Vodafone issues rep required

mcginleye

Hi,

WRT135 - WRT

I'm having a nightmare time since I joined Vodafone since November 2014 when I took out 2 x new iPhone 6 accounts leaving O2 and EE. From the 01/12/2014 both numbers lost all data access and my number never ported to Vodafone from O2. I spoke with Vodafone everyday for 3 solid weeks with no resolve and incorrect information from each member of the team spoken to. The first week of Jan my BF data returned but his number continued to split and very few people were able to contact him as did mine for 5 months!. On the 06/02/2015 at 3.30pm my data returned.... day I remember perfectly! However my number continued to spilt and whenever I contacted Vodafone and gave my number no one could source the account although I was receiving a limited service regarding calls and texts. You can only imagine the impact to our professional and personal lives due to Vodafone.
In January 2015, 5 days prior to the bill date, I called Vodafone again as I did at least twice weekly every week. The customer service representative decided to cancel the direct debit for the account as he agreed that continuing to take money from a customer and not providing a service was unfair. He advised that he would ensure the number completed porting and that the service would be resumed and he would be in touch to restart the direct debit. I was in complete agreement. From that date until Mar, we received no contact from Vodafone by telephone, mail or email.
We put forward a mortgage application in March 2015 only to be told it had failed due to a credit report default. When I logged into Experian, there it was - Vodafone had updated my account to 2 late payments and arrears of ~£136. I contacted Vodafone again that very day - and everyday after that only to experience the stress that I had from November to February all over again!! Again every advisor had a different version of events, even some being very insulting - one told me "it is simple Ms McGinley - you had no money in your account"!! It took over 14 working days for Vodafone to update the account to reflect the correct information.
Yesterday, I received an email from Experian to advise that Vodafone quality assurance department have conducted an investigation & advised that the account was in late payments from November to February and the account will be updated to reflect this!! We are mid mortgage just completed valuation and awaiting offer of mortgage and this is happening again!!! We are stressed beyond belief with Vodafone.
I have asked to speak with a Manager a hundreds times, 8 of which I have expressly asked was documented - I have never received this call!!
I'm at a loss to what I can do. I'm currently in talks with the Ombudsman as Vodafone do not deal with complaints as per their policy on their website - not by any stretch of the imagination! No form of compensation has been offered. We still don't have voice mails and we never got access to our entertainment package. I'm tempted to approach media, we all know one newspaper that would be all over this!
Am I within my rights to cancel the contracts? I want to go back to a competent company, I cannot continue to experience this stress in my life.

Malmo

If you've exhausted the usual complaint routes, I'd suggest these methods:

There is an official Vodafone representative on this board. Try contacting this person through the link I've embedded.

Another method is outlined in this post.

The final method is through the CEO feedback page on Vodafone's website.

mcginleye

Thank you, I completed the CEO form online, but I will not hold my breath. Vodafone ethos is not to get back in touch with customers.

teffers

I think a letter before action may be your next step. If a company simply continues to ignore the situation that it has put you in by it's own errors then the focus created by court action is your only weapon.

Hopefully the Voda rep on here can help before it gets that far.

BlueKiev

Let the Ombudsman deal with the complaint. Don't waste your time with Vodafone.

Vodafone

Hi mcginleye,

As you've emailed our CEO, our Customer Relations team will get back to you as soon as possible.

Kind regards,

Lee

Social Media Comms

Vodafone UK

PaulW922

My Mum made the mistake of switching from EE to Vodafone around the same time. Like you, they failed to port her number properly, failed to answer any queries and eventually she lost her number of some twelve years use. In the end Vodafone advise there was nothing they could do and agreed to close the account - then guess what happened? They set debt collectors onto her. It was only a letter to the CEO that called them off. Even then Vodafone did not seriously address her complaint. They NEVER return any calls you make.

It wasn't just the poor service that irritate her but the complete lack of interest in sorting it out afterwards - I will be sticking with EE - they are not great but it would require real effort to be as bad as Vodafone.

Malmo

PaulW922 wrote: »

My Mum made the mistake of switching from EE to Vodafone around the same time. Like you, they failed to port her number properly, failed to answer any queries and eventually she lost her number of some twelve years use. In the end Vodafone advise there was nothing they could do and agreed to close the account - then guess what happened? They set debt collectors onto her. It was only a letter to the CEO that called them off. Even then Vodafone did not seriously address her complaint. They NEVER return any calls you make.

It wasn't just the poor service that irritate her but the complete lack of interest in sorting it out afterwards - I will be sticking with EE - they are not great but it would require real effort to be as bad as Vodafone.

My opinion of EE is very low and my credit history was trashed by administrative blunders at their end. Like you, it took a direct email to the CEO and Customer Services Director to get the attention it needed and the right outcome. I described the chain of events below:

https://forums.moneysavingexpert.com/discussion/4888238