Vodafone Complaint

LindaW64

My 83 year old mum was recently mi-sold fibre by Vodafone (they offered it to her, she didn't ask for it).  It was installed 2 weeks ago, rendering her landline inoperable and therefore her panic button unusable.  Despite numerous calls (daily) to Vodafone, emails to the directors (no response!) we have been told that we need to wait until 13 June for the next update! So that will be three weeks without her panic button.  Vodafone caused this mess, Vodafone are refusing to treat this as a priority.  They have agreed to re-instate the previous line, but there is no urgency to do so.  Meanwhile my mum is left vulnerable.  How can Vodafone behave in such an appalling manner?  Also, the installation work done by Open Reach cowboys has damaged the house, but Vodafone expect me to raise the complaint with Open Reach!  Does anyone please have a directors email address or phone number i can contact to get this resolved?   I have already emailed Ahmed Essam, Jordan Stone and Shelley Malton numerous times - none of whom can be bothered to respond

monday2

ahmed.essam@vodafone.com and ukmediarelations@vodafone.com and both replied to mine but that's probably because I was trying to apply for Home Broadband. Given access to a complaints portal but you need a reference number to get through This is the email address directorscomplaints@care.vodafone.co.uk. that they sent me the info on.
I would also copy in Ofcom or start an official complaint.
Good luck. I hope one of these works for you. Be short and to the point.

ann_droid

Hi
Probably a waste of your time, but............
Call us to speak to our dedicated complaints team on 0333 3040 441
https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

Alternative Dispute Resolution (ADR)

If your complaint has not been resolved after 8 weeks or we have issued you with a final response or ‘deadlock’ letter, we will inform you of your right to seek alternative dispute resolution.  

Take your complaint to CISAS

Once you’ve received your letter informing you of your right to seek alternative dispute resolution, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS).

CISAS is an independent dispute resolution scheme, approved by Ofcom, which is free of charge.  They are an independent dispute resolution scheme who impartially resolve communication and internet services complaints that cannot be resolved between a customer and a service provider.    Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral.

• Phone: 0207 5203 814 – standard rates apply 
• Write to them: CISAS, Communications & Internet Services Adjudication Scheme, 70 Fleet Street, London, EC4Y 1EU

KeithJohnAlger

I would be raising this with the local trading standards officer IMMEDIATELY.  Not only do VF need to correct their mistakes but in this situation, they really ought to be facing sanctions!

Expecting a vulnerable customer to wait up to 8 weeks for rectification show a complete lack of understanding of the context and compassion!

osmononame

While it doesn't help you OP I've had a similar issue with Vodafone where I've been given the run around for a few weeks now so it seems to be their MO. Seems like the company is stuck in the dark ages!

ann_droid

Best pursued in the Vodafone forum methinks.
https://forum.vodafone.co.uk/t5/Landline/Urgent-help-I-understand/m-p/2689379#M775