Vodafone charge £202 for non delivery of phone

MORE_DASH_THAN_CASH

My daughter is at her wits end with Vodafone. Nearly 4 weeks ago she paid for an upgrade and new phone. She has been a Vodafone customer for over 10 years. Due to an error at their end they made a mistake with the address and of course it was sent back to the warehouse as it was undeliverable, my daughter having taken a day off work. Since then she has spent over 10 hours on the phone trying to get this sorted! She been kept waiting for hours on end, had to repeat her complaint again and again and during one call one call handler ( Tee was the unliekly name she gave) actually laughed at my daughter. When she wrote to their complaints department and gave them 5 days to reply they didnt! She then sent through authority for me to discuss the account as she didnt have either the time or the will to continue with the fight to get the phone ( now having been charged £202 for the privilege).
I called twice yesterday to be told they couldnt discuss the account with me, even though my daughetr had sent through authority Vodafone said it takes a minimum of 5 working days for this authority to appear on the account.. I then asked for a direct email for my daughter to resend it and was told that they could not give out direct email addresses! So I began to read out the copy of my daughters complaint, pointing out that they had taken 10+ hours of her time so they could at least listen to the complaint letter at which point the Vodafone employee cut me off without warning!!! When I tried to call back and ask for her manager I was told I was not allowed to talk to a manager and then was dumped back into the call centre queue!
To take £202 for a phone and line rental when you are aware that the phone has NOT been delivered and cannot therefore be used is in my opinion theft. Vodafone seems to have no customer care or sense of treating customesr fairly or even with basic respect. We are at out wits end and can think of no way forward but the ombudsman. This doesnt address the fact that my daughter (in a busy job without the time to pursue this endlessly) has no mobile phone and has had £202 taken from her account under false pretences. Could we go to the police I wonder....what do others advise before we start calling the press and using social media( though after the way I ws treated I doubt they even care!)

glentoran99

First of, police and press will have no interest whatsoever


Secondly if you want to talk to them go on online chat as your daughter, you will also have evidence of what is said, also how was the money paid? Go to the payment provider and claim that way, credit card section 75, Debit card chargeback, Bank account use the direct debit guarantee,

d123

MORE_DASH_THAN_CASH wrote: »

My daughter is at her wits end with Vodafone. Nearly 4 weeks ago she paid for an upgrade and new phone. She has been a Vodafone customer for over 10 years. Due to an error at their end they made a mistake with the address and of course it was sent back to the warehouse as it was undeliverable, my daughter having taken a day off work. Since then she has spent over 10 hours on the phone trying to get this sorted! She been kept waiting for hours on end, had to repeat her complaint again and again and during one call one call handler ( Tee was the unliekly name she gave) actually laughed at my daughter. When she wrote to their complaints department and gave them 5 days to reply they didnt! She then sent through authority for me to discuss the account as she didnt have either the time or the will to continue with the fight to get the phone ( now having been charged £202 for the privilege).
I called twice yesterday to be told they couldnt discuss the account with me, even though my daughetr had sent through authority Vodafone said it takes a minimum of 5 working days for this authority to appear on the account.. I then asked for a direct email for my daughter to resend it and was told that they could not give out direct email addresses! So I began to read out the copy of my daughters complaint, pointing out that they had taken 10+ hours of her time so they could at least listen to the complaint letter at which point the Vodafone employee cut me off without warning!!!

What did you expect? They told you that they couldn't discuss it as the authority wasn't showing, like a fool you started trying to discuss it, it's no surprise that they cut you off, Vodafone don't even have decent customer service for their customers, let alone a customer's Daddy wanting to breach DPA.

When I tried to call back and ask for her manager I was told I was not allowed to talk to a manager and then was dumped back into the call centre queue!
To take £202 for a phone and line rental when you are aware that the phone has NOT been delivered and cannot therefore be used is in my opinion theft. Vodafone seems to have no customer care or sense of treating customesr fairly or even with basic respect. We are at out wits end and can think of no way forward but the ombudsman. This doesnt address the fact that my daughter (in a busy job without the time to pursue this endlessly) has no mobile phone and has had £202 taken from her account under false pretences. Could we go to the police I wonder....what do others advise before we start calling the press and using social media( though after the way I ws treated I doubt they even care!)

Have you noticed that there is a Vodafone complaints thread here, forget all the stupid hyperbole like wanting to go to the police, that's just ridiculous, there is a method in the complaints thread detailing how your daughter can get the Vodafone forum team to investigate and hopefully resolve.

You need to remove the emotion and hyperbole from the way you are trying to handle the case, make a rational, concise complaint and give them time to resolve, most large companies will take at least 14 days to respond (writing in and expecting them to answer within 5 days is LaLaLand).

Lee (their forum rep here) is one of the only examples of decent service offered by Vodafone, chances are he will be able to resolve the issue without too much fuss.

The details to contact them:

eforum.web@help.vodafone.co.uk

Send the email with "WRT135 - MSE" in the title.

Vodafone

Hi MORE DASH THAN CASH,

If your daughter still needs help with her account, ask to email me via the Contact us form here.

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

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

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

Kind regards,

Lee

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Vodafone UK

Vaughn1914

I have a similar problem - phone has been sent to an address I last used 10 years ago!! Lee I have sent an email using the form you posted above. Reference number is #12217677.
Any help gratefully received as I feel like I'm banging my head against s brick wall at the moment.