Vodafone - What Customer Service?!

villabadger

Dealing with these people is like pulling teeth with tweezers! My wife has just discovered that her phone bill has £80 extra charges on it for spam premium rate texts. They are from 3 different numbers over a 2 day period but.... there are no texts on her phone!

We foolishly believed that a quick call to vodafone would sort things out and we get the money refunded - if only life was that simple! They kindly offered us 20% off of the charges, obviously believing that it's only fair to share some of their profits from these texts with us! After refusing their kind offer we asked to speak to someone who had the authority to give us a full refund - apparently we would get a call back within 24 hours....5 days later (today) a message was left on my wife's phone informing us what the charges were for!....WE bloody told THEM that 5 days ago!

We've currently got 3 phones on contract with them and this obviously counts for nothing.

So, does anyone have any idea how we get a complaint into someone who can actually deal with this?

Thanks

digp

try http://www.phonepayplus.org.uk/For-the-Public/Make-a-complaint.aspx

villabadger

digp wrote: »

try http://www.phonepayplus.org.uk/For-the-Public/Make-a-complaint.aspx

Thanks for that. I was intending on contacting the regulator if I got nothing more from vodafone.

At this point I was really after a more influential contact within vodafone.

Cheers

I have already placed an email with them via their website.

marvin

They are frustrating arn't they!

Been going round in circles because after porting my number over I cannot receive texts from one number, I can send to them, they receive, I get notified they have received, they can send I never receive them.

Only thing that has changed is porting to Voda can I get them to look at the porting as an issue?...

My son recommends putting it on Twitter (their offical twitter feed) did get me a response other than "it must be the other networks fault" still waiting for a repy to the email they asked me to send.

villabadger

Just looking at the threads on here complaining about them I suspect that we are just a few small fish in a very populated pond! I haven't tried twitter but I'm gonna go have a look - thanks

Vodafone

Hi villabadger,

It's just a quick update to this thread to confirm that I've been in contact with your wife about this and have promised to get back in touch with her once I have further news.

Thanks,

Lee

Web Relations Team

Vodafone UK