Vodafone complaints

Hursty

Are the web relations team still working for vodafone?
I sent an email on Wednesday, got an automatic response saying that I'd be contacted within 48 hours - guess what, no contact.
So I send another email on Friday, again get te automatic response - guess what, no response!!!!!:mad::mad:
So I send another email yesterday, and yes I'm still waiting!
This is absolutely appaling service! Not only have I got a duff phone, but the fabled web relation team no don't even respond to emails, even after 96 hours!
Vodafone rep - are you there???

worldwide3rider

Hursty wrote: »

Are the web relations team still working for vodafone?
I sent an email on Wednesday, got an automatic response saying that I'd be contacted within 48 hours - guess what, no contact.
So I send another email on Friday, again get te automatic response - guess what, no response!!!!!:mad::mad:
So I send another email yesterday, and yes I'm still waiting!
This is absolutely appaling service! Not only have I got a duff phone, but the fabled web relation team no don't even respond to emails, even after 96 hours!
Vodafone rep - are you there???

Seems to be the same amount of time that I have been waiting, I did have a reply on Saturday which said

"o get this chased" from Jenny at web relations

What a great responce?!?!, doesnt make any sense to me, my complaint is still going on 6 months from when it started and the repies dont sort anything so dont hold your breath.

fatboy88

I've found web relations cant sort out outbound retentions team deals as they are made by dataselect. I never understood why they use an external company to do their upgrades. Was told this last time i upgraded and was comfirmed by someone i know

Hursty

Having had difficulties in originally contacting the vodafone web relations team, I feel I now need to come on here and offer a big thank you to the team, Espi in particular.
I've been having problems with my Samsung H1 handset since receiving it in November last year. But thanks to Espi I'm now pleased to say that that handset is now going back & has been replaced with an SE Vivaz.:beer:

theonlywayisup

Vodafone_company_representative wrote: »

Theonlywayisup,

I’m sorry that we couldn’t help you on this occasion.

All the best.


Jenny
Web Relations Team
Vodafone UK

You did me a favour. O2 have been amazing thus far.

However, I am STILL having Vodafone problems. I get an automated email saying my bill is available online, yet as I have left, I cannot access it. I call Voda who tell me they cannot help. So despite your legal obligations to issue a business customer a VAT receipt when requested, you flaunt the law and your obligations. Total crap.

Amazing that a company as dreadful as Vodafone can get it wrong long after the customer has left.

But, I really shouldn't be surprised.

Crap companies rarely get better, just worse. And Vodafone are worse than crap.

ken678

I will choose my words carefully – I have no wish to be sued into oblivion before we start.


That having been said I believe that Vodafone's management of their “dongle enabled” mobile internet access is scandalous. They provide a meter – albeit they say it is “approximate” - so you can (you think) monitor usage. You cannot in fact and you are always faced with a bill substantially higher than either you expect or than the meter shows.


The meter is grotesquely inaccurate and – after much back and forth – Vodafone signed off their last email to me, admitting as much - as under :




“Unfortunately no more credits are able to be raised on your account as you now know the counter is incorrect. What I am able to do is cancel off your account with no penalty to yourselves”



Which I translate as meaning - “since you know we provide a dodgy meter you cannot expect any recourse!”.


In common with many services you pay one rate if you stay within your limit and a thumping excess if you go over. For Vodafone to say (as they eventually did to me) that “not everything is recorded on the meter” raises all sorts of questions. I would hesitate to say, but only just, that this is a simply a device to squeeze more money from their customers in a wholly underhand way.


More information on my experience with Vodafone is available at isthisfair.co.uk.


I would love to hear from you if you have had similar experiences – I think it is appaling behaviour from one of the Uks largest companies.


Thank you

Vodafone

Hi all,

Mr Thrifty –

I’m disappointed to hear that you are having issues with your handset. We will be more than happy to look into this for you and I’m sure that we can help you further. If you would like to email us via – Web Relations Team – Vodafone UK we can take a further look at the issues.

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

Hursty –

I’m really pleased that we were able to help. Let me know if you would like any help or information in the future and I will be more than happy to assist you.

Theonlywayisup –

If you are having difficulty viewing your final bill and you require this for business purposes, please feel free to email us on the link above and we will help you further.

Ken678 –

We certainly don’t want you to feel that you are provided with a dodgy service and I would be pleased to look into any issues that you have been having with our Mobile Internet service.

If you would like to discuss this matter further then please feel free to email our team via the link above and we will get back to you as quickly as we can. I’m certain that we can restore your faith in our company.

All the best,

Espi
Web Relations Team
Vodafone UK

mutleyboy79

I had a vodafone contract which was due to expire in october. I requested my PAC code on 16th march and paid an early termination fee of £153. My number transerred and was active on my new network on 22nd march.

Last month i received a final bill from vodafone for £156! Obviously i was alarmed at this and phoned them up. On the bill was an early termination fee of £148 and something called a reservation fee for £153 - the exact amount i paid to cancel my contract early.

Nobody on the customer services on the phone had ever seen this reservation fee being mentioned on a bill before and had no idea what it was, they were trying to tell me the £156 due was for any call charges since my last bill, which was impossible as the number had not even been active on vodafone anymore, it was working on 3 since 22nd march.

Eventually I got through to someone with a bit of nous and he admitted it was obviously a billing area and said he would pass it on to the billing team to get it cancelled. He also told me to cancel my direct debit so the money didnt get taken out if it was not resolved by my DD date.

Having not heard anything back for over a week I emailed customer services who informed me that it was on my account that it was set up to be cancelled as it was an error.

So imagine my frustration when i receive a letter today demanding the £156 and threatening me with a default on my credit report!!

I am absolutely fuming with the way I have been treated throughout this, what with customer services not even knowing about certain terms on my bill, through to being told it was all sorted and to cancel my DD.

All I want is for them to rectify the bill as they promised and send me a final bill showing my account is clear.

Sometimes wish i had not cancelled the contract early, would have been none of these problems then, but then I would have had to put up with no 3G signal at home even though i am meant to get it and god knows what other problems i may have had to put up with

Vodafone

Hi Mutleyboy79,

I’m very disappointed to see the problems you’ve had with the cancellation of your account however I’m positive we can get this sorted. If you’d like to email us via Web Relations Team we can look into this for you.

(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).

Many thanks,

Jenny
Web Relations Team
Vodafone UK

mutleyboy79

its sorted now thanks to 2 wonderful ladies called becky and holly on telephone customer services.

They managed to figure out what none of the other cs agents i spoke to could. It turns out that when i phoned and cancelled early the person who took my payment for early cancellation put it through on the wrong code and basically put down that i was taking a gold number with me which i was not. So they put the etf charge on the bill and £153 charge for a gold number.

Shocked at the incompetence of the various people i have dealt with at vodafone, but am very grateful to the two ladies mentioned above who finally managed to sort it.