Vodafone Complaint - Ombudsman

Johnmcl7

A_Flock_Of_Sheep wrote: »

Why people still join Vodafone when this forum shows them for the rubbish outfit they are I don't know. I can only assume the majority of their customers don't use MSE

I don't find any of the other mobile providers to be any better and at least with Vodafone the web relations team could sort out issues. I've had disasters with O2 and Orange after a contract finished and I couldn't find anyone in either company to get it sorted out. O2 in particular decided to bill me an extra year in advance on my closed account and then sent debt collectors after me when the amount was refunded back to me. I realise they have no legal rights but frankly they're a pain in the neck to have to deal with particularly when it was entirely O2's fault.

John

YaoSong

Customer Service is poor across the board for all providers, but I would say that in my experience Vodafone are at pretty low point right now. There have been a number of reports and it's fairly obvious from the different forums that Vodafone are clearly struggling in this area. The CEO even acknowledged it in his blog last year but I've seen little effort or any improvement since.


The Ombudsman generally require a deadlock situation but it's not an absolute necessity. I started my case early because it was clear that the intentions of all the different Vodafone parties (including the CEO office/director support) were or had failed to deliver on their commitments. The only thing you should be doing is recording and logging everything.


Log dates, names and topic.
Record (use apps like resolver, etc) conversations but ensure you notify the agent at the start.
Try to remain firm and not too emotional (that's difficult and I accidently swore although not at the agent once)
Always request emails summarising the conversation and make sure you get that agent's full name.


These evidence is important for the case with the Ombudsman. Even Twitter posts are used.


Hope that helps.

Carole1910

I started with problems in September. Eventually after a lot of phone calls & upset I was told I would get £100 paid into my account. I was told this would go in 10 days from the 30/12/15. I phoned up after 10 days then they told me it would be 10 working days so to phone on Thurs which I did & they told me it had been paid in but because it wasn't showing on my account it probably wouldn't be released until midnight & to phone the following day if it hadn't gone through. It still didn't appear on my account so I phoned again. I was more or less accused of lying & had to email proof that I hadn't received the money. I went to the bank got a bank statement & emailed it. I phoned up on Saturday to see what had happened to my money & was told I'd sent it to the wrong email so she was unable or retrieve the email so she text me the correct email I ended the call to read my text resent my email to the correct email phoned 2 minutes later & was told that he wouldn't be able to access my email till Monday morning? I was fuming. Vodafone replied to my email & directed me to Vodafone chat who said there had been a technical error &'the money hadn't been released but she could sort it out to be paid in on Mon or I could go into to store with a reference number she's given me to do so myself. I phoned Vodafone this morning who told me they were still unable to get to my email &'would have to wait 7-10 days for a reply. So I went into store with my ref number the staff there just looked at me daft & said they couldn't help &'to phone Vodafone although there had been £100 credited to my Vodafone account on that day & I saw it for myself. It should of been paid into my bank. I phoned Vodafone yet again who informed me that the money had to be put into credit 1st before the refund then she said that £100 had infact been put in credit on my Vodafone account in Dec &'there for there was only £8 left of the money. This can't of been right as I was given 2 months free line rental in Dec because of all the problems I'd had previously so yet another lie. Vodafone have had me reduced to tears because of all there lies. Every advisor has told me a different story. I have now been in touch with the ombudsman & I'm awaiting a response from 7.45-6.30 every day so I am unable to receive calls until 7 in the evening.
Please can someone help me sort this nightmare out
Regards
Carole

Seeraah

I am having serious issues with Vodafone and resolving a large bill they sent due to an error on their part. Last week I spoke to an advisor for almost an hour who was helpful, admitted their error and waivered the bill. Despite this, a huge sum has been taken from my bank account today. I have spoken to an advisor and chatted online to two advisors and there is apparently no record of a bill waiver on my account!
Vodafone have made error after error and I am so stressed about it! They can't give me an email address or a managers number. Don't know what to do next!

Thanks!

grumbler

Call your bank and claim the money bank under the DD guarantee.
Then call Vodafail and pay the correct amount.

diamonds

Voda IT system is crippled or hacked.

Vodafone

Hi Seeraah,

Apologies for the delayed reply.

If you still need help with this, email us via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we’ll check we’ve received it.

Kind regards,

Becky

Social Media Operations

Vodafone UK

chrisvillis3

I need help I'm sick and tired of ringing customer service about my Vodafone contact I've been ringing them so much I can go on the Christmas party:It took me a hole month to sort out my mobile internet many times being cut off told it's fixed,when cut off no one rings back so got to start again,rang them 3 times about my bill to ask if I can pay it a bit later(4days) said yes then 3days in a row took it from my account spoke to them each time and they put it back and took it again now I've got bank charges:I have lost the will to ring them anymore I'm so depressed about it(I got mental health issues) I have been speaking to my support team they want to help but I can't go through with it it's getting all to much:: Can somebody help please

mobilejunkie

Follow the constant advice on the main Vodafone complaints thread (start on the last page and work backwards).