Official Vodafone Complaints/Query Thread

K_M_2

I have exactly the same problem - an 07979 number that was ported from vodafone to EE many years ago will not send or receive SMS from other phones - seemingly mainly EE.
This is incredibly inconvenient especially as my brother and mother are EE and other friends, not to mention many that I do not know about.
I asked EE to leave the contract - they said it would be over £600 and it is not their problem it is with vodafone.
I am at a loss at what to do as there seems to be no one that is taking final responsiblity for this problem and no clear evidence of when it will be resolved.
I do not want to change my number but am thinking I have little choice
Dr Kirsty Moore

mrschambs

Hi Nathan,

I had completed the form prior to posting here. I have just completed the form again and have not been given a reference number. I tried to copy the message I get but this forum doesn't allow me to post links

Mark

rachie29

Copy of complaint made to Vodafone, REF: #13734375


I received a text message from Vodafone containing a link that said I was affected by the upcoming price increase and was able to cancel my Vodafone contract with no charge and not required to return the handset. I sent my letter to Vodafone on the 17th June (the day I received the text) via 1st class post and I haven't heard a thing since then.
I have spoken to various people on chat, and I have been told "your letter and email will be sent within 24 hours" that never happened, then I was told it would be 10-13 days after the letter was received that I'd receive a reply, then I was told 15-20 days and now I've been told 30 days. I feel like I'm being fobbed off and I want this sorting before the price increase on the 23rd July. I also requested my PAC code in the letter.

semoosavi

I followed the instructions in the first post but wasn't provided with a reference number. After the fiasco that I've been through with Vodafone this doesn't surprise me though!

I've been waiting 2 months for return of £446 which Vodafone took with no explanation. In the meantime, they have set up two extra direct debits for no apparent reason. I've been promised call backs, I've been to complain in store and I've written a formal letter of complaint. It has even got to the point where they are noting that I have not made payments on my credit history. What on earth is going on?

I'm prepared to go to small claims court if necessary - it doesn't cost me anything and I'm legally qualified. I just hope that after being a Vodafone customer for over 10 years that they might actually resolve this issue without the need for legal action.

KittenChops

My number was transferred from Vodafone (hurrah!!) to GiffGaff last Wed 6th July. I’ve just used live chat to find out when Vodafone will refund me as my account was in credit. That refund is apparently being sorted now - but I was told I need to ring up again on / after 2nd August (my next bill date) to request a second refund of advance line rental, and that will trigger Vodafone to prepare a final bill for 2nd September and only then will my account be closed.
Seriously??!? Is this standard practice?
(I’ve very recently moved broadband & TV from BT to Sky. At no point did I have to contact BT to get a refund - they did it all between themselves, and BT didn’t expect me to wait for nearly two months to confirm my account was closed.)

2catsandcounting

I'm at a complete loss as to what to do with Vodafone now, i've been complaining for about a month now, and still the issue is unresolved and i feel like they are just ignoring me now.

Way back when I joined Vodafone at 16 years old (so 11 years ago) my phone was in my mum's name and account as I was not old enough to take our that contract. At some point between then and now I became a responsible adult and took over the account and so it was put in my name, and i didn't have a single problem with them. To the point that when my mother-in-law needed a new phone, i had no hesitation in recommending vodafone, and me and my partner decided to pay for this for her so added a second line to my account.

Last year I moved house out in the sticks, where i had no vodafone signal, and when my contract was up I made the change to o2. And this was then my problems began. When my phone closed, they also closed my account, even though it still had the second line. This second line then somehow reverted to my mothers account, but she has since left vodafone, and so is unable to log in to the account, yet gets monthly emails saying the bill is ready.

Things got worse when I accidentally cancelled the direct debit; i phoned up within days when i realised my mistake, and have a confirmation email on 10th March to say that the direct debit is in place, but i haven't made a payment since. I phoned up at the end april/may when I was worried that I hadn't made a payment, and I was told that there was £50 credit on my account (I have no idea where this came from) so they were using this instead of taking payments, but was assured the direct debit was in place.

My mother-in-law then started getting text messages to say that the bills haven't been paid, and the account would be cut off. I was in town at the time, so called into vodafone, and was told that the direct debit was in place and not to worry.

Last week the phone was cut off. Cut off because we owed £16.13. £16.13!!!! I phoned up right away and made the payment, was given many apologies and again assured the direct debit was set up, and was also told that the late fees and report on my credit file would be removed. I was also told that the account was switched back into my account. This was a lie.

This morning my mother received a email to say the latest bill was ready, even though i was assured last week that these would be sent to me. As usual no one can log in and see this bill, but we do know that it is £21, when the usual line rental is £12.50, so they've obviously lied to me, and put these late fees on, and i'm guessing a negative mark has been put on my credit report. This is disastrous for me, as I am hoping to buy a house within the next 12 months.

I've just spent 26 minutes on hold to vodafone, only to be cut off again.

mobilejunkie

You are wasting your time and making it worse. Follow the advice on here repeated endlessly and don't expect to ever be able to log on again nor trust anything they say about direct debits or payments etc. The ONLY people in Vodafone who can be trusted to at least try to sort out their mess are the Web Relations Team. All else is completely futile - and now even they appear to sometimes be defeated by Vodafone's so-called 'systems'.

2catsandcounting

mobilejunkie wrote: »

You are wasting your time and making it worse. Follow the advice on here repeated endlessly and don't expect to ever be able to log on again nor trust anything they say about direct debits or payments etc. The ONLY people in Vodafone who can be trusted to at least try to sort out their mess are the Web Relations Team. All else is completely futile - and now even they appear to sometimes be defeated by Vodafone's so-called 'systems'.

The web relations team seem to have gotten bored of me, and haven't responded in over a week. I've sent a letter in now, asking for all late fees to be refunded/removed, missed payments to be removed from credit file, and to allow me out of the contract early without fees (contract is up feb 2017) as i have completely loss faith in vodafone and there is nothing they can do restore this now.

mobilejunkie

I sympathise. It is unusual for the WRT not to help, but I fear if they don't letters will also prove to be a waste of effort and a stamp.

kirtsypoos

Hi,

I have an ongoing problem which the WRT helped with but has since become an issue again.

#13674089 is my newest complaint submitted. I did receive a call but was unable to answer as I was at work - i received an email to say there would be a PIN left on a voicemail but I have not received a voicemail?

Thanks,