Official Vodafone Complaints/Query Thread

jammygibb5

fallen_angel_69 wrote: »

Well Vodafone have got to be the worst company ever . 15 days without a phone due to their error in cutting my line off . They say I asked for it to be disconnected . What total crap why would I do that when I've got 23 months left of a contract .

I have had a very similar experience. My line stopped working on the 18th Feb (the day my direct debit is due), I tried to use my phone on the morning of the 19th and I was unable to dial out or send text messages. I checked the my vodafone app, and my number is now a pay as you go number! I have not requested this to happen, and above all I was only 2 months into a 12 month contract. So far I have spent an hour on the phone to customer services which I was passed around 5 different customer service operators! I have used the online chat service with 2 different customer service operators, which both said they would "reconnect" my line. Neither of which seem to have done anything.

My predicament is whether or not I am obliged to honour my contract as there don't seem to be any outstanding bills on my account, as everything on "my vodafone" shows as pay as you go and I have no access to any existence of my pay monthly contract!

I am now starting to wonder if I can cancel my direct debit at the bank and move providers, as I am left with zero confidence in Vodafone.

mobilejunkie

Follow the advice on here and contact the WRT as described. Cancelling the direct debit with such a incompetent and uncaring organisation is risky.

EllasPa

Vodafone wrote: »

Hi all,

Liviboy - Please reply to the latest email from us, so that we can look into this further for you.

20aday - Thanks for letting us know that everything has been resolved for you.

Pingufun & EllasPa - So that we can look into this for you, email us via 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

Sukhi
Social Media Operations
Vodafone UK

I have just resubmitted my query on the social media hub. Please could you actually reply this time.

dondo

Looks like things have been sorted for me- quite a few adjustments/refunds in this month's bill but looks right :-)

Will check next month to be sure as that should hopefully be a "normal" month

Wakefieldu

Hi Natasha. The WRT form resulted in Incident #15350613 and a reply 16/2 from Santan, Social Media team to complete an online EFT form on vdfn.co/E195 which I did (Ref# 15360706).
Unfortunately, there has been a number of mistakes on Vodafone's part including several call backs not happening when promised, being charged £18 for a free call, account being stopped when it was not over the credit limit, error re authorised users and account not being reinstated when promised, resulting in loss of service for almost one week.
On the positive side, there has been regular emails with the Social Media team on this incident which has been satisfactorily resolved this evening and a couple of the Live Chat colleagues have been most effective.

sghughes42

I signed up for a Vodafone contract for my wife in 2014. Had no end of problems with them - the phone would somehow download large amounts of data at a time when it was at home, connected to the home wifi and with update settings set to over wifi only. This resulted in us getting hit with an extra data bill every month so I moved her to Virgin and cancelled the account in January 2016.

At least I thought I did. Back in May I did a credit search and found the account was still showing as active so I got on to Vodafone and they promised they'd cancel it.

Just signed up to the MSE Credit Club, checked my file and guess what, it's still showing as active and last updated just under a month ago.

Is there any way to get them to actually close and cancel the account and stop hitting my credit file like this? After the poor customer services experience I had with them (1) I'll never go back but I'm also worried that about having any link with them on my file based on all the horror stories in this thread.

Any advice?

(1) This included hanging up on my twice when I tried to cancel, not taking no for an answer when I said I didn't want their deal which was more expensive for less and needing to be asked several times for a PAC code so we could transfer the number.

liviboy

Hi Team,

Just to say that Gemma got back to me today and this time the problem has indeed been sorted!

So after wasting nearly a year moaning with the overseas staff and being fobbed off, finally, somebody in the UK who actually listened, understood the issue, dealt with the issue and got it sorted.

Gemma - apologies for a previous ranting-post where I hadn't hears back from you whilst you were away but as soon as you came back you worked your magic!

It's a pity it takes a social media team to fix things which really should be sorted by the first point of contact!

However, thanks again Gemma and the rest of the Vodafone team who were involved in my case!

blue70

I had a very simple case of over billing. I had a SIM only deal for my daughter but every 12 months when I re-negotiated or upgraded the package something would go wrong, without fail.

In August they over charged me because they couldn't implement the new deal properly. The exact amount was only about £4.60 but despite speaking to a number of different staff both on Chat and on the phone they couldn't or wouldn't put it right. The final straw came when one of their staff simply closed the live chat because he couldn't answer my questions.

I wrote a letter to their office in Newbury complaining and asked for a written reply as clearly it was no use for them to call the phone and discuss the matter with my 14 year old daughter. I emphasised this a number of times

There then followed a 3 month battle to get them to repay the overcharged amount, provide an explanation for the extremely poor customer service that I had received and above all else send me a written reply. They were hopeless. I was lied to repeatedly, my daughter received numerous phone calls on this matter and there was no resolution in sight.

In the end I referred the matter to the Ombudsman. I asked for a written reply addressing all of the issues, the overcharged amount to be refunded, compensation for my time and termination of my contract (6 months early). I'm very grateful to the Ombudsman for achieving all of that and I will be saying goodbye to Vodafone in the next week.

I have encountered bad customer service before but this was on a new level. I will never be a Vodafone customer again regardless of the deals that they offer, it's not worth the grief.

FinsburyPark59

Hi
I'm writing this partly in frustration, partly in despair, and partly as a record of the sheer incompetency of Vodafone.
On Friday 17th Feb I suffered water damage to my much-loved iPhone 6s. I took all the right steps to resolve, submitted a successful insurance claim (with Vodafone), and on their instruction took the phone into the nearest shop (Sat 18th). After the usual bureaucracy I managed to get them to take the phone and return to repair in accordance with their policies. I was told I would receive a new or refurbished phone within 5 days of receipt by the Repair Centre. So far all pretty straightforward.
The problems started when I called Insurance to check all was on track on Thursday 23rd . I was told that the Repair Centre (RP) had no record of receipt of the damaged phone. Hmmm, funny. So I gave it another day and called the RP direct this morning (24th Feb). Still no receipt. Ok, so I called Vodafone Insurance (VI), who recommended I went into the store and enquired. I did so, at my own time and expense, and they told me the phone had been sent at 11:02 am on Monday 20th Feb by secure courier. Then called back VI who checked with RP and confirmed again the phone had not arrived. After long delays the assistant finally came back to me and said: best to go up to the store again. Why, I said, for what purpose? They’ve confirmed it was sent and clearly the phone has been lost in transit. Not my bad, but Vodafone's!! I refused and then had another long delay until was put through to Customer Services (every unit in Vodafone is apparently self-contained and does not communicate organically, who knew?). They tried to contact the Store (all Vodafone stores do not have discrete publically available phone numbers – again a) why b) who knew) and said they would email the store manager. I insisted that I was copied into the communication but have no faith this will happen and lo and behold no email to date.

I'm at a loss as to where to go next. The incompetence, bureaucracy and lack of joined up thinking is staggering. All I want is my phone back, any ideas?

mobilejunkie

Same ideas which have been repeated on here for years. Follow the advice to contact the WRT.