Vodafone service

stuartbe31

I have had a problem with Vodafone for the last month since the launch of the iPhone 6 Plus.

I ordered online.

I tried in vain to cancel the order for several days but after being cut off the live chat and cut off the phone, placed in a queue for 55 minutes to the wrong department (put through by another advisor) and promised numerous call backs the order was processed and £129 was taken from my credit card.

I had a very similar experience trying to return the phone, including being accused by a manager of being personally insulting (which I wasn't).

Eventually I returned the phone in the Royal Mail bag provided.

RM confirm delivery on 3rd October 2014. I was told that after receipt of the phone, any money due back to me would be refunded.

Several days later I called to chase it up and was told that someone needed to check the warehouse and would recall me the next day. this is one of many call backs I have never received.

On 13th October I was told I was due £74 back as a bill had been generated. I never opened the phone or used the SIM card. I was assured that the bill will be credited back to the account and the £129 returned. Then I should call in 48 hours to process the refund.

I gave them an extra day and when calling was again told I was due £74. Someone else now assured me this would be processed.

As a backdrop to this, I have tried numerous methods of complaint to the company without reply, other than an email to the CEO office which resulted in an apology and offer of one month line rental. This was several weeks back and whilst I was waiting for the returns envelope so i accepted the apology thinking all was sorted.

I have used the live chat and phone to confirm yesterday that the refund was being processed. I was called by the twitter team of all people (I had contacted them via twitter too in my attempts to get a reply from SOMEONE) and he said there was an issue with the refund being processed the wrong way and it would be done again, this time to my credit card. He passed me to the refunds (?) team.

As soon as I mentioned, as part of the lengthy tale that I have to tell EVERY time time I call, that I had complained to the ombudsman he refused to deal with me. He went away and came back stating "as this is subject of the ombudsman now I can't deal with it. If you continue to ask questions I will terminate the call."

I tried to ask why he was taking such a tone with me and why can't the refund still be processed as the complaint was about service and he cut me off!!

Where do I now stand anyone?

I am due the money and they clearly acknowledge this.

I have raised this with barclaycard and they have said they can try and reclaim the money.

Is this something the Ombudsman would look at?

About 12 hours on the phone and chat with them and I am now completely stuck!!

Any help and advice or feedback will be hugely appreciated.

Thanks

mobilejunkie

You've learned about Vodafone as many do - the hard way. Call back - you are joking!

Contact the Web Relations Team - see the Vodafone complaints thread (take you pick as to which one) as to how. Everything else will simply escalate your problems, not solve any of them.

Vodafone

Hi stuartbe31,

Thanks for making me aware of this.

I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

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Vodafone UK