Vodafone - no customer service and indifferent to fraud

olias

Have been a vodafone customer for 20 years, but no more....

Took out new contract 2 months ago, last month recieved texts thanking me for buying extra services and changing address (not me - fraudulent). I rang vodafone and was told that someone added 3 extra phone lines to my account and changed the billing address. They admitted this was fraud and deleted them, re-instated my address and told me their fraud/security team would call to arrange increased security on my account - no call ever came.

Fortnight later, same happened again - called them and they cancelled it and told me their fraud/security would call - they never did.

Today recieved texts and emails saying thanks for changing your details?????? Rang them to query and was told that there were no changes and not to worry. I checked online and found that my billing address had been changed to one in coventry (I'm in the NE) and my contact email and phone number had changed. I looked on google street view and the address looks like a squat or shared house in a sh1tty area.

I rang vodafone back and spoke to a 'senior manager'- still not interested and they stated it was my fault and I must have been lax with my passwords!!!!!!!!!!!!! I asked to make a formal complaint

I rang the police and was directed to the national fraud intelligence bureau who recorded the details and gave me a crime number I was told I must pass this to vodafone. I also reported it to the neighbourhood police sergeant.

Was contacted by a 'senior senior manager' at vodafone who again showed complete disinterest and would not take the crime number. I asked to be released from my contract with no penalty and would return my phone as after three fraudulent issues in as many months I had no confidence in them as a secure provider. This was denied.

Next step will have to be the Ombudsman I guess....:mad::mad::mad:

Any thoughts?

Olias

bebewoo

Contact the ombudsman asap.
Keep all of your correspondence so far, make notes of all of your phone calls, crime ref etc. You are going to need it when vodafone start to chase you for the debts that have been run up in your name.
The systems at Vodafone are not joined up, and they do not care, in fact they will blame YOU for everything.

olias

Well apparently you have to give the company 8 weeks to resolve the problem before you can go to the ombudsman. So I guess I have to wait and see if the problem continues over the next 8 weeks before I take it further.

At least I have reported it now, to vodafone, the police and the fraud bureau, so I assume I cannot now be help accountable for any fraudulent costs should they occurr.

Olias

peter_the_piper

Reading your post surely you have already given them the time.

olias

Unfortunately it was only after the recent issues yesterday that I said enough is enough and asked to instigate a formal complaint.

According to the ombudsman website you have to allow 8 weeks from this time for them to follow their complaints procedure before you can refer it to them.

Waste of time as two senior managers have already indicated that they believe there is no problem and that they don't intend to do anything.

olias

olias

I've just been looking through their terms and conditions and have discovered this gem..........
'General

If you’re a consumer, the terms of this agreement won’t affect any legal rights you may have under any law, and which we can’t exclude.'

Now correct me if I'm wrong, but that sounds to me like they are deliberately trying to exclude as much as they can possibly legally get away with in terms of protection for the consumer.

Sounds like great love and care for their customers!:mad:

Olias

ShaneUK

I would still try the ombudsman as Vodafone appear to have washed their hands of the issue and are disinterested in continuing to assist you.

peter_the_piper

Sounds like they have recycled a number and the others are trying to take advantage of it.

Vodafone

Hi olias,

I'm sorry to read about your experience here.

To enable me to get this looked into further, 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

likelyfran

olias wrote: »

Have been a vodafone customer for 20 years, but no more....

Took out new contract 2 months ago, last month recieved texts thanking me for buying extra services and changing address (not me - fraudulent). I rang vodafone and was told that someone added 3 extra phone lines to my account and changed the billing address. They admitted this was fraud and deleted them, re-instated my address and told me their fraud/security team would call to arrange increased security on my account - no call ever came.

Fortnight later, same happened again - called them and they cancelled it and told me their fraud/security would call - they never did.

Today recieved texts and emails saying thanks for changing your details?????? Rang them to query and was told that there were no changes and not to worry. I checked online and found that my billing address had been changed to one in coventry (I'm in the NE) and my contact email and phone number had changed. I looked on google street view and the address looks like a squat or shared house in a sh1tty area.

I rang vodafone back and spoke to a 'senior manager'- still not interested and they stated it was my fault and I must have been lax with my passwords!!!!!!!!!!!!! I asked to make a formal complaint

I rang the police and was directed to the national fraud intelligence bureau who recorded the details and gave me a crime number I was told I must pass this to vodafone. I also reported it to the neighbourhood police sergeant.

Was contacted by a 'senior senior manager' at vodafone who again showed complete disinterest and would not take the crime number. I asked to be released from my contract with no penalty and would return my phone as after three fraudulent issues in as many months I had no confidence in them as a secure provider. This was denied.

Next step will have to be the Ombudsman I guess....:mad::mad::mad:

Any thoughts?

Olias

My only thought is that 'they're all the same'. I recently left Orange after years of contracts because they too turned out to be complete twossers.

olias

For some reason I recieved two automated replies -

5267750

5267675

All the info should be on my account, though the 'senior manager' read some of it back to me when requested and it wasn't all correct. He stated that it was vodafone who had discovered the initial fraud and took action, when it was actually me who contacted them to alert them!


I look forward to hearing from you.


Olias