Official Vodafone Complaints/Query Thread

hammad_ahmad

Hi Lee,

I have sent my details via the form. can you kindly take a look and help please.

WRT135 [#17609549]

Thanks,

Hammad.

xskullx

Hello

I am having some bad issues with my Vodafone account. These have been on-going for many, many months. I have spent at least an hour on the phone trying to resolve everything and have made in advance of 30 calls in the past 3 months.

I now see Vodafone have applied 2 late marks on my credit file. I was advised not to make payment by an advisor as Vodafone owed me £500 in wrongful data charges (it gets complicated here). However, they eventually reimbursed me after I got in contact with Nick Jefferys office.

I am now unable to take out a mortgage or a business loan.

We are in deadlock and I am taking things to the financial ombudsman to try to get my late marks on the credit file corrected. Can someone please offer me advise moving forward with this? Past experience that you may have in a similar situation would be greatly appreciated.

Many thanks

mobilejunkie

Yes. You haven't failed the constant and repeated advise on here over YEARS and once you GO to the Ombudsman the advice will be forfeit. Of course, you could always sue.

prefdavid

I have had a small problem over the last few months regarding one of the smart phones our company was advised to purchase. I had contacted Customer Sevices on a few occasions, taken the offending phone into a store for the Technical Expert to fix and all to no avail.

The problem was this device was just not fit for purpose but as it took more than 30 days for the problem to be evident, the attitude from Customer Services was "Computer says No!"

So rather than go through the tedious process of submitting the form recommended on here, I wrote a polite email directly to Mr. Jeffrey last Thursday and received a call from his offices yesterday and all is resolved.

I appreciate this might not always be the right approach but it certainly seems to be a much more effective way of getting a resolution than is evidenced by the many cases posted on here.

Pitshanger

Is there such a thing as recognition of customer loyalty within Vodafone’s operating manual ?


I have been a Vodafone customer for circa 18 years without break. Some months ago I noticed that my account page on Vodafone would not show me any upgrade options - pressure of life dictated that I did not immediately pursue this. Some weeks ago I tried to purchase home broadband from Vodafone but each time I completed the form it purely recycled, with my having to log on again.

I called your help line and was informed that I was not a Vodafone customer ! rather a customer of OneCom who I had never heard of; notwithstanding the operator refused to assist me further.

I researched OneCom and made contact with them - they eventually, with some reluctance, promised to transfer my account back to Vodafone and I received a subsequent text message on December 11 to state Vodafone would be managing my account from December 08, 2017.

Today I tried again to arrange broadband and am still unable to do so.

After 18 years one would have thought that Vodafone would have had the courtesy to let me know they no longer required me as a customer; but I would still like to arrange broadband and upgrade my mobile telephone package.I have been with Vodafone for 18 years ........ is there such a thing as recognition of customer loyalty within Vodafone’s operating model ?

seanyshow

#17704249 caselogged

Contact cancelled in 2015 no late payments, no outstanding monies owed. Just a normal contract that finished. Account is closed ut still showing as active on credit file 2 years on. Been to the store twice, contact customers services 3 times and emailed once. Getting nowhere.

Gramsci

Having (at long last) received a deadlock letter from Vodafone, I'm now drafting a complaint to the Ombudsman.

To be brief, Vodafone have charged me for a two hour continuous call from my mobile to a number in the USA. I did not make this call and have never made an international call from my mobile. I went down the usual complaints path, online chats and telephone conversations with advisers, who, without any prompting, offered a 25% and then 50% reduction in the call charge (the charge was in excess of £250).

I have had two previous experiences where my Vodafone account details have been used for fraudulent purposes and I have made it clear that I want this case properly investigated. I have restated that I did not make this call and am not interested in 'goodwill' gestures. So far Vodafone have simply said that the call is on their system as having come from my phone and that no fraud was involved.

I have learnt from other websites and via conversation with corporate IT consultants that my experience is not unique. I also understand that BBC Radio 4's "You and Yours" has also been sent a number of cases similar to mine.

Has anyone here experienced charges from Vodafone for calls they didn't make? I'd appreciate any advice or thoughts. Thanks.

mobilejunkie

My advice is simple; follow the repeated instructions on here and try the WRT first. Once you go to the Ombudsman (which may be more syumpathetic to the network than the customer) you can't.

Gramsci

Thanks mobilejunkie.

The deadlock letter received from customer services acknowledges that we have failed to agree. They are still offering the 50% reduction, so it looks as though the Ombudsman is now the only show in town.

mobilejunkie

Not sure about that. If it were me I would rty the WRT - and wouldn't have tried more than one phone call through normal channels. Once you make a complaint to the Ombudsman the WRT can't help and I have little faith in Ombudsman generally.