Vodafone advice?

Moopsey

Hey all,

My partner is having trouble with Vodafone at the moment (this wouldn't be the first time!). He had two contracts with them, one for his phone, which expires next year and is so far not the problem. The other is for an iPad which was a 12 month contract, expiring on 31 July 2015. Earlier this week, his phone suddenly went dead, no signal, cannot receive or make calls. He spoke to Vodafone who said the following:

Apparently, they have a log of him requesting to terminate the iPad contract when the renewal was due, however, she was unsure why it was not properly cancelled. On top of that, he's been charged over £200 on a "cancellation fee" for cancelling the contract, she admitted that it was an internal error and said she would reactivate his phone and credit his account with the £200 to cancel out the debt. She also said that she'd call back the following day to confirm that the iPad contract was in fact cancelled.

Of course, the next day comes along and there is no phone call. So yesterday, my partner called back again. This time he had a young man on the phone, who said there was no record of his previous conversation, and that they would not reactivate his phone until the £200 debt was paid off. My partner asked for it to be sorted, and explained everything from before. The Vodafone rep said there was nothing he could do, but that he'd try to speak to his manager and get in touch. So far, nothing.

My partner is going to call them back later today, does anyone have any advice on what to say or what we should do? He gave ample warning of ending the contract when the renewal was due, and Vodafone even called him a week before to confirm that he didn't want to renew or to get another tablet.

I've been with Vodafone for over 10 years and have never experienced such horrendous customer service with them before. This has surely made my mind up that when my own contract is due for renewal next year, I'll be taking my business elsewhere!!

Thanks

Mandy

mobilejunkie

This is quite normal for Voadfone. Don't waste more time calling back; the Vodafone Complaints thread (and many others) shows how to contact the Web Relations Team.

It's that or see the initial problem escalte unendingly.

Vodafone

Hi Mandy,

If your partner still needs help with this, ask him to email me via the Contact us form here.

To access the form he'll need to enter the code WRT135.

As well as stating his query in the question box, he'll also need to quote "MSE Forum".

Once sent, he'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Moopsey

Thank you Lee. He has filled out the form and as soon as he tells me the reference number, I will post this here for you. Please note that on the form, he has entered my mobile number as a contact, as he is unable to use his phone still.

A new development is that yesterday, he received an email welcoming him as a new Vodafone user, with a whole NEW contract set up, with the minimum period being in two years time. This is illegal as he has not requested a new contract. His current contract which was accidently cancelled has actually only 9 months left on it. He does not wish to continue a contract into another two years.

All he wants is simple.... reinstate his old Samsung contract, and make sure that the iPad contract is cancelled. Simple. It seriously cannot be that difficult.

Moopsey

Hello Lee,

The reference number is #11377837.

Moopsey

Hello Lee

Thank you for calling on Saturday. Do you have any form of update on progress yet? My partner hasn't heard back from you or anyone since then and he is still not connected. He is also very worried as his phone bill is due this week and wants to discuss it as he is unsure whether Vodafone will be adding any charges for the cancellation that he didn't ask for.

Thanks
Mandy