Official Vodafone Complaints/Query Thread

mcgroa

ok by way of an update to my post on page 14 (of 21 now) i have traded various vmails and emails and phone calls with the social media team, and can confirm that they have finally managed to fix my overbilling and put the culprit phone on the correct tariff. Even they struggled to figure out how to apply the updates. They then refunded my overcharge. I am still awaiting 1 more fix which is that since they fixed the tarrif the handset is barred from making calls! That also seems to be unfixable by normal call centre staff who make the same usual platitudes about it being fixed no problem etc.

BrilliantName

Vodafone wrote: »

Hi BrilliantName,

I've checked your reference number for you and can see that we received your message at 6pm, on 10/06/2016. We'll be in touch as soon as possible.

I get a text today telling me I will be contacted within the next 30 minutes to discuss my complaint. Great, I think. So I run up to the loo, sprint back down... and they've ALREADY PHONED. Within two minutes of sending the warning text !!? So now I have to send an authorisation code via email back to them, where I have suggested maybe it's a good idea if we arrange a time so that we don't miss each other. Silence.... So it appears as if I'm back to square one, either shouting on this thread, or waiting by the phone for Vodafone to call me to fix their problem.

I remain unconvinced that this avenue will lead to a satisfactory result.

I am just growing increasingly frustrated to the point of madness. I thought this avenue would relieve the pressure but it just sems to be adding to the layers of Kafka-esque bureaucracy...more hoops to jump through to tidy up their mess. Argggghhhhhh

boatman

Vodafone wrote: »

Hi boatman,

If the increase directly causes a 10% increase to your payments, you’re able to cancel your contract without paying an early exit fee. Anyone who’s affected by this will receive a text message with full details and instructions on what to do next.

Kind regards,

Sarah

Social Media Operations

Vodafone UK

Quote given to MSE: http://www.moneysavingexpert.com/news/phones/2016/06/vodafone-to-increase-out-of-allowance-costs-next-month---but-you-may-be-able-to-dodge-the-hikes?_ga=1.186819496.104582785.1437940059

What does Vodafone say?

A spokesperson for Vodafone said:

"Customers will receive at least 30 days' notice of the change and those impacted at or above the rate of RPI will be given the right to leave without charge, in line with Ofcom's guidance."

The rate of RPI is 1.4% and the Vodafone spokesperson has told MSE that people who's bills are above this will be given the right to leave.

So is it 1.4% or 10% as you have stated?

As far as OFCOM are concerned ANY increase can be regarded as ' material detriment' giving rise to a right to cancel. The changes here may not be to the monthly line rental but still very much form part of the 'core' agreement when the contract was agreed, as such you should have the right to accept or refuse the changes. There is no reason to change the prices during a person's contract(with the exception of UK legal changes), it can wait til the end of the minimum term. Vodafone have chosen to enforce these changes regardless. As you are not told of these changes when you took out the contract like the RPI increases in many contracts, you should have the right to agree or refuse, not rely on some arbitrary decision by Vodafone.
I would advise anyone with a Vodafone contract to renegotiate, regardless of whether you have previously used the out of bundle charges, because you may well use at a later date within the contract period, it's your call, not Vodafone's.

thetriggerhappypwner

Oh Vodafone, why do I trust you with my personal details...

I have recently upgraded my contract for a Samsung Galaxy S7 with unlimited texts calls and 2GB of data. To do this, Vodafone wanted £74.80 for an "early exit fee", and £49 for the handset.

I was a bit naive at the time and did not realise that Vodafone should not have hit me with a £74.80 "early exit fee" and I have been fighting to get it back for weeks!

Ever since I have been fighting for this to be refunded, I have been made promise after promise that it will be returned to my bank account within a certain period of time, usually "3 - 5 working days". It is now some 6 weeks later after first raising the issue, I am still waiting for my refund...

Is it just me or are they trying to keep it from me purposely, which in my view constitutes theft by fraud and should be prosecuted either criminally and civilly or both?

I am at wits end here and I honestly don't know what else to do except keep phoning them for the rest of my life or sue them in county court.

It is my honest belief that they are deliberately procrastinating and delaying it hoping I will go away and let them keep it, no chance, I want it back, and I want it now!

I have tried the Communications Ombudsman, but they say (as usual) that I have to wait 8 weeks, what a shambles!

Would somebody please help me get my refund?

SIDE NOTE: I have just sent off a form RE link to fill in "Vodafone's" profile using "WRT135" as the code. REF is "WRT135 #13557470"

nomywell

Wrt135 [#13560224]

Vodafone has taken £170 from my bank instead of £19.50. I have reported it via telephone to CS and was informed this would take 7-10 working days. However, this is a very serious amount of money and I need it back now. What's worse is that the overpayment is made up of several orders which appear to relate back to my previous WRT complaint with Vodaphone which was 'resolved' back in January.

Due to the large sum of money involved, I would appreciate a quick resolution before I start to incur bank charges as well! Thanks

Vodafone

Hi mcgroa,

Thank you for the update.

I'm glad to hear that the matter is on it's way to being resolved fully.



Hello boatman,

Apologies for my previous post, and confusing matters with the conflicting information.

It is if the increase causes your bill to go over the RPI of 1.4%, not 10%.

The matter is fully explained in the text or letter received by customers who are affected by this.



Hi thetriggerhappypwner and nomywell,

I've checked both of your reference numbers and can confirm that we received your messages yesterday. We'll be in touch as soon as possible.




Thanks,

Sarah

Social Media Operations

Vodafone UK

BrilliantName

To update on my case from above ^^^

I have been re-contacted by a different representative who was able to resolve the issue swiftly by cancelling my outstanding contract immediately.

Hopefully this is the end. Nearly all Voadafone staff I have spoken to have been friendly and polite, but I think the problem is they are not entrusted with any power to actually help/alter accounts - so even if they can understand your case and plight there is little they can do.

The company, imo, should be employing far more 'helpers' like the people who are fixing the issues in this thread because I had to waste 15+ hours of my life, speak to over 15 members of staff, to fix what was fixable in a 2 minute conversation with someone with enough access/power to do so. Let alone from a customer perspective, all those business hours have been wasted on this issue alone.

nomywell

Hi.
I missed a call from the Media Relations Team today under EXACTLY the same situation as Brilliantname. So they sent me a code via text and an email for me to reply with the code so they could progress my case or something. Since sending the email and code, I've heard nothing. No acknowledgement, nothing.

As I said in my last post, this concerns a lot of money incorrectly taken from me and will very soon start to cause me some serious problems.

Thanks

Vodafone

Hi BrilliantName,

Thank you for letting us know that this is now resolved.

I'm sorry that it took a little while, but I'm glad this is now sorted for you.

I appreciate your feedback and will get this fed back on your behalf.

nomywell wrote: »

Hi.
I missed a call from the Media Relations Team today under EXACTLY the same situation as Brilliantname. So they sent me a code via text and an email for me to reply with the code so they could progress my case or something. Since sending the email and code, I've heard nothing. No acknowledgement, nothing.

As I said in my last post, this concerns a lot of money incorrectly taken from me and will very soon start to cause me some serious problems.

Thanks

Hi nomywell,

I've checked your reference for you and can see that we received you response, including PIN yesterday. We'll be in touch as soon as possible.

Thanks,

Sarah

Social Media Operations

Vodafone UK

boatman

Vodafone say they have looked at people's bills for Feb/Mar/Apr and if they are more than RPI then will get a text. But what if you have only had your contract for a couple of months, is it not reasonable to claim you haven't yet had a chance to use the out of bundle items and you still have the bulk of your contract left to use them so should be allowed to leave? You don't expect to take a contract and the next month they put the prices up!