Vodafone complaints

kettricken

Thanks for the quick reply as below:

Hi Rosemary,
Thanks for your email concerning your refund. I've had a look through the notes and there's a note from 14:06 today from Samar Hassan confirming he tried to call you but didn't get an answer. I'm sorry about that.
I can also see that a refund of £169.20 was made on the 3rd March 2011. This refund will take 7-10 working days to appear in your bank account ending 740.
Of course, any bank charges accrued can be credited up till the day that the refund appears in your account. Please supply us with proof of these charges and I will be happy to credit the cost of all charges. Once the credit is raised, we can then request a further refund, or you can leave the credit on your Vodafone account to pay off subsequent bills.

We're always looking for feedback on how we're handling queries for our customers, so if you want to leave any comments on how I've handled your query today, then you can pop on here and complete the quick survey. I’d greatly appreciate any feedback to ensure that I’ve been offering the best service I can for our eForum customers.
Kindest Regards,
Lee
Web Relations
Vodafone UK

Money still not in bank, originally told 3 days, then 6 days and now you are saying 7-10 days I suggest further training is required for the staff. This I have suggested in an email to the CEO. Thank you.

davidtb

The saga never ends...

davidtb wrote: »

From: Customer Care [mailto:customer.care@help.vodafone.co.uk]
Sent: 09 March 2011 18:33
To:
Subject: Re: WRT135 Insurance and Service Complaint [#5937606]

Hi David

I understand that it is very frustrating when you haven't got a phone to use, I have been without my phone before and it is never nice.

With the insurance the policy hasn't changed in the 3 years that I have been here, and if the phone can be fixed then that is the option that we would go for. If it can't then we would get a replacement.

Obviously if a phone is lost or stolen, there is nothing to be fixed, then a replacement would then be sent out for next day delivery.

With the all handsets it is always recommend to save your contacts etc to your computer, so if you are ever in this situation, or the phone is lost, you will have the numbers at hand to make the experience less painful.

Martin

eForum Team

I have replied with:

davidtb wrote: »

Martin,

The two previous claims I have made were for a phone that was lost (I take your point below) and a phone that was damaged – this was replaced instantly. When I was given the insurance I was advised to go for the business insurance because I was told that it guaranteed instant replacement. This was in the Weymouth Vodafone branch a couple of years ago. As I have now stated time and time again to your customer service representatives, this was why I pay for your insurance. Why would I have chosen this when I can get it for free with my kit insurance and they provide exactly the same repair options?

Furthermore, why was I told by your customer representative in the Vodafone store of the Darlington that it used to be instant replacement but that you stopped doing it? Either you or they are wrong! Therefore I have wasted money on a service that I didn’t need and been treated in the most appalling manner by the insurance representative, told to write by your telephone complaints team when I attempted to call a disinterested agent and then finally my complaints left unaddressed by your online team. It took posts on the moneysavingexpert.com website to finally elicit a response even remotely interested in my complaint and even that has proven a difficult process. I am further annoyed that you have made no effort to address or apologise for this in your e-mail.

Thank you for your slightly patronising recommendation that I backup my contacts. I do this regularly using the supplied Blackberry software but unfortunately it is impossible to then restore them to the poor quality phone I was lent as a replacement. I obviously hadn’t anticipated I might be without my Blackberry for 8 days.

I am now going to raise this matter further with the ombudsman to see if I have any recourse to claim for the amount I have paid unnecessarily for insurance and I wish to be released from my contract with yourselves forthwith.

I await your response with interest.

David

grumbler

davidtb wrote: »

...I purchased their insurance because it was labelled as an instant replacement service. That is specifically how the representative sold it to me at the time.

I may be wrong, but to me "instant replacement service" means nothing. The term per se is far too vague to be used without any further clarification. Do you have anything in writing, any paperwork?

Mp32

thanks for the list, fantastic stuff

scmm

Hi
Has anyone got any experience with Vodafone incorrect billing??
I have spent hours & hours trying to sort out my billing confusion.
Basically they have charged me £26.79 plus vat for going over my 600 monthly inclusive x net minutes. I have never gone over my inclusive minutes before.
On my bill they say I’ve used 1327 minutes.
I downloaded my bill from the VF website and counted 513 mobile minutes (I have 600 inc minutes) and 527 LL calls (which are free on my contract)
In an email response from a VF rep they said that I had used 801 minutes
I have called and emailed customer services but they don't respond to my questions directly, they are vague and do not engage.
I find the whole process frustrating and extremely time consuming. I must have spent about 4 hours trying to sort this out. It feels like they are trying to wear me down in the hope that I will leave it.
Has anyone had a similar problem and if so how did you resolve it?
Thanks

Discodave

Scmm

Do not give up! Vodafone are known for this. the £26.xx is a lot of money to someone like you and me (the average mobile phone user), but peanuts to VF - stand your ground demand an full explaination as to why you have been charged the extra. Also, if this charge has impacted on bank fees etc, get proof and you can reclaim then back.

DD

Vodafone

Hi Discodave,

I agree that your handset should not be running out of battery that quickly. In order for us to get this sorted out for you, can you send us an email here quoting WRT135 in the subject and a link to this thread.

That way we can access your account and look at getting this resolved.

Hi Scmm,

I am sorry to hear about the confusion around your current bill. As this is account specific it's hard for me to post an answer here. I will need to access your account and view the bills to find out what's happening. Can you also send me an email on the link above quoting the same reference and we will be able to address this issue.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Jaynishriya

Hi,

I am seeking some advice about the call charges that had been levied to my final bill after I recently cancelled my mobile phone contract with Vodafone. If Vodafone has charged me the monthly rental and cancellation fee for early termination of the contract are they within their contractual rights to charge me for the calls that were supposedly included within my monthly allowance?

The contract was cancelled on 14th Jan 2011 after I transferred to Virgin mobile (using a PAC code). It was due to expire on 21th Jan 2011.

So I have been charged the monthly rental pro-rated to 14 Jan 2011, a cancellation fee for early termination of contract (before 21 Jan), and call charges amounting to a massive £47.87 + vat. During the last month (1-14 Jan) I had made 446 minutes worth of calls but my contract allowed 600 inclusive call minutes per month.

After raising a query and complaining about the call charges a number of times, Vodafone has now offered a credit of £47.18 to my account, which is not the full refund of call charges. Yes, amount charged £47.87 + VAT, refund only £47.18. I don’t understand.

Their email reply to my query says that I was wrongly charged this amount but then a customer services representative I spoke to says that call charges should have applied because I went over the inclusive call minutes pro-rata. It seems they are not willing to refund the full amount.

I would appreciate some advice please.

Vodafone

Hi Jaynishriya

Thank you for your post regarding your final bill amount. It would be difficult to comment without seeing the full details of the bill on your account, and I would certainly like to take another look at your final bill so that I can fully break down the charges and usage for that period.

If you could e-mail us via the Vodafone website, using WRT135 as the subject, and the link to this thread so we have all the information to hand, and we’ll be in touch as soon as we can.

Kind Regards

Simon
Web Relations Team
Vodafone UK

diamonds

Voda lost its way, no CARE staff that even argue blind with Voda DIRECT employees in Voda stores - ALL outsourced - on 3 accounts in the last 5 years CUSTOMER SERVICES could not resolve MASSIVE security issues.

Most recent example...30 day sim Vodafone allocate number, a current payg user number I informed them & customer services, eventually resolved (and number ported over) - NOT

Roaming on the Voda EU & Australisia promo offer in summer 2009 ALL my included in plan allowances " in" country roaming calls were charged NOT out of allowances as per T&C and then Voda CARE argued i was sending calling & texting over my £20 plan allowance when I had unlimited texts and send a few hundred a month "in country" and back to UK & also I was using data which was not included in the promo says CARE, funny how I had it in a 2G Sagem phone with no data capable handset Voda sent me free !

The mess up was the previous payg allocation - all the payg calls & texts on that persons payg account were being charged to my postpaid account as from international to UK on my account at payg rates but even then ALL them texts and calls STILL were not covered EVEN under the unlimited text & in conjunction with my plans mins/text allowance & over the3 month summer roaming promo.

CARE argued I was sending these over my plan included allowances EVEN after I pointed out how could I be roaming and in the UK at the same time from the bills in the roaming country detailed on my bill given the distance between the two countries and i was not in Ireland or France roaming on SFR Voda's French roaming partner as an explanation which I was given even though the bill stated where ?

Over a year to sort out from abroad & I lost my *premium* mobile number 6 months after disconnection, Voda CARE even refused to call my International contact number abroad to resolve it and i paid haundredes calling a UK Mobile number over many occassions or simply by putting my Voda number on incoming whilst in dispute over thier errors - eventually got it sorted, over a year later, think it took 15 months from contract commencement if i recall correct, I took the sim for the summer roaming offer as free V2V and no roaming charge.

No apology, no compansation, nothing, just a write off of the incorrect billing & im sure they took more money than allowed via Direct Debit from my account but as not in UK I could not access account - charges because of such DD's made my bank account get closed whilst abroad...and I lost access to everything and got failed fees and non direct debit fees on everything, and i am left with almost £800 bank charges and a ruined credit file....to top it off I'm disabled with 3 conditions & getting my parents to pay £15,000 private medical treatment to diagnose the 3rd (NHS could not over 8 years) abroad, throughout the whole senario & my family paid shedloads of cash to call my international prepaid mobile number....VODa UK were aware of all the facts you read here folks....

To top that other accounts where "FIT135" staff admitted in email communication with me Voda errors, they were not corrected !
Voidafone...

You know i am just getting on my feet slightly since serious illness compounded me in mid 2008 & I think I will ADR it all & contact http://campaigns.vodafone.co.uk/guylaurence/ CEO Guy here, and I advise all Voda customers not to waste time with FIT135, how will things ever change if CEO is not aware his subcontractors are failing ?


Infact I am away to send a link to this to Guy....perhaps he would like to know of a similar story from a 100% owned Vfone subsiduary company where I took a contract whilst abroad, where you guessed it....thier Voda CARE is also outsourced ! The stress 2 Voda international companies have caused me is beyond comprehension or compensation...and I do Open Uni LAW !!


VOIDAFAIL....