Vodafone complaints

Annie._2

twhitehead wrote: »

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_

You need to keep the number active by making a regular chargeable call. If you do not use your number for 170 days the number is suspended but can be reactived by making a top up and a call.

If you do not use the number for 270 days, you will lose the number and any remaining credit.

It is explained in Vodafone's PAYG T & C's.

Vodafone

Hi Peapod21,

I’m disappointed to see that this hasn’t been resolved for you and I understand the frustration you will be feeling.

I’m positive we can get this resolved for you. Please can you email the Vodafone Web Relations Team directly and make sure you put the code WRT135 in the subject to ensure it reaches us.

Hi Twhitehead,

We’ll need to take a look at your account to see what’s happened here. Can you also email us as above and we’ll be more than happy to investigate this further.

I look forward to hearing from you both.

Kind Regards,

Jenny
Web Relations Team
Vodafone UK

Peapod21_2

Today received a phone call from the Customer Relations Team after I emailed Guy Laurence. I also received the manager call back from last Thursday's phone call and finally reached a resolution, or so I thought. After getting of the phone following my email, I had an email to say my Vodafone bill was ready. I logged on and flipped. I had the full amount refunded from the Mobile TV, but it hadn't been removed from my account, nor had had the web package. So the refund had been offset by further charging for services I had asked to be removed from my account, and had not asked for in the first place. Apparently this has to be removed from the Tech System as well as your account to be fully gone. What a joke!! I thought I was getting somewhere too.

Peapod21_2

To all if your complaint is not resolved in a suitable manner, you can always complain to Oftel and Otelo (phone regulator and ombudsman)

Vodafone

Hi Peapod21,

I'm extremely sorry to hear that the web pack and mobile TV weren't removed fully from your account and this has resulted in you still being charged. This is an error that we can rectify easily and although I imagine you are quite frustrated at the moment, I would like to make sure that this is actioned properly for you.

Could you contact my team 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'm certain that we can remove these packs for you so that you will not be charged for them in the future, as well as looking into the charges that have previously been incurred.

I look forward to hearing from you soon.

All the best,

Espi
Web Relations Team
Vodafone UK

anderson8

hi ive been with vodafone for 16 months since switching from orange.
i originally switched due to my partner recieving a call from them(hes always been with vodafone) offering me and 18month contract with 600min and unlimited texts for £35 with the first 6 months half price.
now its time for me to upgrade and when i was on my account on the vodafone website i noticed they have been charging me for phone insurance which i did not take out.
i dont have paper billing and never check my bills as we always have more than enough money in our account.
after speaking to vodafone they have now told me they can refund me 6 months of the charges but no more!
to say i am unhappy is an understatement.
how do i go about making a complaint and get them to refund my money which they have been taking without my agreement or permission?

Vodafone

Hi anderson8,

I'm sorry to hear that this has happened. If you never required or asked for the insurance to be added to your account then you should receive the full sum of the payments back.

I would be happy to do this for you, so that I can action this, could you please contact The Web Relations Team - Vodafone UK so that we can do this for you.

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

I'm certain that we can help you with this and I look forward to hearing from you very soon.

All the best,

Espi
Web Relations Team
Vodafone UK

simpo03

Hey guys,
When I try to upgrade my phone online through the Vodafone website I have been offered a selection of handsets for free and a reduced price to continue my existing tariff. A good start...
However, my problem is that I have a blackberry and therefore need a blackberry data package.

A Vodafone business telephone advisor was unhelpful and could not clarify this but if i accept the online upgraded tariff (£25.00pm) will I still have to add the Blackberry charge on top?? (roughly £5 extra i think)

Thanks!

mobilejunkie

Make sure you get any offer clearly in writing before agreeing; it seems common practice for them to offer one thing and serve up something quite different once the bills start arriving.

Vodafone

Hi simpo03,

If you would like us to help you with this and ensure that you receive a package with the necessary Blackberry add on, please feel free to contact my team via Web Relations Team.

(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.)

We will be more than happy to help you with this and look forward to hearing from you soon.

Thanks,

Espi
Web Relations Team
Vodafone UK