Vodafone complaints

baldelectrician

The direct debit guarantee states that if an error if made THE BANK should make a refund.
Require the bank to reverse the direct debit and get Vodafarce to get their act together.

Vodafone

Hi Blue Parrot

I'm unable to discuss your account on the forum. However I have sent you an email to explain this for you.

All the best

Kirsty
Web Relations Team
Vodafone UK

Mr_Thrifty

Interesting. Looks like this interesting series of events is being taken out of the public domain.

One thing I have noticed about phone companies is that, when somebody starts discussing something that's not in their favour, they often quote the Data Protection Act or something similar and the conversation grinds to a halt.

:beer:

olip74

Hi Kirsty,

Thanks for your response. I've been a bit busy recently hence the delay, but I have an update.

I called Vodafone that Monday (online sales) and the guy confirmed the return of the phone and assured me that a credit would be applied to my account to cover the cancellation charge and that the refund I was due for a partial month's service would be credited to my account. About a minute later I got a text confirming that the 'credit we've discussed has been added to your account.' So far so good.

However, the next day I called Vodafone on the sly again to check the balance on my account. I was told it was c.£390 outstanding! By this point I had lost all faith. If I had just done nothing I'd have been looking at overdraft charges and a £400 hole in my Xmas budget.

The girl on the other end was quite helpful. She said she would raise a cheque to be sent out to me to refund the credit I was due for the partial month's service and told me to cancel the direct debit, which I didn't need a second prompting to do.

I only hope that they don't now come chasing me for the money and that the refund actually comes out to me - what are the chances? If it doesn't I'll follow it up with yourself as instructed!

Elliecat

I have been a business customer of vodafone's for over 10 years and they just keep getting worse. Recently my eldest daughter had a mobile and this was going to go on to a personal contract when she went to uni this September. We were guided by vodafone to upgrade the phone first and then move it across. We were not warned that at 18 she was unlikely to be cleared for a contract and I would then be stuck with another 2 years worth of contract. When this happened Vodafone refused to help us and I am now stuck with a sim for the next two years that is not being used. I requested a manager call back - still waiting.

Next, we purchased another contract and phone in August - a Nokia music express. Last wednesday the charger stopped working and I phoned customer service who said they would send out another charger next day delivery. I telephoned on Friday as we hadn't received it to be told that it went out normal post and allow 3 - 4 days. Rang tonight (Monday) and was told there were none in stock and probably the person who ordered it last week hadn't checked stock levels. As you can imagine i was extremely upset about this. I was told "I am trying to help you but what do you expect me to do"!!! Very helpful. I asked for her name and extension or reference number - told Andrea but couldn't give me any more details. Was assured that "Simon" her manager would ring me back by 9pm - it is now 10pm. Surprise, surprise no call.

This is just so unacceptable especially to a very loyal customer who has spent a fair amount of money each month with Vodafone! How can they get away with this. Three times I have asked for call backs and not once have I received one. I no doubt will have to ring them in the morning to what end I do not know.

matrix999

I've always had excellent customer service from Vodafone.

The advisors are always helpful and go that extra mile. Anytime i have had cause to complain i have found them to be very good at resolving any issues.

Its always the same with customer service issues, some people have a good experience and others not so good.

Vodafone

Hi There

olip74 - No problem. We're here if you need us.

Elliecat - We'd like to investigate this further for you as this has clearly been a negative experience with us.

So that we can, please could you send us an email with a your details, a link to this thread and your forum username and we'll get back to you. Make sure when you send the email you include the code WRT135 in the subject line so that it comes straight to my team.

I'm sure we can get you a resolution.

matrix999 - Thanks for letting us know. That's always great to hear!

You can always get in touch with us if you do need any help.

All the best

Kirsty
Web Relations Team
Vodafone UK

Elliecat

Kirsty

I have emailed using the contact us page off the website with all the information you have requested. I look forward to hearing from you.

Elliecat

Trouble is Kevin when it is bad it is very bad. I have had problems in the past and if you manage to speak to a good supervisor it is sorted immediately and well. Problems are never the issue in business it is always how you deal with them that sets out a company above others and keeps customers happy. Three times I have asked for callbacks over issues and not once received a callback. I was lucky on the other occasions I managed to speak to someone who sorted out my issues without having a callback request. The disinterest that some customer service reps show in solving a problem is very frustrating. Also, I was told that any official customer service rep should give you an identifying name or number which was refused? Would like to know vodafones official stance on this. How can you bring a compaint against a member of staff if they cannot be identified and if they cannot what incentive is there for them to be polite, helpful etc

Vodafone

ade666 wrote: »

back in july 2009 i upgraded my phone and choose the nokia 5800 because it offered me gps and wifi without having to pay large amounts of money for something like the n97. the phone is back in for repair for the third time with the same fault. the battery goes from full to empty within a few mins of using the gps then even when its been on charge for 24 hours it refuses to switch back on. the previous times its been repaired its been a software fault but i'm affraid i don't believe this anymore. i'd ike to know the procedure for cancelling my contract, costs etc, as if i'd seen my previous contract through to the end i could have got a fresh contract. not sure where i stand to be honest but surely if vodafone can't supply me with what i require then my new contract is void. i've tried emailing customer services but the site isn't working

Hi Elliecat,

Some calls are recorded for training purposes however, the advisor you speak to should supply their first name. If you also keep a rough time of the call we can then trace it back to the person you spoke to.

I completely understand it should never have to get to this point, your query should be dealt with first time and callbacks made if they are promised.

If there is anything else, don't hesitate to ask.

Kay
Web Relations Team
Vodafone UK