Official Vodafone Complaints/Query Thread

BlueKiev

Write to Vodafone complaints team, explain the complaint to them, explain all the issues you have been having with them, explain to them how you want them to resolve the complaint.


Keep a copy of the letter, if they don't respond or you don't like what they do, take it to the Ombudsman after 8 week.


Don't bother trying to explain to VF on the phone as their call centres are poor.

mobilejunkie

Waste of time doing that. Contact the WRT as repeatedly instructed on this thread.

ziggy1888

5 days without any signal at my house and just been informed it could be another 3 days before this is resolved. What a joke of a company. 5 years with EE and never lost my 1 days service. This is the 2nd major outage I have suffered in 6 months. Can't wait to get out of this contract.

Vodafone

Hi Jaynex4MacD & ziggy1888,

So we can help you with these issues, please email us via the Contact us 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,

Nathan

Social Media Operations

Vodafone UK

carolaird

Can someone please check that my complaint query under this ref number has been received?

Vodafone

Hi carolaird,

We've received your email and a member of our team will contact you regarding this issue as soon as possible.

Thanks,

Nathan

Social Media Operations

Vodafone UK

frothey

Hi Lee and team - WRT135 #13918354

KittenChops

#13918595 (please ignore #13918489 as I forgot to add MSE Forum)

All I want is a final bill from Vodafone to confirm my account is closed. Having used live chat a couple of times in the last month, I have been told so many different things… I can’t even find out what my final bill should be. If anyone else can work it out from today’s live chat below, then you’re one up on me!



ETA for clarity (!):
All bills were paid by direct debit and all were collected in full.
If my account has a balance (advance line rental?), it will be a credit balance (as I received a credit on my May bill for £66.53, which meant that after my monthly charge of £11.50, my account was still in credit when the June & July bills were produced).
I have not seen a bill for August as I can no longer access 'my vodafone' online - although my bill date is / was the 2nd so perhaps if it is being posted to me, it just hasn't arrived yet (not that anyone has said I'll actually receive my August bill...)

1 - KittenChops - Hi - I left Vodafone early July 2016 and transferred my number to giffgaff. When will I receive confirmation from Vodafone that my account is closed?
2 - Kinjal - I can see that your balance is due of £10.05
3 - KittenChops - is that a credit or a debit?
4 - Kinjal - You need to pay £10.05.
5 - KittenChops - really? how is that possible?
6 - Kinjal - I am sorry KittenChops.
7 - Kinjal - The amount £10.05 is credited in your account.
8 - Kinjal - You do not have to pay anything.
9 - Kinjal - KittenChops you do not have to pay anything, you have credit of £10.05 in your account an you will receive the final bill in your address.
10 - KittenChops - so when & how will I receive the £10.05 credit?
11 - Kinjal - You will receive the credit in your bank account.
12 - Kinjal - I will raised a request for refund now, so you will get within 3-4 working days.
13 - Kinjal - Is that okay with you?
14 - KittenChops - also - please can you explain why £10.05 credit?
15 - Kinjal - Let me check that for you.
16 - KittenChops - that's great that you have arranged refund - thank you (but still confused as to why £10.05)
17 - Kinjal - I will arranged refund I need your permission for that.
18 - Kinjal - As per the account you had many issues with us that is why we have given good will credit.
19 - Kinjal - May I go ahead with the raising request for the refund?
20 - KittenChops - I have tried to complain several times but no one from vodafone has ever acknowledged my complaints - but anyway, it doesn't matter now! But I am a bit confused still as to the £10.05 "goodwill gesture" - are you sure that is what it is?
21 - Kinjal - Yes, I am sure. I have checked in your account. You have given £20 for goodwill.
22 - KittenChops - so not £10.05?
23 - Kinjal - However, £10 is adjusted in your bill so £10 was left which I will credit in your bank account.
24 - Kinjal - Is that okay with you?
25 - KittenChops - I am very confused now...
26 - KittenChops - please can you explain how my final bill is made up?
27 - Kinjal - I have checked your last 6 months bill and can see that for the month of April bill you were charged for £66.53 against which you have paid £55.53
28 - Kinjal - So the balance of £10.00 is been adjusted against the same as it is been carried forwarded till your cancellation.
29 - Kinjal - Also, the credit was done for £20.00 so adjustments was for £10.00 and balance with credit is ·£10.00
30 - Kinjal - Also, there is a bill for £10.
31 - Kinjal - So the balance will be adjusted in final bill.
32 - KittenChops - that's not correct. my april bill (usage from 2nd March - 1st April) was for 61.03
33 - Kinjal - I am speaking for the bill - B1-119765877, billing period- 01/04/2016 - 01/05/2016
34 - Kinjal - Also, if you want to re-confirm the same then you can speak with our back end team on call.
35 - Kinjal - I can help you with a direct number so you can speak with them and get that confirmed and verified.
36 - Kinjal - KittenChops, I have explained you the details for the charges that are been charged, you paid and then balance on the account.
37 - Kinjal - May I please know what else I can do for you?
38 - Kinjal - However you are a valued and loyal customer with us since long time.
39 - Kinjal - Please let me know if you have any other concern related to Vodafone services? I would be happy to help you again.
40 - KittenChops - none of this makes sense.... I had a credit on my bill (dated 2nd May 2016) as Vodafone had overcharged me (world traveller)... i do not believe that there should be ANY outstanding amount owed by me
41 - Kinjal - Let me explain you in details.
42 - KittenChops - the bill dated 2nd April was for 61.03 - this was debited on 13th april
43 - Kinjal - Kindly bear with me while I check your account details. I appreciate your patience.
44 - KittenChops - at no point has a bill not been paid in full
45 - KittenChops - all owed amounts have been collected by Vodafone by direct debit
46 - Kinjal - I have checked your account KittenChops and can see that there are some technical error in your bill, Since May your all bills are in credited.
47 - Kinjal - Between that £10 have adjusted.
48 - Kinjal - So, I will credit another £9.05 in your account so you will get total amount of £20 in your bank account.
49 - Kinjal - Is that okay with you?
50 - KittenChops - there was no 'technical error' - Vodafone refunded money that they should never have charged me - so my last bills were in credit
51 - Kinjal - Yes, agree about the credit part that it was in credit since May 2016.
52 - Kinjal - But as I have checked and assure you that there is some technical error for the same and £10.00 is been deducted from credit balance of £20.00
53 - KittenChops - so there should not be any 'owed amount' being carried forward
54 - Kinjal - Yes, you are absolutely correct !
55 - Kinjal - That is the reason I have checked double times and confirm the same and ready to credit £10.
56 - Kinjal - £10.00**
57 - KittenChops - I need this detailed in writing please - I am sorry but I do not trust Vodafone to get it right - I need to see for myself that my account is settled correctly - I cannot just take Vodafone's work for it
58 - Kinjal - so your account is in correct credit amount and the same can be transferred to your bank account if you wish.
59 - Kinjal - You can take this chat as written confirmation.
60 - Kinjal - Once I credit your account now then after 2 hours from now you can check your online account, which will show the correct credit amount.
61 - Kinjal - Is that okay with you?
62 - KittenChops - to be honest, I cannot use this as it doesn't make sense...
63 - KittenChops - I don't understand why you are saying that a balance has been carried forward from a previous bill...
64 - KittenChops - each bill has been settled in full by direct debit
65 - Kinjal - I can see the same on your bill.
66 - Kinjal - Then in this case I will have to raise a bill recalculation request, and for which it will take around 3-5 working days for our back end team to check and investigate the same and then your account will be with correct credit on your account.
67 - Kinjal - Is that okay with you?
68 - KittenChops - will I receive a full breakdown of how that has been calculated?
69 - Kinjal - Once your bill is recalculated you will get a confirmation text.
70 - KittenChops - i would like to know how that been calculated
71 - Kinjal - We have experts for the same and they are available on call as well.
72 - Kinjal - So if you can call them you can get know exactly how it is been calculated.
73 - Kinjal - I can help you with a direct number for the same.
74 - KittenChops - ok... we are not going to get any further here today... I do appreciate your help but I am so glad not to be a Vodafone customer anymore. I will contact the web relations team as the regular phone staff really haven't got a clue
75 - Kinjal - I apologize for the inconvenienced caused you.
76 - Kinjal - You can call a free number from your handset 191 / 03333040191 and then select option 1 and then select option 3 and you will be connected to or special back end upgrades officer.
77 - Kinjal - Is there anything else I can do for you today?
78 - KittenChops - i cannot call 191 anymore!
79 - KittenChops - thanks for your help

chattyuk

Ref number is: 13922677

Please ignore 13922633 as I forgot to include MSE forum.

Please let me know if you've received this, thank you.

Vodafone

Hi KittenChops & frothey,

We've received both of your emails and a member of our team will be in touch with both of you as soon as possible.

Thanks,

Nathan

Social Media Operations

Vodafone UK