Official Vodafone Complaints/Query Thread

civil12345

civil12345 wrote: »

So I made a complaint to Vodafone today, what do you think?

Coming to the end of current contract, where I've had a 50% off deal. Had a lot of billing problems and was pretty much billed incorrectly 6 months in a row, mostly to do with data. Each month I would sort out with web chat team but in November 2016 I was getting annoyed it was every month so as well as sorting it out I complained. Part of the resolution is that I was offered 50% off my next contract, same deal as I currently have. Great. Got this chat saved. Went on chat again the day after to confirm and they did. Got that chat saved as well. Great.

Tried to upgrade today and was told no discount. Told they would never offer that discount (well I've had it the past 4 years...) and they weren't going to offer anything. Made a complaint by phone, spoke to a complaints manager who didn't seem bothered and wouldn't offer any sort of % or do anything to resolve the issue.

What do you think? I feel I've been lied to and are going back on a deal I have in writing (twice). I think this is incredibly bad service and as a customer of over 10 years I'm now looking to leave.

I've filled in the web form and my code is #14986147

Someone from the social media team phoned me today, said they would honour the deal and sorted out my new phone. Excellent service and he was the first person from Vodafone that I thought had genuinely looked into what had happened and was interested in sorting it out. Excellent. Just waiting for an email confirming the deal is for the full 24 months of the new contract and for the phone to arrive.

Vodafone

Hi sazjaz2016,

We'll be happy to take a look into this for you. Please contact us via email here.

To access the form you'll need to enter the code EFT195.

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

Carly
Social Media Operations

spearsey09

Just made a complaint, seems to be one thing after another at the moment with Vodafone. Had to send 2 as would not all fit in 1 box, only received 1 confirmation email though so far.

mobilejunkie

Don't expect a response unless you followed the advice on here to contact the WRT.

dazzaofdagenham

spearsey09 wrote: »

Just made a complaint, seems to be one thing after another at the moment with Vodafone. Had to send 2 as would not all fit in 1 box, only received 1 confirmation email though so far.

Having battled with Vodafone over incorrect billing for last 5 months, I would give the following advice.

1. Record everything you do or say to Vodafone, I have preferred the webchat as you can get a copy of the transcript.
2. Leave Vodafone if you can...they are incompetent beyond belief.

dazzaofdagenham

mobilejunkie wrote: »

Don't expect a response unless you followed the advice on here to contact the WRT.

And they are just as useless.

I have webchats over the last 5 months... ( 26 of them )

On 14 occasions I was promised that someone would phone me to sort out the billing mistake THEY had made.

How many times out of that 14 do you think someone called me ?
Well it the same as the amount of times I've been to the moon !!

mobilejunkie

You don't seem to get anything. Webchat has nothing to do with the WRT - like everything else with Vodafone - is a complete waste of time. You seem to have been prepared to waste that 14 times more...

dazzaofdagenham

mobilejunkie wrote: »

You don't seem to get anything. Webchat has nothing to do with the WRT - like everything else with Vodafone - is a complete waste of time. You seem to have been prepared to waste that 14 times more...

I hear what you are saying, what I've posted is my view of Vodafone.

I have now taken my PAC and gone elsewhere.

Just my views sir....just my views

mobilejunkie

I totally agree with your views regarding Vodafone. However, for those still with them the WRT is the only method of resolving problems, so the guidance to people to use that route is what is important.

bretts

Hi

I have just got a bill from vodafone which is 8,000 pounds, they say I used it on roaming and i will have to pay for it or else they will cancel my account, I have been asking them why did it run so high and why was there no bar at all placed on the account, I have not had any satisfying answers except that you must have used it on something somewhere, but still to get a 8k bill and not being informed once about it is quite strange, anyone been through this?