Vodafone problems ongoing

FiRed

Hi,

I am having a problem with Vodafone, I swapped contracts form Orange for the new iphone 4s and was fed up with poor customer service from Orange. I wish I had stayed put now. Since I staeed my contrcat in May I have been unable to register for 'my account' on line or use the Vodafone app - this means I can not see my usage or bills.

I have spent a lot of time on the phone to customer services to rectify this - about 6 different calls. Twice I was told their system was down and I'd get a callback and didn't. On Saturday I spent 40 minutes on the phone with 'my account' being deleted and then reregistering whilst on the phone. I did this 5 times and it did not work. I have had online 'chats' and sent emails. Each time I am told that the problem is fixed - try again in 2 hours, or 24 hours or 48 hours and each time it is not. I have tried on different computers, different internet providers. The app has never worked, I delete it an reload it as instructed. I emailed Vodafone yesterday to explain the situation (again) and said I would not pay my bill until this is fixed. They wrote back and said 'sorry about the inconvenience, its fixed now' and sure enough it isnt. I have emailed them again today - quoting the email references they provided.

What are my rights here? I can not view anything about my account or my bills. Can I legally withold payment until its fixed? I have cancelled my direct debit, so they can't take it. I don't want to get in trouble, but I feel I have been treated very poorly and am getting increasingly frustrated.

Any help advice about bringng complaints further and my rights with withholding payment would be much appreciated.

Fi

mobilejunkie

Cancelling the direct debit is a disaster. The best advice anone can give is to reinstate it immediately. As for the rest, this is typical Vodafone. I would approach the Web relations team - there're volumes on here if you look it up and contact them as inidicated on there many times. No-one else is likely to solve even the simplist problem - they will only create new ones.

Buzby

Your credit file will the first to be hit with missed payment info - I'd suggest this is a bad move, as the only person you are harming is yourself. These days, networks hold the upper hand and you really need to bend over backwards to ensure their data feed does not work against you - no matter how much you feel aggrieved.

Simply push them to get the issue escalated, as if you cannot view your bills, they do have an obligation to provide them.