Official Vodafone Complaints/Query Thread

Julian_Ledwith

So as a last resort, I thought I would try Vodafone's WRT135 complaint process, no surprise to see that after taking the time to detail my issue I got an error code. This seem's to be a regular feature with Vodafone that I believe is designed to put people off complaining.

My complaint started in August last year, 4 formal letters, numerous call's and requests for escalation or callback which have been ignored. in the 6+ years I have been with Vodafone, this last 12 months has seen a dramatic drop in 'Customer Service', which in my eyes is probably breaking numerous laws.
My complaint is currently with the Ombudsmen Services, but as they are a 3rd party dispute company I have very little faith in their ability to provide a balanced view and simply follow process.

Does anyone have experience of litigation against Vodafone, as I am now at the point of appointing a solicitor to represent me, however I am struggling to find one that is suitable.

Cloudane

Perhaps not too surprisingly they picked it up and that's the last I heard. I'm obviously going to have to dangle them upside down and shake them as far as getting my money back goes.

dolphin19

I have been advised to get a copy of the original phone call that was made to Vodafone as they have said they record calls. However, under what law do I have this right? I thought it would be the Freedom of Information Act but that is for public bodies. Please can someone advise me so I can get this letter sent off.

My latest instalment is 1 more hour in the Carphone Warehouse (total of 8 now) and despite Vodafone's (sort of) explanation as to why I owe £234 they have sent me a new bill of £460!!!

Cloudane

I think it's the Data Protection Act you need to cite as that's all about the information they keep about you, such as your calls. I believe they're obliged to send any info they have on you but have the right to charge an admin fee to do so.

Round 2 with my return, it was picked up last week so I thought I'd better chase it. They just seemed to have left it hanging until I got in touch as only now they were asking "so do you want a refund or a new one?" and I had to explain I don't have an account for them to credit, they have to reimburse the credit card I used.
Call me cynical but I have a feeling it's a bit of a willful thing as they'd know most people probably just can't be bothered to chase things. To be fair the live chat agent I got was very helpful and seemed to get things progressing but... we'll see. It's a very 'rusty' company and needs a lot of kicking to make the cogs turn!

Gaz82

So after waiting for bills to arrive after being promised for them to be sent by Vodafone for nearly two weeks I finally managed to speak to someone from Customer services who was able to help ( only waited for 5 months). They agreed to send some of my bills via e-mail from December 2014 until October 2015 the rest being sent by post (ain't holding my breath). I have managed to calculate my bills from what they are asking each month to what I have been paying since January 2015 and yes my bills are incorrect ( over £150.00) from what I can work out. So basically have been disconnected for a fault of Vodafone not to mention stress they have caused me. As for ombudsman service I will be taking matters further as they should have looked in to this correctly not dismissed what I was telling them. Still fuming but got bit further after many more phone calls. Will wait until Monday now to find out what my bill actually is and what they are planning to do.

Mishie_2

I was a Vodafone customer for 8+ years without a single late payment. I got a second phone for my daughter. Had problems accessing her account on the website as they wouldn't allow two numbers on one email. I spoke to VF, they said they would amalgamate accounts, they messed it up, they messed up payments didn't take from one number, took double from the other, refunded me but then missed payments etc. and to cut a VERY long story short, I got in dispute with Vodafone about the two accounts. I phoned them numerous times, nobody could help, broken promises of returned calls, I emailed, nobody replied, I wrote (recorded delivery) etc. I called again.... This went on for over 18 months, in the end I was told that the accounts were closed. I then apply for my credit file prior to mortgage application and discover two defaulted accounts amounting to just over £600 combined in money allegedly owed. I tried to call to resolve, nobody could help I was told to visit a store. I visited a store and spent two hours with them, they couldn't help and told me to call collections. I called collections, they told me to pay the money and the defaults would be removed. By this point I had lost the will to fight (and live), so I took it on the chin and paid the £600. (I am a single parent of three children, this is a great deal of money for me). I applied for a mortgage, I was refused because of the defaults. Despite the payment and the promise from VF, the defaults remain! I am in the middle of divorcing a cheating !!!! husband and desperately need this mortgage to buy him out. This mortgage essentially means keep my house or homeless. Please help advise me how to remove the defaults from my accounts. I contacted experian but all they offer is the option to add a 'notice of correction' this is not enough, this is not fair. Last year my credit score was 900/999. Now it is 503/999 and I'm left powerless and vulnerable. Anyone know what to do?

mobilejunkie

You can't remove them. Only Vodafone can do that and it was a complete lie that by paying up they would be removed; they will, in fact, stay on there for 6 YEARS.

I recommend you go to the Ombudsman, though I would try the Web Relations Team first (don't bother with anyone else at this despicable company). Your only case is that you didn't owe the money - if you did, there's nothing you can do, although Vodafone's maladministration may have triggered it.

Helen_Howes

I am also wondering if anyone can offer some advice. I've tried contacting Vodafone by email, phone, contacted their CEO by email/letter (today) and have followed the link in this forum (again today), but I was wondering if anyone has had a similar problem with a positive outcome!

I contacted Vodafone in January 2016. I wanted to end my pay monthly ‘phone contract and convert my SIM card to pay as you go, as I am leaving the country for several months to work in Ethiopia. Unfortunately (with hind sight) I was convinced by the Vodafone employee to continue my contract on a lower tariff (£6 per month). This was acceptable to me as, at this point, I planned to upgrade the plan on my return to the UK and continue my 'phone contract with Vodafone.

8 days later I received an email from Vodafone, dated 20th January 2016. The email provided details of my “new contract” for 12 months at a rate of £36.25 per month. I have never agreed to the details of this contract.

Because I was not in the UK, I only read the email 9 days after it was sent. I immediately sent an email to Vodafone stating that I had not agreed to the contract detailed in the email. I do not accept the terms of the contact, and I wanted to end my contract I am yet to receive a reply to the email.

I followed this up with a 'phone call and was told that I could not cancel the new contract because I was outside the “cooling off” period. This is despite the fact that I have never agreed to the price plan. The customer services representative that I had spoken with on the 12th January had not actioned any of the changes discussed at the time, but had written that I requested changing to SIM only. On the basis of this information I was offered a monthly contract (12 month tie in) at £7.15 per month that I declined as it was still (slightly) more than I had agreed during the first 'phone conversation. I was told that the “manager” at customer services would escalate my complaint, listen to the initial ‘phone call recording, and get back to me with the outcome of the investigation within 48 hours.

I called Vodafone again on 11th February, 8 days after the previous ‘phone call as I had not had a response as promised. I spoke to 6 agents, before I was told that I could leave the contract (that I have never agreed to) early at a cost of over £360, which I declined. We eventually agreed that her “manager” would escalate the problem, and again promised to listen to the initial ‘phone call and be in touch within 24 hours. Once again, that has not happened.

I intend to call Vodafone yet again today when the lines open to try to resolve this dispute. I am not hopeful that this will result in a positive outcome given my dealings with Vodafone to date.

I am quite frankly appalled by the customer service I have received by Vodafone. A mistake made by a Vodafone employee has resulted in me being tied into a contract that I do not want, have never wanted, and have never agreed to. Because of Vodafone’s mistake I have had to spend several hours on the ‘phone to Vodafone and I still have not had a satisfactory response from the company regarding my complaint. This has caused a lot of stress during the time when I am planning to leave the country to work abroad.

I am reluctant to stop my direct debit because of potential difficulties with credit rating if I do this. I'm at a loss about what to do.

bikermoose

I've skimmed through this thread but haven't noticed anyone with an issue like mine.
I am not a Vodafone customer but they have somehow created an account in my name and say I owe them money. they have my details as I had a datacard for my laptop from 2005-2009. This account is apparently for a sim for a tablet, which I don't have. I either use wifi or my phone as a hub for my tablet.
I tried all last year to resolve this issue with both Vodafone and their debt collecting dogs, Ardent and thought I had when I finally got a letter admitting my account with them had ceased in 2009 and apologising for the inconvenience caused and stating the matter was closed.
However it seems all they did was reset the account as paid up to date but then start counting late payments again from september. I now find by checking my credit report that this account is shown as in default which is obviously affecting my perceived creditworthiness. This account shows as live and paid up from 2012 but I've not made any payments as I also told them last year.
I want this whole episode wiping from my credit history but how on earth do I go about that? I went through huge frustration last year with letters and 'phone calls, which are futile as you end up explaining everything to some idiot who then puts you through to another moron where you have to start again.
Any useful advice would be appreciated.

Cloudane

This is such hard work.

I assume if you email them it goes into a black hole, has anyone tried?

My complaint would go something like this:

1. Bought Moto G without SIM, order no. [redacted] 21st Jan
2. Called Friday 29th Jan to organise a return and refund as per the 14 day refund policy, was told someone would collect it Monday 1st Feb. Stayed in, no one came.
3. Called Monday 1st Feb to find out what had happened, was told it'd be picked up by Wednesday 3rd Feb. Again this didn't happen, but it was finally collected on Friday 5th. But I heard nothing after that.
4. Web chatted on Thursday 11th Feb and organised a refund, was told it'd be refunded to my bank account / payment method within 48 hours and given reference number [redacted]. There is STILL no sign of a refund.

If it can't be refunded then I give up, return the handset and I will put it on eBay (though it's unlikely I'd be dealing with Vodafone again). But to just take it from me and say nothing is theft, which obviously is unacceptable. Please advise.

===
I guess calling it theft is a bit of a stretch since I did invite them to collect it, but I'm getting a bit annoyed at all this.