Vodafone complaints

Vodafone

Hi P4ULT,

I'm sorry to hear that your email was not responded to. I will access our email archive today to find your original message and respond as soon as I can.

Thank you for your patience in this matter.

Espi
Web Relations Team
Vodafone UK

babiebeany

Everyone who has been having difficulties with vodaphone have my deepest sympathies, despite promises they really do not seem to be interested in sorting out the problems that they themselves have created.

I have come back on here yet again, as despite giving the information which was requested by Kirsty, she simply did not get back to me and I am still being charged for a missold sim card and a contract that I have attempted to cancel. I have done everything that I have been told to do, but am still being given the run around.

I have copied the last few emails, they are in reverse order with the blue one being one that I have sent today:

Sent Weds 6.1.10

Hi Kirsty - you never did get back to me and we are still being charged for both these mobile numbers.

The previous emails are also on this forwarded email, so you should have all the info that you need to sort this out for me.

From my telephone call and letter to cancel the contract, I did receive a letter saying sorry you are thinking of leaving, but no final bill and I am still being billed for both mobile numbers. I simply do not know what to do now, I have tried to cancel and the request has simply been ignored and you ignored my last email - please advise what I should do now.

I await your response.




To: customer.care@help.vodafone.co.uk
Subject: RE: WRT135 (#1546533] Your cancellation query [#1546533]
Date: Wed, 18 Nov 2009 11:26:29 +0000

.ExternalClass .ecxhmmessage P{padding:0px;}.ExternalClass body.ecxhmmessage{font-size:10pt;font-family:Verdana;}Hi Kirsty

Thanks for getting back to me.

I don't actually remember my pin no as it was set up so long ago now, but the details you requested are:

DOB xxxxxx
Adress xxxxxx

The links to the forum are:

http://forums.moneysavingexpert.com/showthread.html?t=295048&page=16

http://forums.moneysavingexpert.com/showthread.html?t=295048&page=19

The contract mobile no is xxxxxxxxxx - obviously you cannot contact me on this one
The missold payasyougo mobile no is xxxxxxxxxxx - which you can contact me on

Look forward to hearing from you.




Date: Mon, 16 Nov 2009 21:23:02 +0000
From: customer.care@help.vodafone.co.uk
To:
Subject: WRT135 (#1546533] Your cancellation query [#1546533]





Thanks for getting in touch.
I can certainly look into this for you.
So that I can access your account, please could you provide the following details:

• Your first and third digit of your four digit pin or password
• A link to your post on the forum

If you don't have a pin or password or can't remember it please could you also provide:

• Your date of birth
• Your postal address

As soon as I have these details I'll be able to access your details and get an answer to this for you.
All the best
Kirsty
Web Relations Team



From: Sent: 16 November 2009 16:37
To: Web Relations UK
Subject: moneysavingexpert mobile forum - member: babiebeany

Hi

I've just seen your pm, you can contact me on:

xxxxxxxx

Since my last post I have decided that it is too difficult to remain with vodaphone and have phoned to cancel the contract and payasyougo mobile. The person I spoke to said to write in and gave me the address, which I have done. Can you please confirm to me that my letter has been received and that the contract is now cancelled? He also said that to cancel the payasyougo I could just cancel the dd, but as this is the same dd for both numbers I don't want to do that straightaway as I need to pay the final balance for the contract. How can I cancel the payasyougo?

By the way I have just seen my bank statement and vodaphone took 34.23 rather than what had been agreed previously.

I wait to hear from you




Does anyone have any other ideas on how to proceed with this ongoing problem, I feel that I am just being taken for a ride and cannot get off - it's no fun I can tell you.

I need a plan of action now as this has gone on for far too long, my bank balance is definitely suffering.

Vodafone

Hi babiebeany,

I'm surprised to hear that we've not back to you as promised I would firstly like to apologose for this.

As you've included your email references in your last post I should be able to track your account down.

Once I have I'll take a look at things for and will come back to you later today to get this resolved.

Many thanks,

Lee

Web Relations Team

Vodafone UK

cheekyherb

Oh joy, my contract is due for renewal, i've been offered the same deals that are available on the website, no special deals for being a customer for more than 10 years or for having three lines under the same contract. I'm told that basically my customer service over these years counts for nothing... i've told them I'm seriously considering changing networks (which I am, i've been into T mobile today and carphone warehouse) and yet they still won't help me. They keep offering me all singing all dancing phones with touch screen, internet, blackberry, I don't want that, I want plain phone with a half decent camera and some decent minutes and texts... why do I bother!?!?

stolt

Vodafone_company_representative wrote: »

Hi babiebeany,

I'm surprised to hear that we've not back to you as promised I would firstly like to apologose for this.

As you've included your email references in your last post I should be able to track your account down.

Once I have I'll take a look at things for and will come back to you later today to get this resolved.

Many thanks,






Lee

Web Relations Team

Vodafone UK

sorry to hijack this thread, if you have a mo could you check out my thread.... need some help

http://forums.moneysavingexpert.com/showthread.html?p=28575251&posted=1#post28575251

Gettingeven

Just signed up, on line, for the sim card only 600 mins plus unlimited texts deal at £15 per month. Got the sim card yesterday. Doesn't work. There's a problem......phoned this morning as it still doesn't work. Terrible. Showing as 'active' on the screen'......etc etc.....oh dear, appears to be a problem with corporate....what the heck, I'm really not interested. They've offered to give me the first months rental free, but I've told them to cancel. I'm off somewhere else. Problem is, the phone i have is a nokia phone, with the vodafone icon on it....DON'T sign up for this deal. I was told that others have the same problem......

Vodafone

cheekyherb wrote: »

Oh joy, my contract is due for renewal, i've been offered the same deals that are available on the website, no special deals for being a customer for more than 10 years or for having three lines under the same contract. I'm told that basically my customer service over these years counts for nothing... i've told them I'm seriously considering changing networks (which I am, i've been into T mobile today and carphone warehouse) and yet they still won't help me. They keep offering me all singing all dancing phones with touch screen, internet, blackberry, I don't want that, I want plain phone with a half decent camera and some decent minutes and texts... why do I bother!?!?

Hi cheekyherb,

We certainly do value our loyal customers and should you like us to help you with this further feel free to email your details to us using the Contact us form on our website.

When sending the email you'll need to state the code WRT135 in the subject line to make sure it comes through to us and if you could include a link to this thread together with your MSE username this'll help us to identify you.

Thanks,

stolt wrote: »

sorry to hijack this thread, if you have a mo could you check out my thread.... need some help

http://forums.moneysavingexpert.com/showthread.html?p=28575251&posted=1#post28575251

Hi stolt,

I've just checked your thread and can see that Ben as already replied to you

Thanks,

Gettingeven wrote: »

Just signed up, on line, for the sim card only 600 mins plus unlimited texts deal at £15 per month. Got the sim card yesterday. Doesn't work. There's a problem......phoned this morning as it still doesn't work. Terrible. Showing as 'active' on the screen'......etc etc.....oh dear, appears to be a problem with corporate....what the heck, I'm really not interested. They've offered to give me the first months rental free, but I've told them to cancel. I'm off somewhere else. Problem is, the phone i have is a nokia phone, with the vodafone icon on it....DON'T sign up for this deal. I was told that others have the same problem......

Hi Gettingeven,

It's a shame to hear of the problems you've encountered here and should you change your mind and like us to take a closer look at things for you could you email the details to me by following the instructions I posted to cheekyherb above?

Many thanks,

Lee

Web Relations Team

Vodafone UK

Marg

Problems with my Tocco Lite & Vodafone have been resolved thanks to Espi & their techie guy Ben

Thank you for your help:T

worldwide3rider

I sent the following at the end of Nov last year and I have had nothing back, have resent today!! These guys are awful, they dont care!!:mad: and at the moment I am making sure I spread that word the best I can.

From looking at the past few posts on here, not replying seems to be standard


Re order numbers o71156585 (XXXXXXXXX)
o71017743 (XXXXXXXXX)

We wanted to take this opportunity to let you know how disappointed we were making 2 new pay monthly contract purchases with you on your website recently and pass our comments onto you about your appalling delivery and customer service.

The series of events for our purchases are as follows

· 15th Nov Made order thru your website
· 16th Nov Received email to confirm despatch and next day delivery
· 17th Nov Card left to say items left at local post office (from Parcel Force)
· 20th Nov Called into local post office who had no record of us and no items
· 20th Nov Called Parcel Force who claimed sender requested phones to be returned to
them – we had no correspondence regarding this
· 20th Nov Called Vodafone who connected me to the “warehouse”
who said they can see that the items have been left at a local post office
· 20th Nov Returned to local post office – no such item still, to be safe also
called Parcel Force who again confirmed items where sent back
at the request of the sender
· 20th Nov Called the “warehouse” again who said “they are at the local post
Office. Explained I have tried there and that Parcel Force claimed that
the sender asked for them to be returned, after sometime on hold the lady
on the phone explained that she could see one item was on its way back but
she wasn’t sure where the other one was, but would make sure they were sent out on Monday for next day delivery, I requested for them to be sent to my work address which she agreed to do
· 24th Nov Expected Delivery – nothing arrived
· 24th Nov Called Vodafone, asked to hold and after 5 minutes was cut off
· 24th Nov Called again, and was connected to the “warehouse” – was told that an item was at the local post office waiting for me to collect again. Was Put on hold while the lady investigated (I called the local post office during this time and there
was no item waiting..still!!. Lady came back and explained she was trying to reach the couriers to find out what was going on and could I hold again, I requested for her to call me back as I had already been on hold for 20 minutes from a mobile phone which costs a lot to “08” numbers.
· 24th Nov Lady calls back and explains that the items have not been received back yet but she will make sure I get them on Wednesday but couldn’t do anything
about it until the following day, which I said to her was Wednesday!! She changed this and said I should get them Thursday but she will call me back tomorrow between 12 and 1 to explain what is happening. I asked why had a request been made for the items to be returned, she said because they tried to deliver to you 3 times - which is totally untrue as only one attempt was made on the 17th November, and they were then sent straight to the local post office on the day, which is clearly shown on the parcel force calling card – when I said this, she mumbled in embarrassment.
· 25th Nov No call back as promised
· 25th Nov Tried calling back twice via a number given to me from the warehouse but
No one answered either time
· 25th Nov Called via Vodafone 0870 number and was transferred to the warehouse
Was advised before been transferred to ask for the manager at the warehouse who would be better to help. At the warehouse was told by the advisor the same stories as before but he could ask for a manager to call me back, I explained I keep being promised a call back and nothing happens. I asked for the name of the person who would be calling back and he told me he couldn’t help with my enquiry himself and couldn’t give me that name of the manager. I was promised I would be called by 3pm
· 25th Nov No call received, tried calling the warehouse number I was given and
was hung up on again! when been transferred
· 25th Nov After over an hour of been bounced between different departments
The warehouse claim the order o71017743 will be sent to me tomorrow,
but they didn’t know where the other order was and I would have to
wait for it to arrive back with them before they could resend it, even though
they didn’t know when that was or when it could be. I said I wasn’t happy with this and was transferred back to customer services who I had to explain everything else too again, after sometime she agreed to refund our first months bill as a gesture of goodwill, however explained that it looked like the contracts had been cancelled but she had to keep me on the phone whilst she sorted the matter. This took sometime and at the end of the call
it was agreed that an additional £15 gesture would be made towards the cost of this and all other calls (this was after she said I could take a bill into the Vodafone store and get all costs refunded, I have spent about £40 on calls to you chasing this and I cant see this on my recent bill) at the end of the call she said both phones would be sent to me tomorrow at my work address.
· 25th Nov I get a call from the supervisor at the warehouse who says she has looked
Into this and “thinks” both phones will be with me Friday, I explained that customer services told me tomorrow a few hours ago and she says OK if 2 turn up can you ring me and let me know so I can cancel the order, I explained that I felt I had done enough calling and for them to call me, she then changed her mind and said that one phone could come tomorrow and one on Friday – she got more confused as time went time and then changed this to both tomorrow and then back to one tomorrow and one Friday.
· 25th Nov Text sent to say delivery will be tomorrow
· 25th Nov Another text received – delivery will not be as planned
· 25th Nov Another text received – delivery will be tomorrow
· 26th Nov Another text received – delivery will be today
· 26th Nov Email received from data select to confirm o71017743 (XXXXXXXX) will
arrive today
· 26th Nov One phone (XXXXXXXX) finally arrives but with no SIM card and no years
Free cinema Booklet as promised using the “FREECINEMA” promo code from Quidco
· 26th Nov Called again and was transferred to warehouse who are sending another
SIM which I would have to wait for but should be delivered “tomorrow”
· 26th Nov Second phone arrives, again missing the years cinema tickets booklet
· 26th Nov SIM doesn’t work on 2nd phone, had to call to sort and was told by
The operator this should have been yesterday when this mess was sorted out
· 27th Nov Replacement SIM doesn’t arrive, called the warehouse again who advised
The best route would be for me to visit a Vodafone store and ask for a SIM
Card there (oddly enough the sim which was posted to me has still not arrived so I am glad I took this option of visiting the store rather than
Waiting for this which was promised to be in the post

To put the cherry on the cake, you then sent be a bill for the additional delivery costing £5 – which I had to call about!!

I am sure you will agree that the purchase of these mobile phones has gone anything less than smoothly; I have been greatly inconvenienced and have been given the total run around and lied to a number of times from your warehousing department. Not only has my time been effected this has cost me greatly too, firstly about £40 in call costs to you and we have both had to pay an additional months line rental on our old contracts with o2 – (who provided great service by the way), as these phones didn’t arrive on time to cancel as we had planned (we even gave a week to play safe) . I appreciate there has been a months free line rental as a gesture of goodwill however I feel this doesn’t totally cover the costs I have incurred (especially as some of this free time is likely to be a charge for when the phone hadn’t arrived anyway) and I only have this promise verbally from a call centre so am wary whether I will get it or not. Perhaps you can confirm this

We also made our purchases thru Quidco, who pays £90 cash back for a complete transaction (I am sure you are aware of how this works) however from what I understand the transaction should be completed wholly online and be smooth – I hope you can check with your relevant department that they will still be paying out this commission to Quidco who in return will be paying me my cash back, if your relevant department refuses this we will be both down a further £90 each so I would appreciate you also looking into this matter and informing me of your findings (I have attached a quidco print out that shows this offer and the offer of the free years cinema vouchers which we both missed out on as detailed above)

Not once have I received a proper apology for this matter and not once has it been explained why the phones where requested to be sent back and why I have been messed around so much. This goes totally against the “we want you to feel special” leaflet I had with my welcome pack.

Is this the level of service I should expect to receive from you over the next 18 months whilst I contracted to stay with you? I am sure in such a competitive market word of mouth does a lot for business; well I certainly will be making sure I tell friends, families and colleagues to stay well clear of you if you are unable to provide a satisfactorily reason/outcome.

We look forward to hearing from you.

readalot_2

readalot wrote: »

Update - Following a few more e-mails I was eventually was called by Lee from the WRT. I appreciate that he rang because it cannot be easy calling someone you know is frustrated and angry. Had a very pleasant discussion about what had happened with someone who was sensible, and reached a satisfactory conclusion. It is a pity that you can't get this quality of response first time round which would save all this angst and be cheaper for Vodafone in the long run. Thanks Lee.

I do understand the frustrations people are feeling with some of these problems, but in the interest of balance thought I would just post what has happened since.

Lee promised to look at the next months account to see if the problem had resolved and to ring me. He did exactly what he said he would and called to discuss this further. Even though the problem has not resolved (he is referring it on) I don't actually mind because he did what he promised.

I had decided that if he didn't do what he had said then I was moving the 3 contracts, but as he did I will be renewing them.