Vodafone complaint

Cairoxxx

Is there a way to speak to someone on the complaints team who are based in the UK?

I have a complaint about broadband - already a customer and signed up to a new broadband package which is not fit for purpose - which is in its 6th week. I'm getting nowhere with their foreign-based team which I'm being routed through, wasting days and days and hours and hours of my time getting nowhere.

So far it's around 40+ calls, millions of texts and unpersonalised emails, 6 hours of speaking to their technical team in just one day for example, them not honouring phonecall appointments, and the foreign-based staff are unintelligible. I've aged about 40 years in the process plus the stress of it all is killing me.

I'm contemplating cancelling my broadband direct debit until it's resolved - I have 2x mobile data contracts, 1x device contract, and (no working ) broadband contract.

Any help or advice would be appreciated.

Ayr_Rage

If you cancel your DD you risk missed payments being recorded on your credit file if Vodafone report to any of the CRAs.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82080504#Comment_82080504

Vodafone reports to all three CRAs.

Why do you think that a UK-based call-handler would be of any more use than those based overseas? They'll all be looking at the same system which will be prompting them to give the same stock answers.

You need to make your complaint formal, and have it acknowledged as such.

Then if no resolution you take your complaint to Alternative Dispute Resolution, the procedure's here

https://www.ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes

If you are not receiving any service at all then you are entitled to compensation that should be paid automatically

https://www.vodafone.co.uk/broadband/auto-compensation-hbb

elsien

In what way is it not fit for purpose, and how does that compare with the minimum standards that you were guaranteed?

mebu60

You could try a formal complaint email to the UK CEO max.taylor@vodafone.com but I would suggest just referring to Vodafone staff rather than where they are located. And I would not recommend cancelling your DD, that will lead to other unnecessary issues. Be clear about what you are seeking as a resolution. Try to take the emotion out of it and be factual.

dnpark38

Would the OP as he is getting no BB at all, it seems, be able to contact the Network CS that is being used ?

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82081044#Comment_82081044

Mobile phone, running on Vodafone, dial 191.