Official Vodafone Complaints/Query Thread

d123

EJS93 wrote: »

Dave surely you can't extend someone's contract without verbal/written confirmation agreed by the customer....

Odds are, it probably happened in a phone call, and if it didn't the problem is how to prove that now.

The problem isn't the argument over the end of the minimum term, it's the tantrum knee jerk of just cancelling the direct debit that is the issue.

The financially prudent path would have been to make a written complaint, push it around with Vodafone for 8 weeks and then escalate to the ombudsman service used by Vodafone to resolve. If you then proved your case the ombudsman would have ruled for your end date to be as you say and and excess payments to be refunded.

Cancelling the DD and sticking your head in the sand never works in the long term, unfortunately.

Mike_Palmer

Hi,

I am having an issue with Vodafone following an attempt to transfer a business phone from my own company to myself as a consumer. During the transfer process they ran a credit check on me and the result was a rejection with no reason given. Never had a poor credit rating or had anything rejected before.

It turned out that my credit score was low (838) due to an error in Experian data following a house move 9 nine months ago. Gave them a call and it was quickly corrected within 24 hours I could see the new score of 994 on the web site.

The problem is now Vodafone refusing to accept the new credit score and saying that I have to wait 90 days before trying again when the issue was not my fault.

I have already challenged the credit score once providing the Experian reference number and score but no joy. Opened a compliant and tried again but still no movement so asked for escalation to talk with a manager which can take up to 24 hours.

Can anyone offer any advice on how to get this resolved?

Regards

Mike

mobilejunkie

Yes. Follow the repeated advice on this thread to contact the WRT - though Vodafone have a blanket 90 days waiting time before considering a new application.

d123

Mike_Palmer wrote: »

Hi,

I am having an issue with Vodafone following an attempt to transfer a business phone from my own company to myself as a consumer. During the transfer process they ran a credit check on me and the result was a rejection with no reason given. Never had a poor credit rating or had anything rejected before.

It turned out that my credit score was low (838) due to an error in Experian data following a house move 9 nine months ago. Gave them a call and it was quickly corrected within 24 hours I could see the new score of 994 on the web site.

The problem is now Vodafone refusing to accept the new credit score and saying that I have to wait 90 days before trying again when the issue was not my fault.

I have already challenged the credit score once providing the Experian reference number and score but no joy. Opened a compliant and tried again but still no movement so asked for escalation to talk with a manager which can take up to 24 hours.

Can anyone offer any advice on how to get this resolved?

Regards

Mike

Best advice is be very nice and hope the forum team can help, you have no right to demand they accept you as a customer, they have no obligation to do so whether your credit score (which is a meaningless number) is 333, 666 or 999.

Leon_W

Despite two years of Vodafone misery I finally thought I had escaped.

Despite not receiving the final bills for three accounts I've given up on calling Vodafone to complain and let the issue slide finally putting the whole sorry episode behind me......

.....or so I thought.........

Seems Vodafone like to keep the accounts open and continually update credit files when the account should be marked as settled !

For gods sake Vodafone can you not do anything correctly ?

I've submitted a WRT form. WRT135 [#15800714]

RCharity

Ref 15801875

I cancelled in good time but Vodafone carry on billing and I have on several occasions had acknowledgement of this and that it was now resolved. Unfortunately the requests for bills just kept coming and now has been passed to debt collection agency.

Please confirm this has been seen.

Russell

tillycat123

Vodafone team my ref number is - 15811780

I have been trying to get a response via phone and using the regular way of contact/complain on the VF site but to no avail or response.

If you are able to assist your help would be greatly appreciated.

Thank you

Vodafone

Hi EJS93 and Mike Palmer - So that we can look into your issues, please email me 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 on here and I'll check I've received it.

Leon W, I can see that Becca replied to your email on 15 April, please reply to the email if you have any outstanding issues.

RCharity, I can see that Becca replied to your email on 15 April. If you have any further questions, please reply to the email.

tillycat123 – We’ve received your email and will be in touch.

Kind regards,

Sukhi

Social Media CARE

Vodafone UK

leekpete

Well, where do you start with this.

I get a call from my mother very upset saying shes been signed up to a phone contract and it appears it can't be cancelled unless a cancellation fee of £1400 is paid!

Spent probably 10 hours upto the minute trying to get this resolved. We speak to vodafone who clearly don't want anything to do with it because it was taken out with one of their business partners. Spoke to someone in voda customer care yesterday who seemed to be able to help and then today all they do is pass us back through to said business partner who promptly say its already in dispute and whoever is dealing with it is off sick today. Suprisingly everytime you need to speak to these people, they are either off sick, on dinner, not at desk, the list goes on.

If anyone from vodafone wishes to contact me regarding this feel free.

Will update as soon as I hear anymore.

mobilejunkie

How are they supposed to contact you? They aren't psychic. Follow the pereniial and repeated advice on here to contact the WRT rather than waste your time doing what ought to work.