Vodafone complaints

mandem

Hello

I had been a Vodaphone customer for nearly 15 years, first PAYG then i took out an 18 month contract, which was due to end in July of 2010.

Unfortunately during the contract I separated from my husband, but even though I struggled with the £35 a month, I continued to pay in full and by June last year gave my 30 days notice using the Vodaphone website, I heard nothing so followed up with a letter sent by post and another email asking for a response. not trusting that they would stop extracting money from my account, I cancelled the direct debit. I stopped using Vodaphone in July paying what I owed in full in August.

All in order I thought as I had fulfilled my contractual part. However in December this year I received from my ex, a pile of letters including 3 bills from Vodaphone the last one stating I owe £115. I wrote to them stating the above. I have today picked up another pile of letters from my Ex, one from Vodaphone saying I should have given them 30 days notice !!! I DID!!!! And a letter from a Debt Recovery firm appointed by Vodaphone stating I owe £132 !!!

I feel sick with worry and dont know what to do, can someone please give me advice?

ruggedtoast

Have you got the sent email? You could use it to appeal to their better natures. Or maybe email the rep on here.

mandem

I used the email service on the Vodaphone web site, which doesn't give a receipt. I didn't know about screen shot things then, and the letter I sent was normal post.

I didn't think I needed to save anything like that because I had just assumed as I had never had any issues, problems or complaints with them before, and I had followed my contract to the letter they would do the same.

Vodafone

Hi mandem,

I can understand the concerns you've raised here and would certainly like to get them investigated further.

To enable to me to this I'd usually ask you to email us via our online Contact us form but I can see from what you've posted that there have some difficulties with this.

As such, could you email your details across to me at webrelations@vodafone.com and mark the email for my attention?

Best wishes and I look forward to hearing from you again shortly.

Lee

Web Relations Team

Vodafone UK

Battle82

Hey all

Well, I came on here before to stick the boot into Vodafone for their absolutely abysmal customer service, so I think it's only fair to post when they do something right.

The Web Relations Team were extremely helpful in resolving my complaint and have come back and told me that the case is now closed and I will no longer be pursued by the debt recovery agency. In a handful of emails they managed to resolve what about 50 phonecall/emails/letters to the rest of their customer 'service' team could not.

I've seen them described as nothing more than a PR machine on here, but I can assure you that they are more than that. Mandem - I suggest you email them with as much info as you possibly can and they will do their best to investigate and sort it out.

Many thanks again WRT!!:T

NicNicNic

Fraudulent Activity at Vodafone

Has anyone else had this happen to them?:
I am a mere business customer of Vodafone. I contacted Vodafone in December as for some reason they had stopped sending paper invoices to my business & when I went onto our account on their website, I discovered that our business contact details (address, phone number and email address) had been changed to someone else's. The contact at Vodafone told me that someone had rung them and asked to change the details. This they did without any security check or without sending any written correspondence to advise me of the changes.

So several of our phone invoices have been going to someone else. This means they now have invoices with our limited company name on them with their address so no doubt they can get up to all sorts of things with this information and I am now waiting for debts to be run up in my company's name. In addition they are getting private information regarding the calls we make etc. Obviously I was extremely unhappy about this! I was told in December that the matter would be passed to the Fraud team and that they would contact me. In the meantime, I was told the contact details on the account could not be changed as they had to leave them for the Fraud team to see.

So I waited patiently and no one contacted me. I rang Vodafone again on 20th January and was told this would be escalated to the Fraud team again and someone would call me back shortly. By now the online account showed our correct postal address but still showed the other person's email address and phone number. Which means that if I forget the log in details (which I might do as it's not a site I have accessed much in the past) and need to request a password reminder, any emails from Vodafone would go to the other person and not me and they would therefore obtain my password details!

Given this was a concern to me, I called Vodafone again the next day and checking my account on their website, found our postal address had been removed but the other person's email address and phone number were still on there. The person I spoke to at Vodafone thought he was being smart as he (without my agreement) deleted my account online. This is not helpful as now I can't see what contact details are on the account and interestingly although he tried to assure me they have our current business address, the last invoice did not come to my business at the end of January but must have gone to the fraudster. Although this contact was apparently a manager in their customer service department, he has not bothered to call me back and neither has the Fraud department.

So I called Vodafone again today and asked to speak to the last contact but was told this was not possible. I therefore had to explain everything again to the contact I was speaking to and after 15 minutes with him, I was put on hold for ages before he returned and told me he would have to transfer me to the online team. I waited ages and then reached a second person who had not had a handover so I had to explain everything again. She then told me I had reached the wrong department. She wanted to transfer me to a third person & when I asked to be put back to the first person, she refused and whilst I was speaking transferred me again. I was left holding for ages before reaching someone whose English I could not understand. I gave up at this point.

It is clear that Vodafone does not value its business customers and is not worried about fraudulent activity. I am left extremely worried about why someone wanted to hijack my business account and wondering what they are going to do with my business's details. And I appalled that Vodafone has left this happen. I have no idea what to do next but obviously will be cancelling my contract with Vodafone. Has this happened to anyone else?

TC1

Hi, advice and thoughts would be greatly appreciated.

My OH has a 24 month Vodaphone contract due to expire in November. The phone a Samsung Steel. She has had some problems and it has been sent back twice for repair in the last 14 months. On both occasions the memory has been wiped meaning photos of our kids have been lost added to the fact that she then has no phone to use in the meantime. Now for the third time the same problem. She is to say the least a little fed up. She has contacted Vodaphone and they have said send it back for repair ( not a very creative solution). She has no faith in any repair that may ensue and I can't help but feel the same. Vodaphone tell us that we should contact Samsung about the phone fault. She doesn't have a contract with Samsung the contract is with Vodaphone :mad:. They will not provide a new phone and will not upgrade it until a future date. Even then she will have to make a contribution towards any upgrade. She has managed to negotiate the upgrade date to the end of Feb but that is still three weeks away and the Vodaphone rep couldn't give her an idea of how much she could expect to pay for any upgrade or which phones would be available to upgrade to.

To terminate the contract will cost £67 but she is keen to stay with Vodaphone ( no I can't understand this either ).

Where does she stand legally ?

Reading through the comments on this forum I hadn't realised how appalling Vodaphone were in terms of customer confidence and satisfaction.

Thanks for reading.

TC1

TC1

Bumped for any advice please.

Annie._2

TC1 wrote: »

Hi, advice and thoughts would be greatly appreciated.

My OH has a 24 month Vodaphone contract due to expire in November. The phone a Samsung Steel. She has had some problems and it has been sent back twice for repair in the last 14 months. On both occasions the memory has been wiped meaning photos of our kids have been lost added to the fact that she then has no phone to use in the meantime. Now for the third time the same problem. She is to say the least a little fed up. She has contacted Vodaphone and they have said send it back for repair ( not a very creative solution). She has no faith in any repair that may ensue and I can't help but feel the same. Vodaphone tell us that we should contact Samsung about the phone fault. She doesn't have a contract with Samsung the contract is with Vodaphone :mad:. They will not provide a new phone and will not upgrade it until a future date. Even then she will have to make a contribution towards any upgrade. She has managed to negotiate the upgrade date to the end of Feb but that is still three weeks away and the Vodaphone rep couldn't give her an idea of how much she could expect to pay for any upgrade or which phones would be available to upgrade to.

To terminate the contract will cost £67 but she is keen to stay with Vodaphone ( no I can't understand this either ).

Where does she stand legally ?

Reading through the comments on this forum I hadn't realised how appalling Vodaphone were in terms of customer confidence and satisfaction.

Thanks for reading.

TC1

Your mobile phone contract comes in two parts, your contract which is for your airtime only and the phone which is not part of the contract.

If you are having a problem with the phone and are in contract, you will have the Vodafone warranty for the duration of the contract and will be offered a free repair.

If you do upgrade early, the remaining months left on your contract will be added onto the new contract making it a very long time before you are able to upgrade again.

whatkatiedid

I have just cancelled my online contract with vodafone, in the hope that someone will then contact me. I have sent emails, phoned 5 times and have visted the Basingstoke store 4 times, in the hope that they might help.

I get NOWHERE with Vodafone.

I ordered a phone, then wanted to exchange it. The courier took the phone, but never delivered the new one to the store, no contact between the online teams and the store teams and no one seemed to no anything about it.

This was two months ago, and I have given up and cancelled my direct debit. I am shocked at how nothing was followed up and how little they seem to care. I will now never go with Vodafone, and will stick to Orange.

I am quite sure that when they don't get their money.. I will get hassling letters, although I have emailed them online to warn them this is what I have done and why...

Rubbish service..