Vofafone wrt135 - wrt - do not join vodafone

mcginleye

Hi,

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.

DCFC79

Don't know why you added wrt135 to the thread title.

mobilejunkie

Because they've misunderstood the instructions for contacting the Web Relations Team and think that's how it's done.

Vodafone

Hi mcginleye,

I've replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

ActionTom001

Hi having a real issue with an account i cancelled aug 2015. cancelled dd early my bad. could no longer get through on the phone so posted a cheque which was duly cashed. now no record of cheque so debt collecters have become involved. cant seem to get this resolved as no one seems to have power/responsibility to do this.
help!

diamonds

Jesus can a mod join the main Voda thread to the Voda sticky please, nothing but more V threads daily.

YaoSong

diamonds wrote: »

Jesus can a mod join the main Voda thread to the Voda sticky please, nothing but more V threads daily.

I'm thinking we just leave a message pointing to the sticky one in the main Vodafone thread and lock it straight away. After that, unless they are unique questions we point them to the sticky thread at the top.

diamonds

YaoSong wrote: »

I'm thinking we just leave a message pointing to the sticky one in the main Vodafone thread and lock it straight away. After that, unless they are unique questions we point them to the sticky thread at the top.

Sounds fair enough, but it may be helpful for others to see info on the (old) main thread that will fall into oblivion with no posts.

If you close that thread but not merge it I think the sticky needs a link to it for references in it because there is useful info in it besides clutter (from previous merged posts)



Might be useful if we hit spam on new Voda threads then the mods are alerted and can move it to the V sticky merged or otherwise.




Martin really needs to do in his email a three step thing when dealing with telco complaints, how we consumers want our complaints system, because the legislation says they must protect us.

1 Contact telco about matter with a set number of (3/5) days from first enquiry for resolution


2 Record complaint intent and first contact of issue and date, that issue not resolved with Ofcom who are duty bound to record such (with trained staff to advise if the matter is indeed a breach and the telcos complaints procedure should be started)


3 Start the Complaints Code Of Conduct with Ofcom reference number.


Consumers are letting telcos away with too much, its time we addressed such with Martin and a better standard of resolution and complaints handling via a public petition and enforce Ofcom to tighten its own regulations because it will not do it alone, because itis only a never ending cycle about who is the worst in the quarter...and ALL complaints are not recorded with Ofcom only a small number of them are, so the quarterly results are not indicative of reality of complaints numbers nor which companies.


Ofcom by law has to protect consumers and collect data on such, the current complaints system and code of conduct is not recording ALL complaints and thus not protecting consumers over the interests of their licence holders, Ofcom is meant to be impartial thats why resolution services are out house as per the legislation.


BUT not recording every compliant to then start the code of conduct approved complaints process as per the legislation IS not impartial to its licence holders.

And thus, Ofcom is failing its duty under statutory instrument. RECORD ALL COMPLAINTS for the protection of consumers passed to telcos complaints process then failing resolution a independent Ombudsman investigation, but Ofcom should assist consumers in doing such because they know the conditions placed on their licence holders via UK regulations, legislation and EU directives.


They only need to outsource the investigation part, there role is to protect the consumer under the Communications Act 2003, of which they fail on by not recording ALL complaints prior to submission or assisting with such further submissions to a Ombudsman against a telco who cannot resolve its conflict between itself and its customer.



Simply Ofcom breaches its governing legislation, and yet who is championing with and for us consumers to make it happen and make Ofcom record and assist for 'consumers' as it is duty bound. No-one, several MP's I spoke to were hopeless and I have no idea with the simpleton brains how they got there.


Have a read of the Communications Act