Official Vodafone Complaints/Query Thread

mobilejunkie

jgibbo7 wrote: »

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

You'll get nothing resolved unless you follow the instructions repeated endlessly on this thread and actually contact the WRT.

FrancesSamuel6

I was one of the customers to receive the text in June saying that I was eligible to leave my contract without charge due to the price increases to out of bundle charges. I've sent two letters to Vodafone but haven't heard anything. When I called them yesterday they told me that I wasn't eligible to leave without charge even though they've told me previously on the phone (and in the original text) that I am eligible to leave. Has anyone experienced anything similar and can help?

Vodafone

Hi davmail, Oakdene & FrancesSamuel6,

So we can help you with this issue, 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

Vodafone

Hi Matty007,

Please check your spam/junk folder as the email may have gone there, if not, please delete cache and cookies and try submitting the form again.

If you still do not receive the automated reply, please try again using an alternative email address.
Something to note as well is that when filling in the 'Question' box you will need to limit the amount of Characters you use as this can sometimes stop the form from going through.

Thanks,

Nathan

Social Media Operations

Vodafone UK

Matty007

Vodafone wrote: »

Hi Matty007,

Please check your spam/junk folder as the email may have gone there, if not, please delete cache and cookies and try submitting the form again.

If you still do not receive the automated reply, please try again using an alternative email address.
Something to note as well is that when filling in the 'Question' box you will need to limit the amount of Characters you use as this can sometimes stop the form from going through.

Thanks,

Nathan

Social Media Operations

Vodafone UK

Is this all you now need ??

This was the numbered automated response ??

WRT135 [#14273219]

Mercyk

Hello!


Following my last email to you I decided to take up a new contract with Vodafone for £10.80 per month. At first everything seemed fine. Only when I went to check my balance it was £18 and then £35 pounds and then today £84 pounds, I don't know how this is possible I haven't gone over my data and I have unlimited mins and text.!


Each time I contacted customer service they assured me I wouldn't get charged this..

Please can you resolve this issue for me I should only be paying £10.80.!


If the charges occurred the week of 22nd to 29th Aug when I was misinformed by your customer service about the deal I have, I don't see why I should have to pay for your mistakes.!


Kind regards!


Mercy kamau!

Vodafone

Hi Matty007,

I've checked your reference for you, and can see that our team received your message yesterday, at 14:21 - they'll be in touch as soon as possible.

Hello Mercyk,

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

squinty

Hi

I logged a complaint earlier with the above reference. This gist of the complaint being that I sent my handset back for a repair for a fault the manufacturer acknowledges. However your repair centre informed me that a minor cosmetic scratch on the handset has voided the warranty.

I have now checked the form I was given when I took the handset to the local store. This very clearly notes the scratch is minor.

I'd like to send you a scan of this document. Please can you let me know where I can send this?

Thank you

Vodafone

Hi squinty,

I've checked your reference and can see that our team have received your message.

Our team will most likely call you, and email - when they email, you can reply and include any attachments you like at this stage.

Thanks,

Sarah

Social Media Operations

Vodafone UK

flo_jo99

Hi,

I've been reading this thread with interest and would be grateful if anyone is happy to share if they have been successful with regards to compensation from Vodafone.

I have raised my complaint with resolver, but as noted somewhere in this thread Vodafone haven't shown any interest yet in the slightest (it has 6 days before it can go before the CEO). I have also spent over an hour on the phone speaking to various people unsatisfactorily and have finally completed and sent off the Vodafone form as highlighted at the top of this thread. I couldn't put my complaint on the form as there wasn't enough room.

Without going in to all the details, my complaint relates to the billing fiasco due to a change in system at Vodafone, that left me having issues over a 6-7 month period, and then lately a suspension in service due to Vodafone not verifying my new bank details.

Thanks,