Vodafone complaints

Yolina

Thanks Kath, I don't have any outstanding issues on my account right now as I sorted these through the Director's Office, I do have a query here though: https://forums.moneysavingexpert.com/discussion/2526069 which so far has remained unanswered.

chuffee

Thanks for this Kath, I've sent you a message.

chuffee

Hi Kath,

Can you please confirm you received the e-mail I sent got to you?

After waiting four days I finally got a reply to my initial e-mail to v-store. However although it clearly stated my intention to cancel the contract the reply made no reference to this and simply told me the phone was available to collect in store. This should no longer be true as I have instructed the store to return it.

Given I am expected to wait four days for a response it's not unreasonable to expect the points raised in the e-mail to be addressed.

I've already spent considerable time and money on the phone to your company without success. It now seems I cannot expect a resolution using the much delayed e-mail service either.

I simply need a PAC sent to the address provided and then confirmation that the contract has been cancelled.

DeeRus

I've now resorted to using the reps on here - been getting the standard company line from the (quite obvious) non uk based reps.

Was stung with the last contract and the UK based rep brought me back from leaving and I even asked for a second line for my wife - that's how good it was but low and behold ............. same old Voda!!!

I luckily took the decision to get as much of the details via email and have now forwarded that - still bitter over being told the increase in my monthly tariff would be refunded should I renew :mad:

This may sound really stupid but other then the time I'm coming to the end of my contract - 100% perfect and get very good service with their staff but this time - Ive got proof and won't get stung by the "I'm sorry we don't have a record of them" reply.

Think someone should be training their outbound replies a bit more - my last reply had so many contradictions in it, is was "almost" laughable - wife's line can upgrade tomorrow (is an 18 month contract), so goin by their own rules, that's about right with a contract incepted at the end of March 2009 .............. so how come they think that the contract will terminated in NOVEMBER!!!

I'll not go into the details of my line but for anyone who gets told they'll have a discount for the "life of the contract", PLEASE PLEASE PLEASE get it in writing, as according to them, I've got a 15 month discount on an 18 month contract and then there's the dispute over when a contract starts and finishes ........ apparently its not when you get the phone and start paying the new tariff on a renewal!!!

Sorry guys but you can't have it all ways Voda!!!

Vodafone

Hi chuffee,

Let me check this for you.

Can you let me have the reference you received on the auto response when you sent your e-mail in to us & I will check it has been received.

I look forward to hearing from you.

Thanks,

Kath
Web Relations Team
Vodafone UK

Travelstops

Hi

I recently had my Vodafone identity stolen and had a phone bill of £3500ish run up within a 16 hour period. Although this was quickly resolved by Vodafone and additional security features were quickly added when I phoned, this seems to be a bit hit and miss as to whether or not they are used and now much they are used. One person even half said the additional password that had been set up for me to use.

Whilst the fraud issue was was being resolved it was suggested that I get a new sim card as the one that I had was very old. I was told that I could pick a new one up from a Vodafone shop and that I would need to show photo ID to get the new sim card. However, on asking for a new sim card all I was asked for was my mobile phone number and my date of birth. It wasn't until after I left the shop that I realised I had not been asked for any ID and I could have been anyone asking for a new sim card to commit fraud again. I was especially surprised as my details on their system must say that I have been a victim of identity fraud.

Vodafone were very good at resolving all my issues, but the erratic use of security questions is making me think that I should not renew my contract with them once it runs out in a couple of months time.

Has anyone else experienced anything similar?

cat_meiow

Just wondering if anyone has indeed been in contact with Guy Lawrence [EMAIL="guy.laurence@vodafone.com"]guy.laurence@vodafone.com[/EMAIL] and received a reply.

I am currently in the middle of an email "exchange" with vodafone and each person who replies just gets me more and more frustrated! So would like to escalate!

Thanks

Notsram

cat_meiow wrote: »

I am currently in the middle of an email "exchange" with vodafone and each person who replies just gets me more and more frustrated! So would like to escalate!

Thanks

You're not the only one. I've been in contact with Vodafone for the past 3 weeks, trying to get an answer out of them as to why I was misled over my internet package, and why I wasn't sent a contract to enable me to find this out till it was too late to cancel. They have at least replied to all of my emails, but not one of their replies has even attempted to address my queries.

hansenmork

Hi Everyone,

I have an issue with Vodafone at the moment.

Since december they have been charging me my usual monthly amount, but then charging me for my free texts and calls. So I have been paying nearly double each month.

In April, when I realised what had happened I contact Customer services, who agred to refund the overcharged amount AND not charge me for the folowing months bill.

However for the following 2 months they did charge me, and charged me double, as before.

Each time this happened Customer services told me I had to raise an indemnity claim, so I did.

I then recieved a text telling me my account was overdue and I would be cut off.

I phoned Customers services and they told me £28 was overdue from the previous month. This was due to me raising an Indemnity claim against the £61 they had taken. As the value now seemed to be correct I paid my bill over the phone and was told my account was up to date.

The next month, the normal amount was taken.

Two weeks ago I was sent another overdue bill text even though I was up to date. Today I was cut off. On phoning customer services I was told £111.00 was overdue.

The indemnity claims I had raised had gone against my account, even though this was because my direct debits were incorrect.
Everything has been paid up to date that should have been paid as confirmed.

I have written to Vodafone explaining the situation in more detail and provided bank transactions and online bills as evidence.

However Ofcom have advised I must give up to 8 weeks for a reply, which means no phone for 2 months.

Is there anything I can do? My only thought is to buy a pay as you go phone and then ask for compensation for the money spent on this, once the issues are resolved.

stunno

I've had a TP2 since June last year on a 24 month VF business contract. When I bought it I was told by the sales rep that if it went wrong during the contract they would replace it within 24 hours, and they still have this guarantee on their website today.

It went wrong in December, and, sure enough they swapped it for another within 24 hours. Now exactly the same fault has happened again. I rang VF and was told I had to send it back for repair and it would take up to a month. I mentioned the business account guarantee and was told that it is a very old phone and things move on, and they don't have any so I cannot have one. Their solution was that I should buy another phone off them to tide me over until mine was fixed and they would credit my account with £25!

I did point out that they are still selling TP2's with the same 24 hour replacement guarantee on their website, but they have effectively blanked me.

I've also tried going through their eforum with the same result.

Am I being unreasonable in expecting them to live up to their own advertising?

The REALLY annoying part is that I was wavering on taking out a 2 year contract for precisely this reason, and was assured by the sales rep that if the phone developed faults within the 24 months they would swap it the next day.