Vodafone complaints

tammyw

Hi, I wonder if anyone can give me some advise.
Im having a few problems with VODAFONE.
Last January my husband got me a phone it was 35.00 a mth - 750 mins and 400 txts. In August he got me another phone so our son could have my old one.
I had a 24mth contract 1200 mins to mobile and unlimited landline and text.
Everything was going ok until the bill came and i was being charged for internet use. I spoke to an adviser and they ammended the plan we were on to include unlimited net use on my phone. She also added things like tv and music packages. I was told my bill would now never go above the £100. I was also told that if it did I would be contacted and made aware. I asked if there could be a limit put on my account just a precaution. I was told this could and would be done.
Now ive never had access to my online bills as despite having registered for the services it wont allow me to use them. I wasnt too bothered as long as my bills stayed below £100.
Now comes the tricky bit:
On monday i took a call on the mobile getting me to buy there music bundle 10 tracks for a fiver. I accepted for both mine and my sons phone.
Then Tuesday my phone is cut off ! I phoned up and was told Id not paid my bill, I explained it was my error and went to pay the bill. They then went on to tell me it was £270. I was really cross as no ones contacted me and I REALLY didnt notice the phone glued to my ear. I asked them to reset the online so i could review the account. That was done but when i tried to log on i couldnt get on. I phoned back about 4 times and was told theyd send out paper bills. Lot of good that is...:mad:
When i phoned to speak to someone yesturday I was told I have no authorisation on the account.....now im really cross as theyve never spoken to my husband.:mad: I phoned and paid the bills using my card oh and a card in his name ( they never spoke to him then either). So now no one will speak to me, Ive emailed them and all they did was reply saying yes your bill is right. oh and your wiife has no authorisaion on the account.
So in a nutshell - ive a bill for £270 and i cant talk to anyone about it, my husband is in the army so i cant get him to contact them ( hes in afghan at the minute). Ive emailed them again this morning asking them to explain the bill and explain why theyve divulged information to me when i apparently have no authorisation. Isnt that breaking data protection ?
Any advice would be appreciated.

lmsava

I need to share my recent experience of Vodafone. I recently udgraded to an iPhone on Vodafone having been with the network for 18 months. I went to one of their stores in Croydon to do this and have had problems since then. There selling practices are dishonest and borderline illegal.

The first thing they did was sign me up for Cover Me insurance at £12.99 a month. I did not ask for this, in fact I specifically asked for it to be removed when I saw it on the contract. The sales assistant spent some time saying it was free for the first month and that I should just cancel it after that. I replied to this that I would forget and would just like it removed right away. As this was going on in front of a lot of other customers the store manager told the assistant to remove it there and then. However, my subsequent bills have all had this insurance on so the store has signed me up for the insurance without my knowledge.

Second, without asking, the assistant put a pay monthly sim in the bag with my new phone. I was told specifically that this sim would expire after one month and that I didn't need to do anything. She said it would never appear on my bill. After one month I find that I was charged another £12.99. So my monthly bills have been coming in at close to £50 rather than the £35 I had signed for. I contacted Vodafone via their webform and the issue over the extra pay monthly sim seems to have been resolved. However, the insurance issue has not. I was told I would be credited £12.99 as a "goodwill gesture" (which would actually be just giving em back my money) but this hasn't happened.

All told, this has been a horrendous experience. I can't believe that companies operate like this and I have no idea how they expect customers to stay loyal when they are treated in such a way.

Vodafone

Hi all,

I will apologise for the length of this post now, as I want to reply to all of you and offer all the help that I can.

TREVORCOLMAN

I’m sorry that I wasn’t able to get back to you sooner, could you please let me know whether everything has been closed off properly? If not, I will be happy to look into this for you and make sure we have tied up any loose ends.


Please contact the Web Relations Team by following this link. When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team.

Simon_Swann

I can imagine that you are very frustrated by this situation and I would like to help you investigate this further.

As I would need to access your account to find out why you were being charged after your contract was cancelled, could you please contact me via the link above, ensuring that you quote the code WRT135 in the subject line and a link to this thread and your user name in the main message body.

I’m certain that we can get to the bottom of this and help you further.

Stolt

I apologise that I have not been able to get back to you sooner about this, could you please let me know whether this issue has now been resolved.

If not, then I will be more than happy to take a look at your account and find out why you received the message saying that your payment was overdue. If you would like to contact me via the link above I will be more than happy to look into this for you.

When contacting, please make sure that the code WRT135 is included in the subject line and that you pop a link to this thread and your username in the main message.

Tammyw

I’m very sorry to hear that you have been having trouble with accessing your account and online billing. I imagine that this is quite aggravating as you have a higher bill than usual and can’t access your bills to find out why.

I would really like to help you with this, by ensuring that you have access to your account and online billing as well as explaining why your bill was so high for this month.

So that I can help you with this, could I please ask that you contact me via the link above. When contacting, please be sure to quote the code WRT135 in the subject line, in the main message body please include a link to this thread and your username. This will ensure that your message comes straight through to my team.

Imsava

I’m sorry to hear that you have had such a horrendous experience since upgrading your handset.

I would like to offer to check your account to ensure that your insurance is properly removed from your account and you will not receive any charges for this in the future.

Could you please contact me on the link above so I can help you further. 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.


Thank you everyone and I look forward to hearing from you soon.

All the best,

Espi
Web Relations Team
Vodafone UK

dentedporsche

Vodaphone are the worst we have been with. After being conned into 6 month contract extension for £25 off of her bill then conned into a £35 a month deal after being told it would be £25, my wife finally gave notice of cancellation using the web forms last month. Vodaphone still took another payment this month. When she called she was told there was no email cancelling. What is the point of the web forms or email if they are just ignored or lost? Result, Vodaphone take another months money for no service. I'll never deal with this company again. 4 contract phones in my house so 4 potential contracts lost to Vodaphone due to their greed.

Vodafone

Hi dentedporsche,

I'm disappointed to hear that when your wife submitted her notice of cancellation, it was not picked up by our systems.

I would like to offer further help with this situation, could you please contact me via -

Web Relations Team - Vodafone UK

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name.)

I look forward to hearing from you.

All the best,

Espi
Web Relations Team
Vodafone UK

Pixiechic

If you continue having problems and you feel that you have a valid complaint, contact the Telecommunications Ombudsman and direct your complaint to them. I have had similar problems myself in the past. I am with orange now and it's been a breeze! Here's the link for the Ombudsman page http://www.otelo.org.uk/pages/44mobilephones.php. Hope it all gets sorted .

Hefferlump

They seem to have a high turnover of staff in the web Relations team, don't they? New names cropping up all the time as more and more dissatisfied customers write of their experiences on here. It is not just the original complaints...it is then how the WRT deals with them (or rather, doesn't).

Vodafone

Hi Hefferlump

It's a shame to see you have such a low opinion of us.

I understand from Lee we were unable to accommodate your previous requirements however if there is anything we can help you with please feel free to get in touch with us by following the instructions for Espi above.

In terms of our turnover of staff we have grown since we started helping people here and on other sites last year. Although we still have our original members (myself who began in March last year) and Lee (who began in June).

If anyone would like to, they can see more information about our team here.

All the best

Kirsty
Web Relations Team
Vodafone UK

Vodafone

Hi melanie20012001 and mel d

I'm sorry for the delayed response to your post.

If you still require any help from ourselves our offer to get in touch is of course open to you too. If you'd like us to get in touch please follow the instructions outlined in Espi's post above.

All the best

Kirsty
Web Relations Team
Vodafone UK

littlesusie

I'm having a terrible time with vodafone and their incompetent staff at the moment. After having my mobile phone lost/most probably stolen 2 weekends ago, they were very quick to get a new one out to me as soon as I reported this. However when checking with vodafone's staff about whether the person who has my phone could go through my contacts/messages etc I was told by one person yes and one person no confusing and worrying me about what was correct as although the phone was now barred I was unsure if they unlocked it if the information saved on the telephone could be accessed and would have liked reassurance or not on this.

This new phone arrived promptly but however has now turned out to be faulty, being a reconditioned mobile (which I did not know I was paying the privilege of £7 a month insurance and £25 excess to receive) which I can barely use to call / text / use the functions on.

So back on the telphone to customer services who advise me to go to my local store where I can pick one up in exchange, a note will be left on my account. Great I think, all going well, go to store next day to be told this is not something that can be done in store anymore even with the note on my account.

Back on phone to customer services to explain again (which can take a while) and am told someone from the insurance company will call me regarding this as they obviously do not know how to help me. That was last Friday and it it now the following Wednesday and I have heard nothing.

Emailed to their email contact through the website today to ask about the replacement handset, why I keep being told wrong or differing information and if I am able to change to pay as you go (as still in contract till Novemer) or can I cancel as am unhappy with the service.

I have just been emailed back and told that I can not have a replacement phone but can BUY one of their almost new phones from them......after me paying excess and being told I can have one...the answers just keep getting better and better! I am also told that to cancel will cost me in the region of £250....!
And no answers to my worries over the info on my stolen telephone...

Now just hoping I can go to pay as you go and will go elsewhere with better service and a company that will give me a mobile that will work!

Sorry for the rant but just had to get it out! I just have to finish and say I am a customer of 15 years, always had good service, have been a good customer and was loyal to vodafone before but lately and especially in this instance I am no longer!!!