Appalling vodafone customer service

richai1

My iphone 4s has been blacklisted by vodafone and they are not helping at all to get this blacklisting removed.

It all started 3 weeks ago when I registered a new sim for my wife and it seems part of this process has got my handset blacklisted. Despite more than 10 calls, hours on the instant chat , visiting the nearest vodafone shop twice (a 50 mile round trip each time) and raising 2 complaints with vodafone I havent got anywhere. I am constantly fobbed off with wait 48 hours and the blacklisting will be removed or we will email you with an update but nothing ever happens.

I have been told the phone is subject to a fraud case, that the phone has been stolen and also that the blacklisting has been a mistake.

It seems to me that whoever you speak to on the phone just wants to get rid of you (or update you to another contract/deal/plan as happened on one call which I had to get cancelled) knowing that they will never have to deal with you again. I have been 3 weeks without a phone now and frankly am getting really annoyed.

I have provided proof of purchase for the phone (done this twice now) which I have owned for 18 months but this seems to mean nothing to vodafone being as the handset wasnt bought from their store - it seems irrelevant that their sim has been in it for 18 months making and receiving calls.

I can assure you I wont be staying with Vodafone. It is shameful the way they treat paying customers.

Anyone else have experience of this and can advise what I need to do please? Im really fed up with just going round and round repeating the same information and being told that it need passing on to the blacklisting department when this has supposedly been done 5 or 6 times now.

As an update to the complaints - received an email today from vodafone regarding the complaint saying "We would like to address your query, but unfortunately are unable to clear the required privacy/security checks to respond. In order to get resolution to your query, please contact us through live Chat by Clicking Here where our dedicated team will be able to assist you 24x7." - what is the point raising a complaint about the poor service from chat, telephone and shop to then be told to use chat for the complaint.

jbainbridge

Not sure what to suggest but I noticed your update - I did an online complaint and got exactly the same reply. I also did the online email enquiry and again got a response saying it was not working - and to use online chat.

I've had enough and have now raised a complaint with the Ombudsman - though my issue has been ongoing for 60 days - which they require.

Vodafone

Hi richai1,

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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Vodafone UK