Vodafone complaints

Vodafone

Hi jacovn,

Sorry to see that this hasn't been resolved for you, especially after trying to call several times.

I would like to take a look to see what has happened and what can be done for you.

If you can contact us here at the Vodafone Web Relations Team with the subject: WRT135 we can then take a look.

I am certain we can help with this.

Thanks
Espi
Web Relations Team
Vodafone UK

tosh124

Hi all,
we are 12months in to a 24month contract with VF and for the last 3 months the reception has been deteriorating to the point where the phone is almost useless!
We have tried a new sim card and other phones, always the same.
Is there a way of cancelling the contract without paying more extortionate charges for the use of a phone which is not use able?
thanks

Mivecboy

Hi everyone I would appreciate if somebody with any knowledge in telecommunication terms n conditions/legal rights. Its now past 2am but I still feel so upset by how vodafone actually tried to get me to pay part of my bill early or my line will be barred. I need to get this off my chest.

Here's the story, I've been using vodafone UK on contract since 1999 and for as long as I know always been a gold customer to them (told by customer services when I rang thru the years) and yes before anyone can say I'm a chatter box with an hectic socail life.

I was called up at 8am on 2nd Nov 2010 by vodafone credit alert team warning me of my bill is very high for this coming month. Ok so i asked how much he said already around £300 for the Oct month erm... okie kinda expensive but not the end of the world as in pasts years anything around £200 per month is the norm anyway i told him. To which the rep replied not in the last 6-7 months I'd not been spending as much per month and my reply was because I took out another contract with another network as I was not getting value nor enough minutes.

This is when he asked if i can pay something towards my bill now..... this sounds logic right but heres the twist...... my bill is generated on the 11th of each month and due by 25th of every month.

So i kindly pointed out this fact and said by law I'm not inclined to pay for something that is'nt due but the rep says its within the terms n conditions. question 1.... is this true? can they really bully u into paying for your bill even when its not due?

Before anybody asked my account is not in arrears and is fully upto date and I do have the means to pay the bill come the 25th Nov. Is this a result of me not spending enough and is now regarded as expendable and no longer a value customer anymore given that I have been with the company for over 11 years.

I will stand up to this and will not be bullied in doing so and would greatly appreciate any advice given. Should I contact Oftel or take this up with an manager within vodafone first?

Thanks for listening

thatchamlad

Vodafone are by far the worst company i have ever dealt with in my 32 years on this planet.

Cut a long story short, i wanted to do an early upgrade to i-phone 4 and called to ensure they had stock if i ordered online. Was told they had "loads" and i would have it within 2 days maximum. This is what happened next up to today at 7pm

1. spent 5 hours on phone and in store on Friday trying to get what i was promised and paid for.
2. Lied to by 5 seperate people, all with different stories.
3. 3 false promises of call backs from managers.
4. 2 complete lies regarding dispatch.
5. E-mail to CEO sent after treatment today.
6. STILL NO PHONE!!!!

They simply took my money and ran for the hills, Utter joke of a company IMHO!!!

tosh124

thatchamlad wrote: »

Vodafone are by far the worst company i have ever dealt with in my 32 years on this planet.

Cut a long story short, i wanted to do an early upgrade to i-phone 4 and called to ensure they had stock if i ordered online. Was told they had "loads" and i would have it within 2 days maximum. This is what happened next up to today at 7pm

1. spent 5 hours on phone and in store on Friday trying to get what i was promised and paid for.
2. Lied to by 5 seperate people, all with different stories.
3. 3 false promises of call backs from managers.
4. 2 complete lies regarding dispatch.
5. E-mail to CEO sent after treatment today.
6. STILL NO PHONE!!!!

They simply took my money and ran for the hills, Utter joke of a company IMHO!!!

I know what you mean, that's exactly how I feel with a phone that has no reception <grrr>.
Where are the vodafone people when you need them!!

billyboy2468

hi people,been checking my bill last few months now.on 15 pounds monthly contract.been 17 or 18 pounds every time i check it.odd time i have sent pic message but this month i never just to see and sure enough 17 pounds,also notice they hammer me with vat,wich wasnt there when i was in early stages of contract,have i got a case for cancelling my contract do you think?only got few months left and im off to tmobile as they are cheaper and have no problems with my sons contract.you pay what you asked for 15 pounds a month not 18.thanks for your time folks

LNB

I posted this complaint on MSE and was contacted by Lee in the web relations team for Vodafone. On the same day, I sent my complaint in writing. The web relations team shortly came back to me and confirmed that there would be no adverse impact on my credit report. I downloaded my credit report yesterday and there is no record that they got debt collectors involved or that any payment was missed. Phew! :T

In the meantime however, I received a letter from the customer services team in response to my written letter of complaint. They said that I had not provided any contact details so they could not call me to discuss further. It was very clear that the person who looked into the matter did not even read the June email (see below) around which my entire complaint revolved as my new address, mobile number and email address were set out in it!! Thankfully, the web relations team had taken over the complaint by that stage.

Anyway, I'm happy with the outcome.

LNB wrote: »

I am really frustrated with Vodafone.

On 22 June 2010, I sent them an email via the Customer Services Contact Us link on their website to inform them that I had moved and no longer required mobile broadband. In the same email, I gave them my new address. The next day I received an email from Vodafone Customer Services now been cancelled. Whilst they cancelled my contract, it transpired that they did not update my address and they did not tell me this.

Late last week I was forwarded from my old address a letter from Vodafone dated 11 August 2010 saying it was the final notice for a £10.16 bill and that they would send it to a debt collection agency if I did not pay in 14 days. I called Vodafone immediately on the number they provided and I was told that Vodafone would not deal with me anymore as it was with debt collectors. I explained the situation saying that I had told Vodafone my new address. The customer services rep, quite unhelpfully, said that I could have been anyone (referring to my June email) and that I should have called to tell them my new address. I pointed out that it made no sense that an email was sufficient to cancel a contract but insufficient to change an address. I had inserted all the security info they needed to identify me when I sent the email - how is it any different from calling up? It is their error and I am left with a mark on my credit report!

Knowing I was not getting anywhere with Vodafone, I called the debt collectors (who I had not heard from) and settled the debt.

I have tried to complain via that same "customer services" email link FIVE TIMES but it will not work! So I cannot even make a complaint. This just highlights how poor their customer service is.

I was really upset after speaking to the rep from Vodafone. They were really quite abrupt, unhelpful and rude.

This all feels very unfair and unreasonable. I am seriously concerned that this will affect my credit rating. And all over £10!!

pcal

arrhhh at vodafone. yesterday i upgraded and i already regret it. so today after emails saying my price plan has changed and the order has been processed , i still have no email saying when i will recieve the new handset, today i call them on 191 get put through to a online team, as of course theres 3 different departments. and the 191 number is for over the phone sales so cant help as i upgraded online. then they gave me a 0845 number, and im not phoning that of my mobile, so finally she put me through to a man at which point one of my children shouted mum , his response was oh my god im not doing this and he hung up. then re dailed 191 asked could i be put through to the online upgrades and also have a number for compalints , well 25 mins later im on hold to online upgrades and have been told they have no complaints department. so in all im very peed at vodafone, and will be looking into leaving them now. customer services are getting worse

thatchamlad

thatchamlad wrote: »

Vodafone are by far the worst company i have ever dealt with in my 32 years on this planet.

Cut a long story short, i wanted to do an early upgrade to i-phone 4 and called to ensure they had stock if i ordered online. Was told they had "loads" and i would have it within 2 days maximum. This is what happened next up to today at 7pm

1. spent 5 hours on phone and in store on Friday trying to get what i was promised and paid for.
2. Lied to by 5 seperate people, all with different stories.
3. 3 false promises of call backs from managers.
4. 2 complete lies regarding dispatch.
5. E-mail to CEO sent after treatment today.
6. STILL NO PHONE!!!!

They simply took my money and ran for the hills, Utter joke of a company IMHO!!!

Following my e-mail to the CEO i now have my phone, 3 months free line rental and a further credit on my account. Got called back from a lovely lady from the directors office who sorted it all for me there and then.

Why do Vodafone make life so hard on their customers?

Happy to now have my phone and the free line rental but shouldn't have to write to the CEO to get a result!!!

ryan2309*

i was told back in august 09 when renewing vodafone contracts that after 90 days i could lower the tarriff, after 90 days i was then told it would not be possible until july 10, i have just called and have been told i can not reduce the tarriffs and must have been told incorrectly , has anybody else had these problems and is there anything i can do?