Official Vodafone Complaints/Query Thread

Vodafone

Hi joejm,

I'm sorry to hear of your dissatisfaction with the level of service you've received.

If you still need help with your phone, email us via the contact details provided in post in 1108 above.

Kind regards,

Lee

Vodafone Social Media

joejm

So I have now spoken to to 4 to 5 unpleasant Vodafone customer complaint advisors and I have provided them with what they requested, i.e. receipt for mobile purchase, repair form filled in by the Vodafone staff saying mobile phone condition is NEW when handed in the store for repair. I have also emailed them twice so far but they still haven’t confirmed the receipt of my emails, POWER TO YOU VODAFONE!!!!!!!!!

Vodafone

Hi joejm,

I'm disappointed to hear that this remains unresolved.

For further help, email us via the form here.

To access the form you'll need to enter the code WRT165.

As well as stating your query in the question box, please also quote "MSE Forum".

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

Kind regards,

Lee

Vodafone Social Media

Vodafone

Hi Baggy4,

I've just replied to you here.

Kind regards,

Lee

Vodafone Social Media

adonis10

Why are your website 'deals' so expensive when compared with, for example, carphone warehouse? I have just priced up the following and there is a big difference in price:
128GB Iphone 7
Vodafone website:
8GB data, unlimited texts and calls, 24m entertainment pack
£60/month and £20 up front


Similar deal with CPWH:
18GB data, unlim texts and calls, 24m ent pack
£48/month, £29.99 up front.


So a whole £278.01 (24m x £12 saving less £9.99 extra up front) cheaper over the life of the contract. And that is with 10GB extra data per month. Why such a disparity? Can you beat your website offers for existing customers if they call you to discuss? I have been with Voda for over 10 years therefore wonder if there is any incentive to remain loyal to them.

fedup_withvodafone

Hi all,
I am also, like many of you, in the unfortunate position of having to deal with a Vodafone complaint (or should I say many) which has been going on for over a year and a half now and has never been resolved.
I'll try to keep it short and highlight only the main episodes, hoping Lee will take care of it as I am absolutely exhausted and frustrated and if this won't work—the Ombudsman didn't—I will have to take this to Small Claims Court.

• I signed a pay monthly contract with Vodafone in November 2015, for £43 inclusive of £7 monthly insurance. I have been charged over this amount for almost every month, my average is now £60 with spikes of £80 or £90. All of this without being able to check any of my bills as Vodafone set up my online account with a PAYG number I previously had with them, prior to moving to Three and then coming back to them (Why oh why!). I have raised this multiple time, emailed the CEO, been contacted by a "higher" support team, all of this to no avail as I was never able to see my bills or account online. I asked for the bills to be posted but have been ignored.
• I have asked for my DD date to change from the 14th to the 28th of the month and they have proceeded to take double payments for 3 months.
• I have cancelled my insurance DD (payment and insurance go out in two different DDs), as I was told in store the insurance was not binding, and it was taken separately from the main payment to give customers the freedom to cancel it whenever they felt they didn't need it anymore. So I proceeded to cancel it after taking out insurance privately and got a late payment mark on my credit as a result. I have also received messages from Vodafone saying I had missed my payments, and if I didn't pay they would cut my services (which they did despite me paying within 10 minutes of receiving the message). Turns out they didn't take the other payment as well as the insurance after me cancelling my £7 monthly DD and marked it as a late payment.
  They charged me an extra fee to pay through phone and after MANY attempts I was able to speak to someone who understood the problem, after this happened for three months in a row, and he amended the payment process but never refunded me the extra which was taken nor the insurance I was still being charged for.
• I was promised, by so many representatives, refunds for my trouble and the money erroneously taken in this instance and the overcharged bills and an extra on top of it for my patience and their incompetence, needless to say, I spend hours on the phone and on online chats to never see any issue resolved and no money refunded.
• I was never made aware of how to make a complaint or the possibility to turn to the Ombudsman for help. Now the Ombudsman has ruled they should issue a letter of apology, allow me to terminate the contract early (which will terminate in November regardless) and with no fee, and a £150 gesture of goodwill. This is on the basis that Vodafone has stated I was never meant to pay £36pm but "an average of £53" (What does an average even mean? Have any of you ever seen a contract which is based on average figures? Lol and they want to be take seriously...) and I have yet to find the paper contract. I have sent them proof of my bank statements with the separate DDs, as I wasn't overcharged in the first two months and it's possible to see both the £36 and the £7 going out.

There is more and I could go on for ages, but I reckon this is enough. I have lost sanity, damaged my credit score for no reason, and above all else the money which has been taken comes up to more than £600. I am at my wits' end, to the point that I just see the overcharged bills coming in and I can't find the energy to fight anymore. I have turned to the Ombudsman in hope they would resolve this in an adequate way but have been let down again.
This is my last resource before SCC, I will update you with the results if it comes to that. It will be long and painful but I have the feeling it will be worth it. I have enough evidence to build a strong case and at this point I've spent enough time and energy to try this one last thing.
Once the nightmare is over I will RUN away from them and never look back.
I also accept recommendations for new providers!
Thanks for making it to the end of my rant

devadot

I've had similar problems. Every "customer care" rep has told me something different and none of them have got back to me when they said they would.

The worst company I have ever had to deal with.

Vodafone

Hi all,

adonis10, As the information regarding how our packages are priced would be classed as commercially sensitive, I'm afraid I can't provide you with an explanation regarding the difference between the ones you've quoted.

Although it may not be possible for us to match the package you've seen with CPWH, any deal you agree it with us would be eligible for a Vodafone Advantage discount, if your employer is part of the scheme.

fedup_withvodafone, Thanks for making me aware of your experience.

I've got your email and I'll get back to you as soon as possible.

devadot, I've replied to you here.

Kind regards,

Lee

Vodafone Social Media

fedup_withvodafone

Would be nice to have a response at some point? 🤷🏼!♀️

makemesumdosh

why do Vodafone representatives lie and give so many false promises.
I've had a very long online chat this evening with a charming lady called Sara.

I was enquiring about if I could go sim only as I get on getting texts saying I can upgrade. I carnt until Dec but can have a massive discount as i'm there most valued customer.

I questioned this after lots of chat and it turns out massive is 15% the most they can give.

Prior to this she said how much are you prepared to pay.

I told her that was a stupid question


I then asked to give me the date I can port my number to another network and never got a reply, just why do you want to leave how can we help you etc etc.

I basically told her she was full of !!!!!!!! and could get a better discount as a new corporate customer.
told her I can do better elsewhere even after the massive discount, I asked her to google the word massive, never got an answer.

she kept on asking who was cheaper how much was it so I told her without saying which network.
then told her to text me back if they could do it for under £20 a month then ended the chat

carnt believe how they are full of so much !!!!!!!!, doesn't give me any confidence to stay.

I can go sim only on 2nd dec so I presume come 1st November I can give them notice to leave and port my number