Vodafone changing my direct debit details without my concent, 3 TIMES!

chadwicksmith

hi all,

i took out a 24 month £10.50 contract a few months ago with mobiles.co.uk on vodafone.

just for example my details are as follows

NAME: MR SMITH
ACC NO:11111111
S/C:11-11-11


it arrived and all was good...

after about 2 weeks i recieved a 'direct debit confirmation' letter, here is where it gets wierd

under 'account name' was 'MR JOHN'
under 'account number' was a '22222222'
under 'sort code' was '22-22-22'

so i quickly rang vodafone, got through to an advisor and asked her to confirm my DD details to me, heres what she told me

account number '33333333'
sort code '33-33-33'

so at this point there are 3 sets of DD details linked with my account so i am furious and after explaing myself for almost a hour i spoke to a manager who wanted to change my DD details to the correct ones but needed my permission and at first i didnt allow him, he said he would apply a 2 months free line rental discount on my account anyway and said ring back in my own time to correct the details,

so the next day i corrected them, and added a additional security question for peace of mind.

1 week later another letter comes with the wrong details again!!!!

account number '33333333'
sort code '33-33-33'

got through to a stuck up manager who said that he would listen to the calls to see what advisor used the wrong details with my account and promised me a call back after 72hrs

3 weeks passed and no call back so i rang cs

spoke to cs and after about 1hr got through to a manager who was very understanding and gave me a additional month free line rental because of my problems, she also said she would raise complaints to those dealing with my account

theres me thinking vodafone's blunders have finally finished..

today another one came through! WITH THE WRONG DETAILS!!!!

account number '33333333'
sort code '33-33-33'

so i spoke to account management who i asked to confirm my DD details to me and they quoted me

account number '33333333'
sort code '33-33-33'

when it should have been

ACC NO:11111111
S/C:11-11-11

they said i spoke to 'chris' and changed the details on the 8th, which i didnt, i havnt spoken to vodafone regarding this matter for a few weeks now

so she wants to correct the details and at this point i am feeling physically sick with the amount of times this is happening, i said i wanted to speak to a manager and she gave me the usual 48hrs routine which i declined becuase i find this an urgent matter, after a few mins she cuts me off

i rang back again, asking for her name and the guy said he couldnt give it even though she gave me the name of worker who changed my details? !!!!!!?
so i explained the situation to him and he quickly brought up that i was given 3 months free line rental, i told him that the managers seen the mistake at the time, and offered it then. this is now.

he then tells me that he has frozen my account for fraud purposes and nobody can access my account, a manager would be looking at the recent goings on with my account and would get back to mwe after 48hrs,

having already being promised a call back from a actual manager i didnt accept this, i told him to read the notes when the manager promised me a call back but never did, he didnt accept this and then cut me off


this having happened a few times to me, WITHOUT MY KNOWLEDGE is completely unacceptable and im sure i can take this further than most of the poorely trained cs staff???

where do i stand?



thank you for sparing a few mins to read this,

kind regards

chadwicksmith

views building up, no replies though

please people your advice is needed

NFH

chadwicksmith wrote: »

he then tells me that he has frozen my account for fraud purposes and nobody can access my account,

Have they suspended your phone service or just frozen access to your account by most Vodafone employees?

chadwicksmith

NFH wrote: »

Have they suspended your phone service or just frozen access to your account by most Vodafone employees?

i think they have frozen access, i can still make calls.

that being said i just rang them up for a update and they accessed my account?

grumbler

chadwicksmith wrote: »

views building up, no replies though

please people your advice is needed

What kind of advice you expect to get?
Vodafone are mess.
Wait until their web reps come here or take the initiative and contact them like they advise in the Vodafone complaints thread.

If they don't help, contact their executive office. The e-mail address was posted many times in the same thread.

Cash-Strapped.T32

All I can suggest at the moment is to always record your calls, none of this buck-passing, "forgetting", not accepting what you say or ask - none of it could have stood for 5 minutes had the calls been recorded & these days it's dead easy to make a policy of recording all calls to commercial companies you deal with.

If you ring on your mobile then any Android, Win-Mo or Symbian smartphone ought to have no problem, many higher-spec dumbphones have the feature built-in.
If you're using a landline (often due to 0800-numbers) then a wee device that outputs the conversation to your mp3-player, or tape-deck or anything will cost a pittance, I bought one from Amazon for under a quid & while it's not exactly broadcast-quality, it's better than most telephone-interviews you hear on the radio.


I know that "I wouldn't start form here" answers are not always appreciated by the poster, but I hope this might help you once some other, more knowledgeable poster comes & helps you with the d-debit situation.

On that front, all I can offer is that some company's systems can be a nightmare when it comes to handling direct debits - My job is entirely different to your voda-munchkins but the systems I use to authorise, modify and otherwise "fiddle" with DDs is fraught with possible things that can go wrong, if our system doesn't interface properly with the bank's then things don't update, odd situations happen, and this is for a company several times bigger & more resourced than voda.. :eek:

diamonds

Power to you ! Welcome to Vodafone 3rd psrty outsourced customer care standards !!

chadwicksmith

grumbler wrote: »

What kind of advice you expect to get?
Vodafone are mess.
Wait until their web reps come here or take the initiative and contact them like they advise in the Vodafone complaints thread.

If they don't help, contact their executive office. The e-mail address was posted many times in the same thread.

finally got through to a decent manager, told her i would be contacting the ceo's and she said she would contact the fraud team and get back to me in 3 hours,

after chasing her down she rang back after about 2 hours, and was saying that the bank confirms the DD details with me before voda accepts them?

i told her that is not the case as voda have my correct details but keep on changing my details and sending me out confirmation letters

she said that she would cancel the contract and wave any charges but i would have to return the handset to them, i would have bitten off her hand at that offer but i have sold the mobile to cex so i had to ask for alternatives.

she said that was her only option and that i would have to wait another week for the fraud team to finish looking and that she also has passed on my case to the management and that if after a week if it isnt resolved then by all means write to the ceo...

Cash-Strapped.T32 wrote: »

All I can suggest at the moment is to always record your calls...

i wish i did for my own records, but apparantly voda record all calls too? which would benefit me

diamonds wrote: »

Power to you ! Welcome to Vodafone 3rd psrty outsourced customer care standards !!

Buzby

No - their recording of your call will never benefit you, as it won;t be provided to you, even if you ask nicely. It is their for THEIR protection (not yours!), so if you;re not dealing by letter, record your own!

Vodafone

Hi chadwicksmith,

It's disappointing to read that you have had these issues.

You have mentioned in your post that this is now being dealt with, however if you would like me to follow this up you can email me personally here with WRT135 FAO Heidi in the subject. Could you also include a link to your post too.

Thanks,

Heidi
Web Relations Team
Vodafone UK

chadwicksmith

Vodafone_company_representative wrote: »

Hi chadwicksmith,

It's disappointing to read that you have had these issues.

You have mentioned in your post that this is now being dealt with, however if you would like me to follow this up you can email me personally here with WRT135 FAO Heidi in the subject. Could you also include a link to your post too.

Thanks,

Heidi
Web Relations Team
Vodafone UK

After being made to wait 7 days and speaking to so many poorly trained Vodafone staff all they have done is given me a further 2 months free line rental.

They still don't know what actually happened and probably will never get to know because they are saying that if it wasn't me who called and asked for the details to be changed then i couldn't listen to the call?

This is absolute b.s. and their so called fraud team are pants too, this headache started in September and isn't yet resolved, surely i can take this further??