Official Vodafone Complaints/Query Thread

kenny318

I know, so frustrating as written evidence doesn't always tell a full story!! I dealt with the store quite frequently who told me they would take responsibility for the bill. Obviously, didn't get that in writing and, stupidly, took it in good faith.

lifebegins

Not sure if this is the right place but I'm trying to cancel my contract at the end of its 18 month life and am having some issues.
What's the best way to do this?
I called and got a PAC code so ordered a BT sim (on 12 mo SIM only deal). When it came I hadn't realised my iPhone was locked (I know, I know- but I'm new to this!) so called and they said they'd get the unlock code.
Then got an e-mail saying it wasn't on their register so they had to contact the manufacturer so could take 10 days to arrive.

My (expensive) contract ends on 20th Janaury but I'm already feeling nervous that I can't get away from them.

What steps should I be taking now?

mobilejunkie

In order to end the contract you have to exercise the PAC within 30 days - or the contract will continue. I'd follow the perennial advice and contact the WRT as advised on here about the unlocking and timeframe. Relying on whatever someone esle from them tells you is a disaster waiting to happen.

liviboy

So despite Tyler promising to keep me updated this has proven to in fact be UNTRUE - so thanks Tyler in the Social Media Team for just layering the icing on the cake that everybody at Vodafone just talks nonsense!

Despite being assured my e-mails have been read by the Social Media team - DANE decided to call me during work yesterday. He left a voicemail and asked me to reply by e-mail so he could access my personal account. This proves 2 things:
1 - DANE didn't bother to read any of my messages. (if he did he would have seen that I would be unable to answer his call before 3:30PM and that the issue HAS NOTHING WHATSOEVER TO DO WITH MY PERSONAL ACCOUNT)
2 - DANE lied by saying he had! (if he had, he would never have called).

Despite sending numerous e-mails (and replying instantly to DANE yesterday). No further action appears to be getting taken by Vodafone.

My instant reply to DANE has gone unanswered as have all follow-up e-mails since Tyler called me on the 27th DECEMBER.

That's 2 weeks (let's say 10 days allowing for the New Year) where absolutely NOTHING has been done by Vodafone to resolve an exceptionally simple problem.

Tyler assured me she would be "taking ownership" and would "keep [me] informed". But nothing! Nada! Zipp!

Why on earth is so difficult to resolve such a simple, easy problem. I have told you exactly the issue and exactly how to fix it.

Grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr!

For ref: EFT195 [#14973555]

liviboy

And now another email, this time from Carly, again who hasn't bothered to read any of the messages and again asked for an access code to get into my personal account when the issue has NOTHING AT ALL to do with my account! It is a general issue that needs resolved not a personal one! Why is his so difficult to comprehend?

mobilejunkie

Because they work for Vodafone; apart from the WRT it's an essential requirement of the job.

liviboy

mobilejunkie wrote: »

Because they work for Vodafone; apart from the WRT it's an essential requirement of the job.

But this is apparently being dealt with by the WRT folk (although the email replies state EFT for some reason.

All I'm trying to do is arrange for a URL to be changed on the VEA authentication system. It's not rocket science but nobody seems to know anybody that can actually do it!!!

mobilejunkie

In more recent times (the last year or so) I have had an issue which even the WRT couldn't sort out. Vodafone don't have "systems"; they only have barriers.

pmg102

Vodafone wrote: »

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

Hi Lee,

Just wondering if there is an update on this? I submitted the form on the 7th Jan, and concerned that the "You have 14 days to contact us to arrange payment" from the 2nd January letter will have expired before this is resolved.

thanks,

Vodafone

Hi all,

lifebegins – Once the 10 working days have passed, please sync your device to iTunes to unlock your phone. If you still require further assistance with this, please email us via the form 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.

liviboy – The team have received your latest email. In order for us to help you further we would need to complete security. Please confirm the information the team have requested when replying to our latest email.

pmg102 – Apologies for the delay in reaching your email. The team will be in touch as soon as they can to help you further.

Thanks,

Natasha

Social Media Operations
Vodafone UK