Official Vodafone Complaints/Query Thread

aldo79

After another week of tedious back and forth along with the occasional gripe on Twitter to help speed things along I've now had agreement from Vodafone that they will get me back down to 1 account and refund the additional money I've been charged that I hadn't agreed to (although it's still apparently my fault that I didn't specifically ask for my old contract to be cancelled when I upgraded and asked to be transferred to the new account..).

I received an email from one customer service agent stating that I would be offline for between 2-12 hours while the correct number was applied to my SIM card followed by another where the estimated time offline was 48 hours. We are now well past that commitment and I'm still offline and getting no response to my follow up email.

If anyone at Vodafone is actually bothering to follow up, I would appreciate a response. My reference number(s) are:
WRT165 [#17974982]
WRT135 [#18023385]

Vodafone

Hi aldo79,

I can confirm that we've got your latest email under WRT165 [#17974982] and we'll get back to you as soon as possible.

Kind regards,

Lee

Vodafone Social Media

such_a_dommy

Hi,

Posting in here after initially posting on the forum under a new post WRT135 [#18087516].

After reading a few of the latests posts I have noticed someone else was in the same position as me, waiting for a returns bag to be sent out.

I would also like the mention i have spoke to a majority of UK based staff and I am not sure they are the right fit for CS. A few of the team in the Rotherham retentions lacked some professionalism (I am not saying they need a degree to work in a call centre). One chap said he'd give me a call back in the Monday PM as hes a bit "wasted" after the weekend sess.

But a Bella in the Egypt call centre was great. Maybe the offshore staff are fearful of their jobs?

But back to the original post; being a customer for around 15 years I think this has been the worst experience from Vodafone.

fatbelly

If Lee is around, can he have a look at this thread

https://forums.moneysavingexpert.com/discussion/comment/73920010#Comment_73920010

Vodafone

Hi such a dommy,

I've checked your email reference and can see that one of my colleagues replied a few days ago.

fatbelly wrote: »

If Lee is around, can he have a look at this thread

https://forums.moneysavingexpert.com/discussion/comment/73920010#Comment_73920010

Thanks for flagging this fatbelly, I've just replied to the OP.

Kind regards,

Lee

Vodafone Social Media

such_a_dommy

Hi Lee,

Yes Alfred called me, did not get anywhere but gave me a number and I spoke with Alex who gave me my PAC and told me to return the phone to a store.

A day later I get an email telling me a returns envelope is in the post which arrives a day later (yesterday) Which was exactly 1 month from when i requested the bag.

It was delivered back today and i called to confirm this. After speaking with Margaret from the same dept as Alex was in i was initially told the deadlock letter has been sent!?!?!

After telling her to check the notes again and telling her i have returned the handset (something not logged on your systems) she has refunded me this months bill.

Lets hope Three are better...

Greenhippo

Hi Lee/ thread.

Could you check you have received my email please? WRT135 [#18138277]

Upgraded via retentions on Wednesday, however confirmed deal is a lot more than what I agreed... Don't seem to be getting anywhere with normal complaints team. I have the chat transcript of the deal I agreed with retentions

Thanks
Ian

iproposterous

Don't seem to be getting anywhere with normal complaints team. I have the chat transcript of the deal I agreed with retentions

Why am I not surprised. Looks like I will be going the full eight weeks before I get a deadlock letter. It wont be long after that when I dump Vodafone altogether. Customer loyality is not something that they consider at all.

LandofPlenty

Sorry for jumping on this thread, I'm seeking someone to take a hold of a continued data protection breach which, in attempting to rectify, Vodafone are continuing to breach - in a nutshell.

Promised phone calls aren't returned, emails and letters aren't acknowledged, Twitter etc - Vodafone systems are not updated. I really am getting very very tired and fed up now. Any help the official Vodafone rep can give would be very very helpful.

mobilejunkie

They can't unless you contact them as instructed repeatedly on here.