Vodafone complaints

Wilson2606

As I have recently been made redundant, I limited the use of my mobile phone to save money. When I received an email for my latest bill I thought it was quite high so I had a closer look and noticed I was being charged for my inclusive text messages.

I had a look at previous bills and found that this has been happening for at least the last 6 months (That's as far back as I can look at itemised bills) and possibly for most of my contract.

I phoned them and they checked everything, and admitted that it was a human error on their side and offered to credit my account for the texts in my last 3 months bills.

I know I should have been checking my bill each month but do I have a right to a full refund of all the texts they've charged me for?

I've been a Vodafone customer for 12 years but I'm seriously considering changing to another provider when my current contract ends in a few weeks.

mobilejunkie

When they tried to offer me a credit for something I insisted they refund it to my bank. It took a while (naturally with them!) and had to dig in but they have to return money they shouldn't have taken in the first place AS MONEY - whether they like it or not! Having said that, in your case it would reduce your next bill so the effect might be the same - depending on the amount of the refund.

Wilson2606

They said they would be paying my December bill and they'll pay the difference back into my bank.

My main querie is why they are only paying 3 months back when they have admitted it's their own fault.

Looking at the monthly bills I've paid each month for the past year, it's a few hundred pounds they've taken from me.

Is it worth trying to get a CEO's email address and going straight to them with my problem?

mobilejunkie

Definitely - though your best chance at present is on this forum, since their reps on here are making a concerted effort to be SEEN to be better than they are as a company by actually sorting out such awful examples as yours once they are on full public display!

Wilson2606

OK. I'll hold off just now and hopefully a rep will reply soon. Thanks for your help.

Vodafone

Hi wilson2606,

I am imagine this situation has left you feeling a little disappointed and I would like to look into the matter further for you, if you would let me? As I will need to look into the activity on your account and discuss this at greater length with you, may I ask that you contact me by clicking the link below?

Web Relations - Vodafone UK

(When contacting,please quote the code WRT135 in the subject line, in the message body please include a link to this thread and your user name. This will ensure that the message comes directly through to our team.)

I look forward to hearing from you soon, Have a great Christmas.

Espi
Web Relations Team
Vodafone UK

baldelectrician

wilson

how did you get on, not seen any posts on this thread recently?

p1tse

didn't know there was a vodafone complaints page. bit late now for me, but i clearly got lied to when i last upgraded. i upgraded both contracts to a n95 8gb and upon talking to the guy he said he would despatch free bluetooth kits etc.

also the guy said i can get roll over minutes like before, but VF dude clearly lied to me.

i had to question the first bill to, waited ages to get a refund on it too.

also rang up to cancel my free insurance straight away as i knew after a few months i would get charged, guess what? i got charged and had to waist more time getting a refund!

i know all these big companies will try it on, as i'm sure x% of people won't check bank or bill and continue to get charged. but why can't things be straight up, rather than constant lies!

MarcusB

pre-ordered my I-phone last week, explained I wanted to use an existing Vodafone PAYG number, no problem sir. all was well with the world, emails came through saying credit checks etc all OK, just wait for delivery. Then get an email saying the PAC code was invalid, ring this number, else order will be canceled. Ring it, get through to an agent, explain, get a sharp intake of breath & they put me through to the PAC dept, who say, yup, glitch in the system you don't actually need a PAC. you need to ring up, cancel, place the order again, but take a new number, transfer the old after the phone arrives.

So start again, phone up, explain, only to be told that once the order is in the system they cant see it, but it will be canceled as per the email. So re-order and they ask for the PAYG as it can be put on the order but nothing will happen until the acct is active. so, same emails confirming the order, and again 24hrs later, same email saying invalid, PAC. go through the same again, need to cancel re-order etc,

Re-order, no mention this time of the transfer, & so far fingers crossed the order is OK.

Now why is it, as a new customer, no one can tell me that for definite the original orders are canceled? only that as per the email, it will be. Every Cust service number asks for an Acct or Tel number which I don't have yet, everyone you do speak to says, cant tell anything from the order number. I have 3 pending transactions on my credit cards, and no way it seems of confirming that the first 2 orders have been cancelled. Even following the instructions to email info@v-store, gets a reply to call the customer service number.

Has got to be the worst system in the world.

baldelectrician

MarcusB wrote: »

Has got to be the worst system in the world.

And you are still giving these people your business?