Vodafone Call Centre

marci6658

Aargh!! Frustrated with Vodafone call centre! I have just checked my unbilled usage and found that they have charged me 25p a minute for all international calls made to a landline..on my international plan I should be charged 5p a minute.
I have made numerous calls to 191 but am yet to talk to anyone who understands the problem even..the language barrier is terrible. 3 hours later, I am out of ideas! I have been cut off several times, once when we had already been talking for 45 minutes. Despite using the call back service, he did not call me back, so had to then call back and start all over again. The next person..major communication difficulties.
I think the problem is they are charging me for calling an international mobile instead of a landline, as I have had this problem last month.
How on earth do I get through to a UK call centre?

Jade_Tree

After 5 months of trying to sort out a problem with Vodafone (no bills! no online access to billing or ability to see what the very expensive bills we got were for!!) I am at my wit's end. Marci, You can not get through to a UK Call Centre. They are all based abroad and operate in some kind of bizarre hub and spoke system, so no one you get from one call to another is ever on the same team or knows the way up the system. And you can never, ever reach the same person twice. There is no continuity of care. You can hardly ever get anyone's name and extension to ask them to follow up with you. Both the web-based and phone-based customer "service" (I think of the whole mess more as a giant Stone Wall) are equally impossible to make progress in.

If you have a simple problem, a customer service person can do something specific for you. But if it is complicated and it has to go up to "the Service Desk" it is like your problem has been flung over a wall and you can not contact anyone on that far side of the Wall. Can anyone tell me and Marci: how do you penetrate the upper echelons of Vodafone customer "service" ? A name, an address, a phone number other than 191?????? :mad:

skintandfat

Leave and go to Tesco Mobile

I have been with them for a few months now and they only have UK call centres (like O2)

Had to call 2-3 times, found out they actually cared about c/s and it was quite refreshing- like Orange used to be 5 years ago

marci6658

Another call to call centre..an hour and a quarter with no real understanding of problem! Asked to speak to supervisor. Told would call me back in an hour, but didn't. Next day, still waiting

Vodafone

Hi guys,

I am sorry to hear that you have not been happy with the service you have received so far. It's disappointing to read.

If you would like any help, you are more than welcome to email me personally via the address here. You will need to include WRT135 FAO Heidi in the subject and a link to your post.

I can then deal with your queries directly.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

marci6658

Wow, finally got through to Belfast call centre..unfortunately was disconnected 20 minutes into call. Second attempt..Belfast again, very helpful. Credit is being applied to my account (hopefully!). It did take me in total over 4 hours of phone calls to get a resolution though.
I have cancelled contract and will go elsewhere..do not want to risk having to EVER call them again! Very unimpressive.