Official Vodafone Complaints/Query Thread

mobilejunkie

jigglycaliente wrote: »

sadly we only read these forums when we've committed.

Then that was your mistake.

Leon_W

After categorically being promised last month that the phantom line I was being charged for since last OCTOBER had finally been cancelled (I received many credits and goodwill gestures on my last call) I was looking forward to my next bill as I 100% knew what would happen.

Received the bill this morning. Guess what .

I don't want credits and goodwill gestures, JUST SORT IT OUT !!!!

You really do join Vodafone at your peril. After many fairly trouble free years with Orange the last 18 months have been absolute hell with this shower.

mobilejunkie

No need to guess. It was inevitable.

jigglycaliente

Leon W, I had the same issue - just hope they don't delete your actual number when they try to fix the problem!!

natalyakub, what you've posted is so depressing. Now I'm wondering if I should bother complaining to Ofcom (it's so time consuming!), The same old story of well paid suits in cahoots with each other.

35 days without a phone and counting......

grawiz

It is impossible to record calls to Vodafone - their staff will tell you that they do not give permission for the call to be recorded. I spent some time with one of their staff explaining that his carrying on the conversation with me implied consent in exactly the same way as their opening statement that "calls may be recorded ...etc", but ultimately he refused to deal with my problem. He insisted that the only way it could be resolved was if I agreed to a call back from his manager between 9pm and 6am! I agreed if it was that night, but was called at 4am several days later by his colleague to be told that they would not credit my account as per the promise of a chat online(which I had screenshot) because that person did not have authority to offer credits to my account.In my subsequent complaint to Vf Customer Relations, I was able to give them names and times, but beyond agreeing that it was outrageous, they took no action. Vodafone seems to be set up to run more like loan sharks than a responsible, reputable company.

CraigWW

I printed out my 9 hours of chat logs, deleted all personal information from them and started posting them on Vodafone's own forums, might not accomplish anything but at least it lets people see just how incompetent Live Chat staff are.


I'd say it's irrelevant if they're telling you the Live Chat rep didn't have the authority to offer credits. They are an agent of Vodafone and as such Vodafone are accountable for their actions and as long as the credits are not unreasonable they should be honouring them.

Leon_W

You are under no obligation to inform anyone that you are recording a call......

The Regulation of Investigatory Powers Act (RIPA) (2000) states....

Can I record telephone conversations on my home phone?

Yes. The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, i.e. someone who was neither the caller or sender nor the intended recipient of the original communication. For further information see the Home Office website where RIPA is posted.

Do I have to let people know that I intend to record their telephone conversations with me?

No, provided you are not intending to make the contents of the communication available to a third party. If you are you will need the consent of the person you are recording.


So.... If you need to rely on recorded calls in a dispute with Vodafone (very likely), you can as you are not sharing the information with a third party (the customer adviser you speak to doesn't matter, they are an agent of Vodafone at that time )

If things go to court it is up to a judge whether the actual call recordings are admissible. However, typed out transcripts of the calls are admissible and Vodafone would be very silly indeed to try and contest them.


Hope this helps.

THX-1-1-3-8

Hi all, just thought I would join here after doing some reviews of my credit profile with a different service to normal. It seems like the best place to ask this question, but if it needs moving please do so.

I've recently been keeping close tabs on my credit score after being the victim of . All this was done through Equifax's service and later Clear credit. I was told a few weeks ago that only some information is visible on Equifax and that I should see what Experian and Callcredit hold on me too, so ive subscribed to their credit expert service on a free trail.

I was alarmed to see a default registered to Vodafone for £193, with a default date of October 2012.

I was a Vodafone PAYG customer from 2002 upto 2008 and then a contracted customer between 2008 and until around April 2012. From early 2010 (until August 2010) Vodafone were taking an insurance premium payment on my contract which I had not requested or was aware of. This followed a marketing call offering me the service, which I rejected. I contested this and got a refund via a free upgrade which would have otherwise cost me money and a credit for the same amount of money that I had been overcharged - around £66 - I NEVER got this despite requesting it several times as promised.

In March 2012 i received a call from Vodafone collections team who informed me my bill was overdue by a month and was around £90 as both had become due. I settled this bill immediately and it is the only late payment I can see on my Vodafone credit record. I also informed the adviser on the phone that my address had changed and that the address they had for me was incorrect - I had already told Vodafone in store about this change and had received marketing material to my new address. Eitherway, Vodafone had the address.

In April 2012 I decided to leave Vodafone as I had become a part-time 02 employee and qualified for their staff service. I called Vodafone and explained that due to the un-authorized insurance premium payment saga I was leaving and requested a PAC to port my number to 02.I again raised the point of the insurance compensation credit and was told the rest of my contract would be settled once I disconnected. I was told in store that my bill would show in credit by a few pounds when the last bill was produced pro-rata and that I would have to call when it was produced to arrange a refund. I never did.

I still have this mobile number now live on 02. To this day I have not received a call, email or letter about the alleged debt and im stunned to see a default on my profile registered in September 2012.

I moved out of my "new" address in 2014 to where I live now, but 18 months is post default registration is a long time to go without a letter, phone call or debt collector /agency contacting me. What Can I do?

Im also even more confused by the amount the default is for. I have looked at my contract and its end date in August 2012, it was a 2 year contract taken out in 2010. When I calculate what the disconnection fee would have been at the time in April, it is nowhere near £193, this would infact take me into November..... Im not aware of Vodafone charging for late payments and as the phone was disconnected it cannot be for usage.

I did default with Natwest in 2009 on a student credit card but this has since fallen off my credit report as it was settled immediately. I had assumed my issues with getting credit cards with lower APR (though I do have them from reputable firms) was due to the fraudulent activity on my account, but clearly its this default as its reading as live.

I have called Vodafone three times and written to an address I was given by one of their team but they have yet to find my account details, despite me having ALL my old paperwork.

I obviously want this default removed as it should not exist and I dread to think how much it might have cost me in increased APR over the past few years.

Is there a Vodafone rep present on the forum that can help me investigate what has happened and help me correct it?

mobilejunkie

In March 2012 you had a late payment. That may be on your credit file and won't go away until six years later - which is in fact why your 2009 Natwest default has now gone - nothing to do with settling it in full, when its status might change to settled but not disappear until the six years were up.

You left something outstanding after you moved to O2 but didn't check (moving isn't an excuse and you could have checked the status at the time before it became a problem). This would rightly show as a default and your calculations may a) be incorrect and b) fail to include penalties for not paying on time and having it passed to debt collectors etc.

I doubt there's anything you can do except settle anything still outstanding, but if there is a mistake only Vodafone could get it corrected. The only way you'd be likely to get anywhere at all if that were the case is by contacting the WRT as instructed on this thread endlessly.

THX-1-1-3-8

Thanks for the post,

You are however incorrect - the default was removed by NatWest themselves as it was there monthly charges that had pushed the card well over its balance at renewal time. They issued a default but then got that removed a few weeks later after making a fully payment.

Im fully aware that any credit - regardless of payment status - is removed after 6 years, though it is still owed.

I have NO late payment indicators with Vodafone (except the one above) other than the 1-2-3-8 which followed two months after my disconnection - note that the bill for the month following my disconnection shows a cleared payment as does the month I made the double payment to catch up with the balance carried forward.

Am I right in believing that companies such as Vodafone dont have to serve a default notice for air time? (this changed with the advent of split contracts).

My point is I have never been contacted and was advised directly that I would be in credit when the bill final was generated. To slap a default on what is now a flawless credit profile is utterly wrong.

You may believe otherwise, but my experience when I was with 02 is that mobile companies tend not to market credit as unpaid until two bills become past due.

Could you advise me what you mean by the TRW?