Vodafone complaints

loser40

loser40 wrote: »

Just sent this email to Vodafone...

Hello,

I have been a customer of yours for around 9 years and until now was happy with your service. I have my bills via email. I have never experienced over charging until now.

I recently logged into my account and noticed I was being billed for 4 phone numbers, not just the 2 that I agreed to pay for. I have contacted customer support and customer relation regarding the £600 over charge which I am advised began in Jan 2008.

I spoke to Wayne at the Swansea call centre who offered me a £200 partial refund - I rejected this.

I also spoke with Clair at tech support Egypt who assured me that I would receive a full £600 refund - I gladly accepted this. She advised me that it would take 5 days maximum. It never arrived.

On Thurs 10th June I spoke with Stuart (3***) at the Swansea call centre who reduced the £600 full refund to a £200 part refund – I rejected this. He advised me that I would be contacted by Customer Relations based at Banbury later that day. They didn’t call.

On Mon June 14th I spoke to Will, who informed me that Customer Relations didn’t call me because this issue hadn’t been passed onto them. Will assured me I would receive a call from Customer Relations later that day and the issue would be resolved. No one called me.

I phoned 191 again on Thurs 17th June. I was assured that S****** would call me back at 4.30 and organise the refund. No one called me.

Today I phoned 191 again. I was eventually spoke to Paul M****** who advised me that his manger would call me back. I did get a voicemail message from a Vodafone manager, who offered me a £150 ‘good will gesture’ refund.

I have tried to contact customer relations again today 3 times without success.

I contacted OFCOM 2 weeks ago for advice. They advised me to try and resolve this matter with you amicably. I have tried to do so without success and the the £600 full refund offered by Vodafone has been retracted.

OFCOM have advised me to report the matter to OTELO and let them take this matter further.

OFCOM also advised me that I request, in writing, a full and final offer from Vodafone stating the refund you are offering me regarding this matter.

Incidentally, I am disappointed to have to result to involving the regulators in this matter. I hoped that this issue would have resolved swiftly and I would by now be in the position of renewing my contract with Vodafone and organising a handset upgrade.

Please send me, in writing, your full and final offer regarding this over charging complaint together with advice of how I cancel my Vodafone contract and account.

RC. 19th June 2010.

Hello again,

At last, I have in writing an offer of a £580 refund.

Now hopefully I can continue to be a Vodafone customer all depending if they will match t-mobiles 3GB internet allowance and re-sellers offers of a free HTC Desire on an 18 month contract @ £25 a month.

A special thanks to Jenny for her help.

M (+RC)

Vodafone

[FONT=&quot]Hi benny123,[/FONT]

[FONT=&quot]Its a shame to hear that you have now left us.[/FONT]

[FONT=&quot]I could do with taking a look at your account to see when your contract was due to expire. If you could email us here with WRT135 in the title I can take a closer look for you. [/FONT]

[FONT=&quot]Please also add your username and a link to this thread in the email.[/FONT]

[FONT=&quot]Hi Shaq365[/FONT]

[FONT=&quot]It’s disappointing to hear of the issue that you are having.[/FONT]

[FONT=&quot]If the account older can email as per the post above, I will take a look at the account notes at the time, it was upgraded and see what I can find.[/FONT]


[FONT=&quot]Hi Dryad_Wombat[/FONT]

[FONT=&quot]This is upsetting to hear and we will do we can to get this resolved for you as quickly as possible.[/FONT]

[FONT=&quot]It may be this is already being resolved if you have wrote into HQ, but we will chase this up and make sure that it is sorted as soon as possible.[/FONT]

[FONT=&quot]Please email us as per the top of this post and we will be in touch.[/FONT]


[FONT=&quot]Hi Lolabugx[/FONT]

[FONT=&quot]I understand how frustrating this can be, getting mixed information.[/FONT]

[FONT=&quot]If you can also email me as per above, Ill look into this straight away.[/FONT]


[FONT=&quot]Hi Eco,[/FONT]

[FONT=&quot]We know its not good enough that you have so many issue with your deliveries.[/FONT]

[FONT=&quot]If I could ask that you email us as per the top of the post and Ill get this looked into for you.[/FONT]


[FONT=&quot]Hi Screamer,[/FONT]

[FONT=&quot]I know its important to have a working phone that you trust to work all of the time.[/FONT]

[FONT=&quot]Although we can't guarantee you reception at any houses that you choose to move to, we can get the Sure Signal working for you properly and take a look into your phones aswell.[/FONT]

[FONT=&quot]Please email us as per the top of the post and we can take a look at this for you.[/FONT]


[FONT=&quot]Hi RogerMcStavick,[/FONT]

[FONT=&quot]The agent should have read the deal back to you and asked you to confirm it during the call. I'll take a look into your account at the time and see what else I can do to see what has happened with this.[/FONT]

[FONT=&quot]Please contact us, as per the top of the post and i will take a look for you.[/FONT]


[FONT=&quot]Hi loser40,[/FONT]

[FONT=&quot][/FONT]
I'm glad to see you've had a solution to this. Let us know if we can be of any help in the future.

[FONT=&quot]Many Thanks,[/FONT]

[FONT=&quot]Andy[/FONT]
[FONT=&quot]Web Relations Team[/FONT]
[FONT=&quot]Vodafone UK[/FONT]

on_a_money_mission

Hi,

I changed from PAYG to contract with Vodaphone via the Car Phone Warehouse in January. I wanted to keep my old number and got a new phone (with no SIM) and was signed up for a 24 month contract.

In February I got my paper bill and noticed I was being charged for 2 phone contracts on the same account. The phone number I am using, and one for another number - which I haven't even got the SIM for. I phoned up Vodaphone and they said there was nothing they could do and I should contact the Carphone Warehouse. I went into the shop - spent the best part of an hour sorting it out and thought the surplus contract had been cancelled.

I stopped getting paper bills for some unknown reason and didn't realise that I was still being billed for 2 numbers until a couple of weeks ago when checking my bank statement. I contacted Vodaphone, got the same spiel about contacting Carphone Warehouse, and I said hang on I did that last time - the call centre guy was arrogant and rude, he told me there's no point in complaining as I have nothing to complain about! As I'm on a 24 month contract I would have to pay a cancellation fee of £200+ for the remaining 18 months for a SIM I don't even have. I don't want to get blacklisted for not paying them so they have me over a barrel really. and they obviously know that. I would contact the police if I thought that would have any impact as it seems fraud to me - to be charged for something you don't have and never asked for. I even queried how I could be held liable for a contract on a SIM I never signed up for.

So yet again I contacted Carphone Warehouse, who to give them credit have tried their best with calls/emails/faxes to vodaphone, and they have kept me posted but my latest Vodaphone bill arrived yesterday and i'm still being billed for 2 phones.

Any suggestions? Is this fraud? I suppose I'll have to Ofcom. I want my excess contract completely refunded, and my time compensated for.

Thanks for any advice,

mobilejunkie

My suggestion would be to send a Letter Before Action to Vodafone, demanding they immediately cancel the false contract and refund the amount paid on it or stating that if they do not you will commence legal proceedings to recover the money plus costs. You will HAVE to pay whatever they charge in the meantime or you WILL get blackilisted. In the letter, explain what happened, your attempts to get this sorted and the fact that you have at no point requested or agreed to a second contract. Since they are the organisation which takes your money and claims you HAVE a second contract they will need to prove that you actually applied for a second contract. Since they will not be able to prove that you should have a sound case. I would also ask them to provide ANY evidence that a second contract WAS applied for. If they do and there is any that cpw set this up without your permission it become cpw that you will have to sue.

dotty9999

Another vodafone complainant joining the party here!

Just found this thread while searching for some sort of complaints department at vodafone since their customer services seem to be ignoring me!

Long story short:

09/06/10 - upgraded phone online, renewed contract 18 months.

11/06/10 - received handset - was faulty and basically I didn't like it so...

14/06/10 - contacted customer services and cancelled upgrade by phone - all very smooth, was told phone would be collected between 9am and 5pm on 16/06/10.

16/06/10 - phone not collected during hours advised. Courier rang my mobile at 5.40pm to say he was at the collection address - I had given up waiting at 5.30pm - said he couldn't return the next day without vodafone instructing him to do so. Emailed vodafone to ask why collection wasn't in the hours they advised.

17/06/10 - rang vodafone to arrange collection of the phone - booked for 19/06/10 and told I may have to wait after 5pm this time. Told I would immediately revert back to old price plan and be eligibile for upgrade upon return of handset.

18/06/10 - received following email from vodafone:
I would like to inform you that you have written the e-mail to us on 16th June 2010. I've gone through your account and could see that on 17th June 2010, they have promised to collect the handset for today i.e. 17th June for the second time, as the first attempt was unsuccessfully.
Once the phone has returned to us, we will update your account and reset your commitment period. This will soon reflect on your online account. You will be eligible for an upgrade after the phone is returned to us and your commitment gets reset.
I trust this helps.
Kind regards,
Sunny Bahot
Vodafone Customer Services

19/06/10 - phone collected as advised.

23/06/10 - old price plan still showing and no confirmation that phone received back - further email sent to vodafone asking for response on behalf of a complaints manager - following reply received:
I've checked the notes on your account and unfortunately there are no notes on your account stating that we have received the phone.
Emma, as you had ordered the phone online you need to contact our Sales Response Team on 0844 854 0430. They are open from Monday to Friday between 08:30 and 18:00 hours.
Our Sales Response Team deals with our online orders and our staff will be glad to assist you in this matter and the delivery status of your phone.
I trust this helps.
Kind regards,
Dianza Rodrigues
Vodafone Customer Services


Completely ignoring my request for the case to be investigated as a complaint and for a complaints manager to respond.


24/06/10 - I sent the following response to this email:
1. I asked for a reply from a COMPLAINTS MANAGER. Please advise why this request was ignored.
2. I ordered the phone online therefore believe the 'sales response' team should have the courtesy to respond to my subsequent online request. I find it most unhelpful that when I email you for assistance, I am told to ring you. This does nothing to answer my question.
3. My phone was collected on Friday 18th June - if your records do not show that this has been received, YOU should be investigating this - not putting the onus back onto me, the customer, to contact you when I have already informed you that it has been collected by YOUR courrier.
4. The email you have sent my states the sales support team are "open from Monday to Friday between 08:30 and 18:00 hours." - this is incorrect. I tried calling at 8.30am and was greeted by a message advising they do not open until 9am. Indeed at 9.03 am I was still hearing this greeting. Please advise why you have given me incorrect information and why the lines weren't open when they should have been.

5. After spending 20 minutes holding to get in touch with this team I had to give up as I have work to do. This will be the case until after 18.00 - if they even actually do close at this time - therefore I cannot continually try to call them.

I would like a COMPLAINTS MANAGER to call me THIS MORNING to confirm the following:
-why my phone was not collected on 16/06/06 when I was told it would be
-why I did not receive a response to my initial complaint regarding non-collection
-why my last enquiry was not responded to by a complaints manager as requested
-why I was fobbed off when clearly you need to investigate the whereabouts of the returned handset
-why you gave me the incorrect opening hours
-when you will update your records to show cancellation of the upgrade enabling me to upgrade again - though to be honest, given all the issues I am experiencing, if this is not resolved in the manner I have asked today I will more than likely just cancel the contract rather than upgrade.


25/06/10 - after several calls 20minutes+ trying to get through to vodafone's online team I was assured they have received the handset back and would reset the committment period by today ie 28/06/10 - also that I would receive a response under separate cover to the email sent 24/06/10.


28/06/10 - still no response or even an acknowledgement received. I am still showing on the upgraded price plan and not eligible for upgrade.


Can any of the vodafone guys advise what the issue is here? Why my email has been ignored and records still not updated even though the handset was collected over a week ago?

Or just give me a contact number/email for someone who deals with complaints and will take the time to give me an actual response rather than fob me off?


Any help would be much appreciated!

loser40

This isn't a complaint, just a question;

Does Vodafone intend to increase it's internet allowance to match t-mobiles 3GB data allowance on Android handsets.

I come to the end of my contract in August and ideally would like to stay with Vodafone but only if you can match the current t-mobile allowance.

If you can that's great, but if you cant can you please let me know now so I can organise switching providers.

Regards,

M (+RC)

kyros

I've been with O2 for the last couple of years and have been pleased with their customer service but quite unimpressed by their coverage in London. I recently bought an unlocked iPhone 4 from Apple and decided to switch to Vodafone. O2 gave me my PAC Code with no argument and I ordered an iPhone SIM-Only deal on Vodafone's website. I realized a few seconds after placing the order that they were probably going to send me the wrong kind of SIM card (the new iPhone takes a Micro-SIM) so I called the 0845 number they'd emailed me with my receipt.

I held for ten minutes (at 10p/min) to be told I'd called the wrong line. I called a second number and held for almost twenty minutes to speak to some rude man who said, "it's a SIM-only deal. Not a Micro-SIM only deal. If you want to cancel now you'll have to call this other number". I held for another twenty minutes on the third phone number to speak to a man who apologized for all of the inconvenience and guaranteed that they'd send me a Micro-SIM after all.

The next day I received an old-fashioned SIM in the mail. I called Vodafone (or Voldemort as I am now calling it) and asked them to forget the whole thing. My first two days as their customer were already a complete turn-off and I told the agent that I did not want them to execute the porting of my number from O2. I decided not to simply trust the Customer Service agent to take care of this and insisted that he put me through to the porting team. The woman on the porting team kept me on hold for half an hour while she allegedly spoke to O2 to ensure that my number would remain with O2.

The day after that, my O2 sim card went dead. I called O2 and discovered, of course, that Vodafone had executed the port anyway. But it's been 6 days and my Vodafone SIM hasn't come to life yet either. The only response that I've been able to get from them on the phone is that I need to call a different number, and then their online team just writes that they have no record of me or my original phone number. Meanwhile, O2 says that they can't simply revoke my number, I must get a PAC code from Vodafone for them to reactivate my old contract and number.

This has turned into a complete nightmare. I've had this number for over ten years and as a freelance worker who is employed by several companies, I rely upon my mobile for work. I may never find out what opportunities I've lost in the last week. I've sent a registered letter to their Complaints and Disconnections team but haven't even had a reply to that.

Does anyone have any ideas? I know I can go to OFCOM but I think that by the time they get around to doing anything my phone number will be lost forever. Why must Tom Riddle be so evil?

chuffee

Subscribing to this thread as I'm having a similar experience.

I'm trying to get a PAC for a contract I took out online. Having had such a trying experience with customer services trying to find out when the phone would arrive and having my number ported before I received the sim leaving me with no phone I want to cancel. I'm currently within the 7 day cooling off period for distance selling. However >£10's and hours of frustrated calls later I'm no closer a resolution.

08080 945945 is (or isn't the number to call)
0844 854 0430 (again perhaps the right number?)
support@v-store.co.uk (may or may not be the right e-mail)

If anyone has any better way to communicate with these people I'd be happy to hear. Patience is very thin here.

chuffee

Cheers for the address,

i've just tried the numbers again, more for sport than any real expectation of success.

If anyone else is struggling in a similar position to me, todays directory includes;

08080 945 945 - PAYG enquiries (Or the disconect number I was given)
08700 700 191 - Pay monthly enquiries
08454 410 498 - Returns for online enquiries

Apperently the agent from enquiries couldn't get through to online returns, but was patient enough to wait ten mins (or a pound of my emergency sim credit) to find out and get through to a recorded message. Surely they have a shorter answerphone time than that?

The upshot. E-mail the original address (info@v-store.co.uk)I haven't had a response from since Friday and they'll send me the PAC in 48 hrs.

I've started reading Kafka's Trial again, only this time I can't see what Joseph K's problem is, he's got it easy.

Vodafone

Hi Everyone,

on a money mission, dotty9999, loser40, kyros, chuffee, Yolina

Its clear from your posts that we need to take a closer look at the situations for you. I can understand your frustration as you have not received the service you would expect from us. I would welcome the opportunity to investigate.

Please e-mail us here placing WRT135 in the subject to ensure it comes straight through to our team. Once I receive your e-mail I will do everything I can to get things resolved & will get back to you as quickly as I can.

I look forward to hearing from you.

Kath
Web Relations Team
Vodafone UK