in a deadlock request to be with me by the end of next week. I'm not holding my breath.

Oh, the final insult of all is that despite many attempts, the discount agreed for my daughters contract is nil. I've spent about 3 hours on the phone about this issue alone and all I get are assurances it has now been applied only to discover it hasn't.

But perhaps the final nail that pushes this to a whole new level is that apparently I am now contracted for 24 months on the two upgrades and have been paying for this new contract since 10th Dec, despite not having the phones!

All of the above has been listed in my complaint, but they still ignore me. Their behaviour is bordering on criminal here.

That was a brief tale of the reality. 21 calls totalling 13 hours. 4 hours instore on two occasions. 100 miles of travelling to the store and back, and £12 spent on Registered post.

Oh, I must make a quick mention of the replacement phone that was sent out. DPD arrives on new years eve with a single phone that was a replacement for....What exactly? Nobody knows..... The really annoying thing was that it was the phone I have been trying to order. All I could do was look at the box and then wave it goodbye as he took it back.

I'll update when things progress. But I feel it will be ombudsman or court.

What a joke of a company.

mobilejunkie

I'ts perfectly normal for Vodafone. You sound surprised, as if you expected something else!

nomywell

Yeah, more fool me eh? I guess I'm not surprised per se, but it's certainly an eye opener for just how badly wrong they can get.

dazzaofdagenham

dazzaofdagenham wrote: »

Having spoke to someone today, being on hold for 46 mins....it appears that the bundle still hasn't been applied to my acct and that my charges for this period are 27 pounds already.

But I've been promised a manager will call me within 24 hrs to resolve this situation

So, someone did call me back yesterday afternoon....looked at account and said he would pass my details onto original person who set up the account for them to fix and then put the phone down.

That call lasted exactly 37 secs, Vodafone are a complete sham

mobilejunkie

Maybe they read the thread and thought they'd prove me wrong. More like a mistake on their part - they don't DO call-backs (just fob-offs) which must be why they hung up.

debbie22

Wrt135 [#12379846]

Norman-B

debbie22, is this a quiz of some sort?

mobilejunkie

Only to you. The rest of us know what it means.