Vodafone being useless!!

jjj1980

Absolutely disgusted with Vodafone. My phone was stolen today and after speaking with a store and call centre it turns out the requested insurance was only set up on one of two phones linked to the account!! not the phone which has been stolen!! the insurance has only been activated on the cheapest of the two, despite it having been requested for both. The insurance and complaints team seems unwilling to do anything.

The account holder asked at the time (october 2013) and since for the billing to be changed to paper from online as they were unable access them and this has not been done. So when asked by the call centre why the lack of insurance charge was ot spotted on the bill and the above was explained, a better answer than "oh right" was expected.

No mention of being able to request a replacement SIM was mentioned by either the Scarborough store or the call centre. This was only found by internet research and despite a further call, has still not been sorted!! Between the two parties linked to the account, there is a combined total of over 30 years custom with Vodafone. As soon as the contracts are coming to a finish, this custom will be lost without hesitation unless this matter is sorted and fast!!

Also to be told it would be £500 and more to get out of the fixed term without being advised that a SIM free version of the same phone is available for much less with a free replacement SIM of the existing contracted number is disgraceful.

daytona0

jjj1980 wrote: »

Absolutely disgusted with Vodafone. My phone was stolen today and after speaking with a store and call centre it turns out the requested insurance was only set up on one of two phones linked to the account!! not the phone which has been stolen!! the insurance has only been activated on the cheapest of the two, despite it having been requested for both. The insurance and complaints team seems unwilling to do anything.

The account holder asked at the time (october 2013) and since for the billing to be changed to paper from online as they were unable access them and this has not been done. So when asked by the call centre why the lack of insurance charge was ot spotted on the bill and the above was explained, a better answer than "oh right" was expected.

No mention of being able to request a replacement SIM was mentioned by either the Scarborough store or the call centre. This was only found by internet research and despite a further call, has still not been sorted!! Between the two parties linked to the account, there is a combined total of over 30 years custom with Vodafone. As soon as the contracts are coming to a finish, this custom will be lost without hesitation unless this matter is sorted and fast!!

Also to be told it would be £500 and more to get out of the fixed term without being advised that a SIM free version of the same phone is available for much less with a free replacement SIM of the existing contracted number is disgraceful.

Well I am kinda thinking that because you are posting on behal o the account holder then they may nnot be completely computer literate and as such there may have been a misunderstanding on the phone regarding insurance which COULD have been the account holder's mistake as it were. That might not be the case but I'm just speculating why you are posting the problem and the account holder isn't. Could just be that it was your phone though I guess..


So one begs to ask;

1. Why YOU didn't set up your insurance on your phone?

2. The account holder asked to change to paper (is someone so deprived o internet access as to result in them having no access at all? Or does my 1st paragraph have some truth?) but they didn't. Again thinking about my 1st para post but were this not to be the case, why wan't it queried in November 2013 or December 2013 etc ?


These points kinda point to the OP's responsibility to ensure that the policy was correct

I would consider taking the "can I have a call transcript" route with the October 2013 call and have a read regarding what was said. Should it be the case that they've not actioned a change then you might get a goodwill gesture, but you are really going to struggle getting anything with the argument you laid out at this time. Unless they've mislead the account holder then you aren't likely to get anything.


Try and speak to a manager there as they may be able to sort it out quicker

jjj1980

daytona0 wrote: »

Well I am kinda thinking that because you are posting on behal o the account holder then they may nnot be completely computer literate and as such there may have been a misunderstanding on the phone regarding insurance which COULD have been the account holder's mistake as it were. That might not be the case but I'm just speculating why you are posting the problem and the account holder isn't. Could just be that it was your phone though I guess..


So one begs to ask;

1. Why YOU didn't set up your insurance on your phone?

2. The account holder asked to change to paper (is someone so deprived o internet access as to result in them having no access at all? Or does my 1st paragraph have some truth?) but they didn't. Again thinking about my 1st para post but were this not to be the case, why wan't it queried in November 2013 or December 2013 etc ?


These points kinda point to the OP's responsibility to ensure that the policy was correct

I would consider taking the "can I have a call transcript" route with the October 2013 call and have a read regarding what was said. Should it be the case that they've not actioned a change then you might get a goodwill gesture, but you are really going to struggle getting anything with the argument you laid out at this time. Unless they've mislead the account holder then you aren't likely to get anything.


Try and speak to a manager there as they may be able to sort it out quicker

I'll try and answer the points above.

The account is in my mum's name, with both hers and my phone linked to the account. My mum is not comfortable using the Internet but as it was my phone that has been stolen, it makes more sense for me to be the one posting.

The access to the online billing has never worked correctly and she has tried numerous times to get it changed and it doesn't seem to work. As the direct debit goes out every month, in one payment for both price plans, there has never been a need to query it further.

The upgrades done in October 2013 were done in store so that will be a priority visit today.

As insurance was requested on both, there was no need to look into separate insurance for my phone and neither mine nor my mum's house insurance would cover it anyway. My mum's house insurance states it must have been lost whilst in her possession to allow a claim and mine states any contracted phone would have to be in the name of the policy holder. Hence asking for insurance on both phones in store.

Vodafone

Hi jjj1980,

If you still need help with this, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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