Vodafone - "Request for Access to Personal Information"

barneybeagle

Hi there,

Just wondering if anyone can advise on the following please:

I have raised a couple of complaints with Vodafone and the other day I called them to say I had not received a reply. The guy then told me that they had replied to me and he read out the letter. I requested that he forward me a copy in which he replied he would 'try'. My complaint has been escalated and today I received another call. I again requested a copy of this letter that I had not received and was told that he would 'try', but I persevered in that I wanted a definitive answer. Either email, print and send or contact the originator and get them to send it I asked. However, it then turns out that there is a form to fill in which he told me I have to do. Now this all sounds backwards to me, but not long ago I received a text with a link to it and lo and behold it is a "Request for Access to Personal Information Form". This means I would have to fill it all in, attach proof of identity, etc and also send £10.00 to allow them to do this. Now someone please tell me I am in the right in my thinking that I have queried a letter that has been lost either internally at Vodafone or in the Christmas post, it has been read out to me over the phone and it turns out they cannot resend it or print it out, so I have to do a "Request for Access to Personal Information". Surely this is wrong and it is up to them to resend the letter which I have not received in the first place. It all seems back to front to me, but in my dealings with Vodafone (bar the people in the local shop) I am not surprised.
I would appreciate your views/advice as an Customer Relations Advisor is supposed to be ringing me due to the escalation of my complaint in 3-5 working days (or so they say).
As a side note for anyone reading this. Anytime you have a complaint, ensure you write down the date/time/advisors name and the details of the call. Log it all. My experience with Vodafone has been long and soul destroying. If you don't do these basics then you are immediately on the backfront and you will tear your hair out.

Kind regards
bb

diamonds

Call Ofcom, register your complaint, get your reference number from Ofcom and email Vodafone.


There is a sticky at the top of the mobiles board for Voda.

barneybeagle

Hi Diamonds,

Thanks for the quick reply.

Do you think I am right or wrong with regards this form that they have sent me? This is just a side issue to my original complaint, but I just feel that I should have a copy of that letter and should not have to pay to receive it!

Other than that my complaint with Vodafone has progressed since I sent in the letter to the CEO. I have asked for compensation and it is going through the various hoops. My next step will be the Ombudsman if they cannot come to a fair settlement and he can make his mind up one way or the other.

Do you think it is wise to contact OFCOM now or just wait until they come out with something final.

Kind regards
bb

YaoSong

See the sticky post for help on your complaint as a whole.


I don't know if Vodafone are obligated to re-send it but most companies should do it as it's in their interest and usually costs them next to nothing. It took me 3 weeks to get them to send what is in effect a deadlock letter, but it was on email. I had already started a case with the Ombudsman so I recommend asking them for an electronic copy.


In terms of the paid request, which is a subject access request this is something I am also requesting but for the fee you should get everything they have on you including case notes, communications, and voice recordings of calls. If you're going to pursue external activities such as Ombudsman or even legal proceedings this will be very relevant. You do need to consider the timing as well given you have ongoing communications but it can take them a month to fulfil the paid request.

diamonds

barneybeagle wrote: »

Hi Diamonds,

Thanks for the quick reply.

Do you think I am right or wrong with regards this form that they have sent me? This is just a side issue to my original complaint, but I just feel that I should have a copy of that letter and should not have to pay to receive it!

Other than that my complaint with Vodafone has progressed since I sent in the letter to the CEO. I have asked for compensation and it is going through the various hoops. My next step will be the Ombudsman if they cannot come to a fair settlement and he can make his mind up one way or the other.

Do you think it is wise to contact OFCOM now or just wait until they come out with something final.

Kind regards
bb

Asking you to complete a Subject Access Request for a copy of a letter addressed to you from Vodafone you never received is absolutely poor form, go to Ofcom and registered everything, Ofcom has to record complaints from customers, not investigate but if we consumers DONT register ALL our complaints the service we receive will always be substandard as Ofcom cannot take action where required against high number of complaints on same issues by consumers.

A Ofcom reference number seem to get attention in my experience, remember that just going to a ombudsman resolution paid for by your telco is hardly independent nor impartial, Ofcom complaints recordings are.

barneybeagle

Thankyou YaoSong,

I have asked them for an electronic copy as well, but the first fella told me this was not possible, the second fella sent the link for a Subject access request. He never told me this was the kind of form he would be sending me. No surprises there though.

I have all the dates/times/People I spoke to and Details regarding phone calls and online chats as well as dates/times/Staff I spoke to in the local Vodafone shop.

I will await their next call and will make a decision then with regards to raising a SAR to include everything they have on me.

Thanks once again
bb

barneybeagle

diamonds wrote: »

Asking you to complete a Subject Access Request for a copy of a letter addressed to you from Vodafone you never received is absolutely poor form, go to Ofcom and registered everything, Ofcom has to record complaints from customers, not investigate but if we consumers DONT register ALL our complaints the service we receive will always be substandard as Ofcom cannot take action where required against high number of complaints on same issues by consumers.

A Ofcom reference number seem to get attention in my experience, remember that just going to a ombudsman resolution paid for by your telco is hardly independent nor impartial, Ofcom complaints recordings are.

Thankyou, I will do just that.