Official Vodafone Complaints/Query Thread

GoldenLady_2

I have been calling every day and spending close to an hour on each call on average but nobody wants to put me through to the credit file department. They (VF) always say they will call me back or someone from the credit file department would call me back but have not heard back anything yet. All they tell me each time is that there is no way on earth they could put me through to them as they are forbidden from doing so. I feel so powerless which is frustrating. Vodafone is really ruining people's lives for no reason - unaccepatble !!!

mjmoore84

In that case I was lucky to be put straight through after saying that I have a query about late payments and a default on my credit history.

CraigWW

I submitted WRT135 #12731158 24/02/16 but still no response.

To cut a long story short I had two contracts with Vodafone, one a mobile internet contract for an iPad and a phone contract, both of which ended recently. I requested that the iPad be switched to Pay as You Go and upgraded the phone to an iPhone 6s. Monday this week I realised my phone wasn't working and found out that Vodafone had switched the wrong number to Pay as You Go.

I've had an absolute nightmare getting anyone at Vodafone to understand this and still cannot get it switched back despite repeatedly being told it'll be done within 24 hours, the latest claim is that it'd be done in 72 hours and that time frame expires tomorrow morning so I'm not hopeful.

To date I've spent 5 hours and 29 minutes on live chat being bumped from one department to another, over an hour and a half on the phone and visited my local store where the people tried their best but were unable to help because of the way the company is set up.

I told one of the Live Chat advisers that I felt the only way I was going to progress the matter was to go to Ofcom and he just started being rude to me and the same I time I received a number of texts telling me my details had been changed. From a later phone call it appears as if this adviser cancelled my reconnection request and then felt it funny to change my email address so I couldn't log in to my account.

Today I finally got my online details reset after a further 46 minute Live Chat only to find the mobile internet contract no longer there and the phone still showing as Pay as You Go, apparently they've now cancelled the internet contract despite the fact that this should have been moved to PAYG, that's just fine with me I'll take my business elsewhere on that account.

Back to the phone contract, I'm highly doubtful that this will be reconnected tomorrow as it is still showing as PAYG and I'm losing the will to live trying to get Vodafone to fix it. The way I see it now though is Vodafone have cancelled the original contract by switching it to PAYG and despite repeated attempts to get them to reinstate it I'm not getting anywhere, therefore what is to stop me requesting that the phone be unlocked and obtaining a SIM only deal from another network? Technically I am no longer within contract with them, they made the decision to move the phone to PAYG effectively cancelling the contract so I am within my rights to walk away from it also.

Apologies for the length of this post but any advice would be greatly appreciated.

starfizz

Hi following has been posted in the Vodafone community support portal (phone number removed)


HELP!!, my Phone number XXXXXXXXX has been barred and cannot be used. I am being over charged, but am still paying for a service that I cannot use. I am told I have more numbers on my account. I am told my contract ends at a different time than I expected. My problems started over 15 months ago when I purchased the phone and contract. I have tried too many times to resolve through your shops and online and telephone calls. I have today spent 2.5 hrs on the phone to be once again told lies. I dont know where to go from here I expect I will take to the ombudsman and ofcom as per the forum advice

starfizz

PS does anybody know if it is true whether Vodafone keeps a record of my calls to them? everytime they I call they say yes they can see notes on my "account". Is that correct?

CraigWW

starfizz wrote: »

PS does anybody know if it is true whether Vodafone keeps a record of my calls to them? everytime they I call they say yes they can see notes on my "account". Is that correct?

I'm not sure but if you use the resolver app to call them it'll record the calls so that you have a record you can present to the ombudsman/Ofcom if necessary

dazzaofdagenham

I ordered today the special SIm only for u limited calls.texts and20gbof 4G data for 20 quid

Went through top cashback as it appears I can get 84 pounds cashback on this.
Now the order failed for some reason and dispite whoever I talk to cannot give me a reason why...

After talking to 4 people over 3 hrs....I give up

Leon_W

starfizz

Do not EVER rely on Vodafone to be able to locate call recordings especially if it is YOU that is trying to prove something was said.

With my last Vodamoan I asked the customer adviser on the phone to read out what the so called "notes" on the system said BEFORE I repeated myself (yet again) as I was calling for the fourth time about the exact same thing. She couldn't see any "notes" on the system. Basically, most of these advisers just want to get you off the phone and don't bother with "notes",

RECORD ALL YOUR CALLS YOURSELF ! Plenty of apps available. I use Smart Voice Recorder and with most of these apps you have to turn on the speaker to record both sides. It works fine and is invaluable evidence. Vodafone have always backed down when I've told them I have all recordings. I got a £50 credit for their last !!!!-up which was only due to the phone records of what was said.

I disagree with the advice in the Original Post on this thread with regards notifying the person that you are recording the call. I can find no such requirement. Apparently OFCOM themselves record all calls but do not notify you that the call may be recorded. Just do it.

A_Flock_Of_Sheep

Has anyone here ever turned up at Vodafone's Newbury HQ and demanded that their issue is resolved while they wait?

jigglycaliente

vickysahay wrote: »

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!

I was cut off on the 29th January IN ERROR by a Live Chat idiot and at the last count here is the total number of times I've tried to get reconnected again:

13 phonecalls,
8 live chats,
3 visits to the shop and
6 emails exchanged

So that is 30 times! And each time being very long and tedious. They may put you on a more expensive tariff while they try to reconnect you, charge you for both tariffs and then start applying late payment charges!!! They will ask you to turn the phone on and off, take out the sim, change the sim, reassure you that agent number 1-30 will take personal responsibility for the problem, call you back (but never do) etc etc.

So 1 MONTH LATER, still no working phone! A Vodafone Social Media agent contacted me yesterday (thanks MSE forum!!!) and asked for 1 more chance. I will give them one more week, I've made peace with losing the number I've had since the nineties and will simply start again with a new number on a new network. The Ombudsman should be able to get me out of the contract. Although from what I'm reading on these forums I'm not so sure.

I'm staggered by what they are getting away with, at times I've felt like a victim of an extortion racket. Live Chat will happily make false promises despite knowing transcripts will be printed, the phone agents are sometimes unbelievably rude and lie even though 'calls are recorded for training and quality purposes'.

I think they know there is an insurmountable mountain of complaints out there and it will take years to get to the bottom of them. And of course their mistakes are always in their favour! Like an extra revenue stream - probably the difference between profit and loss.