Vodafone complaints

Battle82

I am completely at the end of my tether with Vodafone, but I will try to keep it short as possible.

I am not even voluntarily involved with them nor a customer of theirs, they have dragged me into this mess.

About a year ago I noticed 3 direct debits had come out of my account entitled 'Vodafone'. Having only ever been with Orange or O2 I called Vodafone in confusion. A bored, unhelpful young man told me that as there was no a/c listed on my bank statement it was obviously nothing to do with them and put the phone down on me. I reported it to HSBC and terminated the direct debit.

Anyway, fast forward and a few months ago I get a demand from some debt collectors called Capquest demanding that I cough up £200 for a Vodafone bill and early termination charge. When I called the debt recovery they told me I had taken out a contract at my old student address which I have not lived at in years. I realised then that someone must have obtained some old information of mine and Vodafone, obviously doing their job with their lax controls, had allowed an account to be set up in my name.

No problem, I thought, I'll let them know and put this thing to bed; but then I had never dealt with shocking disgrace to customer service that is Vodafone...

Call up - Gentleman refuses to give me any info on the a/c as I have reported it as fraud. Also refuses to give me his name as he says it will be investigated and I will be written to within 4 weeks with the letter including his full name. Also promises that, in the meantime, letters from debt collectors will cease.

10 days later - another letter from the debt agency wanting me to send them my passport details(?!)

10 days after that - further letter from debt agency threatening me with a potential CCJ if I do not pay up

Speak to further Vodafone rep who tells me that the previous guy forgot to get me removed from the debt agency list whilst a/c being investigated. Tells me that the department involved has closed for the day but he will call me at 9am the next morning to get it rectified. Also does not want to give his name.

Next day - no phone call...

2 weeks later - further letter from debt agency telling me to pay up in 5 days or I will be taken to court. Includes all kind of made up solicitor's charges essentially telling me that the debt has now doubled!

Call up Vodafone again - guy does not speak much English and when I explain to him the issue he then gets rid of me...by putting me through to a debt agency - and not even the one that is chasing me at that! :mad:

Call again - rep does not speak much English either. Tells me there is no record of the account being reported as fraud. No record of anything on the account. Tells me Customer Service cannot do anything about fraud and I have to walk into my local Vodafone shop and show them the last letter I received. I knew he was telling me any old rubbish to make me go away but his English was so poor and I was so exasperated with trying to get something done that I just had to give up on the call.

After realising they keep no record of conversations I tried the written route: sent a complaint via their online complaints service with a reply from Vodafone that I would be responded to within the next 48 hours.

Have never heard back from them.

Sent a long, long complaint to them recorded delivery including telling them that they need to give me information on this account so I can at least forward it on to the Police.

Never heard back from them.

I have since had further contact from Capquest Recovery (the only company that seems to contact me) offering me some kind of bizarre '50% off' deal on repayments for A DEBT I DO NOT OWE.

I have sent a further email to Vodafone and forwarded the details to Consumer Direct for the way I have been treated. I have discovered they just ignore you in the vague hope that you will pay up and quietly go away but I can swear on my life they will never get a penny from me. It's not the debt collectors that are bothering me as such - it's what Vodafone are doing to my credit rating that is so enraging and because they won't respond to phone calls, letter or emails I feel completely powerless as to how I am supposed to sort this out. I also have the feeling that the route they have gone down is not entirely within the letter of the law, either.

I have almost always used Orange and can say they have some of the most fantastic customer service I have ever used. Comparing Orange and Vodafone is like comparing fillet steak and faeces to be quite honest - I have never intentionally been a customer of their's and will never, EVER use Vodafone. I urge everyone else to do the same. I would say they are a bunch of crooks; but the reality is that they are just so poorly managed they just put untrained, non-English speaking staff and no real problem solving processes up to try and save costs - they are not even clever enough to be real criminals!

frothey

Sorted by the very efficient web relations team

Thanks Helen and Paul

stolt

hey guess what, despite leaving vodaphone after tons of hassle i couldnt be happier..... now with orange and its fine i get a bill each month with what i agreed.... strange vodpahone make that so hard to do!!! anyway got a letter today from vodaphone advising that i still owe £20.00. Now i cassn remember speaking to hundreds of departments and someone in the office of the CEO advised to say she will look at it when the final bill was calculated, i paid my £20.00 which was what i was paying each month and she basically said i wont be chasing for any extra monies... the fun starts again...

Battle82

After hassling Vodafone by email for a response to charging me on a phone contract I did not open, they have now responded to me saying that there has been no fraud, it's an old staff account which has my name linked to it and I am therefore liable for the debt.

!!!!!! - old staff account?! I have never worked or known anyone who works at Vodafone and have no idea how my name has been linked to this account. I can't believe Vodafone don't think that this is weird and can't be bothered to answer any of my questions as to what is going on! They've basically told they're not interested and to only deal with the debt recovery company from now on!!!!

Needless to say I've now reported this to Otelo as this now looks like a possible inside job! God, this is the worst company I have ever had to deal with, I feel like I could cry with frustration!

Malky

Have been with Vodafone for 16 months and had no problems at all. Just taken an early upgrade yesterday and have been offered a better phone on the same tariff for £5 per month less than what I'm paying just now. My wife has just switched from T-Mobile to Vodafone due to terrible service from T-Mobile. Each to their own but I've had a good service with Voda so far whereas sure as night follows day, the next person to post will have only bad things to say about Voda.

PS
I am in no way affiliated with Vodafone apart from my current mobile contract.

Disappointed_Duncan

Hi, I've been a Vodafone customer for over twenty years and until recently I have had no major issues with them. However, from June of this year the following events have taken place:

• Vodafone cancelled my handset insurance without informing me. Had made only two claims in a three year period.
• Arranged for mobile TV to be removed from my BlackBerry, but didn't occur.
• Upgraded two of the handsets on my account and changed the call plans. Vodafone changed by billing cycle without notice. My normal bill of circa £90 per month increased to circa £180 and has now settled at circa £115 per month.
• The new call plan on one of the upgraded handsets never came in to being and I am being charged circa £17 per month in call, MMS and browsing charges.
• Arranged an upgrade of my mobile broadband dongle to a package that included a laptop. The laptop was delivered to a previous address I had moved from over 12 months prior. I had changed the address with Vodafone and had received correspondance to my new address. Had to coleect laptop from old address.
• Obtained three manual credit notes but had to send numerous emails to get them actioned.
• Was offered a FOC upgrade to replace my BlackBerry Storm as it's contract was due for renewal. I was offered the choice of an i-Phone 4 32gb or a BlackBerry Torch. I decided to go for the i-Phone 4 only to find that Vodafone are refusing to honor their offer.

The issue has been that too many Vodafone people have been involved in this matter. A number of them have tried to fob me off with false and/or incorrect information. I am now dealing with the Director's Office (a desk in customer services!) and they are arrogant, rude and totally dismissive.

I feel that Vodafone's behaviour has frustrated our relationship and I intend to terminate my account with immediate effect. Has anybody ever done this?

Vodafone

Good morning all,

Although it's disappointing to read about the experiences which have been posted about here I'd like to assure everyone that the Web Relations Team is always happy to assist where it can.

choccymouse - Having checked the reference number you posted I can see that my colleagues have replied with a suggested course of action to take in order to get your query resolved. Naturally, should that not have fixed things for you please let us know.

tosh124 - I can certainly appreciate your concerns in regard to the network coverage you're currently experiencing. As part of our ongoing commitment to enhancing the service where it's required the most we do encourgage customers to provide us with their feedback via the coverage map on our website here.

In addition, if you'd like us to check the nearest sites to you you're welcome to either update the thread with your post code or if you'd prefer to provide us with it privately you can email us via the Contact us form here quoting the code WRT135 - FAO Lee in the subject line.

Mivecboy - It's a shame to hear that things weren't explained fully when you were contacted by our Credit Alerts Department and should you need any assistance you're welcome to get in touch with us via email by following the instructions which I posted for tosh124 above.

While I'm replying it's also worth me clarifying that the process through which you were contacted is covered in Section 8 of our pay monthly terms and conditions here.

thatchamlad - Thanks for letting us know that your concerns have been addressed and that your phone has been delivered. Hopefully, things have now begun to settle down and you're now enjoying the service we aim to provide.

Naturally, should you need any further assistance in the future you're welcome to get in touch with us by following the instructions posted above.

billyboy2468 - I fully understand your frustration at receiving bills which total more than you were expecting and in order for us to take a closer look at this could you email us via the Contact us form here quoting the code WRT135 - FAO Lee in the subject line?

LNB - Thanks for updating the thread with the news that we were able to bring your case to such a positive conclusion.

I sincerely hope that the intervention of the Web Relations Team has gone some way to restoring your faith in us.

pcal - It's understandable that you're eager to receive your new phone as quickly as possible and in the event that you're still awaiting it's delivery you're welcome to get in touch with us via email by following the instructions posted above and we'll get back to you as quickly as we can.

ryan2309* - Having checked when we introduced some of our newer plan plans last year I can see that some confusion may've arisen here. As such, I'd be happy to look into this for you to see if a suitable solution can be reached.

To enable me to do this could you email your details across via the Contact us form here quoting the code WRT135 - FAO Lee in the subject line?

Battle82 - After reading your posts here I do recall another member of the team asking me about your case.

Although I haven't previously dealt with it I'll try to track your details down to ensure that your case if being investigated as thoroughly as possible and will come back to you as soon as I can.

frothey - Thanks for updating the thread to confirm that my colleagues Paul and Helen have been able to resolve matters for you.

stolt - Although I'm sorry to see that you've decided to leave us it's a shame to hear that you continue to have billing concerns. Whilst I have every confidence that my colleagues in the Director Supporr Office will sort this out you're welcome to get in touch with us via the instructions posted above should you wish for us to take a look at things.

Malky - While at the same time as reading about the disappointment and dissatisfaction of other posters it's always nice to hear from those who are happy with the level of service we provide and I hope that this continues to be the case.

Of course, should you require any assistance in the future you're more than welcome to drop us a line by following the instructions posted above.

Disappointed Duncan - After reading about your recent experience it's a shame to hear that after being a customer with us for so long that you're now considering leaving us.

I can understand that with so many people having been involved previously that matters may've got confusing and as such it's important that someone takes ownership of your concerns until they are fully resolved.

Whilst I can see that my colleagues in the Director Support Office have got back to you following receipt of your correspondence I can also see that you remain unhappy with how things are being handled.

This is of couse disappointing to hear as I know they work extremely hard to resolve as many instances of customer dissatisfaction as possible and would wish to come across in the manner you've described.

If you'd like us to take a look at your case could you email your details across via the Contact us form here quoting the code WRT135 - FAO Lee in the subject line?

Kind regards to you all.

Lee

Web Relations Team

Vodafone UK

dimelord

I have been a customer with vodafone for something like 15 years and, until this year have had no major issues - until now.

At the beginning of September my Samsung Jet stopped charging. I called customer services to report this fully expecting them to replace it on my 'insurance' which I believed I had. Shockingly I was informed that I was not insured. After some discussion it transpired that, when I upgraded the previous year my insurance was discontinued. I pointed out that I had been making a monthly payment for what I believed to be a continuation of my previous insurance policy, but was told this payment was for a games package -A GAMES PACKAGE???? I very calmly informed the person on the phone that I have never requested, or used such a package and that I suspect the commission on a games package must be higher than that for insurance.

I was told the only option was to return the phone for repair under warranty in a package that would be sent to me, which I duly did.

In mid September I received the phone back with a note telling me the fault was with the battery, which has been replaced.

When I tried to use it there was no response so I opened it to discover the battery with a label on saying 'Faulty' - WHAT???

Since that time I have spent hours on numerous phone calls (and non-existant call-backs) being told that the battery is out of stock and that the quickest solution would be to go to a phone shop for a replacement. I work seven days a week and have neither the time, nor inclination to trek round town trying to find a phone shop, I believe that should be the duty of Vodafone.

During the last call I asked the (quite rude) operative where he was, he said England. I asked which part, he said - Swansea. I think that sums it up, they are trained to lie.

I have been without my phone for 3 months now. My opinion of Vodafone? I don't believe swearing is allowed on this forum so I shall say :mad:

I will be leaving Vodafone at the earliest opportunity.

braken2000

I am so relieved to see it is not just me who is having problems with Vodafone.

I called VF and upgraded my phone to an HTC Desire HD. I got a fantastic deal and the advisor I spoke to was really helpful. So much so infact I even emailed VF praising him! Little did I realise this would be the last time I would receive good customer service.

I called back and advised that I was not happy with the phone and wanted to exchange it to an iPhone 4 within the 7 day return period. I called the advisor who said that there was no iPhone stock and that they would send me a returns pack and that I should call back and order it when it may be in stock.

So several days go by, I receive the returns pack and I send the HTC back. I call VF back and ask for the iPhone. They advise that there is still no stock which I find hard to believe as other (and in my opinion, much more reliable and professional) networks have stock ready for despatch. The advisor says I can have an open box iPhone at a reduced price. I take him up on this offer. I clearly advise him that I have returned the HTC and even give him the Royal Mail tracking number which he takes down.

I then receive a text message which states I need to have the phone to return ready to give to the delivery driver. I am somewhat concerned at this point because everyone I have spoken to does not seem to understand me. I call VF back up and ask them is this right, they apologise for this and advise that it should be okay.

The DPD driver comes to my work to deliver the phone but refuses to hand it over as he needs the other phone to return. I say that I was expecting this to happen.

I then call VF and this is where the already bad Customer Services plumbs new depths! I advise that I am not happy with the way this has been handled and that I want to speak to a Team Leader. The advisor puts me on hold for 1/2 an hour, comes back to me, makes what can only be described as a breathing noise and then hangs up!

I call back up, quite frustrated at this point, and insist I speak to a Team Leader. The advisor at upgrades says OK, puts me on hold and cold transfers me to Disability Services! I get through to them and speak to someone who actually understands what the problem is. I advise him that I have to go as I was at work (I am Team Leader in contact centre of all jobs!) He advised (Chris I think his name was) that he would ensure a Team Leader would contact me that evening. Why I thought this would happen I don't65233 know!

I wait all night and do not receive any calls. So I call back and speak to someone else. At this point I am getting very frustrated and once again insist to speak to a Team Leader. I am not waiting one hour for this to happen. The advisor who arranged this (Seham) also stated that they had not yet received the HTC Desire HD! I left the call and am now playing the waiting game.

As I have mentioned I am a Team Leader myself and this sheer lack of customer services is beyond appalling! If some of the advisor's I spoke with were on my team they would be swiftly moved. This is beyond a case of mis-understanding, it is clearly a case of ineptitude!

As I mentioned though, reading other peoples problems does not surprise me. Similar to Dimelord, I will be leaving VF at the earliest opportunity!

braken2000

Just noticed that Vodafone delete complaints threads from their forums. I wonder why?