Official Vodafone Complaints/Query Thread

big_mortgage

I did yes. Can't get to the form otherwise

mobilejunkie

Then email:-

eforum.web@help.vodafone.co.uk

with that heading.

liviboy

Hi all,

So I have had a bit of a time of it trying to get a VEA (Vodafone Employee Advantage) discount added onto my account and my wife's account.

I eventually got it applied to my account after lots of to-ing and fro-ing. However my wife's account is a big fat NO!

I work for a local authority and we have two different e-mail systems. One ends .gov.uk and the other .org.uk. My department uses the .org.uk system.

My account's VEA discount was applied for in-store so they didn't use the e-mail validation just looked at my ID badge. However the store told me as of March this would no longer be possible and all discounts would be validated by e-mail address alone.

I E-Mailed the Vodafone advantage team to ask if both domain names are valid and was assured that they were.

So my wife upgraded her account earlier and I filled in the VEA form as directed. I was immediately sent a rejection e-mail stating that my employer isn't part of the VEA discount but this is simply incorrect. My employer is very much a member of the VEA scheme but Vodafone's systems can't seem to cope with the two different domain names.

Worse than the fact I'm having a nightmare trying to add on a 20% discount...the online chat team and the e-mail team simply tell lies. Its one lie after the other. I have all the copies of the chats and all the e-mail replies which prove I have been lied to time and time again.

They just honestly don't have a clue! Nobody in the UK can deal with the discount as it's handled by the e-mail team in India and all anyone can seem to do is "fill in a form" which is subsequently rejected time after time.

My discount on my account was approved on the 14th February but it didn't appear on my March bill so I called up. CS then filled in another form which was rejected because I was outwith the 30 days...they failed to take into account that it was approved a few days after my account was opened on the 8th February! It took umpteen backwards-and-forwards e-mails to eventually get them to add it and backdate it. I can see me having even more difficulties with my wife's account because I'm not the account holder...but it has to be me who applies for the discount on her account...it's an absolute nightmare.

I sent a letter to Vodafone regarding the lies including copies of the chats on the 19th of March and despite their complaints site stating they'll let you know once it's received no such notice has been received by me.

A warning to all of you - avoid Vodafone! Avoid! Avoid! Avoid!

liviboy

A bit like everything at Vodafone the web form isn't working. Tried Edge, Chrome and IE. All returned a "Forbidden" error after submitting all the details...how fun!

playfull_monkey

I renewed contract in Jan which I thought was a good deal and I'd had no problems before it no end of problems to them not honouring discount which I have now got to a deadlock letter. The other problem is they have added extra accounts to my bill which means my bills are 250 per month as opposed to 25. I have to cancel my DD each month to stop it going out and then they rebill me. What a joke I have asked if I can leave I won't get a better deal but the hassle is not worth it.

20aday

I've not posted in this thread for a while but the Daily Mail have an online story about one poor customer who was passed from pillar to post.

I don't know why they continue to bury their heads in the sand; from reading the various complaints on here (and elsewhere) it's almost like they wear the infamous badge of honour with pride!

CHJ21

Good morning,
Hopefully someone can help me with my on-going problem with Vodafone, who don't know the meaning of the words 'Customer Service', which has been going on for the last three and a half years.
I contacted Vodafone originally on 23/03/2016 about a default I have discovered on my credit report of over £400.00, with an attached default date of 12/12. Since then I have been informed by Experian that the account has been passed to a DCA, but then to be formed by the DCA it had been was returned to the client on in 06/13 (which I have prove of). Now I have spoken to both the DCA, who have sent me proof it was returned to the Vodafone, but they still don't accept liability and refused to tell me where the balance has now originated to. I have accumulated over five hours in phone calls to Vodafone, passed between the Billing, Sales, Collections and Crystal Customer Services Support team and call centres everywhere, yet I am still unable to speak to the 'Agency Liaison team', who I have been advised will be the ones who can tell me where the balance goes.
I am considering going through Vodafone's official channels of complaint, but believe this will result in more ignorance, incompetency and unprofessionalism.
What would be the advice of others on here, as a potentially vulnerable customer this isn't having a good effect on my health??

mobilejunkie

Follow the advice on this thread.

russellajallen

So bare with me - long winded post coming up - but need to explain the whole story;

22nd March - Unfortunately my phone was stolen from me. I called vodafone immediately to blacklist and block the phone, I thought my biggest problem would be replacing the phone. little did I know...

24th of March, having got back from my holiday I contact vodafone to request a replacement sim card.

26th of March. Sim card arrives, I contact them again to activate it, and told it takes upto 24hrs.

29th of March. Still not working. Contact them again - I get told I've been sent the wrong sim card (no idea how this is possible, or even true, but I accept and carry on waiting)

30th of March. Receive sim card, contact to activate - told 24hrs.

31st of March. Still not active, Am now told the case is having to be escalated, but being treated as a highest priority and will be fixed within 48hrs this time.

2nd of April, I call, am todl there's a "glitch" on the account which will be fixed in a few hours, and I'll get a call on m,y land line when it's fixed. They call back 10minutes later and am told upto 72hrs for the glitch to be removed.

72 hours pass, and still nothing. I've sent them a letter stating that I want this fundamental to the contract and want it to be resolved within 7 days - otherwise I'm entitled to end the contract without charge quoting 11b of terms and conditions "we don't do something fundamental that we should have done under this agreement (for example, if there is a complete failure of the entire UK network for seven days in a row due to something we have done), within seven days of you asking us in writing;" - this was sent recorded delivery

the 7 days are up, I call and am told there's a system update and I'll get a call back in a few hours, on my land line. That was yesterday.

I call today and explain all of the above and that I now wish to end the contract they are in breach of. Kim from vodafone explains I can't do that as my contract isn't up until next year - I explain the terms and conditions and get put through to someone else - Davvriq.

Davvriq was extremely apologetic and polite but explained that i have to wait another few days for the complaints office (i cant remember the exact name of the department - but basically a seperate office) to get back to me - I explained that i didn't - the 7 days are up and I wish to leave them due to the lack of service and breach of contract. Im told all I can do is wait a few more days... he told me they would be in touch and are the people who can end my contract without charge, this is how it's been left. I guess now it's time to escalate to Ofcom?

Russell

mobilejunkie

Unless you enjoy going round in ever increasing circles afloat on the usual lies Vodafone will produce contact the WRT as endlessly instructed on this thread. If you'd have done that weeks ago it might actually have been sorted by now.