Official Vodafone Complaints/Query Thread

jigglycaliente

I've had 2 non committal Live Chat type replies to WRT135 [#12695179] and since then my problems have gone from bad to worse. i now have TWO TARIFFS on the number they accidentally deleted, been charged for a sim card they sent in an unsuccessful fix attempt plus incurred late payment charges.

It's increasingly likely the Ombudsman will have to resolve this. I've been told it can take between 10-12 weeks. So I'm looking at 4 months without a phone. I'll have to get a PAYG sim card in the meantime, obviously NOT with Vodafone! Oh yeah, typical Ombudsman award is £50!!!! I've probably spent around 70 hours since October to get £50..... .

mobilejunkie

He does, but he seems to be less effective when up against Vodafone's "systems" nowadays.

mobilejunkie

Simple. People keep taking out contracts with them.

rpm1184

Hello again, I was just curious how long it takes for someone to be in touch as again I have been on hold for over 2.5 hours today and it's taking its toll now, promises after promises of calls back get me nowhere and I start the loop again

Blinkbadger

Feel like I have been losing the will to live like many people on here over my closed contract with Vodafone.


After deciding to move providers I was told I had to pay an ETC of £116 which was fine with me. When it came to taking money from my account Vodafone actually took £411! I was shocked to say the least. This was back in November. Since then it has been a constant battle to resolve the issue.


I have managed to get my money back and pay the agreed £116. I even have a text from Vodafone customer services saying that my account is all square however, I have now received a letter from a debt collector saying I owe them £16.49. I have even been told by Vodafone by letter or any other means that this amount is owed until I got this letter.


I have now checked my credit report and have 2 arrears notices on what is an otherwise spotless record. I made numerous attempts to contact Vodafone to make sure everything was sorted and was told time and time again it was all correct and feel on the edge now this has come through. Never mind it took 3 weeks to get my initial money back and we had to borrow from family to make our mortgage payment!


Lee, I have resorted to raise an complaint using WRT135 but 4 days have passed and not a single acknowledgment that anything is being looked at. Please can you advise if anything is happening. My reference number is WRT135 [#12700743]


Any help you can give would be appreciated. Maybe you can even restore my faith that Vodafone actually cares about its customers.

GoldenLady_2

Hi, sent an email with regards to removing my default and late payments to:

eforum.web@help.vodafone.co.uk

on 22nd Feb, marked for the attention of LEE and MSE forum clearly stated in the subject box. Got an auto email response straightaway saying that my email would be responded to within 48 hours. It's been more than 3 days now and NO response !!!

Does Lee from Vodafone still visit this forum as i have not seen any recent posts from him? I was hoping that he would be my saviour but cannot even get in touch with him??
Any help would be highly appreciated..

Gina

GoldenLady_2

Hi Lee, Today i have been able to access the contact form through the link you provided on page 9 and my reference number is #12742069.

Please look into this in your earliest convenience.

thanks in advance
Gina

mjmoore84

Hi Gina,

Did you try and speak to someone in the credit file department? My late payments/default were removed straight away by the person I spoke to.

I also tried to contact Lee but haven't heard anything back. I did have a call from Vodafone after I sent in the form within 48 hours and they confirmed the late payments had been removed.

mjmoore84

Unfortunately there is no direct number...I imagine they would be inundated with calls if they gave that out, but the lady I spoke to said she is in an office with very senior management and it seems that department can get things done, well at least they did in my case.

I called customer service, went through to the billings department and they put me through to the credit file department. I had one person in billings try to fob me off and not put me through as apparently they didn't have the authority to do that even though I had been put through an hour before by someone else. After arguing with this person for a while, I ended the phone call and called again to speak to someone else who put me straight through. Therefore, if they say they can't put you through, ring up and speak to someone else that can put you through.

I hope that helps! Let us know how you get on!

vickysahay

Hello!

Here's my saga... It starts with a lost phone in the train. How do I get reconnected... easy go to store & get a replacement SIM. Unfortunately... from thereon starts the story of trying to get the SIM activated.

8 days later... still no success. I have been told:
- it is all done, showing 'open status' & that will close & its active
- will be done in 24 hours "now I am looking at it"
- has been escalated to higher technical team
- one of our engineers is looking into the matter right now
- PA to Cindy Rose said we will get someone to call you in four hours

Unfortunately.. all were mirages. I continue to look longingly at my phone for the signal bars... but none have materialised yet.

Have tried phone, store visits, chat, twitter, WRT 135, email ref #12732138. Now thinking will visit the Vodafone head office & Newbury and plant myself there. I need it desperately as I am expecting interview calls. Hoping for some miracle to happen before I have to go to Newbury.

Advantage is that I have become a believer, remember god every few minutes!