Vodafone complaints

watcherman

If you're thinking of Vodafone + iPhone.....:

http://forum.vodafone.co.uk/index.ph...9&#entry336119

aerofan11

I have been on Vodafone for about 7 months now, and I wasn't having any problems until last month.
Last month, I went slightly over my text limit (500 texts), and had to an extra £30 on top of my £18 a month. I was told it was my fault, but I had no way of telling how many texts I've sent, my sent inbox only holds 20 texts at a time. Even though I wasn't happy, I paid the bill (£55.55), and upgraded my plan to unlimited texts to prevent this happening again.
Yesterday, I phoned Vodafone to pay my bill, and I was told I would have to pay £76! I refused to pay this, and spoke to customer services, where I was told I somehow used 4GB of internet. I rarely use the internet, and when I do it's for Facebook, which I was told when I signed up would be free (And looking at my previous bills, I've never been charged for it). The guy on the other end of the phone was a nice guy, and told me he would forward this to the bill team, because even he thought that 4GB wasn't right.
After the phone call, I decided to also email Vodafone about this situation. Earlier today I got a reply from the email, informing me that the bill was from February, which makes no sense, because I've already paid for February's bill.

Vodafone wrote:

Scott, on your bill I can see that you are charged for sending text messages from 13th February until 15th February 2010 as your previous price plan was 100 minutes + 500 texts + Vodafone Passport which you had changed to the above one on 16th March 2010.
All together you had send 898 text messages in the month of February 2010. However, as per your previous price plan you will get only 500 texts.

I need a proper explanation to this email. Because I was told last month that I sent 700 texts in February, which caused the hefty bill which I paid for last month.

When I subscribed to unlimited texts, I was told I wouldn't be overcharged ever again from texts, unless I sent them to premium numbers, which I haven't.



If someone from Vodafone could reply to this it would be very helpful.

watcherman

Guys, be very wary of the helpful cheery chappies and ladies at the e-forum, I just found out that my own problem, which they said was unsolvable, was solved by contacting the Director's Office at Newbury. When I posted on the e-forum that this was resolved, they deleted the post! I posted a generic reply, suggesting that if no help was forthcoming on the forum, people should consider contacting the Director's Office, without posting any further details of my specific case....Both posts got deleted, I guess Vodafone e-forum staff "really" want to help customers with problems!

Vodafone

Hi Mrs_Ryan,

I can completely understand why you’re so frustrated here and I’d really like to get this sorted for you.

If you can email us from here, I’ll be more than happy to look into this and get everything sorted. Please ensure that you put the code WRT135 in the subject line so that the email comes into us and include your username a link to this page in the body of the email.

rjhempel and aerofan,

The best thing here will be for us to take a look at your accounts to get this all sorted out.

Please can you also email us via the above URL with the requested information the (code: WRT135 in the subject line and include your username a link to this page in the body of the email) and we’ll be happy to look into your queries.


Hi watcherman,

Any time a post is removed from the eForum, an email is sent to the forum member to advise them of the reasons why the post has been removed.

If you’re at all unsure or have any queries about this, you can always reply to the moderator’s email to ask them directly.

All the best,

Jenny
Web Relations Team
Vodafone UK

ollie24

Hi, can you help? I have had my Nokia N900 for about 4 months now and have a 24 month contract with vodafone. I cannot get more than 1 bar (signal wise) in my house and have to walk 200 yards away to get 2 bars. I cannot hear the caller or cannot be heard. I cannot get 3g, I never have been able to with vodafone. I have tried all the advice from customer services 20 emails so far and 6 phone calls, swapping sims, cleaning sim, turn off then turn on again etc. The latest call to 191 advised me to buy a sure signal. Will this help and do I have to pay to get a signal. I will give you more details if you need them. I have used my phone for about one hour since January and its costing me £40 a month. I bought the phone for emails and internet use how do I receive 3g with vodafone?

Ollie

madnlooney

ollie24 wrote: »

Hi, can you help? I have had my Nokia N900 for about 4 months now and have a 24 month contract with vodafone. I cannot get more than 1 bar (signal wise) in my house and have to walk 200 yards away to get 2 bars. I cannot hear the caller or cannot be heard. I cannot get 3g, I never have been able to with vodafone. I have tried all the advice from customer services 20 emails so far and 6 phone calls, swapping sims, cleaning sim, turn off then turn on again etc. The latest call to 191 advised me to buy a sure signal. Will this help and do I have to pay to get a signal. I will give you more details if you need them. I have used my phone for about one hour since January and its costing me £40 a month. I bought the phone for emails and internet use how do I receive 3g with vodafone?

Ollie

The suresignal plugs into your broadband router. Its advertised on there site for £50 or £5 a month for 10 months. i dont know if you complain enough they may give it to you as a good will Gesture?

Vodafone

ollie24 wrote: »

Hi, can you help? I have had my Nokia N900 for about 4 months now and have a 24 month contract with vodafone. I cannot get more than 1 bar (signal wise) in my house and have to walk 200 yards away to get 2 bars. I cannot hear the caller or cannot be heard. I cannot get 3g, I never have been able to with vodafone. I have tried all the advice from customer services 20 emails so far and 6 phone calls, swapping sims, cleaning sim, turn off then turn on again etc. The latest call to 191 advised me to buy a sure signal. Will this help and do I have to pay to get a signal. I will give you more details if you need them. I have used my phone for about one hour since January and its costing me £40 a month. I bought the phone for emails and internet use how do I receive 3g with vodafone?

Ollie

Hi Ollie,

Sure Signal would certainly help to solve things for you here providing you have a fixed line broadband service at home with a minimum speed of 1Mb per second.

As madnlooney has mentioned we are able to offer this from £50.00 (inc. VAT) depending on a customer's price plan and as you've confirmed the monthly cost of yours I can confirm that we'd be able to extend this discounted price to you.

Should you need any further help from us you're welcome to get in touch with us via the Contact us form on our website.

When sending the email you'll just need to state the code WRT135 in the subject line together with including a link to the thread and your MSE username.

Thanks,

Lee

Web Relations Team

Vodafone UK

Peapod21_2

I've been a loyal Vodafone customer for about 2 and a half years, but have experienced no end of poor service from Vodafone since my upgrade in November 2009. I upgraded from a Samsung G600 to a Sony Ericcsson W715, but have had no end of problems since receiving the new handset. The W715 handset has a Sat Nav capability which I liked and decided to ask Vodafone for their all in Internet Package which covers all online content and applications at a cost of £5 per month if bought online. I rang Vodafone and asked for this package and initially was told it cost more. I then had to direct the Vodafone rep to the website to show them where they were wrong. Eventually I eneded up with what I wanted. 3 months later I decide I'm not using it that much and remove the package. Upon checking the bill I find that Mobile TV has somehow been added to my account at a cost to me of £10 per month. I rang Vodafone to complain and was told that only half the amount could be refunded. Not wanting to look a gift horse in the mouth I accepted. Then my new handset started playing up. Any music I downloaded to the phone would be there for a day then disappear. I complained to Vodafone and was issued a handset. No problems there. My 2nd handset arrived and all seems fine when I start to lose connectivity to Vodafone. Not a lack of signal, but absolutely no acknowledgement on my handset that it was connected to Vodafone. That was enough for me. I complained to Vodafone through their website once to Customer Care and once to Customer Relations. I receieved automated replies from both Customer Care advising that I would be contacted within 48 hours and Customer Realtions (Stefan) advising I would be contacted within 72 hours, but still no contact from him though. Anyway, Customer Care agreed that I should have been refunded the full amount for the Mobile TV incident and I was advised that the remining amount would be refunded to my account, which I will check come billing date. I was then advised I could change my handset to one of the same value, with depreciation taken into account. Imagine my disappointment when I find that the handsets available are all available on the lowest value tariff. I argued that as I am on a £25 per month tariff and the problems I have experienced were not my fault I should be allowed to choose a phone available on my tariff, but apparently I am not. I had to make 3 or 4 calls back to Vodafone Customer Care to clarify my comnplaint and the remedy action, and was actually cut off 3 times, twice when speaking to Vodafone and once while on hold, having been on hold for 20 mins. I am now at the end of my tether and advise anyone with Vodafone to leave and anyone considering Vodafone as a provider to not bother. I was not happy and asked for my complaint to be escalated and I was also told I would receieve a manager call back today, but so far nothing, maybe I my phone is not connecting!! So anyway, I have complained via email again that my complaint has been partially resolved. I also stated that should the remedy action not be considered in my opinion fair then I believe the contract should be cancelled at no cost to me as Vodafone have not fully provided the service for which I am paying. Apparetnly for me to leave due to the poor service I have to pay £317.50. Not very happy at present.

For the Vodafone Rep my email complaint numbers are 2376728 and 2388340

twhitehead

I have been looking to see if anyone has a similar problem to mine but cannot find it. If I should have started a new thread I apologise but
My problem is that I only use my PAYG for real emergencies. So I had one and got the message that I had no credit and could not make any calls. When I looked on my phone by requesting a balance I got that I was £9.89 in credit.
Any suggestions?????_pale_

Peapod21_2

Just a quick update, still no manager call back or any contact from Vodafone. Should I call back, write or just lower my tarriff and let the contract run out??