Vodafone complaints

AllyeB

Blue_Parrot wrote: »

I have had an email from Lee, attaching the pages of this month's bill which were missing from the paper version - which I am paying extra for. Good. But read on.

However, Lee goes on to say that he/they/Vodafone have no knowledge of my email of 1st January, which I left on their, Vodafone's website.

I have copied back to Lee, the automatically-generated-response I got from Vodafone having used their "Email Us" link on their, Vodafone's website. This response contains the line:

"We've passed your message to your dedicated customer service team -
they'll be in touch within two working days. "

Warning: the "Email Us" link on Vodafone's website is mere decoration. It is a bit of DESIGN. It (presumably) makes them feel that they have an "instant" way of communicating with their customers, on their own website.

To get Vodafone to respond, don't do that. Post something here instead. This is a 3rd party website and has nothing to do with Vodafone - what does that tell you?

I totally agree with you - not about here (as I have got no response) but about their total inability to respond - but then they spend so much time taking money they dont have time to sort out issues I expect.

Vodafone

Hi all,

stolt - I'm disappointed to hear that your bill is incorrect again. Could you let me know the reference number for the last email that you sent to us. This way I will be able to check that your email was responded to and the issue has been resolved fully. Thanks.

digid - Hi there, I'm very sorry that we were unable to offer you your handset of choice. If you could contact us by following the link at the bottom of my post, I will be more than happy to look into the matter further for you. As we do not wish to lose your custom, I would like to take the chance to restore your faith in our company and help you with this issue.

caleyles - I can see why you are angry about this situation and I would be more than happy to speak further with you about this and ensure that the insurance situation is rectified. If you could contact us via the link below I'm positive that we can help you with this and get the situation sorted quickly and efficiently.

AllyeB - We certainly don't want any of our customers to feel bullied and I would like to take this chance to invite you to contact us so that we can address the matter in its entirety. Our team will look into the issues that you have been having in depth and will be keen to talk to you about this and correct the situation right away. I understand that you must be extremely frustrated as the matter has been going on since May 2009 and I trust that our team have the knowledge to be able to sort this out quickly for you. If you could contact us via the link below, we will address the matter as soon as possible.

Contact the Web Relations Team - 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 your message comes directly through to our team.)

Thanks,

Espi
Web Relations Team
Vodafone UK

crystalmemo

[FONT=&quot]
I had been a Vodafone customer for more than 6 years. During this period, my sister paid the bill on time by direct debit and never had any problems with the usage and payments.[/FONT]

[FONT=&quot]In the past, I had made overseas call with the price 5p per min. However, during July and August, the call that I made to overseas became 1.5 pounds per min. I was not informed by anyone from Vodafone about the change in overseas charge. When I called customer services hotline, one of your colleagues said that my overseas discount service was unsubscribed automatically, which made my bill so expensive. To me, it’s definitely making no sense. How come my service was cancelled without any notice? If I know that my service was cancelled, I would not make the overseas call.[/FONT]

[FONT=&quot]Secondly, when one of Vodafone colleagues asked me to pay 1000 pounds, she also asked me to change to a better plan, which I had to pay 35 pounds per month. After that, my blackberry service was cancelled by Vodafone. If you know that I am using a Blackberry Storm mobile phone, why did you cancel my Blackberry service? In this case, I got to pay more money if I wanted to re-subscribe Blackberry services. This became another way that Vodafone increased my monthly payment. [/FONT]

[FONT=&quot]Please note there is an outstanding debt 1204 pounds as I was cheated by Vodafone. I am not responsible to pay any bill that I am not supposed to pay. I have already requested Vodafone to send me the last year bill via e-mail. However, I have never received the bill. The only thing I have received was a letter written by debt company, who said that they would take legal action against me. Vodafone action is definitely not respecting me. Can Vodafone make sure that they can respect client? I have already paid for a huge amount of money, about 2000 to 3000 pounds WITHIN 2 MONTHS, which I was not supposed to pay. [/FONT] [FONT=&quot] If Vodafone can not provide a reasonable price to me, I will take legal action against Vodafone for providing misleading information to and cheating on clients.[/FONT][FONT=&quot]That's unbelievable! I was charged 1.X pounds per min oversea calls for three months! [/FONT]
[FONT=&quot]My case is not just a case that someone is not paying his/her bill. It is a case that a responsible client was cheated by a mobile network company, which the company was forcing the client to pay an unacceptable bill. [/FONT]

dodgeuk

Hi, new on the site but after reading this i'm sure we'll not have any luck with Vodafone themselves....

My issue is my girlfriends phone and contract. she's been with Vodaphone for about 5 years on an abysmal tarif (so old the girl in the shop didn't recognise it) and had only ever been offered one phone upgrade, but this was rubbish so she sent it back. since then she has had no contact.

We recently tried to upgrade on the website though, as after 5 years of paying any tariff the upgrade should have been good, so we selected upgrade phone and keep the same plan. Going through this carefully checking every step for terms and conditions or any mention of different contracts ( which she didnt want) we chose a Blackberry, that had £0.00 listed as the price AND NO MENTION IN ANY CONFIRMATION STEP OF A CONTRACT. Great, until it emerges in an email confirmation that she is now in a 20 or 24 month contract (i can't remember which of the top of my head). Phoning up to dispute this, the rep wouldn't believe that there were no terms and conditions listed on the site (they arrived in the email. Great bit of false advertising and mis-selling) without screendumps of every step. Ultimately he cancelled this, and required the phone to be sent back on the next Wednesday.

Unfortionately, even though on the Tuesday Vodafone confirmed that Parcelforce would collect, at half 5 on the Wednesday with no pickup Vodafone said that the driver wasn't coming and never was coming as they had a backlog. So that was a whole day wasted and resulted in the phone being sent back recorded delivery with the rep at Vodafone promising a confirmation email (still waiting for that) and a cancelation of contract with PAC code (want to guess if this has happened yet?).

Ultimately, i'm here asking who we should talk to for compensation for the recorded delivery, the wasted day, and the shock and stress of the mis-sold contract?

Anyone able to help us with this one?

Thanks all,
Rob

Pete_Hall

When it was time to renew my contract in January, I double and triple checked with the person on the phone that it would be £10 per month for all 12 months, and the discount wouldn't expire 3 months from the end of the contract. I was promised, guaranteed, that this was correct.

Hey, guess what. Every time I phone up Vodafone's customer services department, they tell me that my discount expires 3 months from the end of the contract. Every time, I tell them that that's not the contract that I agreed to. Every time, they say "okay, I've fixed it, your discount will run through for the full 12 months."

I have gone through this exact same nonsense 3 times in the last month. I don't think that what I'm asking for is unreasonable - I just want Vodafone to honour the terms of the contract that they offered me. All this bait-and-switch is pathetic.

Pete

baldude

Looking at the number of complaints here, I have decided to end my two contracts with vodafone and said hi to T-mobile. Voda retentions team offered me ok'ish deals but after going through the complaints here, I have decided to say bye than sorry....requested my pac and received it. Only matter of time now....good bye to voda, been with them since 2003...never gonna comeback again.

Vodafone

Hi all,

Crystalmemo - I'm extremely sorry to hear that you have had such a frustrating time with our company. This is not the way that we want our customers to feel and I wish I could of offered my help sooner. Our team would be more than happy to look at the issues that you have had with your contract and discuss all of the things that have happened at greater length.

If you would like to contact us, please follow the link below -

Web Relations Team - Vodafone UK

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

Dodgeuk -

I completely understand why you and your girlfriend would be frustrated by this and I would be glad to look into the situation, rectify any mistakes and address the inconvenience that you have both suffered. If you could contact us on the link that I have provided above we will get back to you as soon as possible.

Pete Hall -

It's a real shame that you were given incorrect information when you took on the contract and you should have been told that the discount would expire three months before the contract ends.

As you were given incorrect information in the first place, I would like to look at
this in greater depth and ensure that you are receiving the discounts that you were promised.If you could contact me on the link that I have posted above, we will get back to you as quickly as we can and get this resolved.

Baldude -

It's such a shame to hear that you are leaving us, we don't want to lose your custom. However if you require any assistance with your final bills or your number port, please let us know and we will do everything that we can to help.

Thanks,

Espi
Web Relations Team
Vodafone UK

hamishj

Vodafone have been messing me around so much recently. I had a contract with a discount for the full 18 months as agreed by customer relations and many times i have checked. All of a sudden it runs out on the 28/2. I have emailed both the WRT and the normal Vodafone contact us. I hope you can sort this out for me as i am really stressed out by it.

Lossy

I Am so annoyed with Vodafone.

I have been a customer with them for over two years now, with close to 7 months through my second 18 month contract with them, and i have had nothing but dis-appointment these past 7 months.

When my contract was coming to an end, i happily asked for an upgrade as the service i had received in the first contract had been good and i wished to remain a vodafone customer.

After finally deciding to upgrade my account, i spoke to a customers services lady though the phone, who actively encouraged me to alter the phone i was asking to upgrade, telling me that the phone was the best phone i could get at the time and that it was the best phone for me to get, so after consideration and the thought that vodafone provided me previously with a good service i decided to listen to her - which is the biggest mistake i have made.

1)Within the first 2 weeks the battery on the phone would not charge properly, so i was sent a new battery.

2) 3 weesk later the screen on the phone froze and would not work, when i called and asked to change my phone, they said they could not change the phone but could ony send me out a new handset.

3) after the new handset arrived, i found that the phone would often cut out in the middle of phone calls ( this for a phone which was the best i could purchase at the time)

4) after the first month and a half, the phone would not be able to survive 1 day without the battery dying, so the battery life is incredibly bad.

5) The last 2 months or so (i learnt to put up with the phone cutting out in conversations randomly) the phone now reacts slow to everything i wish to do, looking at texts, setting an alarm, looking at the calender anything...

6) The phone last week, when people would call looked as though the name that would come up was written in a mixture of foreign langauages, but every other part of my phone was in English,

and 2 days ago to top things off, My phone is now only Displays "No Network Service", i took it to the vodafone shop and they said i should call up customer services.

What is terrible, is that i am stuck in this contract for close to 9 months more(before i can change the phone at least) and vodafone seem unwilling to help me.
I had no intention of leaving vodafone 8 months ago, but i really feel let down by the services they have provided.

lily_lou_2

I have had enough of vodafone now. Even going through this site hasn't helped with my complaint. I originally complained on 13th December. Came on here just before xmas and got told to email the team on here. Got a response from them on 23rd december. Eventually got another reply on 20th Jan, through the original complaint I made, saying that they would contact me the next day, well they must be in another time zone as still no reply! The nature of the complaint was about allowing fraudulant upgrades on my account 3 times in 6 weeks, the last time being after additional passwords and instuctions to phone me on my mobile, to confirm it was me, before discussing any upgrades. I think my personal data and fraud is an important matter, vodafone obviously think otherwise! Looking for a deal with another provider.