Official Vodafone Complaints/Query Thread

Eleanor_23

Sorted my problem through this link. Thank you as it was becoming mind numbing calling them and not getting an answer. What is with their automated phone system....still get an angry sweat when I think about it!

Thanks Lee and Dane who sorted my issue within a couple of weeks.

iproposterous

WRT135 [#17764460]

Vodafone are not responding to my requests for communications via email. I have now just sent an online email (via the Vfone website) to the Customer Relations Manager and also to the web team in the hope that I will get a written response.

I still haven't received any official proposal in writing (email or letter).

Why don't Vodafone have one support team working on Customer Complaints?

GJT2003

I can this can in some way lead to any kind of progress. Been with Vodafone for almost 20 years and generally very happy. However, giving an old iphone 5s to my Mum who has a plusnet sim card. Been trying to get it unlocked by Vodafone since 9 January. 8 phone calls and even more emails, still says locked on iTunes and I can't use the phone at all. Cannot directly contact the 'resolutions' team and they simply reply with automated unhelpfulness. Saw this thread and went down the WRT165 line (#17939421) but they called back whilst I was at work and then emailed me to say the issue was already being dealt with by their team and they would get back to me when they receive an update. I notice this is a similar complaint to others ..... arrrrgggggg

iproposterous

My experiences in trying to get Vfone to send me a returns envelope and put responses in writing (except for the media team) has been the worst experience I've had with any telecoms provider or any online shop selling goods to the public.

I've had to resort to sending an email to the SEO and even after that I got the same email sent again from the Specialist Car Team.

You get different people from different groups within Vfone trying to ring you up when you have requested email communication only. None of them have read or understood what your complaint is about and they just churn out the same rubbish over and over again - I suspect they are in some sort of online overseas call centre with its associated language difficulties.

I have sent the Specialist Care Team a suggested solution to my complaint and if they cannot accept or make an acceptable counter offer then to send me a deadlock (or dropdead letter as I call it) so I can move on with this.

The fact doesn't seem to register with Vfone that me going to the OSC will cost then significantly more than if the settled with me prior to this. As well, I am guarenteed the return of my monies that I paid because I paid with credit card.

I have also reported this matter to Ofcom and will update them with the outcome.

bethanydenley

Hi Lee/thread.

Found the social escalation hub after 2 months of back and forth over phone. Reference number is WRT135 [#17992228].
Hopefully this is what'll get it sorted!

iproposterous

Vodafone try the 'phone' scam all the time. (except for the social media team). I always insist on written communications which even the reps for the CEO are refusing to do.

They now have a deadline for a written response or deadlock letter. The day after the deadline I will be going to the Ombudsman Services Communications with a complaint.

This will cost Vodafone significantly more than settling my complaint.:rotfl:

aldo79

I've just posted an(other) enquiry via the social media escalation form and my reference number is: WRT135 [#18023385]

I'm hoping someone who is capable of reading the detail of my complaint will pick this up as up until now I'm not seeing any evidence that anyone at Vodafone understands why I am angry a second account has been set up in my name and I don't have the security details required to access it and find out why I'm paying for a second number nobody is using.

iproposterous

aldo79 wrote: »

I've just posted an(other) enquiry via the social media escalation form and my reference number is: WRT135 [#18023385]

I'm hoping someone who is capable of reading the detail of my complaint will pick this up as up until now I'm not seeing any evidence that anyone at Vodafone understands why I am angry a second account has been set up in my name and I don't have the security details required to access it and find out why I'm paying for a second number nobody is using.

I exhausted the social media route and went direct the the CEO's office. Its proved NOT to be any more successful in resolving my complaint and it looks like this will have to go to the OSC for resolution.

If you cant find the CEO's email address on the web, PM me and I'll give it to you.

Vodafone

Hi iproposterous,

It's a shame to hear that you remain unhappy.

If a resolution hasn't been reached since you last posted on 9 February, I'd recommend replying to the last email you received from our Customer Relations team.

GJT2003, I've checked your email reference number and can see that one of my colleagues is due to get back to you with an update as soon as possible.

bethanydenley, if you need any further help with your account, please let me know.

aldo79, I've checked your email reference number and can see that an update was provided yesterday.

Kind regards,

Lee

Vodafone Social Media

iproposterous

It's a shame to hear that you remain unhappy.

If a resolution hasn't been reached since you last posted on 9 February, I'd recommend replying to the last email you received from our Customer Relations team.

I am not unhappy, I will just sit back and wait until Vodafone responds to my proposal for a resolution to this matter. Vodafone keeps wanting to discuss things over the telephone and I keep telling them there is nothing to discuss until the respond in writing to my settlement proposal. They have my full postal address on my account - is everyone at Vfone incapable of writing a letter ???

I have now had about 20 people trying to deal with this matter why cant you stick to the one in the Directors Office who was dealing with it up until last week?

Your media team made me an offer in an email and nobody would put it in writing on an offical headed letter or email - thats why we are at this point now - I'm at the CEO level now and they can't bring themselves to put anything on paper or email.