Official Vodafone Complaints/Query Thread

Barzo

Wish I came across this thread before I fell into the trap!

On the 1st March I was cold-called by VF (or most likely someone on their behalf) and told I was paying too much on my business contract. The guy had all my details to hand therefore I can only assume he was from VF or VF had furnished him with my information.

After tweaking my contract and adding a few bolt-ons to the lines he appeared to have made some considerable savings - Happy days! At this point I got him to assure me that the term of my existing contract would not be extended. I was happy with these changes and was about to authorise until the guy pulled the rabbit out of his hat....

"Sir I'm just checking here, and as a LOYAL business customer you also qualify for 2 free tablets (Tab speed 6) and 2 free mobile broadband devices".

On 3 separate occasions I questioned whether there would be any on-going or up-front charges on my account.....to which he clearly informed me "NO...they are free to do whatever you want with". I also questioned whether this was a ploy to extend my existing contract??? Again he said "NO".

Tablets and Mobile BBs arrived along with sim-cards (which I didn't ask for). No copy of contract has been posted or emailed to me for any of these therefore I assume the recorded sales call acts as the binding contract. 4 weeks later I received my monthly invoice with 4 extra connections being charged.

I called VF and told them that I was mis-sold these products. They were apologetic (although careful to admit any liability), and promised that they would escalate the complaint which involved listening to the sales call. A guy called me back an hour or so later asking for information so that he could trace the initial sales call. I provided this and was told that someone would call me back within 24 hours.

After 3 days, I had no response so called again (11/4/16) and was told that "my complaint hadn't been escalated properly", and that they would process it now. I was informed that someone would be in touch within 72 hours.

4 days after this (15/4/16), I called them back. It took them a while to find my notes but they instructed me to return all 4 items and only then would they refund me any charges. I simply told them that this wasn't good enough and I wanted a manager to call me back. I have been promised that a manager will call me today (not holding my breath).

I was an O2 customer for about 10 years before switching to VF last year. I'm also in the process of shopping about for a second business contract and based on the fraudulent activities of VF, and the poor customer service, I highly doubt I will be using VF.

Will keep you informed if VF ever get back to me......

CB

russellajallen

ref: #248

After being on the webchat for an hour yesterday, and connected and passed around to 4 differemt people I eventually got told that webchat cant cancel contracts!!! After an HOUR!!! So I called up and after being passed around (eveytime i explain what I wanted they said I was with the wronf department, I was with billing and I needed resolotions or something, only to be put through to someone else at billing) anyway after all that somebody activated my sim, and dieactivated the other 3 sims that were apparently active and blocking my sim card. How simple was that?? Despite me insisting I wasnt interested in it being fixed as they had taken far too long - and explaing the letter I wrote and that I was entitled to end the contract due to their t n cs - they fixed it - I thanked them, and they said they wouldnt charge me for the days I couldnt use my phone - as if thats a comprimise! I refused and am still fighting to end the contract - no idea where I'l get - they breached contract so I'm entitled - I've now reported all this to the Ombudsman, so we'll see how far we get.

mobilejunkie

Not very far by the sounds of that.

Birdy12

I have had problems with Vodafone recently; they seemed to have complicated something that could have been so simple.

My contract ended on 31st March and I contacted them at end Feb to give one month's notice.

I was notified of my bill, to come out in May, on 9th April, £276.00. Bit of a shocker when the 2 contracts, (both mobile phone lines), I had with Vodafone, (2nd one to run until August), combined, only total £39.00 each month.

Turns out that that I was not only incorrectly charged an early termination fee but they also managed to disconnect the other line first, in error, reinstate it for a fee and put it on a different price plan, (increasing it monthly from £17.50 to £42.50 :cool:).

I've spoken to, online chatted with and emailed many people in the past week so I'll wait to see what happens.

What I don't understand i, when I send an email, Vodafone bounce one back suggesting that I use online chat. however, when I online chat with Vodafone, it is suggested that I phone them. So, is a phone call the only way to resolve things? If that's the case, what's the point of email or online chat?

Bizzare

mobilejunkie

A phone call or online chat guarantee that nothing will be resolved. Follow the advice on this thread or go on forever in increasing circles.

Nade164

I have submitted a complaint today, absolutely shocking service from Vodafone, I paid my bill on the 11th, had this confirmed by my bank. Bank authorised the transaction, Vodafone didn't process the payment their end and are now trying to claim I missed the payment! Advisor on 191 told me that their system is upgrading and this is affecting payments - not my fault and I do not see why my credit rating should be affected due to this.

liviboy

liviboy wrote: »

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

So...here we are over a week and 2 days later - so much for "48 hours" - I notice the forum is still deadly quiet from anyone at Vodafone and nobody can be bothered to actually reply.

However, I have [FINALLY] managed to get everything I wanted done. It's amazing how easy some employees actually make things so a massive thank-you to the girl in one of the UK call centres. She sorted the issue with the discounts, sorted a few other account issues just like that!

Why can't everyone just be like that? I mean honestly; it was a 20 minute call! The issues were obvious to her and she got them sorted. Everybody else kept passing us from pillar-to-post!

Within 18 hours everything was showing on MyVodafone, we had text confirmation and e-mail confirmation (including a very nice e-mail from the overseas folk confirming everything the girl had done and everything they themselves had actioned as a result).

All it takes is one competent person who actually listens, can go off-script and deals with the customer's actual problem rather than the problem they THINK it MIGHT be.

There just *might* be light at the end of the tunnel yet!

mobilejunkie

I wouldn't have mentioned her name - Vodafone don't like employees actually sorting out the problems they purposefully created. Competence and custmner service is anathema to them.

liviboy

mobilejunkie wrote: »

I wouldn't have mentioned her name - Vodafone don't like employees actually sorting out the problems they purposefully created. Competence and custmner service is anathema to them.

Name removed just in case :-)

mobilejunkie

That's the best feedback for the employee in question!