Official Vodafone Complaints/Query Thread

russellajallen

I've been trying - keep getting "Forbidden

You don't have permission to access / on this server."

mobilejunkie

Try reading 241.

liviboy

In fairness, I read #241 and sent an e-mail on Sunday.

Got an auto reply saying they'll reply in 48 hours...

We're now well past 48 hours with no response whatsoever.

Seperately, and to do with my own account's hassle and lies, I posted a letter to the address on the website. I received a missed call from Vodafone (overseas, not UK) and they left a voicemail saying to call 191 and anyone I speak to could help me.

I wrote the letter precisely BECAUSE nobody in customer services could/would help me and because customer services have repeatedly lied to me!

How the heck do I complain ABOUT customer services without customer service agents (i.e. NOT management) dealing with it???

The social media reps on here are deafeningly silent, no response to my e-mail and I have been informed I cannot open a complaint by telephone.........

Vodafone is honestly the WORST company I have ever dealt with! I thought 3 were bad, I thought O2 were worse but nothing compares to Vodafone!!!!!!!!!!!!!!!!!!!

----EDIT----

I tell a lie...the e-mail was sent on Saturday...Reference is #13076958

mobilejunkie

Did you put in the correct title as instructed? Provided you did I'd give them a little longer (not that there are any alternatives). It'll be working days anyway and they must get swamped with complaints from here alone. I can vouch for the fact they are still active - though my own current issues have been dragging on for months and are most unlikely to be solved before my contracts are up.

liviboy

mobilejunkie wrote: »

Did you put in the correct title as instructed? Provided you did I'd give them a little longer (not that there are any alternatives). It'll be working days anyway and they must get swamped with complaints from here alone. I can vouch for the fact they are still active - though my own current issues have been dragging on for months and are most unlikely to be solved before my contracts are up.

Hi mobilejunkie,

Yes I put in the correct title as per the instructions. They can have all the time in the world. I've given up with them I honestly have. Between Vodafone & the British gas switch screw-up I've never felt more like Victor Meldrew in all my life haha!

The telephone call where I was informed I couldn't open a complaint by phone was actually in response to negative feedback I gave in the after-call text messages you get sent by Vodafone. The girl kept asking if there was anything she could do and I simply said "Yes, get someone to respond to my complaint" (this is my complaint from about 5 weeks ago, not this more recent one). This was answered with "We can only give feedback." So I said "Feedback to the team that I want my complaint looked at". She said "We only send feedback. Is there anything else I can do to help your situation?"

I mean was this some sort of cryptic question that I failed? She kept asking if there was anything she could do but nothing I requested as possible as she only gives feedback...so why the heck ask if there's ANYTHING else she can do???

The company is just a joke. I understand that in every call centre operation there are going to be a few bad eggs...but I've yet to find a SINGLE Vodafone employee who is competent at their job, tells the honest truth, doesn't give false/misleading/inaccurate information, doesn't say they have done something when they haven't or indeed someone who is actually able to do anything at all.

The online chat and e-mail service are both outsourced overseas and the live chat operators just say anything. They don't even follow a script haha! The e-mail's are pretty much script-based until you demand an answer to your actual question and then they just send you a load of tosh which turns out to be lies.

The UK call centre operation isn't much better as everything seems to need to be e-mailed to X department, which is overseas and hence we get into the vicious circle we now find ourselves.

Note: I have no real issue with outsourcing but it does appear that by being in a different country they can get away with telling customers a pack of lies with no comeback on them whatsoever. It would also appear that Vodafone don't really care because, ultimately, mugs like us are still paying our bills!

mobilejunkie

Hardly worth writing all that. It's been like that for a LONG time and news only to a few hardly loyal customers who occasionally pop on here supporting Vodafone because they've been a customer for many years with zero problems. Many later appear having changed their mind when Vodafone decides to give them their modern treatment.

KittenChops

KittenChops wrote: »

Activated world traveller service on 5th March 2016 whilst in Thailand (and received texts to confirm). Made several calls on 6th March between 10am & 12pm (UK time) and texted Vodafone to remove world traveller service on the same day. My call log supports this.

Called Vodafone on Wed 16th March at 5pm as current usage on ‘my Vodafone’ shows timestamp of calls as 7th March (exactly 14 hours later than actual) and not under world traveller. Spoke to Morgan who said she was unable to view current usage. She called me back on 19th March at 12pm and said she was still unable to view current usage so I asked for notes to be added to your system to say that I am disputing this bill. She arranged to call me back on 2nd April which did not happen.

Have since checked my new bill on ‘my Vodafone’ as a PDF which has the timestamps of the calls as 7 hours later than actual.

My bill should be £11.50 + £5.00 world traveller + £3.00 Oxfam donation = £19.50

Vodafone is billing me incorrectly for £61.03

Vodafone never contacted me re the above post... I called and explained it all again to someone else on Monday, who said he would arrange a credit to my next bill for the difference and texted me to that effect.


Today, I received an email from Vodafone saying that the refund had been rejected because I had not been opted in to world traveller when I made the calls... Seriously??! THAT'S BECAUSE VODAFONE HAS RECORDED THE TIME OF THE CALLS INCORRECTLY!!!! (Surely that's the most basic of functions for a mobile phone company?!)


So my reply is marked very clearly as an official complaint, complete with Ofcom reference and various screenshots of my call logs, online bill and pdf bill as proof.


I also included a screenshot which was kindly provided to me by a taxi company which shows an incoming call from my number on that date, which corresponds to the provided call log screenshots from my phone.


We shall see...

Twinkletose

#13109523 raised today after several fruitless requests for information via phone, online chat and in store. Hopefully this method will reach somebody who is able to take action to resolve the issue and provide some real information, rather than saying anything to get the call closed. Fingers crossed.

straas

WRT135 [#13110171] submitted.

Not able to receive calls or texts since Thursday, get told to be patient and wait between 24 and 72 hours every time I call up.

liviboy

Well having sent the e-mail on Saturday...we're now on Friday...having been told 48 hours for a reply...I'm still waiting.

I know I said I'm in no hurry for a reply but I just thought I'd share the fact that they just ignore customer questions/feedback/complaints at Vodafone.