Vodafone complaints

KTD10

yeh they deleted my complaint from their forum within 5 minutes of it being posted but have been told the web forum team are going to look into for me... I hope they sort it out or Im going to the ombudsman next!

Katie

tonynw

This is to the vodaphone rep.

My son has been sent a bill for calls he has not made, they are all for an 0800 number how can I find out when they were made and is it poss to find out the location they were made from, nobody he has spoken to seems to be interested they just say he has a bill and must pay up, it is not a question of him paying for the calls he has made but he needs to find out who has made them and from where they have been made. If there is a call made miles and miles away from each other in a space of time that you could not travel between then I am sure he can't be held responsible for them but we need the information,

Thanks

Tonynw

dimelord

KTD10 wrote: »

yeh they deleted my complaint from their forum within 5 minutes of it being posted but have been told the web forum team are going to look into for me... I hope they sort it out or Im going to the ombudsman next!

Katie

Just for a laugh I'm going to post a copy of my complaint on their site to see how long it lasts.

Okay, done it at 7.17.

cocooma

Hi all,

My story begun when I have signed up for a new 24m contract with vodafone. I took about 6 days to receive the handset. I requested to be delivered to the local shop which was quiet handy. When I got home and opened the box I noticed the headset is reconditioned and it isn't new. I immediately gave them a call it took me about 30 minutes to get through to the right department after 3 redirection etc... (horrible customer service BTW.).
They promised me I'll have my new phone next day. Course it hasn't turned up. I gave them a call again I been told for some reason the headset wasn't sent out. After 10 days waiting and several hours on a phone with their customer service guess what I got a reconditioned phone again, it looked really awful even worst then the one before. So I just gave them a call again and canceled the contract. FYI... if you cancel your contract because you can do it, luckily they offer a 7 day cooling of period you need to pay for a postage. ridiculous!!!

Bottom line. I was very disappointed they wasted my 2 weeks time.
I really can not understand why they did this, and I am quiet sure I am not the only one who had similar experience.


Good luck....

margf

Hi

Can anyone give me any advise, my son has had a Vodaphone mobile for in the region of 10 years, approx 14 months ago he was contacted by a Company he thinks were called Premier offering him a cash sum to sign a 24 month contract from the following February when his 12 months contract expired.
He declined the offer as he only wanted to commit for 12 months which they wouldnt accept.
He never received any payment and never thought anymore about it, until a recent change of circumstances he contacted Vodaphone requesting a change to PAYG.
They advised him he was in a 24 month contract and demanded £179 ish to change to PAYG.
Dispite numerous Emails to Vodaphone they insist he must pay this to change.
Any advise would be appreciated as whoever this Company were obviously have signed him up to a 24 month contract without his consent.

Vodafone

Hi dimelord


It’s a shame to read about the list of ongoing issues that you’ve experienced. I’m eager to help, if you’d like to email us via Web Relations Team we’ll be happy to look into this for you.

(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. This will ensure that your message comes directly through to my team).


Braken2000 - Your upgrade doesn’t seem to have gone smoothly. Can you also please get in touch via the link above? So that I can take a closer look at your account?


tonynw – You’ll find the date and time of each call printed on your itemised bill. If you would like me to take a look at this for you, please get in touch via the link above.


margf – That does sound rather odd, could you get in touch via the link I’ve provided above, this will allow me to investigate this for you.



Thanks


Sukhi
Web Relations Team
Vodafone UK

aarondobson

:(My letter to Vodafone..

Dear Vodafone
I am writing you with my list of problems and appalling failings that I have had with you company over the past 3 months.
It all all started in October then i ordered the IPhone 4 32g and traded my older handsets in, A Nokia N95 for £ 65and the Nokia N97 for £102 I was told to just remove the batterys and sent them in the bag vodafone supplied , A week or so later i have a txt from Vodafone saying my handsets have been received and £104 will be credited 40 my account !
So I phoned Vodafone asking why only £104 ? thy told me to phone the phone exchange as its nothing to do with Vodafone, So i phoned the phone exchange ( 12345 )and they said they would only give £104 for both phones as they dident have the battery's and the Nokia 97 Screen was badly scratched ! .. I told them that the phones was protectively packed and i had dated stamped photos of both phones showing the screens as unscratched as the N97 was a rubbish phone and hardly ever used, the took my number and call my the next day and told me that the screen was no longer scratched !! Wow thats some good magic!!!! and that more money would be credited to my account but still not the full amount as they are missing the battery's that Vodafone told me to remove before sending !!
Meanwhile, I have Contacted Vodaphone about issues with the Iphone 4 signal and I tryed a few things Vodaphone suggested like turning off the 3g which dident really help so Vodaphone said i could get a replacement handsed if i wanted, i said as im still with in 14 days and iv been reading up that the iphone 4 still has signal issues and didend want to be tyed to a contract with a £700 phone that doesn't preform as it should, and Vodaphone agreed If i sent the Iphone 4 back i would go back to my old contract terms that would end In Feb 2011, so I sent the I phone back to Vodaphone. ..Meanwhile, I still haven received a txt or anything about the magic phone that can repair it own screen being credited to my account, So i phoned Vodaphone and explained about what had happened with the phone exchange and has it been credited to my account? I was told that no it hadn't and it was a matter i should take up with the phone exchange ! I explained that I belived phone exchange had been blatantly trying to rip me off saying that one min the phone was scratched then when i question it is suddenly became a unscratched phone! and the delightful vodaphoe woman said its Saturday and theres nothing she could do anyway and that i should leave it a week and and if iv now heard anything to call back in a week.
A week later still not heard anything, and i noticed on my Iphone 3g Vodaphone app that my contract date was still till 2013 and not been put back till feb 2011, So i phoned Vodaphone again and asked about why the 2013 and not 2011 and she looked into it and said the warehouse hadent notified when the Iphone 4 had arrived, and she confirmed the Vodaphone had received as amended my contract date to 2011, and that she sent me a txt confirming, and a txt saying that a raised a refund clam £60 for the N97 and that refund team will contact me on this matter, that was Nov 24 and I'm still waiting !!!!....
And now we get to the final part ...On Saturday 18 dec I went to make a start om my Christmas shopping, Only to suddenly find that i cant get any money out of my account because Im £157 in the red !! ..Only to find Vodaphone had taken £334.73 out of my account !! Once again back on the phone Vodaphone inquiring why £334.73 out of my account, and it turns out its for the Iphone 4 I have !!! ...After a lenthly discussion and checking with the warehouse again!!, Vodaphone agreed I dont have the Iphone 4 that was returnd nearly 3 months ago !!! and Vodaphone will refund the money it back in to my account with in 8-10 working days !! Yes that will be boxing day !! I haven't bought any Christmas prescents I cant aford to buy any Christmas food, i cant use my car!! and Im overdrawn on both my accounts as i cant take money out out to settle the overdraft in my other account !!! aparanty Vodafone "may" pay my bank charge's if I i take a statment in to a Vodaphone, great a 20 mile trip !!! ..Al for the continued mistakes of Vodafone

I somewhat dont think im going to have the best of Christmas's this year, Thank you very much Vodafone. Its nice to see you treat you long-term customers with the best possible care ....

Yours
Aaron Dobson


I received reply

""Hi Aaron, I apologise for the inconvenience caused to you.
I have checked your account and can see that one of my colleague has raised a refund request of £450 in your Direct Debit bank account.
You will receive the refund amount in 8 to 10 working days.
Your patience in this matter is much appreciated.
Kind regards,






Neeraj Marlecha
Vodafone Customer Services""




words just can't say how upset I am with Vodafone at the moment ..
I have Emailed Vodafone CEO vittorio colao with no reply as yet ..but i wont be holding my breath

baldelectrician

You have forgot about the Direct Debit guarantee

As Vodafone have also admitted their mistake the bank should give you a full and immediate refund

Read the DD guarantee

• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
• If there are any changes to the amount, date or frequency of your Direct Debit (insert your organisation name)will notify you (insert number of) working days in advance of your account being debited or as otherwise agreed. If you request (insert your organisation name) to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
• If an error is made in the payment of your Direct Debit, by (insert your organisation name) or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you are not entitled to, you must pay it back when (insert your organisation name) asks you to
• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

Be insistant the bank deal with this - they offer the guarantee and are bound by it

Hope this helps you with the Vodafarce problem

Vodafone

Hi there aarondobson,

Many thanks for your post regarding the ongoing issues on your Vodafone account.

I'd like the chance to rectify this for you before the Christmas break and baldelectrician has raised a very valid point regarding the Direct Debit Guarantee.

Please get in touch with us directly via email at this link including the code WRT135 in the subject field, along with a link to this page and we'll be absolutely delighted to take a look at your account.

Many thanks,

LeeH
Web Relations Team
Vodafone UK

aarondobson

I dident know about the Direct Debit guarantee thing at the time and vodaphone said they would sort it..
..Then to add insult to injury Vodafone rang me on the 23d YES 5 days after contacting vodaphone, saying the fastest way i could get my money would be a card transfer so i gave my card details...I received the money into my acount on the 27!!

Why couldn't Vodafone have done a card transfer on 18th??? I may have had a chance of getting it before Christmas.
And why did it take Vodafone 5 days to contact me suggesting a card transfer??



The Vodafone chap said i might even be able to gat some money of my line rental as well ..LOL

Yes I did have a microwave lamb dinner on Christmas day and boxing day. So Id just like to take this opportunity to thank Vodafone for making the worst Christmas ever for my family.

Aaron Dobson