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  • FIRST POST
    • YaoSong
    • By YaoSong 15th Jan 16, 10:26 AM
    • 37Posts
    • 26Thanks
    YaoSong
    Official Vodafone Complaints/Query Thread
    • #1
    • 15th Jan 16, 10:26 AM
    Official Vodafone Complaints/Query Thread 15th Jan 16 at 10:26 AM
    Hi everyone,

    With the number of Vodafone topics and posts within specific threads (Vodafone complaints) we are providing the standard process for submitting feedback, questions, and complaints to the Vodafone WRT (Web Forum Team). After that there are some additional routes you can take to escalate and progress your case. We do not guarantee you will get your required outcome but from experience the below advice has been very productive for many users and Vodafone customers on this forum.

    - To submit a question or complaint please use the 'Contact Us' form - http://www.vodafone.co.uk/contact-form/index.htm

    - To access the form you'll need to enter the code WRT135.

    - As well as stating your query in the question box, please also quote "MSE Forum".

    Once sent, you'll receive an automated reply with a reference number. You can post it on the forum and someone such as Lee (Vodafone) will check it has been received. It can take at least 2 - 5 days for a response from Vodafone.

    Escalation

    Alternative options to this are using the experience and knowledge of those on the forum, but more often than not the above WRT process will be the most appropriate and constructive approach. However, there are some methods which can be employed for escalation if you have tried the above and feel your engagement is reaching a deadlock scenario:

    1. Contacting Ofcom - http://www.ofcom.org.uk/about/what-is-ofcom/contact-us/
    Register your complaint with Ofcom so as a regulator they can record complaints against Vodafone (and others). This will also provide you with a reference to let Vodafone know you have informed them.

    2. Contacting the Ombudsman - http://www.ombudsman-services.org/what-are-you-complaining-about-os.html
    This is an arbitration service for handling disputes and they will investigate your complaint with the objective of reaching an amicable resolution between you and Vodafone.

    As a rule of thumb and for most cases, these will only be available to those who have been in contact with Vodafone for approximately 8 weeks although if you are getting no response to constructive communication and/or conversations have reached deadlock you can start these proceedings early.

    The importance of EVIDENCE

    • Log every conversation you have with summaries, names of the agents, and dates and times
    • Record your conversations where possible
      • The resolver app can do this, but other smartphone apps can also be utilised
      • If you decide to record the conversation you must notify the agent at the start of the call
    • Request a summarising email from the agent at the end of your call
    • It may be difficult, but try to remain calm and clear, i.e. firm, about the scenario. The agent is human and deals with many unhappy users so putting their back up will not help your case
    • Agree at least one action at the end of the call. This can be the summarising email, a response within an agreed period. This will provide timescales and constructive progress for your case.

    If you reach escalation with one of the telecom monitoring bodies then all the above evidence and logs will not only save you time, but avoid any doubt or missed key events during your engagement with Vodafone.

    I hope this helps.

    Thanks,

    Yao
    Last edited by YaoSong; 20-01-2016 at 8:36 AM.
Page 4
    • Gaz82
    • By Gaz82 30th Jan 16, 6:05 PM
    • 9 Posts
    • 0 Thanks
    Gaz82

    Dear *************

    Your complaint about Vodafone.

    I have tried to contact you to discuss your complaint but the number we have for you is not currently in service. In order to progress your complaint I have investigated the issues you raised in your complaint form.

    I have considered the information provided by both parties. This includes your complaint form and any supporting documents. Vodafone has provided a file, which includes its review of your complaint.

    Your complaint with Vodafone relates to a debt that accrued on your Vodafone account, your agreement to repay the debt and the assurance that it would not suspend your account while the agreement was in place.

    You explain that you made an agreement with the company to clear a balance on the account and that Vodafone assured you it would not restrict your service during this time.

    Vodafone says that this issue started on December 2014 when your direct debit instruction was cancelled. It’s clear from log notes made at this time that Vodafone did agree a three month repayment plan with you, with no restriction to your service. Your bill at this time was 86.35 and while you did make regular payments of 54.05 between January and March 2015, in March 2015 the balance on your account had accrued to 343.23.

    You continued to make regular payments to Vodafone, but the payments were not sufficient to cover both your arrears and your ongoing costs. I also note that you do not appear to have contacted Vodafone to discuss an ongoing payment plan and on 8 September 2015, the company applied a billing restriction to your service. As you owed it 462.17, I consider this was a reasonable course of action for it to have taken.

    When you called Vodafone on 17 September 2015, it offered you a further repayment plan but it seems the call ended before you came to an agreement. You did contact the company again and it explained it could not offer an extended repayment plan without restriction of service. However, on 10 October 2015 the company agreed to reinstate your service. I am of the view it should not have done this, given the outstanding balance.

    Vodafone then told you that it had not been allocating your payments to the account, later explaining that your payments had not been covering your bills. Having reviewed the evidence provided, I am satisfied that this was the case. Vodafone then offered you a further six month repayment plan with a suspended service and the company has implemented that offer. Vodafone confirms the payment plan is in place until May 2016.

    You are unsure that the company has allocated all your payments to the account and Vodafone has agreed to send you an account summary, detailing all bill amounts and payments received. You can then check this against the payments you have made.

    You are also concerned that you cannot access your online account. The company says that you are registered for its online service and that your username is ******************. If you cannot remember your password, you can reset it at ******************

    You have requested a goodwill award to recognise the time and trouble this matter has caused you. Vodafone has offered a financial award of 40 and I am of the view that this is fair and reasonable. Vodafone has attempted to resolve your concerns with you, offering you extended repayment plans. You say that Vodafone did not contact you to make you aware of the balance on your account and I agree this is the case. However, there is also the expectation that you will ensure that you make sufficient payments to cover your usage. Vodafone did produce bills on a regular basis and I have not identified any evidence that suggests you contacted the company to advise of problems accessing your online account until October 2015.

    Following the investigation, my decision is that Vodafone should:

    send an account summary, detailing bill amounts and payments made;

    send a written apology for any customer service shortfalls experienced; and

    make a financial award of 40 by direct credit to the Vodafone account.

    What to do next

    If you accept my decision in full and final settlement of your dispute, please contact me using the details below.

    If you do not accept my decision, then you can contact me, or email me at *********************, but must be able to:

    • show that there is a significant error in the facts which makes a material difference; or
    • produce significant new evidence which may make a material difference, along with an explanation of why that information was not previously made available.


    You must confirm your response by 20 January 2016.
    • Gaz82
    • By Gaz82 30th Jan 16, 6:13 PM
    • 9 Posts
    • 0 Thanks
    Gaz82
    I have disputed the above decision however was unsuccessful therefore the deciswion still remains and I have two weeks ( next Friday) to either accept or decline the offer.
    • diamonds
    • By diamonds 30th Jan 16, 6:22 PM
    • 5,981 Posts
    • 1,601 Thanks
    diamonds
    I have disputed the above decision however was unsuccessful therefore the deciswion still remains and I have two weeks ( next Friday) to either accept or decline the offer.
    Originally posted by Gaz82
    Are you spending outside your allowances, what from your bills is running the cost up?
    SO... now England its the Scots turn to say dont leave the UK, stay in Europe with us in the UK, dont let the tories fool you like they did us with empty lies... You will be leaving the UK aswell as Europe
    • forgotmyname
    • By forgotmyname 30th Jan 16, 11:33 PM
    • 29,442 Posts
    • 12,097 Thanks
    forgotmyname
    I always uncheck everything. She has had the number for at least 6 years and never ever had a call for me on that phone.

    They always call my phone because its the one i setup the account with initially.

    Even when upgrades are due they call my number.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • jogreendog
    • By jogreendog 1st Feb 16, 8:14 PM
    • 1 Posts
    • 0 Thanks
    jogreendog
    Interested to know if anyone has signed up for the MMS Vodafone Sim only deal (60 Amazon voucher and entertainment pkg); I've just applied and been told that my credit check reveals I can't afford it. This puzzles me as my current tariff is more about double; that aside - I can afford the 19.80 and I'm wondering how genuine the offer is.
    • Cloudane
    • By Cloudane 1st Feb 16, 8:54 PM
    • 507 Posts
    • 356 Thanks
    Cloudane
    Trying my best to return a handset I bought 11 days ago, per the 14 day return policy (which as far as I understand it is a statutory right if bought online anyway, but is a stated policy too). As I bought it online, I know from the policy that it can't be taken back to the shop and has to be done via a call to the call centre. It's proving very difficult!

    1) I bought it without a SIM ("keep my own SIM") and am not actually on Vodafone at the moment (if I'd had a decent experience, this might have changed) and wanted to try it without so first of all, when phoning you can't get past the menu system without a Vodafone number to key in. I had to get a PAYG chip just to have a Voda number to be able to speak to someone.

    2) After a long long wait in a queue followed by the usual accent barriers we did eventually establish that I want to return the phone, I was told "we normally send out a posting bag, but this time we send someone round, they will be there to collect it Monday" and before I could really ask any more she was signing off the call. I didn't hold out much hope.
    Sure enough, Monday came, no one turned up.

    3) Phoned again today, total call time 40 minutes, to go through the whole motions again. Once again I'm told someone will collect it (I'm not sure who this mystery someone is or who lost the posting bags) by Wednesday. I don't hold out much hope for that either!

    If it's not collected by Wednesday evening I'll just have to take the hit to my wallet and sell it to CEX as then my 14 day period will be up (cunning, Vodafone!), though it wouldn't really put Voda in a positive place in my mind.
    • mobilejunkie
    • By mobilejunkie 2nd Feb 16, 7:19 AM
    • 8,210 Posts
    • 2,827 Thanks
    mobilejunkie
    Send a Letter Before Action demanding they either collect the phone as agreed THIS time without fail or repay you. State that if they fail to do one or the other of those things you will issue proceedings to recover your money after 7 days from the date of the letter.

    Did you ever really believe a blatant lie (normal operating proceedure for Vodafone) that "someone" would actually be sent round to collect your phone? Having been let down once, don't wait to send the LBA so it's within the 14 days - and refer to the fact that you have cancelled within this period and waited in for the non-existent "someone" once already.
    • Cloudane
    • By Cloudane 2nd Feb 16, 9:23 AM
    • 507 Posts
    • 356 Thanks
    Cloudane
    My 14 days is up tomorrow so I'm probably SOL.. fortunately it wasn't an expensive phone but fair to say if this "someone" doesn't turn up I won't be dealing with Vodafone again. Nor will the company I work for (I work in IT and share the decision on mobile contracts)
    • mobilejunkie
    • By mobilejunkie 2nd Feb 16, 11:19 AM
    • 8,210 Posts
    • 2,827 Thanks
    mobilejunkie
    It doesn't matter if the 14 days is up tomorrow. You told them well before that you wanted to return the product.
    • diamonds
    • By diamonds 2nd Feb 16, 12:02 PM
    • 5,981 Posts
    • 1,601 Thanks
    diamonds
    It doesn't matter if the 14 days is up tomorrow. You told them well before that you wanted to return the product.
    Originally posted by mobilejunkie
    Correct, it is from notification not collection/returns bag receipt.
    SO... now England its the Scots turn to say dont leave the UK, stay in Europe with us in the UK, dont let the tories fool you like they did us with empty lies... You will be leaving the UK aswell as Europe
    • daydotz
    • By daydotz 3rd Feb 16, 9:40 AM
    • 28 Posts
    • 15 Thanks
    daydotz
    Trying my best to return a handset I bought 11 days ago, per the 14 day return policy (which as far as I understand it is a statutory right if bought online anyway, but is a stated policy too). As I bought it online, I know from the policy that it can't be taken back to the shop and has to be done via a call to the call centre. It's proving very difficult!

    1) I bought it without a SIM ("keep my own SIM") and am not actually on Vodafone at the moment (if I'd had a decent experience, this might have changed) and wanted to try it without so first of all, when phoning you can't get past the menu system without a Vodafone number to key in. I had to get a PAYG chip just to have a Voda number to be able to speak to someone.

    2) After a long long wait in a queue followed by the usual accent barriers we did eventually establish that I want to return the phone, I was told "we normally send out a posting bag, but this time we send someone round, they will be there to collect it Monday" and before I could really ask any more she was signing off the call. I didn't hold out much hope.
    Sure enough, Monday came, no one turned up.

    3) Phoned again today, total call time 40 minutes, to go through the whole motions again. Once again I'm told someone will collect it (I'm not sure who this mystery someone is or who lost the posting bags) by Wednesday. I don't hold out much hope for that either!

    If it's not collected by Wednesday evening I'll just have to take the hit to my wallet and sell it to CEX as then my 14 day period will be up (cunning, Vodafone!), though it wouldn't really put Voda in a positive place in my mind.
    Originally posted by Cloudane


    Funny that's the situation I'm in currently in although I've also been though the complaints(via MSE) & they were also arranging for it to be collected
    Last edited by daydotz; 03-02-2016 at 10:28 AM.
    • dolphin19
    • By dolphin19 3rd Feb 16, 6:24 PM
    • 1,055 Posts
    • 1,557 Thanks
    dolphin19
    Well it looks like I spoke too soon; I had a letter from Vodafone today - this is what it said (the grammatical errors are theirs, not mine!)

    "Thank you for contacting Vodafone Customer Services in regards to Early Termination Fee

    I apologies for the inconvenience caused, in regards to your letter, I have checked the account and confirm it has already been dealt with our team of customer relations.

    As per notes on 26/12/2015, the contract term for the number xxxxxxxxxxx is from 27/6/2014 to 26/6/2016. If you wish to transfer the number before the contract end date then an Early Termination Fee (ETF) will be applicable to your Account. The ETF is 234.16 (ETF amount after 30 days' notice period) as of today.

    This amount is nothing but the line rental till the contract end date and is calculated on a pro rate basis. This amount will reduce on a daily basis.

    As contract was taken from Carphone Warehouse, hence they should have been provided the contract term details while taken the contract, which has the contract end date. If there is any dispute with the contract end date, you can write back with the copy of contract.

    We would not be able to waive off the cancellation charges, the early termination fee applied in your next bill if found correct (due to system error), you can pay the amount of 234.16 and write back for the same, we would remove the incorrect charges.

    Please write back to us in case if you have any further queries"


    So basically they have agreed that the 460 charge was a system error and it should really be 234.16 but it seems like they are holding the Carphone Warehouse responsible for not telling me the contract had not ended and also me for not knowing - however, the Carphone Warehouse asked me if my contract was at an end and I said I didn't know.

    When speaking to Vodafone I was not told that there would be a termination fee and given the PAC code - there's no way I would have agreed to pay it - is it my responsibility to know that the contract had not ended though?

    I think my next step is to go back to the Carphone Warehouse or should I go directly to the Ombudsman?

    Some of the letter is nonsensical - it really doesn't inspire confidence in the company does it.......
    • Cloudane
    • By Cloudane 5th Feb 16, 11:12 AM
    • 507 Posts
    • 356 Thanks
    Cloudane
    The "someone" was DPD and they did eventually send a text message and pick it up. Just a bit of shaky communication on Voda's part IMO.
    • daydotz
    • By daydotz 5th Feb 16, 3:51 PM
    • 28 Posts
    • 15 Thanks
    daydotz
    The "someone" was DPD and they did eventually send a text message and pick it up. Just a bit of shaky communication on Voda's part IMO.
    Originally posted by Cloudane
    That's good news i was told it would be DPD ive not heard anything still i sold mine in the end
    • 56cheffy
    • By 56cheffy 5th Feb 16, 9:45 PM
    • 464 Posts
    • 142 Thanks
    56cheffy
    Vodafone Hassling me
    Briefly!

    My 2 year contract ended on Dec 23rd so I chatted on 23rd Nov (1 months notice required) via online chat and arranged for a new contract at a reduced rate to start on Dec 23rd.

    I agreed to terms and conditions which stated that if the new contract was cancelled I would be liable for the remaining months.

    On 23rd Dec I had no signal on my mobile I called to find out the problem and spent 90 minutes on the phone.

    I was told that I was now on PAYG, I explained the situation (I also had kept chat log from 23rd Nov) that I was on a new contract, after 90 minutes, incredibly nothing was resolved.

    On morning of 24th I chatted online as I still had no signal, I was told that the 'servers were being upgraded' and to call back in 2 hours.

    I chatted again 6 hours later at 3 pm in the afternoon and was told 'servers still being upgraded and that I should call back again at 8:00am on Christmas Day!

    By now I had been without my phone for 36 hours.

    I asked for the PAC code to migrate my phone to O2 and was subsequently transferred to 5 other people and finally told they couldn't do anything 'because the servers were being upgraded'!

    I was told to call 191 but I couldn't as I had no signal and didn't fancy another hour on the phone.

    I eventually got the code 2 days after Christmas.

    But now Vodafone are billing me for the remaining months of the contract.

    My argument is that Vodafone failed to fulfil the terms of the contract that I had agreed to by disconnecting my phone for at least 4 days.

    How should I proceed with this.

    Thanks
    This post was created in an area that may contain nuts!
    • forgotmyname
    • By forgotmyname 6th Feb 16, 2:09 AM
    • 29,442 Posts
    • 12,097 Thanks
    forgotmyname
    Usually when i have phoned to renew a contract its applied there and then, never known them defer an upgrade date. Was the contract up in december or was that the upgrade date?

    What are they charging you for? How much? How many months?
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • 56cheffy
    • By 56cheffy 6th Feb 16, 7:08 AM
    • 464 Posts
    • 142 Thanks
    56cheffy
    Usually when i have phoned to renew a contract its applied there and then, never known them defer an upgrade date. Was the contract up in december or was that the upgrade date?

    What are they charging you for? How much? How many months?
    Originally posted by forgotmyname
    The contract was up on 23rd Dec, the contract I was on requested one months notice so I contacted them on 23rd Nov to cancel.

    When I 'chatted' online on 23rd Nov I was originally going to cancel and change to O2 anyway as I don't use anywhere near the quota per month even though it's their lowest and cheapest with Vodafone.

    But Vodafone offered me 4 months FREE and a lower tarif than the one I was going to go with on O2.

    They are now asking me for around 58 for the remaining 8 months of the contract!

    IMHO they failed to fulfil their part of the contract by leaving me without a service for 4 days over Christmas.

    Had they provided a service, there would not have been a problem, they provide a service, I would have paid for it...no problems.

    The problem was entirely of their own making.

    IF I wanted to 'escalate' this and take it higher what should I do?

    Whose contact details should I request?

    Thanks for your response forgotmyname

    When I originally called on Dec 23rd to ask why I had no service I was told that my contract had been cancelled (by me) and that I had requested to go PAYG!
    Last edited by 56cheffy; 06-02-2016 at 7:15 AM.
    This post was created in an area that may contain nuts!
    • forgotmyname
    • By forgotmyname 6th Feb 16, 7:23 AM
    • 29,442 Posts
    • 12,097 Thanks
    forgotmyname
    I know its easy to get annoyed and just cancel and go elsewhere or refuse to pay, but they will just mark your credit file as missed or non payment which can have serious issues for the next 6 years.

    You needed to push them and make a formal complaint about lack of network. Seems like you agreed a new contract so the money maybe owed.

    You need to make a formal complaint in writing.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • 56cheffy
    • By 56cheffy 6th Feb 16, 7:34 AM
    • 464 Posts
    • 142 Thanks
    56cheffy
    I know its easy to get annoyed and just cancel and go elsewhere or refuse to pay, but they will just mark your credit file as missed or non payment which can have serious issues for the next 6 years.

    You needed to push them and make a formal complaint about lack of network. Seems like you agreed a new contract so the money maybe owed.

    You need to make a formal complaint in writing.
    Originally posted by forgotmyname
    Correct I did agree a contract, but I was more than willing to fulfil my part of it ie pay my bill each month as I have done for the past 2 years, but they did not fulfil their part from the outset, it should have been a seamless transfer from one contract to the other.
    It wasn't a case of 'lack of network, they disconnected me from it!

    The people I chatted to were worse than useless.

    BUT if it means problems for the next 6 years I guess I will end up being bullied into paying!
    This post was created in an area that may contain nuts!
    • forgotmyname
    • By forgotmyname 6th Feb 16, 8:08 AM
    • 29,442 Posts
    • 12,097 Thanks
    forgotmyname
    Yeah, pay it and make a formal complaint to get the contract cancelled and refunded. or continue with the contract.

    From all the threads on here i was expecting to phone them yesterday and have issues getting my PAC. But the guy asked if he could try and match the deal i was moving to but couldnt and gave me the PAC there and then. Said it would be emailed also but that has not arrived yet.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
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