Vodafone - Victim of Fraud and Unhelpful Customer Service - Help!

MrsM2B

Last week I received an email from Vodafone advising that my email address had been changed and I had to log in to make sure the changes were correct. I assumed this was some kind of phishing scam and duly ignored it. The next day I received a text to say that European dialling was now added to my account. I eventually managed to log in to my vodafone online account after many technical issues and saw that my address had indeed been changed, my monthly amount (DD) had been changed to £57 a month from £36 and my phone had been upgraded to an iPhone 5S!

I spoke to Vodafone last Thursday or Friday - who hadn't seen anything like this before. As soon as I called them, my SIM card was blocked and they said that the fraud would be investigated. They didn't tell me at the time - which I later found out - that my phone would be blocked for a further 10-14 days.

I spoke to Vodafone AGAIN this evening to try and get my phone back on. This guy was dreadful. Had me on hold for 25 minutes while he spoke to the fraud team. He said that he couldn't do anything to cancel my account as it looks as though i'd taken an upgrade which obviously affected the contract end date to 2015. He told me to go onto the website and send them an email giving my 30 days notice to cancel.

I said to the guy that why would I want to continue another month when my contract would have ended tomorrow (without the fraud) when I'm not getting the use out of my phone for 10-14 days of that?

I want my contract to end when it should have - on 19th November. I've already cancelled the DD as I was worried that they would have charged me the £57 since they STILL haven't changed my address back to the correct one!

Does anyone know what I can do??

grumbler

MrsM2B wrote: »

I've already cancelled the DD as I was worried that they would have charged me the £57 since they STILL haven't changed my address back to the correct one!

The worst thing you can do when dealing with Vodafone unless you don't care about your credit history that they will trash routinely.

Does anyone know what I can do??

Keep complaining and try to get to some competent people that are very rare in their CS.
Wait for their web reps to reply to this thread or, much better, contact them proactively as they advise in other threads, e.g. in this one just a few lines below: Vodafone sales of goods quibble

Vodafone

Hi MrsM2B,

I'm sorry to read about your recent experience.

To enable me to get this looked into could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK