Vodafone complaints

oxo9

And another update.
I did receive an email from Kirsty in the Web Relations Team yesterday. I thought you said you would call me?

Can I ask a SIMPLE QUESTION?
Do you actually read what people email you.
Kirsty said the prices are correct on the vodafone website and it is indeed £10 for only 1gig and could I send her the link to where I saw the price of £10 for 5 gig.
IF YOU HAD ACTUALLY BOTHERED TO READ MY EMAIL you would see that it was the same page on the Vodafone website but the prices have now been changed.
SO NOW I'M A LIAR? Thats what you are implying.
Luckily I screenshotted it, give me an email address to a real person and I will gladly send you the images.

So Vodafone are you going to honour what you sold me instead of sending me some bogus email saying I have 7 days to change my mind??

PLEASE GIVE ME A RING AS I HAVE BEEN PROMISED!!!

Absolutely the worst customer service ever...

mchu6am4

oxo9 wrote: »

And another update.
I did receive an email from Kirsty in the Web Relations Team yesterday. I thought you said you would call me?

Can I ask a SIMPLE QUESTION?
Do you actually read what people email you.
Kirsty said the prices are correct on the vodafone website and it is indeed £10 for only 1gig and could I send her the link to where I saw the price of £10 for 5 gig.
IF YOU HAD ACTUALLY BOTHERED TO READ MY EMAIL you would see that it was the same page on the Vodafone website but the prices have now been changed.
SO NOW I'M A LIAR? Thats what you are implying.
Luckily I screenshotted it, give me an email address to a real person and I will gladly send you the images.

So Vodafone are you going to honour what you sold me instead of sending me some bogus email saying I have 7 days to change my mind??

PLEASE GIVE ME A RING AS I HAVE BEEN PROMISED!!!

Absolutely the worst customer service ever...

I'm in the same boat....missold me a sim only deal and I have proof but they are calling me a liar too!!! I also have proof of the deal!

oxo9

I think i'm just going to email Ofcom and send them all the details including the screengrabs I have. Vodafone clearly don't care and don't keep their promises. How difficult is it to ring someone and discuss this?

m.frosti

I have initially bought the Vodafone contract in about 2006 and has been their loyal customer ever since.
On my first upgrade I changed my deal to 600 mins, unlimited texts and unlimited internet usage (with a soft so called 500mb fair usage policy)
On my last upgrade I have stayed with Vodafone just because of the unlimited internet, which I had been able to use as a tethering modem (and NEVER been charged for it as well as on numerous occasions been assured I would never be)
However, last month I was charged for the first time and when I phoned 191 I was advised that the 500MB fair usage policy has become my limit (unless I was an iPhone user, which I clearly wasn't). I was clearly upset because it has not only put me in a disadvantage, but this was done in the middle of my contract. Thus, this situation has triggered my further investigation on what limits I actually have in my so called 'unlimited' services. Apparently, my unlimited texts is actually 3000 texts. I HAVE NEVER EVER BEEEN aware of this fact.

I was absolutely devastated with their service and these hidden caps, that I only wanted to cancel my contract as I believe this was clearly a mis-sell of a product. Long story short, I managed to speak with the so called Manager / Supervisor in the Egypt office (!), who with no hesitation told I WAS WASTING HIS TIME as he has meetings to attend. I was shocked for a minute and asked him back to reassure I understood him correctly, that I was wasting his time, and he said 'Yes, that's correct' and wished me to have a nice day as nothing has happened. I was literally shocked!!!!!! How can a Supervisor or whatever his rank was, to say to THEIR CUSTOMER that I was WASTING HIS TIME.

Can you please advise if this is enough to cancel my contract? I feel I can no longer be their customer, especially if my problems with them, is a clear waste of their time??????!!!!!!!!

sporedude

m.frosti wrote: »

I have initially bought the Vodafone contract in about 2006 and has been their loyal customer ever since.
On my first upgrade I changed my deal to 600 mins, unlimited texts and unlimited internet usage (with a soft so called 500mb fair usage policy)
On my last upgrade I have stayed with Vodafone just because of the unlimited internet, which I had been able to use as a tethering modem (and NEVER been charged for it as well as on numerous occasions been assured I would never be)
However, last month I was charged for the first time and when I phoned 191 I was advised that the 500MB fair usage policy has become my limit (unless I was an iPhone user, which I clearly wasn't). I was clearly upset because it has not only put me in a disadvantage, but this was done in the middle of my contract. Thus, this situation has triggered my further investigation on what limits I actually have in my so called 'unlimited' services. Apparently, my unlimited texts is actually 3000 texts. I HAVE NEVER EVER BEEEN aware of this fact.

I was absolutely devastated with their service and these hidden caps, that I only wanted to cancel my contract as I believe this was clearly a mis-sell of a product. Long story short, I managed to speak with the so called Manager / Supervisor in the Egypt office (!), who with no hesitation told I WAS WASTING HIS TIME as he has meetings to attend. I was shocked for a minute and asked him back to reassure I understood him correctly, that I was wasting his time, and he said 'Yes, that's correct' and wished me to have a nice day as nothing has happened. I was literally shocked!!!!!! How can a Supervisor or whatever his rank was, to say to THEIR CUSTOMER that I was WASTING HIS TIME.

Can you please advise if this is enough to cancel my contract? I feel I can no longer be their customer, especially if my problems with them, is a clear waste of their time??????!!!!!!!!

Did you ever read your terms and conditions?

"All usage is subject to Vodafone’s fair use policy of 3000 texts per month."

m.frosti

sporedude wrote: »

Did you ever read your terms and conditions?

"All usage is subject to Vodafone’s fair use policy of 3000 texts per month."

I never had to as I have always assumed I had unlimited texts. Nobody told me it was subject to.

Vodafone

Hi,

Oxo9 –

I’m disappointed to hear that you didn’t receive your call back. Kirsty is away from her desk at the moment, however I will get this looked into and ask one of the team to contact you on the number that you have provided by email so we can help you further.

Itselliebell –

If you would like us to look into your bill and see whether we are able to help at all, please feel free to contact us 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.)

As the account is in your partner’s name, we would need him to contact us with his details so that we can access the account and help you further.

m.frosti –

I am very disappointed to read about the way that you were spoken to on the phone and I assure you that we don’t feel that you are wasting our time and we would be more than happy to help you.

So that I can let you know exactly what your price plan includes and help you further, could you please contact my team on the link above? (Making sure you include the code WRT135 in the subject line.)

I’m certain that we can help you further with this and restore your faith in our company.

Thanks,

Espi
Web Relations Team
Vodafone UK

re5al

Switched from O2 to Vodafone on the basis that their network is better in the places I tend to work when I am out and about.

It is a decision that I massively regret as My phone is nigh useless and Vodafone have been absolutely appauling at helping me.

Upon reflection, I would challenge Vodafone to show me the contract that I signed because I don't have a copy of it and I'm now questioning whether this has been completed properly.

Here's a brief (not so) of my highly frustrating interactions with this company since walking into their store.

---

Day 1, 21st July. Pre ordered Iphone4 in Coventry Store and was told that it should be available for collection on Friday 23rd July. I would be contacted to inform me when this was in store.

23rd July, No telephone contact received.

25th July, visited store to enquire, was told it was not in store. Asked for the parcel tracking number. Assistant checked the website for courier which stated 'delivered to Vodafone, the precinct, Coventry'. Assistant checked again and this time found my phone.

26th July, First connection, had to contact customer services after number was ported as I had not been given instructions as to what was required of me to complete the process. Had a problem after 10 seconds of my first phone call. (Basically the screen turns itself on and off when on calls which means my cheek mutes calls, hangs up on people etc).

26th-30th July, Tried various software re-installs and setting changes to try to rectify. No fix.

4th Aug, visited Vodafone store in Canary Wharf. Was told that as my phone was a pre-order, this was nothing to do with the store and had to be resolved over the phone with a contact centre which was now closed. Very frustrating since I deliberately ordered my phone face to face as in the event of a problem, I needed to have it resolved face to face.

Informed the assistant that that being the case, I wished to cancel my contract, was smirked at and told I would have to speak to someone over the phone.

11th Aug, returned to Coventry store, assistant tryed to help by calling two premium rate numbers on my phone (16:56@£3.25 & 17:16@£1.35). No answer as the phone lines were 'likely closed'. Was told not to cancel my phone insurance until the problem was resolved as I wouldn't be able to get a replacement phone from the store if I needed one.

14th Aug, Again called one of the numbers (this time from home) to try to get a resolution. Was told that my details were 'not found on their system' and that I would have to go into a store for resolution.

20th August, Returned to the Coventry store. Store manager told me that any exchange would have to be carried out through Apple since I had passed my '7 day return period'. After refusing to accept this, the manager called a support number from the store phone and passed the phone to me so I could stand on hold for over 30 minutes! After finally getting in touch with a member of staff in the 'warehouse' I was told that the phone would be couriered to me on Monday and I should ensure I was at home to exchange. Reluctantly I agreed.

23rd August (date of writing). Called the warehouse team at 4pm (again at premium cost). Waited on the phone for 25 minutes before being told that the phone had been dispatched for delivery on Tuesday the 24th! Completely unacceptable since I had inappropriately worked from home specifically to take receipt of the replacement phone. Agreed that the phone would be delivered to the store in Canary Wharf where I would have to leave my phone first thing in the morning and the pick up the new phone at the end of the day. It is yet to be seen as to whether this will be successful.

NB My 1 month's free insurance has now expired and I will likely be charged for that also.

I haven't been a Vodafone customer for several years after leaving in frustration. I sincerely regret my decision last month!

oxo9

And another day goes by with no call to me from Vodafone!!
Espi why did you say you would get someone to call me?
Why don't you keep your promises?
I wouldn't mind but this is a public forum and you are just making yourselves look even worse.
Truly shocking BAD customer service.
How long does it take to pick up the phone and make a call?
Quite ironic considering you are a communications company.
Not happy and i'm going to take this further today.

36CrazyFists

Help!!

I upgraded to a HTC Desire last month for 600 mins, unltd internet and a texts for £20 a month.

When I got to the store to pick up my phone I was told it wasn't unltd internet but 500mb. They said I should be a on a 1gb package as its a a htc desire.

I phoned vodafone who then put me on 900mins, unltd texts and Ultd internet with a 1gb (FUP) for £20 a month. Just checked the line rental for this month online and my bill is £76!!!!

I've asked for my contract to be confirmed in writing but only got a misspelled text that doesn't even confirm the costs.