Vodafone - no customer service and indifferent to fraud

Exile_geordie

Would the ICO be any use here as the people who have changed the address and taken out more lines under your name and account must have got the information from somewhere!

fluffnutter

Vodafone used to be pretty good on customer service. In my experience though, if something fairly major goes wrong they're utterly useless. Their call centre staff just lie to you - I doubt it's deliberate as such, simply that they trot out platitude after platitude, assure you that you have their 'personal assurance that everything is resolved' whilst seemingly doing nothing whatsoever to sort out your problem.

My advice - if you ever have a problem that isn't resolved at the first attempt, go straight to their complaints department. Don't bother further with phoning the call centre because you're clearly hit on a problem that their agents can't resolve and things will just get worse and worse.

My problem is resolved now so I have no rights to exit the contract without penalty but once it expires I will definitely be swapping provider.

Vodafone

olias wrote: »

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

Hi Olias,

Thanks for coming back to me.

I've received your emails and will get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

wonderman

I have been surprised at just how poor the Vodafone customer service is. Seem to be quite arrogant; didn't care less. Told me to look at my contract when I queried high charges - so I did look at it; read the 30 days cancellation clause and decided that was probably the best option.

On the same day I had occasion to speak to Richer Sounds - o boy what a difference they could not have been more helpful.

Vodafone

Hi wonderman,

I'm sorry to see this.

If you'd like any further help with things, 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

olias

Just realised I never updated this after being contacted by the vodafone rep.

Well it was a waste of time, he just trotted out the same lines that the call centre guy had given me. Stated that they were very concerned about fraud and would always work closely with the police to address it - he soon changed the subject however, when I asked in that case, why had they failed to take the crime reference number from me when I offered it?

I should have known better, but it became obvious that he wasn't there to help me, but rather to mitigate any bad publicity for the company on forums such as this.

I shan't be renewing my vodafone contract when my current one runs out.

Olias

fluffnutter

olias wrote: »

Just realised I never updated this after being contacted by the vodafone rep.

Well it was a waste of time, he just trotted out the same lines that the call centre guy had given me. Stated that they were very concerned about fraud and would always work closely with the police to address it - he soon changed the subject however, when I asked in that case, why had they failed to take the crime reference number from me when I offered it?

I should have known better, but it became obvious that he wasn't there to help me, but rather to mitigate any bad publicity for the company on forums such as this.

I shan't be renewing my vodafone contract when my current one runs out.

Olias

Yep, that pretty much mirrors my own experience.

catmiaow

I agree Vodafone customer service is awful.

Vodafone

fluffnutter wrote: »

Yep, that pretty much mirrors my own experience.

Hi fluffnutter,

I'm sorry to see that you remain unhappy with us.

I did offer to help you a few months ago when you posted here.

If you'd like me to take a closer look at things please let me know.

catmiaow wrote: »

I agree Vodafone customer service is awful.

Hi catmiaow,

If there's anything I can you with, 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

olias

Well my wifes Vodafone contract has just ended so she has moved to another provider. She rang up for a pac code and surprise, surprise she has been bombarded with phone calls (from UK based staff with understandable accents!!!) and text messages trying to get her to stay with vodafone. Pity they weren't so helpful with me............

Olias