Vodafone complaints

stolt

hey vodaphone reps, where you gone????

spwatson

I am so glad to have found this forum! I have been trying to resolve a problem with Vodafone for three weeks now, I have phoned customer services who have passed me backwards and forwards and offered patronsing and rude platitutes, I have been to my local shop (which is 30 minutes away) at their suggestion and waited 40 minutes to be seen by someone (twice) who had absolutley no idea how to help, I have emailed thier complaints department twice with no response or acknowledgement at all. I AM FURIOUS!! As a small business owner I cannot understand hwo they get away with treating their customers like this!! And I am tied into a 24 month contract with them so there is nothing I can do!!!!!!! They are charging me for a service that they are not providing and will not resolve the issue!

I have just spoken to customer services (for the 6th time) and spoken to yet another smug, rude and unhelpful person, who openly laughed at my frustration and offered to put me on hold (the last time they put me on hold I was there for 20 minutes). All I wanted was the name of someone to email my situation to in the vain attempt to get some kind of response on help.

I now have the CEO's email address, I will email him and give him 5 days to respond as recommended and then its Ofcom. I HATE VODAFONE DON'T GO NEAR THEM!

stolt

in relation to my problems, i'm still not getting anywhere, i've now had a umesh satardeker in customer services advisng me that in October 2009 a 50% discount was applied to my contract, however since August 2010 hat discount has now come off and i'm being charged £34.05 ex vat, although ive never been told of this 50% discount and i've never advise that from August 2010 my price lan would change. Bad customer service from vodahone so will now complain higher than the chief exc, will take this matter further. I've also wrote into the one show to see if they could look into problems with vodaphone perhaps have a weekly slot working on naming and shaming bad customer serivice.

surely if i had a 12month contract taken in october 2009 and that discount was applied in october 2009 then the discount would run unil october 2010, is that me being stupid or would that be common sense.

its_matt

i have had problems ever since i upgraded on 17th of june.
I was offered a free sim with my upgrade so the salesperson in the store could lower my monthly tariff. The free sim was for 2 months.
Since then:
* I was charged for a six week period on all my contracts with vodafone (i have a netbook too) which i didnt understand as i paid for a two week period twice on my netbook, they also charged me £0.82 on the FREE sim card i recieved. This meant my phone bill which according to the salesperson would be cheaper came out at £97.77. Nearly double what i previously paid.
* After emailing their customer service department, i recieved a poorly set out cut-and-pasted reply stating that i was charged for a six week period (but not giving a reason why or why i had been charged for an unlinked netbook or a free sim)
* I then visited a store where a salesperson told me "yeah they do that, they did that with my iphone" and when i enquired about all the items linked to my direct debit he said "yeah if i guy had 10 mobile phones on his contract we would charge him 6 weeks for all of them" when i offered him the chance to backtrack on that statement he stuck to his guns. he then shuts down and repeatedly tells me to contact customer services while rolling his eyes.
* Vodafone then emailed me back to say as a gesture of good will they would knock 20 pounds off my bill but still made no mention of why they had charged me for six weeks on everything.
* i replied back stating i wish to cancel my 'free' sim as it was actually costing me money and was clearly evidence of a flaw in their system.
* My bill comes this week and its... £77.77 AGAIN.
* I email them again asking why i have been charged AGAIN for a free sim. And why despite them saying my next bill would be considerably lower its exactly the same price. I also ask them to confirm my cancellation of 5/08/10
* get another standard cut and paste reply telling me how sorry they are im leaving and the contract will be canceled on the 24th September.
* i email them back asking again the questions i have asked previously that they ignored. attaching the email from the 8th Aug when i requested my cancellation.
* cut and paste email again saying sorry you are cancelling and by the way we gave you £20 off the last bill.
* i email them back asking them for a clearly-worded email, not just cut and paste from a template and inform them as soon as my contracts are up i will be canceling every one of them.

Im so mad at them right now the customer service from both store and website is of such a poor level they just want you to give up and take the fact you are being charged for a service not received.

stolt

i finally got a call from the so called directors office..... so using those emails to the ceo's must work!!! Karen Johnson said that Guy would be unhappy with the responses i have received and she can see that it has been just plain robotic responses. In truth vodpahone are useless they dont care about there customers and I urge everyone to get out when you can, ive told her in no uncertain terms that i want my notice on the account now to cancel as soon as i can and she has put a note on there system. it feels such a relief to DUMP VODAPHONE, worse company i have ever dealt with and wil never go back to them, i Know there massive and wont care if I go or not but from his thread alone there are loads out there that are having problems. I've going to 02 there offering exactly the same deal but i already know through my wifes contract that they are good with customer service. Feel bad that everyone else is having thesame issues but i'm so happy that i finally have closure on these conmen.

baldelectrician

Vodafone have went the same way as Orange did a couple of years ago.

They both transferred their call centres overseas (Orange have brought almost all of them back)

I have been with Orange since 1998 (with the exception of a 6 month spell with Vodafarce) and I have had issues with them, but any issues get sorted out pretty quickly- usually on one call

Orange went through a period of ropey customer service but things are getting a bit better, although they have removed a lot of decent stuff like Wildfire, Everyphone and Line 2.


I found the Vodafone network pretty bad (the phone would show signal but calls would go to voicemail- the only solution was a manual roam until the next time it happened , a couple of days later)

Told Vodafone rep when I was leaving that I would rather have dental treatment without the benefit of anasthetic that stay with Vodafone.:rotfl:

cineman

I'm just catching up on posts. Sounds like a few of you had some awful customer service with vodafone.

I've been with them over a decade and now i think about it, i've only had two issues with them. First was crazy data roaming charges with my bill reaching around 250 (i wasn't aware of the 'access the network once' and pay a high price system). I also had the 50% discount thingy which wasn't applied.

I tend to view things like this as something the ordinary customer service people are not going to fix. With the data roaming thing I was told that vodafone never reduce charges, i knew about the costs etc etc. But i pushed and I pushed and stated the obvious - no one told me about the cost (i'd been accessing the web in the middle east). I think i spoke to three people in the end and the "never" became "on this occassion we will" :T I was patient and yes, it did take a few different people but i got a 50% discount at the end.

The 50% off line rental deal, i stopped my direct debit for three months and then paid manually for that period. After the second month they started billing the correct amount so I went back to DD.

Can sympathise with people with a bad signal. My uncle experienced this at both his home and work since may 2008 after previously having 5 bars on his phone at both places.

FOr the record on my contract I get 1200 minutes, unlimited texts and internet for £16.50 incl vat per month

UKHCGirl

stolt wrote: »

in relation to my problems, i'm still not getting anywhere, i've now had a umesh satardeker in customer services advisng me that in October 2009 a 50% discount was applied to my contract, however since August 2010 hat discount has now come off and i'm being charged £34.05 ex vat, although ive never been told of this 50% discount and i've never advise that from August 2010 my price lan would change. Bad customer service from vodahone so will now complain higher than the chief exc, will take this matter further. I've also wrote into the one show to see if they could look into problems with vodaphone perhaps have a weekly slot working on naming and shaming bad customer serivice.

surely if i had a 12month contract taken in october 2009 and that discount was applied in october 2009 then the discount would run unil october 2010, is that me being stupid or would that be common sense.

I have had this problem. once it happened i cancelled immediately.

pipsi_2

With reading all of the stories about people finding their contract cost shoots up 3 months before the end of the contract i'm starting to get a little worried. I joined Vodafone as a SIM only customer around the beginning of 2009, in August 2009 i signed into an 18 month contract so i could upgrade my phone which was fairly old by that point. I'm now a year into the 18 month contract and can now have visions of the cost going up in 3 months time, if that happens it'll be the straw that broke the camel's back and i'll definitely be leaving as soon as i can. I'm currently on 600mins unlimited texts for £25 per month, plus about three months ago i took out a second number with the same amount of mins and texts for £10, bet that shoots up 3 months before the end too.

SmallEnglish

stolt wrote: »

in relation to my problems, i'm still not getting anywhere, i've now had a umesh satardeker in customer services advisng me that in October 2009 a 50% discount was applied to my contract, however since August 2010 hat discount has now come off and i'm being charged £34.05 ex vat, although ive never been told of this 50% discount and i've never advise that from August 2010 my price lan would change. Bad customer service from vodahone so will now complain higher than the chief exc, will take this matter further. I've also wrote into the one show to see if they could look into problems with vodaphone perhaps have a weekly slot working on naming and shaming bad customer serivice.

surely if i had a 12month contract taken in october 2009 and that discount was applied in october 2009 then the discount would run unil october 2010, is that me being stupid or would that be common sense.

I have just discovered the same problem as you. I upgraded last year after initally planning to leave Vodafone but the Vodafone fella said he could match the o2's deal so I stayed. This month my bill has shot up so I emailed to find out why and have been told that a discount was being applied (I guess to match o2's price) and that discounts are only applied for 15 months of an 18 month contract and that 15 months have passed now so the discount has expired.

Do Vodafone not think they should actually tell their customers that it will only last for 15 months?! I wouldn't have stayed with them if I had known that.

Very smart thinking by the retention/upgrade fella - he's met his target by getting me to stay knowing that I wouldn't find out that I had been misled until 15 months laters. Swines!

Not impressed.