Vodafone complaints

turts2008

These guys take the absolute monkeys....my Nokia 5800 all of a sudden refused to charge in early November, so I called vodafone and they tell me they are sending a parcel to me to return my phone, I confirm my address and they tell me the process of what I needed to do...

I am also told to back up any memory on my phone....who on earth was I supposed to do this as my phone battery had died and it was not charging...so I ask for possible exceptional circumstances where maybe they could back everything up onto a memory chip for me...which I am sold its "standard procedure" for the phones content to be removed in all cases...when it is only a charging port (quite simple so I have read from ppl who know what their doing) why does all the content need removing?!

I give it a week....and after the member of staff has said I would recieve it within 2 days, I assumed it had not been sent out...again I call vodafone who tell me it had been sent out...but to the wrong address....a steet around the corner from me with a completely different post code...so despite confirming my address on the phone, it was sent to wrong one....makes me think other stuff has been send to this wrong address!! NEXT did the same. How do these big companies not register postcodes for the correct addresses, how outdated are the systems they use. My house was built 15 years ago!!
So vodafone finally send the parcel to my address and I send the phone back, with a polite note explaining what the problem is...and that it be returned to my address....

10 days later....I recieve the phone back....."Repair Test Certificate"

"This certifies that the enclosed handset has gone through the Vodafone repair process and has been independently checked to confirm the repair has been successfully completed"

Was it fixed....NO...so AGAIN I call vodafone telling them it is not charging and completely non-responsive, and they tell me the ONLY resolution was to repeat the process and I was told I was not recieve any priority on my phones repair despite their error and incompetence from the repair department...(it makes me wonder who they have working in these factories how can you send a phone back to someone stating it has been tested and will charge!), and that it would be put back in a queue. Sooo I wait another few days for the parcel...then another 10 days after that for the repair process..

I Recieve my phone back in working condition after almost a month of my first points of contact..

3 weeks left on my contract, unless they give me an incredible deal (EG 300MINS, unlimited texts, unlimited net on the HTC DESIRE HD for £20 a month over 12 months) im leaving. :money:

baldelectrician

turts2008 wrote: »

These guys take the absolute monkeys....my Nokia 5800 all of a sudden refused to charge in early November, so I called vodafone and they tell me they are sending a parcel to me to return my phone, I confirm my address and they tell me the process of what I needed to do...

I am also told to back up any memory on my phone....who on earth was I supposed to do this as my phone battery had died and it was not charging...so I ask for possible exceptional circumstances where maybe they could back everything up onto a memory chip for me...which I am sold its "standard procedure" for the phones content to be removed in all cases...when it is only a charging port (quite simple so I have read from ppl who know what their doing) why does all the content need removing?!

I give it a week....and after the member of staff has said I would recieve it within 2 days, I assumed it had not been sent out...again I call vodafone who tell me it had been sent out...but to the wrong address....a steet around the corner from me with a completely different post code...so despite confirming my address on the phone, it was sent to wrong one....makes me think other stuff has been send to this wrong address!! NEXT did the same. How do these big companies not register postcodes for the correct addresses, how outdated are the systems they use. My house was built 15 years ago!!
So vodafone finally send the parcel to my address and I send the phone back, with a polite note explaining what the problem is...and that it be returned to my address....

10 days later....I recieve the phone back....."Repair Test Certificate"

"This certifies that the enclosed handset has gone through the Vodafone repair process and has been independently checked to confirm the repair has been successfully completed"

Was it fixed....NO...so AGAIN I call vodafone telling them it is not charging and completely non-responsive, and they tell me the ONLY resolution was to repeat the process and I was told I was not recieve any priority on my phones repair despite their error and incompetence from the repair department...(it makes me wonder who they have working in these factories how can you send a phone back to someone stating it has been tested and will charge!), and that it would be put back in a queue. Sooo I wait another few days for the parcel...then another 10 days after that for the repair process..

I Recieve my phone back in working condition after almost a month of my first points of contact..

3 weeks left on my contract, unless they give me an incredible deal (EG 300MINS, unlimited texts, unlimited net on the HTC DESIRE HD for £20 a month over 12 months) im leaving. :money:

I left Vodafarce nearly 2 years ago. They used to have a better repair policy, but not any more - as you have found out

You get what you pay for (sometimes).
I have Orange Care, this is how it works
I have a fault
I call up
They do a diagnostic over the phone
They usually give you a choice of 3 delivery windows- 9am-1pm / 1pm-6pm / 6pm-10pm
They send out a COURIER to my address (or any UK mainland address I am at- they even sent a courier to me when I was on holiday to a CARAVAN PARK in Torbay last year)
The courier takes my old phone, gives me a replacement phone

I keep the new (or refurbushed) phone, and my insurance is automatically transferred to it.

So to sum up- report a fault and have a replacement SAME DAY or next day (if you call after 9.30 am), even at weekends
Cost of this insurance ? £6.00 per month

turts2008

It does make me wonder what kind of numpties vodafone employ!! How I send my phone that doesnt charge in to get repaired, and they send it back in a bubble wrap in exactly the same condition....not working.

It makes me wonder, was I an exception? Do vodafone send repaired phones back without actually testing them to everyone? And regarding my address, I wonder if they send bills/statements/phones even, out to wrong addresses!

To let you in on a secret, vodafone accidentally sent me two phones when I joined last summer, and obviously did not realise as was not enquiried about, so I sold the other one and made £200 on ebay proves what a bunch of numpties they are, but I was not complaining at the time

Vodafone

Hi there

aarondobson - While I can understand you being upset with this situation, I'm glad to see that this is being looked into for you. Should you need any further help please don't hesitate to get in touch following the instructions in our earlier post.

turts2008 - It's never nice when your phone develops a fault particularyly if it is recurring.

Has your phone now been repaired? Was the a different charger tested to make sure that wasn't causing the issue?

In terms of your address I'd like to ensure this is amended for you and that any other outstanding queries are looked into.

So that we can do this please could you send us an email from here with WRT135 in the subject line and we'll be in touch as soon as we can. When emailing please make sure you enclose a link to this thread so that we know the history of your issue.

All the best

Kirsty
Web Relations Team
Vodafone UK

Battle82

So, one of Vodafone's own staff stole my personal details and set up an account using my own name and bank details. I was then harassed by debt collectors for months for a phone I have never used and Vodafone refused to deal with me or even provide any proof or information in regards to the account I supposedly owed money for. When the questions got too awkward they would either hang up on me or ignore my emails. I have written 3 complaint letters and all have been ignored (blatant disregard of 8 week requirement to submit a response).

I finally sent an email asking why they refused to acknowledge it was fraud when it was set up at an address I was not even living at at the time. They asked my real address and I replied, thinking that maybe, just maybe, we were going to get somewhere with this and perhaps Vodafone would then cooperate with the Police and tell them who this member of staff is...

...but no. The Fraud Team contacted me (first time they have ever bothered, so I guess that's an achievement) to tell me that I've been removed from the debt agencies register BUT it wasn't fraud, it was just somebody else who happens to have the same name, same date of birth and same bank details, but it's still definitely not fraud.

I'm absolutely lost for words at how stupid these people are. In the face of undisputable evidence they still choose to deny that there has been any wrongdoing. I HAVE THE DIRECT DEBITS COMING OUT OF MY ACCOUNT and they still choose to say that everything is kosher and no crime has been committed. They are leaving me alone for the moment, but no doubt next time I move house, or do anything that flags my name up, they will be back to pursuing me again. It's not the point, anyway: someone has been able to use my details and set up an account and they should be stopped. Even if I was not involved in this unfortunate mess, I would still expect a little more than a 'huh, don't worry about it' after subjecting me to months of harrassment.

This company is nothing a !!!!!!!g embarrassment; oh, and 'Danielle' from the Vodafone Fraud Team - you are an idiot and a complete liability! Go back to looking at Facebook as it obviously concerns you more than doing your job properly, you muppet!

baldelectrician

baldelectrician wrote: »

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

Battle;

I refer to my earlier post mlud with regrard to Direct Debit guarantee

Turts;

When I had the fun of having a Vodafarce contract they sent me back a repaired phone that had CRUMBS in the battery compartment. This was a different phone to the one I sent in for repair

Battle82

Thanks Baldelectrican,

Sadly, however, despite being told that this account had nothing to do with me and they were removing me from the debtor's list (although this a/c was set up using my bank details so someone has pretended it was me), I received another letter from the debt company this morning saying that I had been ignoring them so they were going to send in the bailiffs!

I called them up and they said they had had no contact from Vodafone in regards to removing me from the list (another lie, what a surprise). They are telling me the account was set up in February 2005 whilst Vodafone say it was set up June 2008 - they can't even sort out basic admin -what a mess! I now have to pay £1 to get info off this debt recovery company and work out exactly what other idiotic things Vodafone has been up to with my details.

I cannot believe how scarily awful this company is. I've even reported this employee fraud to Watchdog and will be contacting the Citizens Advice first thing Monday - someone needs to expose this company for what it is!

baldelectrician

Battle82 wrote: »

Thanks Baldelectrican,

Sadly, however, despite being told that this account had nothing to do with me and they were removing me from the debtor's list (although this a/c was set up using my bank details so someone has pretended it was me), I received another letter from the debt company this morning saying that I had been ignoring them so they were going to send in the bailiffs!

I called them up and they said they had had no contact from Vodafone in regards to removing me from the list (another lie, what a surprise). They are telling me the account was set up in February 2005 whilst Vodafone say it was set up June 2008 - they can't even sort out basic admin -what a mess! I now have to pay £1 to get info off this debt recovery company and work out exactly what other idiotic things Vodafone has been up to with my details.

I cannot believe how scarily awful this company is. I've even reported this employee fraud to Watchdog and will be contacting the Citizens Advice first thing Monday - someone needs to expose this company for what it is!

They are threatening you- you don't owe them money and it's up to them to prove it in court before a baliff can enter your property.

See below

Name/Address:

Date:

Dear Sir/Madam

You have contacted me/us regarding the account with the above reference number, which you claim is owed by myself/ourselves.

I/we would point out that I/we have no knowledge of any such debt being owed to (insert company name).

I am/we are familiar with the CPUTR 2008 and the Office of Fair Trading's Guidance on debt collection, which states that it unfair to send demands for payment to an individual when it is uncertain that they are the debtor in question.

I/we would also point out that the OFT say under the Guidance that it is unfair to pursue third parties for payment when they are not liable. AND in not ceasing collection activity whilst investigating a reasonably queried or disputed debt you are using deceptive/and or unfair methods.

Furthermore ignoring and/or disregarding claims that debts have been settled or are disputed and continuing to make unjustified demands for payment amounts to physical/psychological harassment.

I/we would ask that no further contact be made concerning the above account unless you can provide evidence as to my/our liability for the debt in question.

I/we await your written confirmation that this matter is now closed. Otherwise I will have no option but to make a complaint to Trading Standards and also inform the Office Of Fair Trading of your actions.

I/we look forward to your reply.

Yours faithfully

This is from consumer action group forums. Worth a look.

Don't panic

Send the letter signed for to Vodafone AND the collection agents

Hope this helps

Battle82

Thanks again Baldelectrician, this is absolutely fantastic. Have copied it out ad verbatim and sent it recorded to both Vodafone and this Capquest Recovery company.

Was originally going to send £1 for the info like they told me to, but suddenly came to my senses as to why I was going to pay THEM for proof on a debt THEY want me to pay! If I started sending threatening letters to my neighbours randomly for debts that only I said existed, then the Police would rightly be knocking at my door asking me what on Earth I thought I was doing - debt companies may send their letters out on headed notepaper and use words like 'our solicitors' and 'instruct the bailiffs', but until they provide evidence they really don't have a leg to stand on.

Plus, I really have no choice but to fight this with Vodafone: if I pay the debt then I legitimise this a/c and what's to stop this person getting a new mobile phone using my bank details every year for the rest of my life?! As far as Vodafarce are concerned this person is me and their lack of concern at verifying details and tendency to ignore complaints means that I might never escape the clutches of their incompentent customer services department again! Perish the thought!

I wonder if there's a way to get yourself banned from a company without resorting to anything illegal?! How can I get Vodafone to ban me forever? Vodafone, I know you read this - please bar me from ever 'opening' an account again - can promise that I have no intention of ever being a customer of yours - if my children even try to sign up to Vods I vow that I will have them written out of the inheritance! Please, can you cut me off forever!:T

Vodafone

Hi Battle82

It's a shame to read about the list of ongoing issues you've had. I'm keen to help you. If you could contact us via the link Lee provided? I'll be able to take a closer look at things for you.

Thanks

Sukhi
Web Relations Team
Vodafone UK