Need help re Vodafone complaint (at my wits end)

mlb15uk

Good evening all

I will be brief as to explain the problem would take me forever and I'm typing on my phone.

In brief:

I have two sims on my account, one is mine and is a sim only. The other is my dads and is mobile and sim.

Problems began when I asked in January for Vodafone to split the accounts in two two separate ones so my dad can pay his own. In short this didn't happen and still hasn't happened to this day.

When I rang Vodafone the woman on the phone said to my dad "the credit check to separate your account has failed". But then she said its ok its gone through the accounts will be split. A short time later a SIM card arrived in the post. Confused we merely believed this sim was a spare sent in error as a result of the account split.

Turns out this sim was actually a brand new pay monthly contract set up in my dads name. I only discovered this when my dad recieved a £50+ bill and I still received a bill for me and dad in one go. I contacted Vodafone who admitted a new contact had been set up.

So I asked them to cancel this new sim and separate the accounts still. Contacted Vodafone to ask why the split hadn't taken place and they said its ok I'll do it now your dads number might go off for a day or two but will come back.

Here we are FOUR weeks later and my dads number is still disconnected. I had no fewer than 10 calls to Vodafone in one week asking for my dads number to be reconnected and each time an agent advised it will be back on by xx:xx time. Each day this time passed and the number wasn't back on. I eventually got through to a manager who admitted my dads number was permanently disconnected and could not be reconnected. So he said we will send you a new sim then ring up and ask that new sim to have your dads number.

The new sim hasn't arrived and so I rang back and asked for a sim again. I rang Vodafone today and they said this new sim hasn't Gina past pending status yet, even though it's nearly two weeks ago.

Whilst all this has being going on my dad has had to buy a pay as you go sim to use his phone again.

I am on with the ombudsman who said I need to send a letter to Vodafone about the complaint and detailing how I want it to be resolved. The letter was recieved and signed for as I paid about £7 to ensure it must be signed for on delivery. Vodafone have on obviously ignored the letter I sent as I've had no reply. I rang the ombudsman who said they need me to ring Vodafone and ask when I first mentioned complaining and if it's been 8 weeks they can start the ball rolling. I rang today and discovered I mentioned a dispute in January so I will be ringing the ombudsman tomorrow with this information.

In total I have rang Vodafone over 50 times since January to get this problem sorted. I also forgot to mention how many times prior to January I had to call to ask why my discount and phone tariff were incorrect amounts but that would take too long to write about. It is all in my complaint letter however.

So what am I to do? I keep ringing Vodafone but just cannot get them to sort my dads number out. Every time I ring the agent acts like its the first time I'm complaining and there is over 60 notes on my account from when I've rang them about something.

What am I to do? I would love to just give Vodafone my dads phone back and tell them to end it but they say I can't do that.

What can I do to get this sorted? Take Vodafone to court?

Thanks for listening

grumbler

Ringing Vodafail is wasting time and money. The sooner the ombudsman takes the case over, the better.

As a side note, a signed for letter costs just £1.64.

mlb15uk

Thanks. What is the likely outcome from the ombudsman? Should I take Vodafone to court over it? Also it was a recorded signed for letter, I wanted to ensure Vodafone got it and couldn't dispute receiving it.

Also to Vodafone Lee my reference number is -
12934573

Sorry I forgot to put MSE in the Vodafone question box

grumbler

mlb15uk wrote: »

...Also it was a recorded signed for letter,

http://www.royalmail.com/personal/uk-delivery/signed-2nd-class

• Proof of delivery including a signature from the receiver
• Delivery in two to three working days including Saturdays
• Confirm online or on your mobile when your item has been delivered
• Prices start at £1.64 for letters up to 100g

mlb15uk

It was sent special delivery recorded.

But that's by the by I'm not here to discuss how I sent the complaint letter I'm more concerned as to the fact Vodafone ignored it completely.

mobilejunkie

Waste of money. Every time I sue it's second class non-recorded. I don't have to prove receipt of a LBA. Also, wait for Lee. That is by far the best option.

mlb15uk

No sign of Vodafone Lee...not off to a good start here

mobilejunkie

He's still around. He called me in the last few days about yet another ongoing problem I have with Vodafone.

XIII

Hi

I have had issues/complaints with Vodafone in the past and ended up emailing the CEO's office to get a resolution.

I suggest that you email jeroen.hoencamp@vodafone.com with a copy of your letter and in past cases I have usually received a callback within a few days.

Good Luck.

mlb15uk

Thanks. I'll give this a shot since I've tried everything else.

It really is a joke Vodafone. Three attempts by Vodafone staff to get my dads number bad online have all failed. Why is it so difficult Vodafone honestly...

Huskyrunner

the problem your having is the reason i left vodafone we used too have 3 vodafone accounts

ie mine, my partners and my partners 17 year old brother we tried too do a simple thing each account on a different bank account

it wasnt simple there crap system cant recognise three phones under one name as it kept trying too claim all bills outta one account

best advice i can give is leave them, twitter slate them they have a twitter help/complaints thing feed etc