Vodafone won't let me complain!!

Richard_L

I am in a very similar position. The outcome of dozens of e-mails, several phone calls, several very long livechat sessions is that "They can't accept complaints" !!!! Part of me thinks it's a brilliant business concept - "complaints? - no we don't do them" During my last livechat I asked the question nicely TEN TIMES "Please tell me how to lodge a formal complaint" and they refused to answer it or ignored the question every time. Incredible. Surely the ombudsman should get involved to tackle such obstructive behaviour.

DCFC79

Richard_L wrote: »

I am in a very similar position. The outcome of dozens of e-mails, several phone calls, several very long livechat sessions is that "They can't accept complaints" !!!! Part of me thinks it's a brilliant business concept - "complaints? - no we don't do them" During my last livechat I asked the question nicely TEN TIMES "Please tell me how to lodge a formal complaint" and they refused to answer it or ignored the question every time. Incredible. Surely the ombudsman should get involved to tackle such obstructive behaviour.

Have you read the how to complain on vodafones website ?

Ferrety_2

My last conversation was particularly hilarious. He told me there's a complaints form on the website. So I asked him to kindly give me the URL so I could type it in. He went to ask someone, then came back saying actually there isn't. So I asked him to log my complaint. He said the person who put me though (to make a complaint to him) was the only one who could do that. So I asked him to pass me back over. He said he couldn't do that...:rotfl:

I'm beyond caring now - they're clearly not going to refund me the £20 they filched off me, let alone actually compensate me for three days of enormous stress and bother.

So I've got them on live chat now. I simply popped then over a copy of their own complaints procedure, then stated 'I am making a complaint', then outlined it and informed them I had recorded a copy.

I'm just awaiting a 'manager' now. Only the third operative - how many do you reckon I'll get through in this chat.

Still, I've now got evidence of my complaint being made. I'll just pop it though to the Ombudsman in 8 weeks.

skintpaul

check the 'ceo email' site, to contact the big cheese (or at least his deputy..)

Failing that, a good rant on twitter / facebook etc always helps!

Ferrety_2

Sorry this is so long, but this is what making a complaint to Vodafone looks like:

Manuj : Hello, you are through to Manuj , I will be investigating your complaint today, please can you let me know the details of your issue.
: I am making a complaint.
Manuj : Hi XXXXXX!
info: A copy of this chat conversation will be sent to XXXXXX at the end of this chat.
Manuj : Good evening.
: This is my complaint: I ported my number to Vodafone on Friday. I topped up with £20, then used it to buy a £20 Freedom Freebie. At this point, the credit was taken form my account, but the Freebie credit wasn't added. When I phoned 191, the operator said there was a problem with the system and it would take 1-24 hours. This was already very annoying as I was on a trip for the weekend for work and needed web access. After 24 hours it still hadn't been applied. I had to manage at work all weekend away from home, unable to call or text. On Sunday, afternoon, I tried 191 again. I have been told several times you can't complain there, or put on hold for 20-25 minutes. This was during 5 calls, over about two hours while I was on a train. I finally managed to get my PAC code, from a rude man called Vinnie who said it isn't his job to know why the website says you can complain on 191 - because you have to write to complain. My number is thankfully porting away from Vodafone tomorrow, but I am £20 out of pocket and Vodafone are refusing to let me make a complaint.
: You now have a written copy of my complaint and I have written evidence that it has been made.
: I will submit this evidence to the Ombudsman in 8 weeks' time, as per your complaints procedure.
: For your information, this is your complaints procedure from the Vodafone website - no one at Vodafone seems to know it, so I'm sending you a copy: Vodafone Customer Complaints Code This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman. If you're not happy with our service and would like to complain, call 191 from a Vodafone mobile (25p for the call) or use Live chat. If you’re calling from abroad, or from a different phone in the UK, see the numbers at the bottom of this page. The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints. We’ll do everything we can to get it all resolved within a week. If it takes longer, we’ll give you updates at least once a week. If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free
: of charge. You can find out more on their website, or call them on 0330 440 1614 or fax them on 01925 430 049. Alternatively you can write to: Ombudsman Services Communications PO Box 730 Warrington WA4 6HL You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.
Manuj : I apologise for the inconvenience caused due to this matter.
Manuj : I regret the level of service you received from us as this is not the way Vodafone believes in serving its customers.
Manuj : Your comments about the disappointment are highly appreciated and this will be used as a feedback for our future business.
Manuj : The incident you have highlighted will not only assist us in improving the service we provide in the future but it will also be used to further develop and improve our ongoing training program.
Manuj : The pay as you go team will definitely help you with this.
Manuj : In order to get the issue resolved, I'll have to transfer this chat to our dedicated Pay as you go team. Shall I go ahead and transfer the chat?
: If you want. My complaint has now been submitted so I will await a response, then submit it to the Ombudsman in 8 weeks, as per your complaints procedure.
Manuj : The pay as you go team will definitely help you with this.
Manuj : In order to get the issue resolved, I'll have to transfer this chat to our dedicated Pay as you go team. Shall I go ahead and transfer the chat?
: They haven't helped yet and I've been in contact six or seven times, but you can pass me over if you like. I just wanted to make sure my complaint was submitted and I have written evidence of this now.
Manuj : There may be a wait time of 5-7 minutes, sorry for that.
: It's usually about 25 minutes, so that's not as awful as usual.
info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with Reba.
: I have made a complaint. I just wanted to make it in writing. That's done now.
: I have a record of it for the Ombudsman now.
info: A copy of this chat conversation will be sent toXXXXX at the end of this chat.
: You still there Reba?
: I have also taken copies of this chat in case the transcript isn't emailed to me.
Reba: Hello, you're chatting with Reba, one of Vodafone's online customer service specialists. Allow me a moment to go through the conversation you had with the representative who transferred your chat over to me
Reba: Allow me few minutes
: Are you still there?
Reba: Yes XXXXXX.
: ok
Reba: Please be online my manager is getting connected.
Reba: I'll transfer it to my manager.
: Are yo ustill there?
Reba: Please be online my manager is getting connected.
Reba: I'll transfer it to my manager.
: You said that before...
Reba: Yes my manager is in meeting please stay online.
: I might need to go soon, as I've spent hours trying to make a complaint to Vodafone. I now have a written copy of the complaint being made though, which is what I need for evidence to send to the Ombudsman, so that's fine.
info: A copy of this chat conversation will be sent to XXXXXX at the end of this chat.
Reba: XXXXXX I understand
Reba: It must be frustrating for you.
Reba: Please allow me few minutes.
Reba: Manager is getting online.
: Not really - Vodafone have tried to refuse to let me submit my complaint, but I've submitted it now and have the evidence of that. If Vodafone don't sort it I'll simply submit it to the Ombudsman.
info: Please wait while I transfer the chat to Roanna.
info: You are now connected with Roanna.
Roanna: Hi XXXXXXXX, how are you doing today?
: Hello Roanna. I have submitted my complaint. and taken copies as evidence that it's been submitted to Vodafone.
Roanna: Ohh.
: I know from several previous live chats and phone calls that Vodafone won't or can't sort anything out, so I simply want to submit my complaint and take a transcript, which I've now done.
Roanna: If you allow me few minutes I will go through your above conversation.
Roanna: And will see what best I can do for you.
info: A copy of this chat conversation will be sent to XXXXXXXX.uk at the end of this chat.
Roanna: Thanks for your patience
Roanna: I can see that your query is regarding £20 freebee.
Roanna: Just to confirm do you still have Vodafone active number with you?
: I am porting away from Vodafone tomorrow.
Roanna: Okay.
Roanna: can you please help me with the number you need help with?
: XXXXXXXXX
Roanna: Thanks.
Roanna: please be online while I check this for you.
Roanna: Please help me with 3rd and 4th digits of PIN set up on your account.
: X and X
Roanna: That matches our records! Thank you for verifying your details.
Roanna: Please allow me minute while I check your account details.
Roanna: Can you please confirm when you had £20 on your account to activate freedom freebee?
: Friday 07/05/15
: Sorry, 08/05/15
Roanna: Thanks for your patience.
Roanna: XXXXXXXXXX, I can see that you already requested to disconnect your account from here
Roanna: This is why I am not able to access your account.
: No I haven't.
Roanna: But I can see that request to disconnect.
: Why would I do that - I asked for a PAC code to port my number tomorrow. When was this request made and by who?
: I will be furious if my number is lost - I have used the same number for many years and need it for work.
: This is now a very serious matter indeed.
Roanna: I can see that your already requested for Port out.
Roanna: And you have received PAC code also.
: Yes. That's correct.
Roanna: And you are already raised the request to transfer the number tomorrow, is this correct?
: Yes.
Roanna: Okay.
Roanna: This is why we are not able to access.
Roanna: As I can see the request has been already taken.
: So Vodafone are unable to deal with my complaint. If that's the case I can take it to the Ombudsman immediately, without waiting 8 weeks.
: Can you confirm that Vodafone are unable to solve my complaint please?
Roanna: I am sorry but i will be able to help you if I am able to access your account.
: So you are unable to solve my complaint. I understand the next step is for me to take it to the Ombudsman - is that correct?
Roanna: As I am not able to access , I won't be able to see the details.
: So you are unable to solve my complaint. What happens next in the complaints procedure, please?
Roanna: you can get an address from our website to raise the complaints.
Roanna: Once you will raise it, you will get revert from them within 24-48 hours.
: I have raised the complaint. I have it in writing from this conversation. My complaint has been made, so I am waiting for Vodafone to solve it. If they can't, it will simply be taken to the Ombudsman.
: Do you need a copy of Vodafone's complaints procedure to read? Here you go: No one at Vodafone seems to know it, so I'm sending you a copy: Vodafone Customer Complaints Code This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman. If you're not happy with our service and would like to complain, call 191 from a Vodafone mobile (25p for the call) or use Live chat. If you’re calling from abroad, or from a different phone in the UK, see the numbers at the bottom of this page. The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints. We’ll do everything we can to get it all resolved within a week. If it takes longer, we’ll give you updates at least once a week. If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.
: You can find out more on their website, or call them on 0330 440 1614 or fax them on 01925 430 049. Alternatively you can write to: Ombudsman Services Communications PO Box 730 Warrington WA4 6HL You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.
: So someone should be in touch within a week.
: I will wait for them to contact me then, shall I?
Roanna: Yes.
Roanna: I am sorry that I am not able to resolve your query.
Roanna: I hope you understand this.
: If they don't get in touch within a week, do I then contact the Ombudsman? The Vodafone complaints procedure says they will be in touch within a week.
: I only ask because over the last few days, several people have said they will phone me back, but they haven't.
Roanna: Yes, you will not to contact them.
Roanna: You will surely receive reply from our complaints team.
: Ok, thanks.
Roanna: You are welcome.
Roanna: I am sorry that i am not able to help you.
Roanna: I hope you understand this.
: I ddin't expect you to - I have contacted Vodafone around 8 times and no one has been able to help.
: I simply got in touch to make my complaint and record a copy of it.
Roanna: I really apologize to you for this.
Roanna: Is there anything else I can do for you today?
: No worries, I have a copy of it for the Ombudsman now - I'm sure they will be able to sort it out.
: No thank you.
Roanna: have a great day ahead.
Roanna: Bye and take care.
: Bye!
info: A copy of this chat conversation will be sent to XXXXXXXX at the end of this chat.
: Please can you end the chat so the transcript is emailed?
Roanna: sure.


Only took about an hour and a half! Right - complaint made.

mobilejunkie

I think most Vodafone customers already know exactly what a complaint looks like.

Silk

Ferrety wrote: »

Silk, you've posted that elsewhere as well, but why would a customer who is looking to complain be trawling through the 'about us' section of a website or clicking on code of practice?

All I did was put "complaint" in the search box on the site which brings up a results page.
"Help me"... top result ...."how do I make a complaint"

Sorry to hear you aren't happy. To start with, just chat with our Customer Services team and they’ll do their best to help.
If you still want to make a complaint, you can find out about our complaints procedure.

The link takes you to the code of practice page I quoted earlier ....took me about 10 seconds hardly rocket science

Ferrety_2

Finding the complaints procedure isn't the problem silk - the problem is iit doesn't allow you to actually make a complaint.

What I posted is the complaints procedure - no, it's not rocket science, but people are frustrated because if they try to follow the complaints procedure (which I've copied in above) the operative simply refuse to take the complaint.

The problem with Vodafone isn't that there isn't a complaints procedure - the problem is that there complaints procedure directs you to operatives who don't know the procedure and refuse to acknowledge it.

The complaints procedure doesn't say, at any stage to write to them - so why would anyone do that?

It says use 191/live chat. As my transcript shows I have exhausted the complaints procedure at this point.

C_Mababejive

They are probably like a lot of these companies,,they have on line chats staffed by some people in an office in Vanuatu who only run off scripts. Simply write to vodafne and use the word complaint on top of the letter. If you dont do that then it isnt a complaint.

Silk

Ferrety wrote: »

Finding the complaints procedure isn't the problem silk - the problem is iit doesn't allow you to actually make a complaint.

You seemed to be saying it was a problem though ???

Ferrety wrote: »

What I posted is the complaints procedure - no, it's not rocket science, but people are frustrated because if they try to follow the complaints procedure (which I've copied in above) the operative simply refuse to take the complaint.

They get frustrated because the problems don't get resolved straight away if ever they do.....it seems from the glance over your script that you made a complaint but because you had put in a porting request to terminate they were unable to access your account.
Either way you did put the complaint in as the conversation from the operative starts off by saying ...
Manuj : Hello, you are through to Manuj , I will be investigating your complaint today, please can you let me know the details of your issue.

Ferrety wrote: »

The complaints procedure doesn't say, at any stage to write to them - so why would anyone do that?

It does though it says....
By letter

Write to:
Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

Ferrety wrote: »

It says use 191/live chat. As my transcript shows I have exhausted the complaints procedure at this point.

No you haven't exhausted it, you have completed the first stage, you now have the option of writing to them or to the Ombudsman in eight weeks if not resolved.


I'm no fan of Vodafone either but in order to get resolution you have to follow the procedures