Official Vodafone Complaints/Query Thread

007james

Was taken in by the hard sell at the end of Nov 2015 and took out an amazing tariff so good I asked for a second number for my child but not after a long discussion about making sure he could't ever go over the 2Gb data limit. I was told that there would be a cap and he could never go over. I was also told that as the account holder I would get data limit alerts... Fast forward May 2016.

Shocked to find 2 astronomical bills and when I lookd closely at my bills it appeared my son went over his data allowance. £487.50 taken out of my account. Obviously I called VF immediately who promised to listen in to the Nov 2015 call. No response for a few months until I was told they couldn't listen into the call... Fast forward... I decided to go to Ombudsman as VF offered half the amount but on principle I decided to leave it with Ombudsman as I felt I should be given all the money.

In the meantime loads of other issues too nuemrous to go into but meant I spent hours and hours on the phone trying to deal with it. Advisers contradicting each other, not knowing company procedures, passing the buck etc.... Nightmare...Finally sorted out by visiting a store!

Ok back to original complaint... Ombudsman came back and said there is no EVIDENCE that I was told there would be a cap. They say:

I have reviewed all the information that is available and cannot see any evidence that Vodafone agreed to apply a cap to the usage on the number ending 676. Furthermore, Vodafone advises that its systems were not capable of applying any cap to the service at the time. It is no longer possible to retrieve the call recordings due to the length of time that has passed, Vodafone does not retain recordings for more than 90 days. Ombudsman Services: Communications is an evidence-based organisation; therefore, I must reach a decision using the evidence that is available. I cannot conclude that Vodafone advised the data usage on the number ending 676 would be capped. Additionally, the account notes show that Vodafone sent notifications to the number ending 676 in April 2016 to advise of the high data usage. I must conclude that the data charges are valid.

I was offered £30 for falsely charging for a data 'gift' and £49 as a goodwill gesture!!!!!!! Plus a letter of apology from Vodafone.

So where does that leave me. I know what the South African VF rep said to me. The Ombudsman says I have 14 days to respond to the resolution. I need to have more material facts. I didn't record who I spoke to but since June 2016 decided to use the web chat facility for every interaction so that this could never be held against me. The only 2 things I can think of is:
1. that there was a family cap tariff in Nov 2015 that could have been suggested.
2. They never texted me alerts as the account holder and only texted my son's phone

The onus should be on VF to prove they did text me alerts. They have told Ombudsman that:

Additionally, the account notes show that Vodafone sent notifications to the number ending 676 in April 2016 to advise of the high data usage. I must conclude that the data charges are valid.

I am the account holder and the rep said I would receive all alerts too.

Ombudsman say they are evidence based but I'm thinking if VF can't listen into calls then their incompetent staff can say anything and we the custimer have to pay for that. Should there be written notes too? How do we know vodafone sent notifications or is it something they are saying or could make up?

I need advise asap as 14 days are up in a couple of days. I'm so frustrated and angry that a company's advisors can say what they want to get a sale and then not follow through their promises. It all seems very unfair.

I need to know how to respond to Ombudsman.

Thank you in advance.

dazzaofdagenham

mobilejunkie wrote: »

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

And they are just as hopeless as the rest of Vodafone.

The sooner the organisation is shut down then the better, but that's not gonna happen.

mobilejunkie

They aren't and it's not.

d123

dazzaofdagenham wrote: »

And they are just as hopeless as the rest of Vodafone.

As someone who has used them, you're wrong.

The sooner the organisation is shut down then the better, but that's not gonna happen.

Yes, let's hope that a company that employs thousands of people in the U.K. is shut down as soon as you hope, sounds like an excellent idea, doesn't it?

dazzaofdagenham

mobilejunkie wrote: »

They aren't and it's not.

How do you explain random billing then ?

Inexplicable amounts being taken from bank account that has not relevance to any bills produced.

Web relations team promised several times to call me...

The amount of times THEY did call me is equal to the amount of times I've been a millionaire

dazzaofdagenham

d123 wrote: »

As someone who has used them, you're wrong.

I've attempted to use them and I'm right....hopeless


Yes, let's hope that a company that employs thousands of people in the U.K. is shut down as soon as you hope, sounds like an excellent idea, doesn't it?

Well if I treated my customers with contempt and completely ignored there concerns then I'd rapidly go bust.

However because they are a big company then they can treat people with contempt.

This includes

1. Promises of call backs that NEVER happen.
2. Random amounts being taken from bank account that do not resemble any bill.

And yes the claims above can be proved

Thanks

fallen_angel_69

jammygibb5 wrote: »

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.

On day 18 I camped out in the local shop and said I wasn't leaving till it was sorted . They finally left it that my phone would be put on later that day . Day 19 it still wasn't on and to cap it off they cut my daughters phone off . So back to the shop I go and the cheeky cow behind the counter had the cheek to ask me if I paid my bill . I then saw the man who dealt with me the day before and said here's the phones here's the boxes now you can have it all back . Funny that they managed to get them both working within 30 mins of me being in the shop .

If you take a contract out over the phone and you don't receive a paper contract are you still obliged to continue the contract or can you hand everything back and say that as you don't have a copy of a contract your not obliged to stay with the remaining 23 months

mobilejunkie

dazzaofdagenham wrote: »

How do you explain random billing then ?

Inexplicable amounts being taken from bank account that has not relevance to any bills produced.

Web relations team promised several times to call me...

The amount of times THEY did call me is equal to the amount of times I've been a millionaire

I don't - such things are quite common and the "why" is their problem, not mine.

The WRT has called me dozens of times about many problems over the years - including that one. I also contact them whenever I need to without any problems. They have never failed to respond and always try to help - usually successfully.

I can't speak for what you did, how you went about it or their response.; but there are innumerable people on here who have followed the advice and had their problems resolved - BY the WRT.

dazzaofdagenham

mobilejunkie wrote: »

I don't - such things are quite common and the "why" is their problem, not mine.

The WRT has called me dozens of times about many problems over the years - including that one. I also contact them whenever I need to without any problems. They have never failed to respond and always try to help - usually successfully.

I can't speak for what you did, how you went about it or their response.; but there are innumerable people on here who have followed the advice and had their problems resolved - BY the WRT.

For what I did ?

Nothing !!! I was on 2 SIM only plans and they managed to mess up the cancellation of one to the effect of 200 pounds debt, cut me off for not paying a bill that was in credit !!

Generate bills that bear no resemblance to what I should be paying and then try to debt my account with amounts that have no bearing on the recent bill.

Oh and the WRT.....please

d123

dazzaofdagenham wrote: »

I was on 2 SIM only plans and they managed to mess up the cancellation of one to the effect of 200 pounds debt, cut me off for not paying a bill that was in credit !!

Generate bills that bear no resemblance to what I should be paying and then try to debt my account with amounts that have no bearing on the recent bill.

Oh and the WRT.....please

I had a similar problem, cancellation of a sim only was messed up and I received a bill the month after it was cancelled.

I followed the instructions to contact them and the forum team fixed the issue and cleared the incorrect charge the next day.

Maybe calm down, be less emotional in your dealings with them, give them just the details they need and let them do their work. It worked for me.