Official Vodafone Complaints/Query Thread

arkamz

Hi there Sarah,

I am very stressed and cannot concentrate on work due to this. Could you please kindly prioritise my case/situation and try to help me sort it out as soon as possible as I can't seem to do it directly even though I am trying day/night talking to Vodafone.

I will have to write a long e-mail in order to explain you the situation, so I'm sorry if I waste a lot of your time. I hope you don't mind and can assist me get this sorted.

Now giving you a background of the situation, I have been with Vodafone since 6 years or so roughly, hence the account date. I still am with Vodafone and my number with Vodafone is 0788088****, the only one I possess. Now last year as you know I was a victim of fraud at multiple platforms/occasions. Now, what happened with my Vodafone account was that in September I incurred a huge bill all of a sudden and that a big direct debit of 805.74 tried going out of my account, luckily on the early start of the day my balance was slightly low then the direct debit amount and it got returned, I got a text message to which I was surprised on how comes such a huge bill. I then took up the case with Vodafone, I rung them and started asking on how comes such a huge bill, to which the incompetent staff and system did not have an answer at first but then after further confrontation realised that there are more numbers running under my account or associated with my account and the bill belonged to those numbers, of which I had no idea at all. I have always ever only had 1 number and thats the one I mentioned above, never had I ever in the 6 years gone anywhere to buy/apply for a new contract, number or phone. Always renewed/upgraded with vodafone itself. So I asked Vodafone to shut down those additional numbers associated with my account as they do not belong to myself, the person wrote notes and forwarded them over to Vodafone and confirmed that they will be in touch with myself. Fraud team has never been in touch with myself over this period even though I requested to talk over 10 times, they have just done something on their own on their end. Now to add to the situation, guess what happens, the October bill comes up to 3522.73, even more frustrated I call Vodafone again, and go over the situation all over the again, there are no notes, nothing on the system that would help them realise on whats happening. The person after a 40 minute hold, understands the situation after explaining for over an hour on what has happened. Same thing/procedure that the fraud department is being reported and will be in touch and I have nothing to worry about, so frustrated I question again on why the additional numbers have not been shut down, to which they have no answer. Apparently there were another 3 numbers, but I have no details on how they got the numbers, why they got the numbers or whether they were with phones or not. I strongly believe its a vodafone fault/leak, I will explain you how.

Apparently they made an adjustment of 2800 something, so that was sufficient or they probably missed out on September and ignored the complete 3500 for October. (I will attach snapshots of emails of my bills for Sept, Oct, Nov last year). Now I haven't set up a direct debit and pay manually over the phone/online or combining 2/3 bills etc.

Now jumping to April 2016, I still see a balance, so frustrated I call them up again, explain the whole situation all over again, long hold, long waits, every time the phone call stays over an hour, and it is so stressing and time consuming. So now the person understands the situation, promises me that this time the balance would go away for good and I won't see it again and that the fraud department will be in touch (which they never are) and that the person talking to me will personally call me after it has been removed (which he never did). While in a conversation I asked him about on how much my actual share of the bill was to which he found out an amount and I paid the amount right there, right then with him. Now after April, in the coming months I would pay manually combining, so not regular and the average usage was about 100.00 on my number which I kept keeping an eye on.

Now a few days ago, as my upgrade was nearing I logged in and saw the balance on there again of around 1300/1400 something, frustrated I call them up again meanwhile I make a bill payment of 200 as I did not pay, at the same time I order an upgrade over the phone while talking to the guy at 191 helpline as my current phone is having some usage issues so I was in a desperate need of a new phone (as the tap/touch seems faulty) so I order the upgrade and then get transferred back to billing and start speaking to them and explaining them the situation. To my surprise the person tells me that this is my bill and that I will have to pay, apparently he sees notes that after investigation the fraud team took off 2800 something, as I know this is incorrect I start questioning/arguing or putting my point forward that how comes they have missed September or not done the complete October adjustment, well he puts me on 10-15 minute hold 3 times to go back and find out but comes up with nothing and the final hold takes about 20 minutes and leaves the mic on so I can hear he's joking and talking to his colleagues, tired and fed up I hang up. I call up again the following morning and the person this time understands the issue and puts up a report to the fraud department and requests a call back by them. To date for over a year never has any fraud department from Vodafone phoned me back. During this time I make a payment of another 136 something, so totalling 336 something as I start getting threat messages that my bill is overdue. I never got a message since April when the balance was there and now when I start discussing the issue the system recognises it as my bill and starts messaging, obviously some of it is my bill but as I know the balance is being forwarded not just from April but last year as it wasn't adjusted properly/they missed Sept last year. Now what happens is my phone gets barred over the weekend to which I call them up again, same over an hour phone call, explaining the whole thing, same answer okay the fraud department or team will be in touch and for now he understands what I have said, he has looked through the system and resumes my service and unbars my phone. Now to find out about my upgrade I phone up the following day as I did not get no confirmation, and the upgrade team (only team which is in the UK - home team to make money but no home team to resolve issues or help customers) anyways the team tells me that there is no order, frustrated I said there was, and yes he finds out that the order got cancelled because I have a pending balance on my account, even more frustrated I ask to the fraud department, apparently he transfers me to some customer services based in Egypt. I explain the situation same result. Following day, I again take time off work go to Vodafone store at Lakeside shopping centre, they tell me they can't help and all I can do is ring, which I already am and have, so I use the store phone to ring them again, 3 times I have to ring, as the line got cut off in between, so the customer services team writes up the whole thing and forwards it to the fraud team who will be in touch with myself within 3-5 days. I explain that I have done this before and they don't call back to which I am told if they don't just call back yourself to find out if they left any notes. So its over 4 days now or the forth day i guess. Yesterday, at work I log in and check my account balance, please note balance not bill, and the balance is still there, so I assume nothing has been sorted. I come home, while in bed, I get a text message from Vodafone at night saying that my account has experienced high usage volume etc, following another text message that my service is being suspended. Surprised again, I call the number 41150 on the text message and it tells me that my balance now is 3500 something. This was a big shock again. Now can you see, that I check my balance online the same day and its 1300 something, my bill gets generated on the 13,14 or 15, now after the bill has been generated so the 1300 something includes the new bill, my balance within such a short time goes up to 3500 from 1300. That 1300 which in the first place is disputed goes up to 3500 something. What should I do now?

I am seriously so stressed that I cannot concentrate at work, my personal life gets disrupted due to all of this and Vodafone seriously has no accountability, no one to check on what actually is happening.

Now if you notice, that a dead balance which was disputed turns up as a bill to pay when I start upgrading or logging or touching it, secondly as soon as I start reporting things, just like last year the balance unrealistically goes up to 3500 something within 1 day. So the first leak of data was from Vodafone, the actual problem with my ID theft or anything is within or from Vodafone. Now its someone in Vodafone who's again done it or doing it. I don't understand why, how a disputed balance of 1300 which I have phoned for over 10 times in the last 15 or so days turns out to triple to 3500 within a day of a bill being issued, that means in a single day I have used the phone that much, which obviously is a lie. Now I can't have a new phone in time, and I am left with more issues to sort. All I requested them was to sort the issue out, but I think for all what they do, or how there system works, the inconvenience it has brought, they should seriously be held accountable.

I hope you have understood the situation and would do your best to resolve. My business is very dependant on my phone which is now barred, and today is a very critical day. So even if I have to pay someone to help me resolve the issue and hold them accountable I would, but I need it resolved ASAP.

Many Thanks,

M A

Matty007

I hope that someone might be able to offer some advice.

I have a couple of accounts with Vodafone, my main one (£32.00 per month) and one that my wife used to use (£20.00 per month), all under my name.

Back in November 2015 we decided to get something cheaper for my wife she wasnt really using it much.

Vodafone have confirmed that in November 2015 and in December 2015 I requested a cancellation on my wifes number, they have the transcript of the chat, which confirms this.

However it seems that that number was used for a 2 minute call and 10mb of data and similarly in December 2015 and January 2016.

From February 2016 up until today it hasnt been used, yet I have been charged the £21.00 monthly fee as it seems the usage negated my cancellation, whereas I had assumed the cancellation would trigger non ability to use the device.

I am currently trying to collate all of the relevant information.

Could anyone please advise of perhaps the most effective way to get the 7 months from February 2016 of non useage and £140.00 @ 7 months refunded.

Regards
Matty007

mobilejunkie

Yes. Read the thread backwards. You are correct in the first place; using a contract still running doesn't affect the notice to cancel. However, if you asked for a PAC at any time that WOULD negate the notice, in which case - tough luck and give notice on both accounts now.

Matty007

mobilejunkie wrote: »

Yes. Read the thread backwards. You are correct in the first place; using a contract still running doesn't affect the notice to cancel. However, if you asked for a PAC at any time that WOULD negate the notice, in which case - tough luck and give notice on both accounts now.

I didnt ask for a pac, I was not transferring or required to keep that number for a future deal.

Thanks for your help.

Vodafone

Hello arkamz and Matty007,

Sorry for the delayed reply.

If you haven't done so already, 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,

Sarah

Social Media Operations

Vodafone UK

davmail

I upgraded to the Note 7,then told to turn it off and send back to Vodafone,contacted Vodafone and Samsung,Samsung told me Vodafone will arrange,they told me to call on the 19th September when stocks in,I rang today,spent 35 mins on the phone,spoke to 4 different people,only to be told they do not have any,and maybe call back on Wednesday!!! I have no decent phone,using an old phone,so does Vodafone know when the phones are back???:mad:

davmail

Obviously not.....no-one here.

Matty007

Vodafone wrote: »

Hello arkamz and Matty007,

Sorry for the delayed reply.

If you haven't done so already, 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,

Sarah

Social Media Operations

Vodafone UK

I have done what you have asked, but no automated reply ???

jgibbo7

Hi there,

I recently received a phone bill from Vodaphone of £160 for one month. This was a huge shock to me as it had never got to such a ridiculous number before, I had rung your customer services team and it took them 2 weeks to find out if they had made a mistake on my bill. I receive 8GB of data with my plan and I worked out that if the texts that warn you that you are going over your data are correct, that it is £6.50 for 500mb of extra data, I would of had to of used 17GB of data in one month?! and I do not use my phone to that extreme as I am on the Wifi all day at work and on my Wifi at home. I have been in contact 3 times now with your customer service team and no one could really give a straight answer and one of your employees was telling me it was £6.50 for 250mb of extra data which isn't what the text messages suggest. This still has not been resolved and I either wish to have this reimbursed or a breakdown on where I have used 17GB of data?!

Thank you

Oakdene

Grrrr

Persuaded my mum to leave EE/Orange & get an iPhone 7 & port her number. Requested the port on Friday, provided the PAC code & was told, 'The number will be transferred Tuesday'.

Number not done Tuesday, so called up & was told 'Yeah sorry it will be done tomorrow, leave both phones off & it will happen'. 9pm yesterday still not done, called up & they said 'Oh the PAC code you gave us is wrong, call EE & check'...

Called EE who confirmed the port had taken place as the number was showing as a Vodafone number. Checked this morning & still nothing!!!