Help with Vodafone

Debt_free_by_2020

Vodafone is the absolute worst, isn't it?! I'm currently approximately 2 years into an ongoing complaint regarding the same thing as OP... cancelled contract but Vodafone went ahead and carried on billing me monthly for almost a year for my 'new/upgraded' contract. I refused to pay so now I have defaults on my file for months where I didn't even have a Vodafone sim card let alone an actual contract.

Maybe try the Resolver website (I found it through MSE) for making a formal complaint which can be escalated as time goes on?? I'm using it for my Vodafone complaint atm... I've had shockingly poor responses from Vodafone over the past 2 weeks so I expect it will indeed be escalated (only 2 days left for Vodafone to reply appropriately to the complaint).

I'll let you know if I have any success with it and what impact the escalation has on the complaint... Although, seeing as it's Vodafone, I'm not holding my breath.

Vodafone

Hi Daniel,

I've checked the email reference you posted on 26 June and can see that we last replied on 27 July.

If your partner needs any further help, please ask her to reply to the last email she received from us.

Debt_free_by_2020, if your complaint remains unresolved, please email us via the contact details provided in post three above.

Kind regards,

Lee

Vodafone Social Media

Debt_free_by_2020

Vodafone wrote: »

Debt_free_by_2020, if your complaint remains unresolved, please email us via the contact details provided in post three above.

Kind regards,

Lee

Vodafone Social Media

Thank you Lee. However, I am unable to use the email form in post three above as it is only possible to proceed with a valid UK phone number in the required field. As I have stated in all of my correspondence thus far, I will not be speaking to anyone regarding my complaint over the telephone and require responses in writing only.

Please advise me on how I can track this complaint effectively as, at the moment, I only receive the same regurgitated information in varying emails from the same customer relations employee and they seem unable to progress with my query in a productive manner.

Perhaps the next step should in fact be, as advised above in previous posts, to forward my entire complaint and all supporting documents to the CEO for their review? In this case it would not just be the complaint itself under review but specifically the way in which it has been handled by the Vodafone Customer Service employees in the past 2 years.

AlMasri

I don't suppose you got anywhere with this Debt Free? Absolute ridiculous. My partner's contract ended in December 2015, cancelled in January 2016 and still rumbling on! Same old nonsense thrown back at you and no further forward.

Lucky_Duck_2

Sadly as pointed out in another thread where an account was opened fraudulently but Vodafone still pursued the victim for the debt, they have no real interest in resolving the issue but just try and grind people down.

Debt_free_by_2020

I actually did! :j I went through all of the steps via Resolver and ended up having to be referred to the Ombudsman but they ruled in my favour and stated that I should get a written apology, my account should be compensated (some of the debt written off) for the inconvenience which has been caused to me as a good will gesture and they also asked Vodafone to backdate my default date as that was one of the things I mentioned being an issue.

I would 100% recommend Resolver for dealing with them... you can then upload everything there and keep a proper record of everything that happens with your case and it's easy to download documents if (with Vodafone it's always when) you eventually have to refer the case further on to someone higher up.

Good luck!