Official Vodafone Complaints/Query Thread

pmg102

Vodafone reps,

I've followed the instructions and logged a Question using the WRT135 code, and received an email confirmation with the reference WRT135 [#15049918].

In brief - my complaint is that I received a text in June 2016 stating that I could cancel my contract with zero termination fee due to in-contract price rises. I followed the required instructions, sending a postal letter requesting termination. This was not processed, so I underwent a large number (5+) web chats to terminate, which included a visit into a Vodafone physical store to prove I had received the original text (because you don't keep records?!?). On 3rd August I terminated over WebChat - with your agent confirming "There will be no termination fee."

What has followed is a world of pain - where you keep trying to charge me £480+. Everytime I get in touch you state this is an error and has been wiped. For example of the 21st October:
"Paul, I have checked my system and the early cancelation fees are not supposed to be charged on your bill. I will go ahead and send the request to remove it. It will be removed from your account within next 24 hours."

Unfortunately you have now put black marks against my credit rating (which has been 100% clean for at least 5 years), and sent an "Overdue payment - Final notice" letter, stating you will be instructing a debt collection agency to gather the payment.

This is completely unacceptable.

I would like the outstanding balance correctly setting to zero - and all the credit agency information updating.

If you need any further information please let me know. Due to previous issues with Vodafone the vast majority of my dealing have been via WebChat, and I have the full transcripts for these conversations.

mobilejunkie

Not just updated (to show paid); removed - or else it will have wrecked your credit file for the next 6 years.

dan.j.sinclair

OK. So here's my issue. Its really long winded so I'll be as brief as I can.
For the last 8 months I've been trying to arrange a 'promise-to-pay'. We had a death in the family, serious ill health and me and my wife were still recovering from a miscarriage and being self employed I fell behind with a bill.
After setting it up and it failing to work 3 months in a row and after many phone conversations I took to their online chat service. After each conversation I received DD confirmation emails. Still no payments were taken and the conversations where a nightmare, both lasting over 1 hour each.
As of this morning they had suspended my account which includes my wife phone on my account. I called them and as of 17th December 2016 they have passed it on to debt agency and cannot lift the restriction until the full amount of £740 is paid. They acknowledge that is their failing and have offered me £50 to my account but cannot do anything else.
I called the debt agency and they have no record of my account despite it being 3 weeks since Vodafone sent it. I was advised to go back to Vodafone as if they haven't passed it on yet they may be able to set up a payment plan again. All Vodafone can to is request the debt back which takes 5 working days. Until then there is nothing they can do.
The best bit is I cannot even make a payment as Vodafone have passed the account on and the agency haven't received it. So I don't have a phone, which is a nightmare being self employed, and neither does my wife, who happily and amazingly is ready to give birth in 8 weeks, until they sort this.
They apologised for the inconvenience but I am now stuck in this situation until they either get that account back in 5 days or I pay the full amount to the agency whenever it is they get the account.
We've had this account for 16 years and I have had enough of them. This is the latest in a long line of problems with them.
Thanks
Daniel

pmg102

mobilejunkie wrote: »

Not just updated (to show paid); removed - or else it will have wrecked your credit file for the next 6 years.

Thanks - I'm very inexperienced with managing my credit file, and how it all works. It's all been quite a eye opening experience!

mobilejunkie

You don't really manage it (apart from not making too many credit applications in a year, NEVER being late or bouncing any payments due and having some credit which you have managed properly - and making sure you're on the electoral role). You can however keep an eye on it. There are three main credit ratings agencies for consumers. Most offer a 30 day free trial. Clearscore bundles a summary and updates every month - all free and on-line. You can check searches in the last 12 months, accounts held (eg banks, credit cards, mobile and utility contracts etc.). It will show up any missed or late payments going back six years and broken down into monthly account statuses.

645ImagePro

One way of getting their attention is to send recorded mail letters of complaint addressed to the CEO, followed by bynon-action by a recorded delivery letter to a selection of the non-executive directors - in the famous words of Cpl Jones... 'They don't like it up 'em'.

Vodafone

Hi all,

spearsey09 - If you still need help with your account, update the thread with your email reference number.

bretts and dan.j.sinclair - So we can help you further, email us via the 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 here and we'll check we've received it.

Emily1975 and pmg102 - We've got your emails and we'll get back to you as quickly as possible.

liviboy - If you're still waiting for an update, let us know your email reference number so we can chase this up.

Kind regards,

Lee

Social Media Operations

Vodafone UK

kenny318

In October 2014, I returned from a trip to America to a bill from Orange for £300. This was paid as it was fair but I decided with increasing trips abroad for work, I would need to move to a network provider that had set daily charges for roaming.

At the end of October, I went in to the Vodafone store and explained my reasons for moving to them from Orange. They explained about their Euro and World Traveller bundles which sounded ideal so I signed up with them in store, asking them to make sure these services were active on my account before I left the store.

A few trips to Europe followed and the bills came in as expected. However, another trip to America left me with a phone bill of over £800!! I have spent over a year chasing Vodafone to try to sort this out as, in my head, this was an oversight on the part of one of their employees and I shouldn't be liable for this. Eventually, I decided to take my claim to the Ombudsman and have just had the result with them finding in Vodafone's favour based on the fact I have no evidence to support my claim that I had asked for World Traveller to be set up when I took the contract out. This was obviously done in person, in store so of course there is no written evidence. I was wondering if anyone else had this problem and what their next course of action was? Is it worth taking legal action if the Ombudsman have decided in their favour?

Thanks

mobilejunkie

If you couldn't produce watertight evidence to case to the Ombudsman (though if it's the same one which deals with Talkmobile they are a waste of space) you have little chance of convincing a court - especially without the Ombudsman's finding on your side.

angelatgraceland

familyguy321 wrote: »

Hi,

I am thinking of joining Vodafone (no choice as it is the only network that gets signal at work!).

The deal I am going for is the 12 month Sim Only @ £22/month for 4GB data, Unlimited mins and 2GB roaming data.

I'm looking at going through cashback sites (Quidco or Topcashback) but can't find this contract on either. Does anyone know if this is available for cashback?

They have some deals on at the moment which are half price so check prices daily