VodaFone Denying Ombudsman Decision -

davidious

Vodafone are denying they have had any communication with the Ombudsman. at all even as Far to Say that I still have register a Case.

Ombudsman have Told me that On 17th Jan, They Communicated, There Decision to them. I have called More Than Once.

Vodafone official response is you can take this chat as confirmation that on the 31/01/2015 we have not received any communication from them.


I understand Vodafone have up to 28 Days but they are flat out denying they have had any Communication with the Ombudsman to the point of Ombudsman Is Lying.

grumbler

Very odd way of using capital letters, not to mention "The" instead of "they" and "There" instead of "their"...

Vodafone have 28 days to investigate your complaint from the day you initiated the procedure. After this you can take it to the ombudsman.

As the ombudsman has already made the decision, 28 days are not relevant anymore.

Like Vodafone suggest, take the chat transcription to the ombudsman and let them find out where the 'communication' went wrong and to sort this out between them.

cklass

The Ombudsman made a decision regarding a complaint I made about Vodafone in December. It took a few weeks, but Vodafone eventually sent me a letter of apology and they asked me to call their Executive Office to arrange payment of the financial award.

It's possible that only the Executive Office handles communication between Vodafone and the Ombudsman, so Customer Services may not have access to this information. I think you should wait for the 28 days to pass and then, if you still haven't received any communication from Vodafone, you should contact the Ombudsman again. They are responsible for enforcing their decisions.

grumbler wrote: »

Vodafone have 28 days to investigate your complaint from the day you initiated the procedure. After this you can take it to the ombudsman.

As the ombudsman has already made the decision, 28 days are not relevant anymore.

I think the OP is referring to the deadline the Ombudsman has set for Vodafone to carry out the agreed actions.

chanz4

online chat wouldn't have access, like executive complaints teams do

davidious

It was not just online Chat but Customer relations Chat.

Its frustrating when I just want to use my Phone Again as it has been going on since October.

cklass

I doubt even their Live Chat Customer Relations team have access to this information. The Executive Office is UK-based whereas the Live Chat team are based in India.

Hopefully, you will hear from Vodafone in the next week or so. It took a few weeks for me to hear from them, but it was within the 28 days they were given by the Ombudsman.

grumbler

If the Live Chat, whatever chat it is, doesn't have access, they have clearly say this instead of lying. Then they have to explain the customer how to contact a competent person or arrange this person to contact the customer.

Yet another reason for a next complaint.

chanz4

why not just call them, one call to exec complaints would solve.

d123

chanz4 wrote: »

why not just call them, one call to exec complaints would solve.

I've PM'ed the OP contact details for the Executive Office (it's pointless posting them as the Vodafone Rep goes crying to MSE and the post is either censored or deleted).

The OP has been given a phone number and email addresses to follow up with.