MSE News: Vodafone fined after thousands of PAYG customers lost out after topping up

Vodafone has been fined more than £4.6 million after Ofcom found issues with PAYG billing and complaints handling...
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'Vodafone fined £4.6m after thousands of PAYG customers lost out after topping-up'
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  • UltraChris
    It's taken Vodafone 5 weeks to re-instate my mobile data and that is after hours of calls to them for help. No offers of compensation either and when we did ask we got the run around. I'd suggest that the fine has not changed their way of working with customer at all...
  • liviboy
    liviboy Posts: 544 Forumite
    Name Dropper First Anniversary First Post Combo Breaker
    The issue with Vodafone complaints is simply that nobody takes ownership of any problems. It is dealt with by numerous people who go through the same processes each time and never actually resolving the problem.

    Even when poor feedback was given, I was called my a manager based in the UK who continually asked me if there was anything else she could help with other than asking the reason for the poor feedback. She was completely unable to even look at a complaint, to send a message or to escalate despite the fact that the reason for poor feedback was not being resolved.

    It eventually was resolved by dealing with the MSE Vodafone forum reps, sending direct e-mails to an e-mail address I got which I shouldn't have, and an excellent response from their overseas operators who finally read the message.

    My formal complaint, which asked for a written reply, was responded to by telephone with a simply voicemail, no return number and who said if I needed any more help with my complaint to call the main call centre and "anybody can help you". The complaint was ABOUT the call centre being unable to help me! You honestly couldn't make it up!
  • sdduk
    sdduk Posts: 1,419 Forumite
    First Post First Anniversary Photogenic
    To be honest fines are a waste of time the only person that wins is the government with the fine money.
    The trouble is VF will just put there customers bills up to pay for it thats not getting them to sort there customers problems out. :mad:
    Nobody is Perfect. I am Nobody, therefore I am Perfect.
  • Short-n-Sweet
    I absolutely hate Vodafone they have been nothing but trouble from the beginning! So I was so excited when I my contract came to an end - I put my "work phone" onto Pay as you Go so I did not have to deal with them again and my contract on the iPad ended and I decided not to renew the contract! as I would only use it when at home via the Wifi anyway..

    Since then Vodafone have continued to bill me for both. I contact them via Phone and was hung up on twice after being passed around and kept being promised a refund. I got fed up and went into store and showed them the phone they are charging me monthly for is on Pay as you Go and they could see it even had credit on it. This has happened for 4 months and still nobody can give me an explanation or money back..

    They have eventually offered the money back as CREDIT to my account (really could of done with the money as I account and budget for everything). The whole thing made me Anxious and Stressed! The first time it happened was a shock but then they took £130 for no reason with no notice and I was so upset and I have given up trying to fight them for MY MONEY!!

    I absolutely hate them!
    Ask.. Believe.. Receive..

    Every Accomplishment Starts With The Decision To Try
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