Vodafone help

Howitto

So here's the story.

Took out 2 contracts via Carphone Warehouse for Vodafone. I ordered them online and cancelled the order the next day as found better deal at O2. They confirmed several days later they had been returned from courier and disconnection notices served to Vodafone.

Weeks later, Vodafone are chasing me for 3 months unpaid line rental on both accounts. Debt collection agenices constantly phoning, emailing and writing to me.

I phoned Vodafone and they confirmed one account had been disconnected, and the other account wasn't. She promised so would send disconnection notices on both accounts again to make sure. Assured would be the end of if it.

2 weeks after this, I am being hounded for the 'debt' again. Contact Vodafone who then confirm no disconnection notices were issued by the previous adviser nor did Carphone issue them in the first place. Was assured would be dealt with and told credits were applied to the accounts and they were closed and that would stop debt collection agency contacting me.

1 week later, I am still being chased for this 'debt' and again, previous adviser didn't credit the account!

I went on live chat few days ago, was told I owe hundreds but I explained and he went back to manager and issued credits (de ja vu anyone?) So I saved the chat transcript as proof as some advisers say my account is £0 and others say it's hundreds in arrears!

I have marks on my credit file which is frustrating as only up until refecently I've repaired it, constantly being harassed for a 'debt' due to someone's mistake and it's completely stressing me out. I am not happy with the way it's been dealt with and Vodafone offered me a pathetic £5 as compensation.

Is there any advice as how to complain and seek compensation?

Howitto

£105 compensation agreed with Vodafone. Result.

Howitto

Amazing, just been on live chat again and previous wasn't sanctioned. Money still 'owed'. Shock!

stormpassing

I had a similar but slightly different situation with Vodafone recently. After several 1-2 hour phonecalls and getting nowhere I resorted to live chat, eventually someone sorted it. It took me three weeks and several conversations. You could write a formal letter of complaint but heard they are not great at replying. Definitely would always use live chat and save every conversation. Absolute nightmare, after years with Vodafone they couldn't pay me to use their service now.

Good luck,
SP x

Howitto

stormpassing wrote: »

I had a similar but slightly different situation with Vodafone recently. After several 1-2 hour phonecalls and getting nowhere I resorted to live chat, eventually someone sorted it. It took me three weeks and several conversations. You could write a formal letter of complaint but heard they are not great at replying. Definitely would always use live chat and save every conversation. Absolute nightmare, after years with Vodafone they couldn't pay me to use their service now.

Good luck,
SP x

I'm still on live chat now, been on it since 15.12! was on hold for 45 mins on the phone, got through and they hung up. I'm so angry!

sourcrates

Most of the mobile networks have equally dismal customer service, these are the problems you face when dealing with international organisations, who outsource customer service usually to a foreign country.

One hand dosent know what the other is doing half the time.

EE tops the list for abysmal customer complaints handling, I suspect vodaphone isn't far behind, there is an ombudsman service for mobile operators, that you can complain to.

But be careful as there are actually two of them, you need to find out which one represents your provider, search " mobile ombudsman" for more info.

stormpassing

Oh dear,

I've been here and know exactly how you are feeling now. Really wish I had more focused advice for you. It's a nightmare!! :mad:

Really hope you find a resolution

mangle101

As a long time customer of Talktalk, I've had on a couple of occasions reason to complain about their service (long, long story ) I actually emailed the CEO & on both occasions the issue was sorted within a matter of days after she assigned one of her team to investigate. I'm certain the email address for the CEO of Vodafone could be found upon the interweb, good luck.

Google search found that the CEO email is: jeroen.hoencamp@vodafone.com

stormpassing

OMG I can't believe it!!!! After everything I have said I've just checked my online banking and there is an unpaid DD to Vodafone of £1.54 dated the 25/11/2015. What the hell are they playing at over at Vodafone HQ??????

Howitto

Someone please help.

It's still ongoing, one adviser says something different and I'm STILL being chased for this 'debt' despite a number of advisers telling me it would stop.

I emailed a complaint over and the reply just said to go on live chat. ARGHHH!

I have spent probably 2 hours per evening for past 14 days on live chats to them

FireWyrm

oliverhowitt wrote: »

Someone please help.

It's still ongoing, one adviser says something different and I'm STILL being chased for this 'debt' despite a number of advisers telling me it would stop.

I emailed a complaint over and the reply just said to go on live chat. ARGHHH!

I have spent probably 2 hours per evening for past 14 days on live chats to them

Ring them again. Tell them you want to speak to the Ops Manager/Seniour CSA and you want them to put this right immediately. Mention that you will be going to the ombundsman and the national papers if they dont.

There is also a Vodafone rep on these boards somewhere.