Need Help from the Vodafone Rep

Somerset

I'm hoping the Vodafone Rep will pick this up. I saw from another thread the info to use the contact form, entering code WRT135, quoting MSE and posting the reference number here. I've used the contact form but there was no reference number given.


Mine is a simple problem which is going to escalate.


I have a contract phone paid monthly by d/d - no issue till now. Last month (July) I asked Vodafone to switch the d/d from Lloyds account A to Lloyds account B. Same sort code but different account number. No problem, all done they said.


They have half arsed done it on their system. In 'my Vodafone account' the payment is showing as d/d from correct Lloyds account B. That's right. Except Lloyds account B has no Vodafone d/d set up/active because Vodafone haven't actually set it up. My current August bill of £26 is showing as having been paid although it hasn't - money hasn't left Account A or B, because Vodafone have attempted to take the funds from an account with no active d/d. This ( I assume will bounce back incurring late fee's from Vodafone ).


I'm getting no joy from Vodafone CS. They simply will not accept they have not set up a d/d on Lloyds account B. Their system says they have ( it does, but they haven't !! ). Latest conversation with them is wait till the (bounced d/d) payment is arrears, pay by card plus any late fee's - that's it. I cannot get them to accept they have not actually set up the d/d at their end.


Vodafone Rep - Lee ??? Can you please help.

MataNui

Phone them again. Explaining everything. Record the conversation. DONTt tell them you are recording it, you dont have to and if you did they would simply hang up on you. Do this every month until its sorted, complain about the late fees and that since its their problem that they created and so far havnt done anything about and that you want them refunded. Record ALL conversations. Issue them a claim, reclaiming all late fees plus interest plus any costs incurred. At this point tell them you have call recordings of every phone call and every lie to back up the claim. Take the claim to the small claims court. The costs to VF will outweigh what they actually owe you about 1000 to 1. You will win (if they dont settle first) and it will cost them a packet.

Silk

Somerset wrote: »

I'm hoping the Vodafone Rep will pick this up. I saw from another thread the info to use the contact form, entering code WRT135, quoting MSE and posting the reference number here. I've used the contact form but there was no reference number given.

Best to repeat again as you should always get an automated reply if it worked ...then come back to this thread with the ref number

B19JON

MataNui wrote: »

Phone them again. Explaining everything. Record the conversation. DONTt tell them you are recording it, you dont have to and if you did they would simply hang up on you. Do this every month until its sorted, complain about the late fees and that since its their problem that they created and so far havnt done anything about and that you want them refunded. Record ALL conversations. Issue them a claim, reclaiming all late fees plus interest plus any costs incurred. At this point tell them you have call recordings of every phone call and every lie to back up the claim. Take the claim to the small claims court. The costs to VF will outweigh what they actually owe you about 1000 to 1. You will win (if they dont settle first) and it will cost them a packet.

If you record the phone call, do you not have to legally tell the other person??

B19JON

I Tried to pay my bill with my Amex card. I know the payment has 100% not gone through as I originally made this payment on 10th August and it still hasn't shown up on my card.
4 web chats later and they are adamant I don't owe them any money. I've saved each chat because I'm not prepared to get a late payment marker over this.

MataNui

B19JON wrote: »

If you record the phone call, do you not have to legally tell the other person??

No. That requirement applies to businesses only. There is no requirement for you to tell the other party that you are recording the call. You would not however be able to legally record a call if you were not party to that call.

The law about recording calls (or conversations/meetings etc) is perfectly clear. You 'may' be in trouble if you blogged details of the call but recording to use as evidence in a complaint or for your own records is perfectly legal.

Besides in this case its pretty moot anyway as the other party knows the call is being recorded. Vodafone record calls (which they often conveniently lose) so the vodafone employee knows the call may be recorded.

Vodafone

Hi Somerset,

As I've no further emails from 27 August, please complete the Contact us form again.

Once our automated reply has come through, update the thread with your reference number.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Somerset

Great !! Lee, I've tried numerous times to send the contact form ( IE firefox & chrome ) and all I get is Forbidden

You don't have permission to access / on this server.


Maybe something your side is down. I'll try later.

Lara

Somerset wrote: »

Great !! Lee, I've tried numerous times to send the contact form ( IE firefox & chrome ) and all I get is Forbidden

You don't have permission to access / on this server.


Maybe something your side is down. I'll try later.

I had exactly the same message on 13/8/15 to date. I still haven't got trough to my account. I've received numerous new passwords but each one fails. Good Luck. I last tried to contact them via 191 on Tuesday. After 16 + years it is quite disturbing to see how poor VF have become. Trying to speak to a real person is beyond a joke.

Somerset

Vodafone rep


Your contact form is still not working. I've tried daily since my initial post.

Somerset

Contact form still down.