Official Vodafone Complaints/Query Thread

dom1983

Long story but bare with me. So I unfortunately lost my phone at some point on Saturday, extremely frustrated but thought hey! not the end of the world, I've been paying £15 a month for insurance for the past year so at least Im covered!

Called the insurance guys and the claim went through no probs, brilliant I thought! Assured me a new handset would arrive on Monday at some point so I took the day off to wait for it. Funny old thing it didnt arrive, thanks Vodafone!! So anyway, rang back up and they apologised, assuring me it would come early on Tuesday, yet again, took the morning off with no delivery to be seen!!!

It actually turns out there are none of my model(Iphone 6+ 64GB) in stock! Awesome Vodafone, I mean who would keep stock of a product you are insuring against loss or damage?! I mean who would be that ##~##????

Anyway, finally got the customer service people to agree that I could get a replacement from a local stores stock, sensible option I thought! Took myself down to the local store(Hereford Vodafone). Explained there was a note on my account to say I could get a replacement from there, all seemed in order until they came out of the back and informed they too had no stock either!!!!! I asked if I could ring the customer services line to get this sorted, horrible young girl there called Izzy informed me they had no way of letting me ring the number, despite her literally just putting down a landline phone in front of me, apparently she would get in trouble if Vodafone are called from that......WEIRD!

Anyway she had an excellent suggestion, If I wanted to speak to Vodafone customer services, maybe I should buy a cheap PAYG handset with credit and use that?? She was actually serious aswell!!! At this point I asked for the manager, polite guy called Paul. He seemed slightly embarrassed when I told him what was happening and kindly gave me his own phone to make the call which was much appreciated....Izzy, thats probably why you work for him and not vice versa!

Paul was very helpful, even as I got ejected from approx 5 calls that failed, transferred with no warning directly back to the start of the insurance department as if I had never explained any of the various dramas. He suggested to the customer services that they let him give me an alternative handset that they did have in stock(Id have accepted a downgrade at this point) this apparently is not doable. Lord knows why as he wanted to give me a normal 6S that is actually worth less than my current handset!! Anyway after an extremely frustrating 3 hours I left the store with no handset.......the one I have paid over a years worth of premiums to insure against losing remember and absolutely no idea when I may or may not get a replacement!!!

To top it all off its also moving house week with a fair amount of furniture being delivered, should be fun having no contact with the delivery companies etc Smiley Wink CHEERS VODAFONE, especially you IZZY from Vodafone Hereford, customer services specialist you are not!

mikedavy09

Hi,

Please can someone provide me an answer to my query WRT135 [#13599003] regarding my £60 Amazon voucher I have not yet received from Vodafone?

Kind regards,

Michael Davy

JarradBycroft

Hi All,

I just wanted to share my experience with Vodafone with you.

Last year as part of an upgrade we agreed to take 2 x "free" Ipads, happy with the deal we proceeded.

We noted our charges fluctuated a little which can sometimes happen with upgrades, however, months later our bill was still much more than we expected.

We queried over the phone and heard nothing, despite being told we would be called back.

A month or two later we did the same with the same result.

Around 3 months ago I queried the account to see exactly what the breakdown of charges were and discovered that the 2 free ipads were costing me £ 55 a month in line rental !

So we complained, and we cited the mis-selling and misreprentation act and demanded our contract be cancelled as it was null and void.

Vodafone finally rang and offered us this that and the other which was paltry until they agreed to escalate it to their highest section when we were offered an improved agreement.

However, I stood firm, they failed to act within their own complaints procedure and they failed to reply to my letter within 8 weeks so I told them I would wait for the Ombudsman to rule as I was confident in my case.

In the middle of this they cut me off also which I had to fight to get back - basically beccuas they'd gone 7 weeks without responding to my complaint i stopped paying them...guess what their accounts dept wrote to me the same day I witheld payment !

Today my complaint ws upheld and my contract is being cancelled.

So i wanted to share this here to say if you are prepared to dig in, not get scared by their threats and know your rights you can take on big organisations and win if you follow the right process.

cheers

edgarjavids

Web relations team please help me. Ticket number is WRT135 [#13615588].


I had a contract with Vodafone in March this year and decided against staying with you within the 14 day cooling off period as per my consumer rights. The handsets were returned and was confirmed. Vodafone disconnected my lines as soon as the handsets were received back. Last month I received letters from Vodafone saying you have referred me to a debt collection agency for non payment. I spoke with customer service advisors who confirmed this was incorrect and have an email from them to say this was incorrect and that the balance of my account is zero. I today checked my credit rating and it's been damaged by the fact Vodafone still has mt account open and have claimed that I made a late payment! This is ridiculous!! The account should have been closed on the 18/03/2016! The account is still open and now this incorrect record of late payment has severely damaged my credit rating! I want everything sorted! I want my credit file rectified. I want Vodafone to remove the incorrect record of late payment and amend the credit file to show that the account was closed in March! This must be done or I will go to the ombudsman! I am at the end of my tether! I am absolutely disgusted at Vodafone and the service. This is people's lives you are messing with.

Vodafone

Hi edgarjavids,

Your email is in our queue and we will be in touch as soon as possible.

Thanks,

Sarah

Social Media Operations

Vodafone UK

jennifer12

I have been overcharged for two months £137.37 and £196.78. I have rang vodaphone and they have said I have went over my 500 minutes bundle. I'm a low user and make very short phone calls as the reception is terrible and these bills certainly doesn't reflect my average bill of £20!!!!!
I have found their customer service awful and this is yet to be resolved.
Disgusted customer.
Reference; RES387342

Vodafone

Hi Jennifer12,

Please email us here to discus this further.

To access the form you'll need to enter the code WRT165.

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

Leon_W

There you go edgarjavids.

Your credit record is completely ruined by the ever incompetent Vodafone which would certainly affect any application for a mortgage or credit and yet they don't have any comprehension of the urgency to put right their wrongs whatsoever.

"Your email is in our queue and we will be in touch as soon as possible."

Any complaint regarding information given to credit reference agencies should be investigated (and rectified if necessary) IMMEDIATELY !! Not put into one of their never ending queues.

PaulPerton1

I have submitted my details through the social media hub, this is my partners account for MSE,

The reference number is WRT135 #13647444

I hope to hear from somebody soon to resolve this issue

Many Thanks

Vodafone

Hi PaulPerton1,

We can see that we have received your email and will be in touch as soon as possible.

Thanks,

Nathan

Social Media Operations

Vodafone UK