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Official Vodafone Complaints/Query Thread
Comments
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I upgraded in November 2015, I'm with Vodafone and stayed with them via another company. A better monthly deal. Since then I discovered I am being charged twice, by Vodafone. I have contacted Vodafone every week from January 8th, no feedback/replies, etc always me contacting them.
No refunds, even after giving bank info of DD and dates. Now I have to take a copy of my bank statements to a Vodafone shop, which may or may not resolve this. Vodafone do not have an email address apparently, to complain to.
Anyone experienced this, especially with good results?0 -
Join the queue https://forums.moneysavingexpert.com/discussion/5393903
Successor to a 194 page thread, so it doesn't bode well.0 -
Are you sure that your "upgrade" wasn't in fact a new contract with a new number and new SIM?
Are the two charges identical or different? Are they on the same date or different dates?
Is there an unused SIM in the box that the new handset came in?0 -
Ian, Thanks I will check it out.0
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My latest instalment is that my letter requesting a recording of the initial conversation has gone off. In the meantime I visited the Carphone Warehouse (another 2 x half hour visits) and they are admitting some of the liability and have offered to pay something towards my bill. The problem is that I dispute the actual whole bill!
Therefore my complaint, when I end up with the Ombudsman as I will inevitably, will be against both Vodafone and the Carphone Warehouse.
Does anyone know how long the recordings are kept for?
I seem to remember reading something about 3 months, but I can't say for certain. No doubt they won't be able to find it if they are in the wrong.0 -
I took out a new contract with Vodafone 2 months ago. In the shop I was offered a 20% discount, I asked how he could give me a discount and was told its a staff discount they are allowed to give. I didn't have to register employees advantage as it was his own discount that he can apply. I was very happy with this and took the offer.
Yesterday I received a text from Vodafone to say they had given me the wrong discount and it should have been 15%,but that they would honour the 20% discount up until now.
Can they do this, when I was offered this discount so I would sign up?0 -
Please acknowledge receipt of WRT135 [#12690007].
Since starting a new contract in September 2015 I have been charged for Spotify at an additional £9.99 a month, even though it is included in my package.
I've called, chatted and send a registered letter - to which there was no reply, but it never gets sorted.0 -
Apologies if I'm not properly following forum etiquette. I burned the midnight oil last night to find out how to escalate via the MSE social escalation hub. I've managed to send the email and have been given this reference:
WRT135 [#12695179]
So hopefully someone like Lee will be able to have a look??
My phone number was deleted in error by Vodafone on 29th Jan 2016 and despite 11 phonecalls, 7 live chats, 2 visits to the Vodafone shop I still don't have a working phone. When I call my number it goes dead, I can't login to my Vodafone account nor is it recognised on their automated service. It looks like it's been completely deleted and they can't reinstate.
The problem started when I contacted Live Chat to remove an erroneous charge for a number I'd cancelled back in October (that was a nightmare in itself that took months to half sort out, 14 day cooling off period, yeah right). The agent deleted the wrong number despite confirming twice which number I wanted removed. I see now in hindsight, it was 5.14am his local time, silly me for contacting him at my convenience i.e. 10.14am!
And to add insult to injury, I'm still being billed for the cancelled number! So I've gone through all this for nothing. I've endured 3 weeks of excruciating phone calls and Live Chats. The agents make all sorts of false promises knowing someone else will have to deal with the problem when I next call. I've been told anything from 1 hour to 3 days for my phone to be reconnected.
I'm sure anyone looking through these Vodafone forum posts will have endured all this and more. What a nightmare. My kids have become used to me having a Vodafone rant!0 -
Hi, I hope I am not hijacking someone's thread. If so, moderators feel free to move it to the right section. I hope someone/Lee from VF can help me out..
THIS IS MY STORY WITH VF:
Since last week, I have been battling with Vodafone to have my default removed. I was promised on numerous occasions on the phone and twice over webchat by VF staff that my default would be completely REMOVED (not satisfied but SETTLED) as I have now settled my balance and that I did not know about its existence in the first place but nothing has changed on CF yet. I have a print out for one of the Webchats too where the VF rep confirmed that it would be removed.
This default is in relation to my old VF mobile phone contract. In July 2014, I decided to leave Vodafone (VF) and move to EE with my current number. A sales rep from Phones4U called VF to get my PAC Code and then I spoke with same VF customer service advisor (after he had provided the Phones4U rep with PAC Code) to make sure everything was cancelled. I was told my balance was £0.00 with no pending bills or payments due, all up to date and that I should feel free to cancel my direct debit. Both VF contract in 2012 and my new EE contract in 2014 were taken out in Phones4U Shop on high street.
Fast forward to February 2016, after many months of searching for my dream house, I tried to get a mortgage only to find that no high street lender would touch me because I have a number of late payments as well as a default payment of £68 on my CF by VF which I knew absolutely nothing about until now. I keep all my finances in check and never been late on any of payments EVER ! All the time that I was with VF, all my bills were paid by DD and I was never late on a single payment. So I contacted VF immediately to find out why I was never informed about these charges via email or letter or on the phone when i cancelled it) and why did I never receive any notification that a Default is about to be placed on my CF to ruin my life?? Had I known about the termination charges, I would have gladly settled them there and then by a card or left my DD running with VF.. Anyway, I did not get any clarification to that effect but was told that as long as I settle the bill of £68, within 3-5 days, VF will remove the default completely so I paid it straightaway but until now nothing has been done. I lost out on my dream home and feel devastated not knowing when this issue would be resolved. The house prices are going up by the day and very soon once again I will be priced out the market. I feel violated as I went through all the right channels to cancel my VF contract but still this happened. I never received any sort of correspondance regarding this payment or any notification or default notice and probably won’t have ever known about it, had i not got turned down for the mortgage.
I am having sleepless nights because of this and feel very depressed all the time.
Any help would be greatly appreciated.
Thanks in Advance,
Gina0 -
hi mobilejunkie, thanks for the prompt response. I did try sending message to Lee from the link he provided in his post on page 9 with the reference number given there (WRT135). I was able to log into the VF forum and fill up the form but when i click on submit, the following message appears, "Forbidden - You don't have permission to access / on this server"
Any thoughts? can anyone please point me in the right direction.
Thank you
Gina0
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