vodafone complaints

reidydawn

hi

just wondering if anyone out there has had a similar experience with vodafone or another network & can help me out.

about 6 months ago i took out a 2nd contract with vodafone in order to get a new blackberry, I continued paying my old contract although the phone was turned off & not in use. last month however i tried (with difficulty) to cancel the 1st contract on my phone & was told it would take around 30 days for cancellation. this was all fine until 10 days ago when my phone was cut off with the only explanation being i would find out when my bill was available online.

on friday i was able to view my bill & to my horror the bill was at £120 due to mobile calls & browsing in hong kong & china (both places i have never visited)

i have repeatedly contacted vodafone via email & phone with no one seeming to be interested even though i have been a loyal customer to them for 5 years. i am only put through to call centres abroad, never able to speak to the same person twice. also i have lost count of the amount of times i have been cut off from them mid call.

sorry if i have went on a bit here, i hope someone here can give me advise as i am at my whits end with it all x x

grumbler

Typical feebleness of Voda telephone CS and inability to do anything.

Wait for their Web Team Reps here to reply. In fact there is no point in waiting. I can assure you the reply will be pretty standard:

Vodafone_company_representative wrote: »

Hi *****,

I’m sorry to see ...and I understand how frustrating it will be.

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)....

Best wishes,

****
Web Relations Team
Vodafone UK

*the code is always the same.

flexrider

reidydawn wrote: »

hi

just wondering if anyone out there has had a similar experience with vodafone or another network & can help me out.

about 6 months ago i took out a 2nd contract with vodafone in order to get a new blackberry, I continued paying my old contract although the phone was turned off & not in use.

Did they confirm in writing the old contract was terminated had lots of complaints once when i worked for vodafone in business retentions at Birchwood in warrington for the simalar faults to you own. best to check on 191 and ask to speak to a SLA account manager if they refuse take name of operator and were there based ask if there is a ext number they can be reached it if they dont give you that settle for name and place of call centre then try again.

last month however i tried (with difficulty) to cancel the 1st contract on my phone & was told it would take around 30 days for cancellation.
30 days is correct in some terms but usually takes 14-28 30 days is usually when you port your number from or to another network when you cancel thats the reasons why it takes so long. however should of been completed if you have not done that. also to gather your finial bill and line rental form other networks of calls and texts you may have done before cancellation.


this was all fine until 10 days ago when my phone was cut off with `the only explanation being i would find out when my bill was available online.


vodafone dont send i beleive a bill in post all online at www,vodafone.co.uk/welcome or by direct debit.


on friday i was able to view my bill & to my horror the bill was at £120 due to mobile calls & browsing in hong kong & china (both places i have never visited)

you can complain and state to them what the imei from the handset is that made them calls and trace the calls or proove it was you, if you know you were u.k based that day (hehe"!) its a network churn error and you can either write to them and state that and wait for reply= no reply means ofcom to sort it out

they may have a cross mobile line with your account(happens with vodafone systems mix up some accounts in some factors) but mobile calls can be assessed with permission or traced.

i have repeatedly contacted vodafone via email & phone with no one seeming to be interested

ofcom your best bet then.

even though i have been a loyal customer to them for 5 years.
5 10 15 25 year no matter its a business, never be loyal unless you get a good deal martin off MSE said that on GMTV once

i am only put through to call centres abroad, never able to speak to the same person twice. also i have lost count of the amount of times i have been cut off from them mid call.

vodafone opening uk call centre times
8-8 monday to friday.


sorry if i have went on a bit here, i hope someone here can give me advise as i am at my whits end with it all x x

two things

voda complaints
http://help.vodafone.co.uk/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=2828&PARTITION_ID=1&CONFIGURATION=1000&CURRENT_CMD=BROWSE_TOPIC

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or

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google ofcom for advice

Valerie84

Same prob as OP- vodafone tried to get me to pay for 2 months AFTER i had closed my contract. I made the point that I had not even made calls or texts from thet number in those two months- whether they were arguing that it had been closed or not. The guy looked it up, and hastily agreed! They don't pay attention to detail or fact, and invariably pluck information out of thin air. One agent says one thing, and the rest are singing an entirely different tune based on what seems to be , the luck of the day and the luck of who you speak to.

flexrider

Valerie84 wrote: »

Same prob as OP- vodafone tried to get me to pay for 2 months AFTER i had closed my contract. I made the point that I had not even made calls or texts from thet number in those two months- whether they were arguing that it had been closed or not. The guy looked it up, and hastily agreed! They don't pay attention to detail or fact,

did he agree with you on the bill or disagree? sorry could not underatand that one.

and invariably pluck information out of thin air. One agent says one thing, and the rest are singing an entirely different tune based on what seems to be ,

47% of vodafone CS are Agency based by external firms now, or network Facilitized by other companies such as Carphone warehouse or LBM. Depends on location of whom your connected too and demand on network also plays it part on service.

the luck of the day and the luck of who you speak to.

Hope u managed to get it sorted if not try ofcom

pmduk

Ofcom can give you general advice, but don't deal with individual complaints.

reidydawn

thank you for everyones help & comments here i was phoned this morning to say that the matter is now with there fraud team so hoping i get some sort of result from this. my existing number is still cut off however & one of the numbers they have told me to phone I cant call when my phone is cut off so i will have to wait till this evening to see if i sort something out with them.

i just find it so frustrating that every single person i speak to doesnt know my story at all & i have to keep repeating myself wasting more hours on my phone.

as for my loyalty to them, other family members & myself will all be moving to another phone provider as soon as our contracts are up. must be nice to be vodafone & have so many customers that losing some doesn't bother you in the slightest.

thanks again

reidydawn

hi everyone,

i've just received a very badly written email from vodafone, it does not make sense but the main message is this problem will take 8 days to sort. does anyone know an email address or telephone number for vodafone to speak to someone who is fluent in english?

thanks again

grumbler

reidydawn wrote: »

... does anyone know an email address ... for vodafone to speak to someone who is fluent in english?

See the post #2 above?

reidydawn

thanks i have emailed web relations team now with that code. below is the email i recieved from web relations yesterday. struggled to make sense of it :

Hello Mr. Reid,
I am sorry for the inconvenience caused to you.
I have checked your account and wish to inform you that the services for the number ************ are Suspended by our Credit Alerts team. You can contact them on 08700 779 779 and they will assist you with this concern.
I also wish to inform you that fraud case is created on the account on 25/04/2011 as it takes 08 to 10 days get the revert from the concern team.
I request you to kindly revert after 08 days so that provide you the proper feedback.
Trust the above information helps.
Kind regards,








**************
Vodafone Customer Services

Vodafone

Hi Reidydawn,

I am really glad to see that this has now been escalated to the fraud team. I understand that receiving a bill like that for something you haven't used must be quite worrying.

I can see from your posts that you have already been in touch with us here at web relations, however the response seems somewhat confusing.

So that I can deal with this personally, do you have your email reference number? That way, I will pick it up and take a look for you.

If you don't have the email reference, you can contact me directly here by putting WRT135 (FAO Heidi) in the subject.

Many thanks,

Heidi
Web Relations Team
Vodafone UK