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Official Vodafone Complaints/Query Thread

edited 20 January 2016 at 10:36AM in Mobiles
1.3K replies 260.5K views
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  • dolphin19dolphin19 Forumite
    1.1K posts
    Gaz82, your story worries me ie. the Ombudsman being on the side of Vodafone, as that is my next step.
    At the moment, all is quiet on the western front and there hasn't been a further request for payment, no more calls from the debt collection agency but also no acknowledgement of my letter of deadlock (based on the experience of others I presume I won't get one)
    I am waiting to see what happens next........

    My story was bad enough but it seems others are even worse off, what a nightmare of a company!
  • Gaz82Gaz82 Forumite
    16 posts
    Fourth Anniversary 10 Posts Combo Breaker
    Hi Dolphin,
    Really don't know what to do next the amount of times I have contacted Vodafone to resolve the issue is unbelievable however you have to explain everything over and over again and even when you do you get told different things it amazed me who trains these people as clearly they have no idea what they are doing. I would still use Ombudsman depending on your case but unfortunately I don't believe they have helped me in this case. I am now awaiting statements from Vodafone to check against payments made if they are incorrect I will be going back for refund. Further to that I don't know what to do. All I do know is if this ever gets resolved I will be leaving Vodafone straight away. Only got until July until contract ends thankfully.
  • forgotmynameforgotmyname Forumite
    30.9K posts
    Tenth Anniversary 10,000 Posts Name Dropper
    ✭✭✭✭✭
    My post seems to have vanished? been deleted with no email telling me why?

    Lets try again.... Maybe i forgot to post it?

    I have one Vodafone contract with 3 phones, My wife received a call asking for me which is odd because i have never used that phone or number.
    The only people that can know its linked to me is Vodafone themselves.

    So its quite odd that 02035191119 who claim to be proven assistance uk asked for me by name on that number.

    Have Vodafone sold my details or have they had a data breach?

    How can they link a number to me when i have never used that number myself? Its only linkes to me on my Vodafone account.

    Wife only uses it for family and friends.
    Censorship Reigns Supreme in Troll City...

  • I was supposed to get an upgrade from Vodfone. The phone never arrived. Numerous calls of 'we'll send it out to you' and it still never arrived. This has been going on for months & they are charging me the monthly contract fee but I have no phone. They tell me I cannot cancel, I just have to wait for the phone to arrive & then send it back THEN I can cancel but they haven't sent it out to me. They acknowledge this. All I get is 'We'll send it out. It will arrive tomorrow'...and NOTHING!! I've kept a record of every phone call & every email for the Ombudsman. Can I not just cancel my direct debit? I shouldn't have to pay for something I don't have. I mean I'm still using my old phone but I don't have the upgrade phone I was promised. Am I legally within my rights to cancel the direct debit? If they send me a letter saying they want payment surely I can say to them that I haven't received my phone & want all my money back I've paid since the upgrade began. HEELP!!
  • forgotmynameforgotmyname Forumite
    30.9K posts
    Tenth Anniversary 10,000 Posts Name Dropper
    ✭✭✭✭✭
    Nobody had any similar issues? Have they had a data breach?

    I read threads on Voda being breached after the TT one but not much about that online?

    Few complaints about accounts being inaccessible and the website down for
    a while.
    Censorship Reigns Supreme in Troll City...

  • DieselDiva wrote: »
    I was supposed to get an upgrade from Vodfone. The phone never arrived. Numerous calls of 'we'll send it out to you' and it still never arrived. This has been going on for months & they are charging me the monthly contract fee but I have no phone. They tell me I cannot cancel, I just have to wait for the phone to arrive & then send it back THEN I can cancel but they haven't sent it out to me. They acknowledge this. All I get is 'We'll send it out. It will arrive tomorrow'...and NOTHING!! I've kept a record of every phone call & every email for the Ombudsman. Can I not just cancel my direct debit? I shouldn't have to pay for something I don't have. I mean I'm still using my old phone but I don't have the upgrade phone I was promised. Am I legally within my rights to cancel the direct debit? If they send me a letter saying they want payment surely I can say to them that I haven't received my phone & want all my money back I've paid since the upgrade began. HEELP!!

    Dont cancel DD, take more work to sort your credit file out.

    Call Ofcom get a recorded complaints ref number and proceed to Ombudsman.
    SO... now England its the Scots turn to say dont leave the UK, stay in Europe with us in the UK, dont let the tories fool you like they did us with empty lies... You will be leaving the UK aswell as Europe ;)
  • Gaz82 wrote: »
    Where do I start?. Basically I started to have issues with Vodafone December 2014 I thought all was going well until September 2015 when I found out that my Line had been disconnected. When I contacted Vodafone they told me that I had a debt which was £508.00 I questioned this as I had been paying them each month as agreed as I was on a payment plan and wasn't advised of any issues by phone, email or letter. I couldn't log on to my online account and still cannot to date because my online account has been suspended as has my mobile phone. I have contacted Vodafone regular to voice my concerns and even travel to Vodafone stores but nothing has been resolved. I have been fobbed off so many times by Vodafone Customer services which is behond dreadful once getting told it was because of migration which they reconnected my phone and then re-disconnected it because they decided it was because the amount paid did not cover both arrears and outgoing costs. I have made a complaint to Vodafone which didn't help and later to the ombudsman service however they seem to agree with Vodafone and what I have been offered is statement of bills (should I agree), £40 to my vodafone account and a written apology from Vodafone. What I find disgraceful is Vodafone is allowed to get away with this plus shoddy customer services 1) They don't know how much it is to send bills to you 2 stores and customer services ranged from £5.00 to £1.50 2) They make promises to call back but don't 3) promise to re-instated your account when making a small payment but end up disconnecting it again and the list goes on. What I cannot understand is 1) How come I hear nothing from Vodafone until September saying there is a problem despite making regular payments 2) how do I know my bills are correct in first place seeing I cannot log on to my online account and haven't been able to since September. If you are thinking of Vodafone DONT. Been told today finally they will send me bills from December 2014 but I have to pay for it. However despite been told different yesterday as usual I have to pay full amount now over £600 before can get phone and online account re-connected. What do I do?

    Can you scan all your ombudsman stuff and edit out personal details with Paint, then upload.
    SO... now England its the Scots turn to say dont leave the UK, stay in Europe with us in the UK, dont let the tories fool you like they did us with empty lies... You will be leaving the UK aswell as Europe ;)
  • Login to Voda

    check the marketing checkboxes
    SO... now England its the Scots turn to say dont leave the UK, stay in Europe with us in the UK, dont let the tories fool you like they did us with empty lies... You will be leaving the UK aswell as Europe ;)
  • Can I make a suggestion - That you skip the bulls*t and do a money claim online. I have been dealing with Vodafone for two years over a complaint that is black and white their fault.

    I've now had a settlement as they don't want it to reach court.
  • Gaz82Gaz82 Forumite
    16 posts
    Fourth Anniversary 10 Posts Combo Breaker
    [FONT=Tahoma, Verdana, Arial]
    Dear *************

    Your complaint about Vodafone.

    I have tried to contact you to discuss your complaint but the number we have for you is not currently in service. In order to progress your complaint I have investigated the issues you raised in your complaint form.

    I have considered the information provided by both parties. This includes your complaint form and any supporting documents. Vodafone has provided a file, which includes its review of your complaint.

    Your complaint with Vodafone relates to a debt that accrued on your Vodafone account, your agreement to repay the debt and the assurance that it would not suspend your account while the agreement was in place.

    You explain that you made an agreement with the company to clear a balance on the account and that Vodafone assured you it would not restrict your service during this time.

    Vodafone says that this issue started on December 2014 when your direct debit instruction was cancelled. It’s clear from log notes made at this time that Vodafone did agree a three month repayment plan with you, with no restriction to your service. Your bill at this time was £86.35 and while you did make regular payments of £54.05 between January and March 2015, in March 2015 the balance on your account had accrued to £343.23.

    You continued to make regular payments to Vodafone, but the payments were not sufficient to cover both your arrears and your ongoing costs. I also note that you do not appear to have contacted Vodafone to discuss an ongoing payment plan and on 8 September 2015, the company applied a billing restriction to your service. As you owed it £462.17, I consider this was a reasonable course of action for it to have taken.

    When you called Vodafone on 17 September 2015, it offered you a further repayment plan but it seems the call ended before you came to an agreement. You did contact the company again and it explained it could not offer an extended repayment plan without restriction of service. However, on 10 October 2015 the company agreed to reinstate your service. I am of the view it should not have done this, given the outstanding balance.

    Vodafone then told you that it had not been allocating your payments to the account, later explaining that your payments had not been covering your bills. Having reviewed the evidence provided, I am satisfied that this was the case. Vodafone then offered you a further six month repayment plan with a suspended service and the company has implemented that offer. Vodafone confirms the payment plan is in place until May 2016.

    You are unsure that the company has allocated all your payments to the account and Vodafone has agreed to send you an account summary, detailing all bill amounts and payments received. You can then check this against the payments you have made.

    You are also concerned that you cannot access your online account. The company says that you are registered for its online service and that your username is ******************. If you cannot remember your password, you can reset it at ******************

    You have requested a goodwill award to recognise the time and trouble this matter has caused you. Vodafone has offered a financial award of £40 and I am of the view that this is fair and reasonable. Vodafone has attempted to resolve your concerns with you, offering you extended repayment plans. You say that Vodafone did not contact you to make you aware of the balance on your account and I agree this is the case. However, there is also the expectation that you will ensure that you make sufficient payments to cover your usage. Vodafone did produce bills on a regular basis and I have not identified any evidence that suggests you contacted the company to advise of problems accessing your online account until October 2015.

    Following the investigation, my decision is that Vodafone should:

    · send an account summary, detailing bill amounts and payments made;

    · send a written apology for any customer service shortfalls experienced; and

    · make a financial award of £40 by direct credit to the Vodafone account.

    What to do next

    If you accept my decision in full and final settlement of your dispute, please contact me using the details below.

    If you do not accept my decision, then you can contact me, or email me at *********************, but must be able to:

    • show that there is a significant error in the facts which makes a material difference; or
    • produce significant new evidence which may make a material difference, along with an explanation of why that information was not previously made available.

    You must confirm your response by 20 January 2016.
    [/FONT]
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