Vodafone - Outrageous Customer Complaint

loganj83

On Monday I experienced without doubt the worst examples of customer service behaviour I have ever seen. When I phoned Vodafone Customer Services at approximately 17:30.

Initial Problem:

I have been a loyal Vodafone customer for years. & have 2 accounts with your company for 2 phones. Total monthly rental is approximately £120.

I phoned to query my November bill which is £604. Far higher than normal. I explained in the past few months I have been slightly over my data usage as my BT home broadband has been broken and I need to have the internet for work. I use the Vodafone App however to check my usage regularly and I have opted in to the usage alters.

I have also not queried any bill until now despite travel to the States and Hong Kong in the last few months.



1st Call

• The initial customer adviser was rude, abrupt, abrasive and adversarial Her command of the call and English was also exceptionally poor

• She told me I had opted out of the Vodafone text alerts

• I said that simply was not true and had text alerts from the 14th Oct and 23rd Nov to validate this

• I pointed out I received no text alerts between these dates

• I also pointed out for my October usage I only ever received one text alert stating I was over my limit once for 250 MB

• I flagged I use the Vodafone app and it only every showed -15GB of data usage at the end of October

• I also pointed out my usage had been consistent over the past few months and did not show data usage to these extreme amounts

• The customer service adviser was exacerbating and extremely unhelpful and a points told me I was misusing my data allowance and doing nothing about it. This is untrue and certainly not her place to say. As I have stated I have not disputed any charge until now

• The adviser also told me I was lying as she said I had told her I had never received text alerts - which per the above I never stated. It is also an outrageous accusation to make to a customer.

• I asked the call to be treated as a complaint / escalated to her manager or transferred to another adviser due to her unhelpfulness. The adviser refused multiple times

• I was told Vodafone had no complaints department - which is untrue.

• I persistent on insisting a manager call back which is now expected in the next 3 to 5 days. A timeline which is very poor.

• She also told me if I wanted to speak to someone else I would have to call back. This is absurd



2nd Call

• I immediately called. Vodafone again. The second customer adviser tried to be more helpful. But his attempts again were woefully inadequate. Although undoubtedly trying to help he made matters worse. His comments were also extremely troubling to me and I imagine also to Vodafone

• He stated I should have made a screen grab of the Vodafone app that showed only -15GB of usage in October

• I said I am not sure how anyone would have the foresight to do this. It would also be something that EE / O2 or anyone other operator would be aghast with stating as a recommendation. & was likely a comment Vodafone itself would frown upon suggesting

• He also said the explanation would also be due to the fact I switched to the iPhone 6 which uses more data than my previous iPhone 5S. I said this was ludicrous

• At this point it is worth pointing out I have now completed my MBA from the London Business School and have just started a VP role at Apple Headquarters in their Strategy Department

• Apple will be alarmed that their products are being blamed by poorly trained Vodafone staff and I will be escalating this matter internally.

• I asked to be transferred to the complaints department. I was transferred to upgrades. Upgrades then transferred me to cancellations who then transferred me back to customer services who then hung up.

I am horrified as to how I have been treated by Vodafone and will be cancelling my phones with your company.



The above calls fail to show treating customers fairly. Represents serious breaches in minimum customer standards and show libellous statements being made about companies in your value chain.

This level of service is simply unacceptable and if not resolved I am certain my complaint will be upheld by the Ombudsman.

I care passionately that customers are treated fairly and the service I have experienced falls far short of this. I will be

• Escalating this matter to my Apple Board line manager

• Contacting the Guardian & Daily Mail who continue to highlight outrageous Vodafone customer service practices

• Highlighting this outrageous treatment on the Vodafone & Money Saving Expert forums

• Escalating to the Ombudsman if this complaint is not resolved fairly



Regards,

John

mobilejunkie

So what's new? They've been like that for years, as the testimony of LOTS like you on here bears good witness. Asking a manager to call you back - from VODFONE?? Who cares about the timescale - you won't live that long even if your name's Methusala.

:rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

GRM

loganj83 wrote: »

• At this point it is worth pointing out I have now completed my MBA from the London Business School and have just started a VP role at Apple Headquarters in their Strategy Department

Ha, awesome.

thelawnet

LOL.

£120/month?

Why?

chanz4

if you work for apple, you will know that the apps use a lot and that iphone6 has more.

19lottie82

"At this point it is worth pointing out I have now completed my MBA from the London Business School and have just started a VP role at Apple Headquarters in their Strategy Department"

ROFL!!!:rotfl:

19lottie82

• Escalating this matter to my Apple Board line manager

let us know who that goes will you?

chanz4

I have escalated it to chief mr pear

Vodafone

Hi John,

I'm sorry to see this.

If you still need help, 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

Social Media Comms

Vodafone UK

d123

chanz4 wrote: »

you will know that the apps use a lot and that iphone6 has more.

Really?

What app use does the iPhone 6 have more of when compared to the iPhone 5s?