Vodafone complaints

diamonds

Update: LINK sent to post....

"Feedback to the Vodafone UK CEO

Thanks for sending Guy your feedback. Where appropriate, a member of the CEO's office will be in touch shortly to discuss this with you by calling the contact number you provided"

The fact Voda closed this poll 12 votes in rather than leave it running speaks volumes, why not leave it open for customers whom may not even post here as they dont have time in this thread to rate thier Voda experience ?

Discodave

Vodafone_company_representative wrote: »

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.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Done, and expecting a reply with 24 hours

Vodafone

diamonds wrote: »

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....

Hi diamonds,

After reading your concerns it's disappointing to hear how dissatisfied you've been with the level of service you've received from us.

As you'll appreciate, it's difficult to comment on exactly what has happened at the various times you've had cause to contact us without being able to view the airtime account in question.

However, I can assure you that although we never like to see instances where customers are unhappy with us we are always keen to make sure that their concerns are fully resolved as quickly as possible.

Whilst I can see that you've emailed our CEO you're also welcome to email the Web Relations Team at webrelations@vodafone.com marked for my attention and I'd be happy to investigate things further together with my colleagues in the Director Support Office and get back to you as soon as I can.

diamonds wrote: »

Update: LINK sent to post....

"Feedback to the Vodafone UK CEO

Thanks for sending Guy your feedback. Where appropriate, a member of the CEO's office will be in touch shortly to discuss this with you by calling the contact number you provided"

The fact Voda closed this poll 12 votes in rather than leave it running speaks volumes, why not leave it open for customers whom may not even post here as they dont have time in this thread to rate thier Voda experience ?

Without going back to through the thread I'm not sure who started the poll or who closed it but I will recap the threads history to see if this sheds any further light for us.

Discodave wrote: »

Done, and expecting a reply with 24 hours

Hi Discodave,

Having checked our emails I can see that we've got yours and so one of the team will get back to you as soon as possible.

Kind regards to you both.

Lee

Web Relations Team

Vodafone UK

billyboy2468

on 2 year contract with voda,15 pounds a month,including 5 pound discount,should be 20.said i could upgrade 2 months before the contract ends ,got 3 months to go and hey presto they bump it up.why tell you one thing then do another,pretty peeved off with them anyway.very rarely 15,always 17 or 18,t mobile sim only ,3 months time and your mine,woopee

Discodave

can someone else is... I am soooooooo mad!

You (Vodafone) offered a postal repair so I gave my details. You replied saying you cant offer a replacement handset whilst my current phone (battery eating SE x10) is away?

What sort of service is that!! :( You can't leave people without a handset whilst theirs is being fixed.

I choice postal repair as I cant get to a store in the next 5 days, maybe longer and thought a postal route would be efficient, quick and the best solution for all... OBVIOUSLY NOT!

[Deleted User]

You may have already done this Discodave - if so then ignore this. Have you had the battery checked as it may just possibly be a dud with a very short life?
I have found that as batteries die they charge up in a shorter and shorter time but don't retain the charge. A good phone battery will take several hours (mine takes three hours) to charge up from the mains. I don't use it much so the battery usually lasts me about five days.
Also, has it always run down very quickly or just started to do this? That would point to a battery going dud before its time.

Vodafone

Hi billyboy2468

Thank you for posting about your price plan costs. If you’d like us to take a look at the recent bills on your account with regards to additional charges and discounts, please e-mail us here via our Contact Us page, using WRT135 as the subject, and we’d more than happy to check these out for you.

Hi Discodave

As with any standard warranty repair, we are unable to offer a replacement temporary handset whilst your phone is away. If you have insurance on your account, then under your policy you can request a temporary handset whilst your phone is away.

I understand that the situation of having to send anything away for repair is frustrating, and we will endeavour to ensure that your handset returns in full working order.

Many Thanks

Simon
Web Relations Team
Vodafone UK

Reem

I'm so regreting leaving O2 for Vodafone. I had been with O2 for years, never had a problem, but having a contract with Vodafone turned into nightmare.

My husband wanted Iphone4 and Vodafone offered him a good deal. He previously got a phone for me with them and everything was ok. So he went to the shop, got contract with iphone4 and at the same time the shop assistant offered him another sim card, which was apparently free for couple of months. My husband hesitated as we didnt need it but sales assistant insisted that if he cancel the sim card within 2 months he will not be charged anything at the same time saying that he is offering him great deal on iphone and he would help him with taking the sim card with reaching his targets. My husband agreed to take it and also enquired about using the phone abroad as he planned to go to Egypt. The shop assistant explained roaming charges and ensured him that with internet usage if he goes over £38 vodafone will suspend the internet and he would have to call them if he still wants to use it. It was apparently new policy to avoid massive internet bills from abroad!

And that's when the nightmare started:

With regards to free sim card, my husband canceled it within 1 month and was charged £7.99 for cancellation prior to contract end day!

With regards to using internet abroad the nightmare turned into a horror.
My husband went to Egypt on Friday, following Thursday morning I received phone call from Vodafone on his second line, the woman said that there is unusual spend on the phone that my husband took to Egypt. I asked what it was she explained it was internet usage. I thought ok he might had been checking his emails. The woman insisted i pay the bill now or they will cut his line. She then said it is £606 plus VAT. After I told her that it must be an error and would not pay, she asked for my husband to call them before 4pm or the line will be suspended. My husband then used a £10 phone card on calling Vodafone from Egypt. Expained that it must be an error as he only used his phone once a day to check emails. They wouldn't listened only wanted a payment. My husband explained that he was going back to london in 3 days and he needs the phone in case of emergency as the situation in Egypt was unstable and asked to keep his line active. They wouldn't do it unless he paid £400 in advance. Needless to say they cut his line off and by the evening they also cut off his other vodafone line that I was using in UK. Leaving both of us unable to communicate even by text messaging.
My husband returned to UK on Sunday night, Monday spent all day calling Vodafone and only heard that they have a system error and he needed to call back. Tuesday he spent over an hour talking to their customer service - being transfered from one person to another, each time telling the story from the beginning, he was only told that this is due to iphone constantly searching for internet connection. Each time he explained that he has a setting when the phone askes him for permission before connects to internet. Vodafone customer services didn't have an answer for that. Finally one woman said that she understands his frustration and it would need to be investigated. She also said that as his bill is not ready yet she can't do anything but she will keep our lines active and he needed to contact them by the end of next week. We finally thought there is some progress. The next day my husband line was cut off again. He went to vodafone shop and asked for someone from customer services to call him. Some Michael - a manager of collection department called back saying that he won't do anything unless the bill is paid. My husband explained the situation and that there must be an error as his online bill is showing a massive use of data. Also pointed that he doesn't go even close to that amount of data in a month in UK. The explanation was again that it is probably iphone conecting to internet. After my husband said that it is impossible and on top of that the sales assistant told him that he won't be charged over £38 in any case. That manager only said that there is nothing recorded on the system to confirm it. And he should go back to the shop and find this sales assistant and tell him to put the note on the system that it was the advice he had given.

I am sorry for that long story, but I'm boiling inside. My husband will go to Vodafone shop today but we doubt the assitant will admit to his mistake.

- Vodafone is the most unresponsible seller, how they can let the bill go over £700 and only then contacting us (seeing that the previous bills were fairly small).!!!!!!!!!!!!!!!!
- How they can even sell iphones if they expecting the phone to be a reson behind the hugh bill (we previously also had an iphone with 02 that was with us for 2.5 months in Egypt, the bill was slightly higher but nothing major)
- why they even have high street store if anything said there needs to be recorded on the system - next time when talking to voadafone assistant pls record the conversation for your own sake.

We can't afford the bill, we said to vodafone that the bill is unfair and asked for it to be investigated but they don't care, we said that in that case we'll have to cancel direct debit as there will be not enough money in the account, they still don't care.

We'll wait for response from the sales assistant but don't count much on that, surely they don't remember every customer. We also since learnt that Vodafone is a main network provider in Egypt, adding to our frustration how they can justify charging over £700 for less than 5 days and in reality only checking emails 5 times.

Will try emailing CE hoping he will listen.......

Her_3

Vodafone are a b!tch to deal with to get a decent deal. probably because they spend so much on advertising in Formula 1 etc and need to make big profits.

Vodafone

Hi Reem,

I’m disappointed to see the problems you’ve faced here and I can understand the frustration you will be feeling at the moment.

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).

I look forward to hearing from you so that we can get this resolved as soon as possible.

Kind regards,

Jenny
Web Relations Team
Vodafone UK