Official Vodafone Complaints/Query Thread

mobilejunkie

natalyakub wrote: »

Vodafone removed default from my Credit File but they have shown the wrong negative balance in a history of my payments to them. Why are they doing this to people? I'm going to court for ruining my Credit File

Then you're highly likely to lose more time and money.

mobilejunkie

THX-1-1-3-8 wrote: »

Could you advise me what you mean by the TRW?

Actually it's WRT and well documented on here. Web Relations Team.

jigglycaliente

I'm starting to feel grateful they only deleted my number!!!!
After going the WRT route I now have a guy who calls me up weekly (on my daughter's phone) to apologise for how crap they are. He says he won't give me a time scale for resolution as he doesn't want me to be disappointed again. And he proudly announced Vodafone will not charge me while I don't have a service! I suppose I ought to be grateful that they are not intending to rip me off. I bet the monthly charge will remain on my bill though.

GoldenLady_2

Hi People, wanted to post an update regarding my default and late payments dispute with Vodafone. I have had a response back from LEE (Vodafone) as follows:

Hi Gina,
Thanks for your email.
I've just tried to call you but there was no reply.
I'm sorry to hear of your dissatisfaction with the level of service you've received.
I've checked your account and can confirm that as a goodwill gesture we arranged for the default to be removed from your credit file on 25 February. Please allow up to 30 days from then for this amendment to update with the credit reference agencies.
In regard to the late payments, I can confirm that these will remain as they've been recorded correctly and show a true reflection of your payment history with us.
Kind regards,
Lee
Social Media Comms
Vodafone Limited

I am over the moon with the result and will try to apply for the mortgage when the CF's get updated with the above (hopefully the late payments, which will remain on file, won't have much weighting once the default is removed)

This is a great great Forum and have been visiting here for info/knowledge for years but joined just recently when i was in trouble...

i want to take this opportunity to thank MSE and MobileJunkie (you have been really helpful) !!!:beer:

and Thank you so much LEE at Vodafone for resolving this for me...You are a LEGEND !!!:T:T

Leon_W

jigglycaliente

"After going the WRT route I now have a guy who calls me up weekly (on my daughter's phone)"

Every time I call Vodafone I tell them to not try and contact me on my daughters phone (on the same contract) and every time they try to do so. It's infuriating !

They just don't listen.

vodafonecustomercomplaint

Vodafone fraud team
anyone got a number?
do they respond to fraud reports?





I got a text message telling me I had a brand new phone being delivered to an old address.
I got through to Vodafone who said they would stop the delivery as it was not me that had ordered it.
I managed to track delivery company and stop them delivering it as it was loaded and Vodafone hadn't stopped it.
Vodafone cancelled my direct debit as my account was compromised by fraud. They told me they would retrieve handset and cancel order and I would not incur any charges.
They gave me a pac code to so I could change to pay as you go, my contract had ended its term anyway. I have gone to new provider on pay as you go, and awaiting confirmation that my account is closed, fraud has been dealt with, and I don't owe money for handsets/bundles/calls that the fraudsters ordered.
The hand set was never delivered. The fraud was reported before bundles were activated.
when I tried to register online so I could track account I noticed a fraudulent email address so I rang in and told an advisor that someone had registered a fraudulent email address and it did not belong to me
Then I started getting texts telling me about all the bundles being purchased from my account, including free calls to the UK, (I have never been out of the uk so I don't know why I would need to make these phonecalls..
I spent hours on the phone being told each time that my account was not accessible as it was being investigated.
Then came the demands for payment of large amounts. My bill was only ever £17 a month now I'm being chased for hundreds.
FRAUD REPORT HAS BEEN IGNORED
CUSTOMER SERVICES CANT TALK TO ME ABOUT MY ACCOUNT.
TEXTS DEMANDING PAYMENTS KEEP COMING.
I am trying to get resolved before they libel my credit rating due to these fraudulent activities.
I want this resolved immediately, in writing, and an apology for the inconvenience for the fact they allowed someone to compromise my account, personal identity.

vodafonecustomercomplaint

I have always paid £17 a month direct debit, for the entire 24 months contract.

JJ1985CAFC

I have a complaint to make - but as usual no one from Vodafone ever gets back to you.
I took a Vodafone contract out for about a week and returned it with 7 days as no signal which I was assured I would have. I was told there was nothing to pay and that was the end of that but now I have a default on my credit file and no one can seem to find my account despite numerous phone calls and promised call backs.
Can someone help me??


Thanks

Cloudane

My refund was sorted finally late last month, just FYI

It's just that Voda has *extremely* rigid systems. When you call it's like you're on a flowchart, and if you say something unexpected that doesn't fit any of the flowchart directions, they're stuck. The problem in my case is I ordered the phone without having a Vodafone account (with the intention of trying it out without then getting a Voda chip after). It is an option on their online ordering to choose "Keep existing SIM".

Unfortunately they don't account for people like me picking that option to get it SIM-free - it's meant for people who have an existing Vodafone account. So if you don't have one, and take advantage of the 14 day refund period, things can get stuck because they have no info about where to send the credit to, as the refund process is attached to your Vodafone account, not your online store account / transaction history. Heck, I had to get a Voda PAYG number just to type into their auto-attendant so I could even speak to someone about returning it.

In a sense it was my own doing as the language of "keep existing SIM" is clear enough, but if customer services weren't so rigidly scripted they'd have been able to comprehend this and work around it.

But once the social media team get hold of things via the form linked in the OP, you do seem to get someone who can work out the exceptions and sort you out.

penny35

12864664
12864660
Have 2 as I mad a mistake and had to send a second one with added info