Official Vodafone Complaints/Query Thread

Leon_W

Lewn

I repeatedly asked Vodafone for a return bag for a phone they sent in error. I tried to do the decent thing and emailed the rep on here to try and sort it out, the last thing I heard was an email from Lee the Vodafone rep on here saying there was nothing he could do ! At that point you really have to throw in the towel.

Sold the phone on Ebay for £120 !! Happy days !

dolphin19

I have some good news regarding my Vodafone complaint, which went as far as the Ombudsman. This morning I received a call from Vodafone Customer Relations and after confirming a few details and that my preferred outcome was for Vodafone to cancel any charges, I am pleased to report that they have done so. They are going to put this in writing and I believe the Ombudsman will do the same.
It is such a weight off my mind.
A shame I had to go as far as the Ombudsman and spent approximately 10 hours trying to resolve it but at least it's sorted.

Lady_E

Hello Lee

Please can you help with my Vodafone problem -no service possibly linked with my request to end contract after 24 months .

Look forward to hearing from you .

Had a reply from the Vodafone team , yes we have service back on the mobile BUT they have started a new contract starting on 5-6-16 and expiring on 5-6-18. We want to leave Vodafone on 2/7/16 or sooner, without signing up to new contracts etc. PLEASE PLEASE can we get this sorted out .
TIA

ryan92

WRT135 [#13146262]

So on the 25th April I was given the opportunity to have my contract penalty free due to the months of maintenance issues.
The line was to cancel off on the 25th May..... as of today it's still active!
Contact them on Tuesday and was told it was an error and it would be cancelled within 24 hours...... back on today and told under no circumstances will it be cancelled off penalty free!

I have a text message to my phone confirming this, an email from Lee confirming this and serveral chat logs confirming this yet they will not budge without charging me a fee so as such the line has to remain active!

bornlovely

am at the end of my tether with Vodafone.

14months ago I attempted to shut down a phone number with them. Called up to cancel the contract. Easy! a month later received a email missed a payment. Called explained I had canceled my contract and this was an error. "No problem we will cancel your account". another month passes another email. ring again. "we are sorry i have now canceled your account".

However, they didn't stop billing me. When I called them up it would invariably take ages. They assured me numerous times that they wouldn't bill me any more.

Then I had intimidating calls from debt collecting agencies on my home answerphone, which scared my partner and daughter. Vodafone told me they had sold the debt. Although I didn't owe them anything.

I contacted the ombudsman and after a lengthy period Vodafone settled through the Ombudsmen. However, and this is where the real issue started,

A year later, we had a buyer for our property and went to look for our new home. Only to discover the failed payments had not been removed from my credit file contacted them and they said it wasn't gong to be addressed and I needed to go through the Ombudsmen again as the original settlement did not specify they would remove the failed payments from my credit file. Not being used to these issues, one would assume this would happen by default if they accept the fault was with them.

I contacted the ombudsman, who said they would need a deadlock letter from Vodafone. So back to Vodafone again, where I was this time told that they would remove it and did I know they actually owed me a small amount of money all this time. Obviously I hadn't been told that.

A week later I called again to check they had removed the credit mark, only to be told this time that they wouldn't help me and they would not issue a deadlock letter as they felt they had dealt with the complaint already.

So I went back to the ombudsman again, who told me I need to get a complaint reference. Only Vodafone told me they won't help me.

In the meantime we have lost the buyer for our home and are unable to move house, although we need to do so very urgently.

I have never missed a payment to Vodafone, but am put in a desperate situation. I no longer know where to turn or what to do. Can a phone company legally be able to put someone in this situation?

After the previous stress due to the threat from debt collection agency I thought we were over this horrible endless nightmare, but here I am back to spending several hours a day on the phone and with my family left unable to move house. I can't believe this type of treatment can be legal?

Does anyone have any advice on how I can possibly resolve this?

bobpitbull

Like many people here, I have had a long, long chain of problems with Vodafone - despite trying to cancel my contract with them back in September 2011.

Timeline:-

- July 2009: I took out a 2-year contract with Vodafone for a mobile data sim with laptop;

- September 2011: Called them to cancel the contract. I paid the final bill at the time and agreed with the operator that I should cancel my Direct Debit - as it was due to be taken within a couple of days. I was assured that the contract was cancelled;

- October 2011: Received a new bill. I assumed this was just a timing-problem, they'd probably already printed the bills before my cancellation;

- November 2011: Received another bill.. worrying - but I was really busy at work at the time so left it...;

- December 2011: Third bill arrived ... the bill has accumulated .. so I give Vodafone a call. "there's no record on the system of your cancellation?" .. I check my bank account - they haven't debited the final payment... being from Yorkshire, I (stupidly?) stood my ground, refused to pay the accrued bill and demanded that the cancel my account at this point. The operator said he understood, would do what he can, and would convert my account to a Pay As You Go for now;

February 2012: A default was registered on my account after several further letters of increasing threat - and after failed attempts on my part to get them to understand about their mistake;

March 2014: I decided that the best thing for my credit file at this stage, as Vodafone were still denying any wrongdoing, was to pay the account off. A settled account looks better than an outstanding one - and my research showed that settling the account didn't mean that I was admitting fault (which I definitely wasn't).

May 2016: On applying for a mortgage, found that it was rejected due to the default. Decided to try one more time to resolve things with Vodafone. It took AGES to get anywhere with them on the phone - I needed to speak with the "Credit File Support Team" but it was often a rigmarole to get properly transferred ... once through, on a couple of occasions the operators at CFST would be incapable of even finding my account - some of them could (the competent ones?), others couldn't.

8th June 2016: I -finally- got a call back from Claire Broadhurst, a manager within the CFST, to be told "we can't find your cancellation request" (well, duh!) .. and "as responsible lenders, we need to leave the default on your credit file"...

What next..? Ombudsman? Small Claims Court? I'm happy to try them all - one of them must be decent enough to resolve this in the right way, surely..?

bobpitbull

Oh and, like the last person, this mess has cost me the chance of a house move. I'm currently in rented accommodation as I can't get a mortgage due to the default being on my credit file. It's absolutely criminal, disgusting, abhorrent... Vodafone should be strung up for what they're doing to their (ex-)customers.

vodafoneareanightmare

I shall try to provide a BRIEF summary of the nightmare that has been ongoing for more than a year...
Vodafone sold me an add-on that meant all calls were included in the price. It transpired that this was not the case. The add-on only included Vodafone to Vodafone. I had several months of extra charges before Vodafone actually listened to a recording of the call and agreed I had been [STRIKE]lied to[/STRIKE] misled.
I, understandably, requested a rebate of the extra charges.
Rebate did not appear.
I was told on July 21st last year that it would take 10 days for a bill recalculation - and guess what - I still haven't received it!
In desperation I started a new contract with EE and asked for my PAC code so that I could move my number to a new provider.
Vodafone withheld my PAC code (requested in July, actioned in October.) During this time I of course had the pleasure of paying two contracts - to EE and to Vodafone.
Vodafone continued to refuse to reimburse the extra charges.
I ended up with at least 6 'requests' in their Onecom customer care database, spanning a period of 5 months.
Vodafone mailed me and threatened to register my account as a bad debt with the credit reference agency - even though THEY owed me money!
Eventually Vodafone plucked a (derisory) figure out of the air and offered it as reimbursement of the extra charges. They didn't provide any breakdown of the extra charges, nor did they offer compensation.
I have waited nearly 6 months for a reply to my last communication with them. They are ignoring me.
They are a nightmare. And dishonest. And I ran out of energy with it all, as they no doubt expected me to. If I had the energy I'd take them to court.

arh1664

I have sent off the web form, ref 13496956,and am hoping I might eventually get somewhere. Although reading this forum I'm not very hopeful! Last month I was sent a text about my latest bill which was much more than I expected. I immediately queried it with Vodafone but apparently they can't see it either. 2 weeks later I'm still waiting for the bill, or some kind of explanation.

Vodafone

Hello Lady E, ryan92 and arh1664,

I’ve checked your reference numbers and can confirm that we’ve received your messages.

We’ll be in touch as soon as possible.



Hi bornlovely,

I’ve replied to your other post, here.



Hello bobpitbull and vodafoneareanightmare,

Please contact us via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we’ll check we've received it.


Thanks,

Sarah

Social Media Operations

Vodafone UK