Vodafone Deadlock

milonakiss

Does anyone know how to escalate out of Vodafone customer services/complaints and actually get to someone in Vodafone organisation who actually can resolve a deadlock?...I have an upgrade sitting on my account which is incorrectly set up by Vodafone so cannot be fulfilled and neither can Vodafone delete it.I have been passed from pillar to post by Vodafone customer services. Seem to be locked in a dead-end circle that keeps going round.

Aug 17, I called to arrange an upgrade. Received upgrade text and email to confirm and after that nothing...
Seems upgrade raised incorrectly by Vodafone and needs to be deleted.
Vodafone cannot raise a new upgrade until they delete the incorrect one.
Have called them at least a dozen times, have received as many apologies and reassurances
But upgrade order remains open and unfulfilled and undeleted
Vodafone cannot delete the incorrect upgrade request.
Until they delete the erroneous order we cannot place a new order, and so ....
Sep 11 and .... we go round in one big merry-go-round... 

Does anybody know how to break this mad circle and escalate to some department that knows what to do to resolve?
Thank you

moneyman_34

Simple, contact CISAS its the ombudsman for telecommunications

jcontest

You shouldn't go to CISAS until you have a deadlock letter.

You need to make a formal complaint, or ask if what you have previously done was lodged as a complaint (get date and reference numbers).  It's possible that you could argue your complaint started after the Aug 17 failure and you kept contacting them, but CISAS may not accept that.  Once 8 weeks has passed or you receive a deadlock letter (you can request the letter straight away, but they would likely not supply it) then you can go to CISAS.  It's likely once you raise a formal complaint that someone will fix it internally, when you do raise the complaint also state that if it has to go to the Ombudsman that you will seek compensation due to the amount of hassle you have been through.  Ideally this complaint would be in writing and not though a voice chat (as not everything may be logged, If you do have a voice chat with them then I would be tempted to record it).

https://complaints.vodafone.co.uk/resource?id=27700 is where you can get the ball rolling.

As your a current customer and if there's no financial damage to you then there's also a chance they may seek to terminate the relationship with you, but I would obviously go down the complaint path first - even if you later don't go to CISAS.

dcfc67

Do you really want to stay with Vodafone after all this.
Can you not shop around or  do you need them for the network coverage.

i find that if you have a problem their overseas call centres are about as much use as a chocolate teapot.

robandav02

I have been trying to cancel my contract with Vodafone since September 2019 – 1 year. 

I went through their requested process starting with a phone call to cancel my contract

Adhered to waiting for 30 days before cancelling my direct debit.   As it happens, it was several months before I cancelled the direct debit as my husband has cancer and we were dealing with the whole Covid situation)

When I did go into my bank account to cancel, I noticed they had still been taking monthly payments.   When questioned, Vodafone said they had no information on my file regarding my request to cancel my contract

 I cancelled direct debits but then received emails requesting payments which I refused to pay

 Vodafone put the matter in the hands of debt collectors

 Reluctantly paid in full and told them again that the account had to be closed – and so at the beginning of September 2020, we start the whole process again having to wait another 30 days but with the promise from their representative that I would not have to pay anything further

However, today, 18 September 2020, I have received an email from Vodafone requesting payment for another months use.

Also just add that I haven’t used the phone since purchasing a new one and taking out a new contract in September 2019. I also destroyed the sim card in September 2019.

I’m locked in a Vodafone bubble which I can’t get out of, and never will 

HELP.

JJ_Egan

See post two .

pmduk

robandav02 said:

I cancelled direct debits but then received emails requesting payments which I refused to pay

 Vodafone put the matter in the hands of debt collectors

Please remember for the future, cancelling a direct debit whilst you're in a contract doesn't end the contract, it just lands you owing the company money and possibly risks harming your credit record.

BikerJax

I too have had nothing but frustrating, infuriating problems with customer services / online chats and anything to do with TRYING to resolve or contact them about ongoing broadband issues. Simiar to robandav02, the ONLY proactive contact they make, which they are extremely good at, is billing you / texting / emailing and cutting off your service. They took 5months to get me online ( i got a dongle from them in the meantime, which was suprisingly good) but kept charging for both, at £35 a month. I have yet to resolve this, so i am going to now complete the MSE RESOLVER link, WRITE a PHYSICAL letter, copy it to my MP & OMBUDSMAN. .. there is NO POINT in trying to communicate with Vdaphone, unless you are paying them money !
In July this year my phone line was faulty ...a new, seperate issue, aand it took them over 5weeks to resolve. AGAIN, no money off, false promises, no call backs etc, etc and on and on it goes,...
I have found it shocking and even typing now, my heart rate is pounding ! I have just switched supplier today ( Thank you MSE - You are the best ) but this is after 12mths due to the conteact length.
I have NEVER written on a forum or complained to anyone in my 50plus tender years - FU Vodaphone 
Please, just complain, leave them and use a provider who deserves your custom and money !
Jacqui

chistery

Try contacting them on Twitter. It may not be quick but they usually get things resolved.

dazzaofdagenham

Having had various issues with Vodafone over the years....I decided I couldn’t stand the merry go round of calling them only to be told of this / that / blah blah blah....so I moved networks...and I must say...although I’m with EE now..the service is like a breath of fresh air...the staff on the phone actually want to help.