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  • FIRST POST
    • YaoSong
    • By YaoSong 15th Jan 16, 11:26 AM
    • 37Posts
    • 26Thanks
    YaoSong
    Official Vodafone Complaints/Query Thread
    • #1
    • 15th Jan 16, 11:26 AM
    Official Vodafone Complaints/Query Thread 15th Jan 16 at 11:26 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 9:36 AM.
Page 61
    • iproposterous
    • By iproposterous 29th Jan 18, 11:21 AM
    • 29 Posts
    • 7 Thanks
    iproposterous
    WRT135 [#17764460]

    Vodafone are not responding to my requests for communications via email. I have now just sent an online email (via the Vfone website) to the Customer Relations Manager and also to the web team in the hope that I will get a written response.

    I still haven't received any official proposal in writing (email or letter).

    Why don't Vodafone have one support team working on Customer Complaints?
    • GJT2003
    • By GJT2003 31st Jan 18, 3:50 PM
    • 1 Posts
    • 0 Thanks
    GJT2003
    Vodafone unlocking
    I can this can in some way lead to any kind of progress. Been with Vodafone for almost 20 years and generally very happy. However, giving an old iphone 5s to my Mum who has a plusnet sim card. Been trying to get it unlocked by Vodafone since 9 January. 8 phone calls and even more emails, still says locked on iTunes and I can't use the phone at all. Cannot directly contact the 'resolutions' team and they simply reply with automated unhelpfulness. Saw this thread and went down the WRT165 line (#17939421) but they called back whilst I was at work and then emailed me to say the issue was already being dealt with by their team and they would get back to me when they receive an update. I notice this is a similar complaint to others ..... arrrrgggggg
    Charles J
    • iproposterous
    • By iproposterous 1st Feb 18, 3:00 PM
    • 29 Posts
    • 7 Thanks
    iproposterous
    My experiences in trying to get Vfone to send me a returns envelope and put responses in writing (except for the media team) has been the worst experience I've had with any telecoms provider or any online shop selling goods to the public.

    I've had to resort to sending an email to the SEO and even after that I got the same email sent again from the Specialist Car Team.

    You get different people from different groups within Vfone trying to ring you up when you have requested email communication only. None of them have read or understood what your complaint is about and they just churn out the same rubbish over and over again - I suspect they are in some sort of online overseas call centre with its associated language difficulties.

    I have sent the Specialist Care Team a suggested solution to my complaint and if they cannot accept or make an acceptable counter offer then to send me a deadlock (or dropdead letter as I call it) so I can move on with this.

    The fact doesn't seem to register with Vfone that me going to the OSC will cost then significantly more than if the settled with me prior to this. As well, I am guarenteed the return of my monies that I paid because I paid with credit card.

    I have also reported this matter to Ofcom and will update them with the outcome.
    Last edited by iproposterous; 01-02-2018 at 3:01 PM. Reason: typo
    • bethanydenley
    • By bethanydenley 5th Feb 18, 5:19 PM
    • 1 Posts
    • 0 Thanks
    bethanydenley
    Hi Lee/thread.

    Found the social escalation hub after 2 months of back and forth over phone. Reference number is WRT135 [#17992228].
    Hopefully this is what'll get it sorted!
    • iproposterous
    • By iproposterous 5th Feb 18, 6:51 PM
    • 29 Posts
    • 7 Thanks
    iproposterous
    Vodafone try the 'phone' scam all the time. (except for the social media team). I always insist on written communications which even the reps for the CEO are refusing to do.

    They now have a deadline for a written response or deadlock letter. The day after the deadline I will be going to the Ombudsman Services Communications with a complaint.

    This will cost Vodafone significantly more than settling my complaint.
    • aldo79
    • By aldo79 8th Feb 18, 11:58 PM
    • 3 Posts
    • 0 Thanks
    aldo79
    Second account set up without my permission
    I've just posted an(other) enquiry via the social media escalation form and my reference number is: WRT135 [#18023385]

    I'm hoping someone who is capable of reading the detail of my complaint will pick this up as up until now I'm not seeing any evidence that anyone at Vodafone understands why I am angry a second account has been set up in my name and I don't have the security details required to access it and find out why I'm paying for a second number nobody is using.
    • iproposterous
    • By iproposterous 9th Feb 18, 7:50 AM
    • 29 Posts
    • 7 Thanks
    iproposterous
    I've just posted an(other) enquiry via the social media escalation form and my reference number is: WRT135 [#18023385]

    I'm hoping someone who is capable of reading the detail of my complaint will pick this up as up until now I'm not seeing any evidence that anyone at Vodafone understands why I am angry a second account has been set up in my name and I don't have the security details required to access it and find out why I'm paying for a second number nobody is using.
    Originally posted by aldo79
    I exhausted the social media route and went direct the the CEO's office. Its proved NOT to be any more successful in resolving my complaint and it looks like this will have to go to the OSC for resolution.

    If you cant find the CEO's email address on the web, PM me and I'll give it to you.
    Last edited by iproposterous; 09-02-2018 at 7:51 AM. Reason: typo
  • Vodafone
    Hi iproposterous,

    It's a shame to hear that you remain unhappy.

    If a resolution hasn't been reached since you last posted on 9 February, I'd recommend replying to the last email you received from our Customer Relations team.

    GJT2003, I've checked your email reference number and can see that one of my colleagues is due to get back to you with an update as soon as possible.

    bethanydenley, if you need any further help with your account, please let me know.

    aldo79, I've checked your email reference number and can see that an update was provided yesterday.

    Kind regards,

    Lee

    Vodafone Social Media
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • iproposterous
    • By iproposterous 11th Feb 18, 7:58 PM
    • 29 Posts
    • 7 Thanks
    iproposterous
    It's a shame to hear that you remain unhappy.

    If a resolution hasn't been reached since you last posted on 9 February, I'd recommend replying to the last email you received from our Customer Relations team.
    I am not unhappy, I will just sit back and wait until Vodafone responds to my proposal for a resolution to this matter. Vodafone keeps wanting to discuss things over the telephone and I keep telling them there is nothing to discuss until the respond in writing to my settlement proposal. They have my full postal address on my account - is everyone at Vfone incapable of writing a letter ???

    I have now had about 20 people trying to deal with this matter why cant you stick to the one in the Directors Office who was dealing with it up until last week?

    Your media team made me an offer in an email and nobody would put it in writing on an offical headed letter or email - thats why we are at this point now - I'm at the CEO level now and they can't bring themselves to put anything on paper or email.
    Last edited by iproposterous; 11-02-2018 at 8:00 PM. Reason: added
    • aldo79
    • By aldo79 16th Feb 18, 12:40 PM
    • 3 Posts
    • 0 Thanks
    aldo79
    Progress but still not resolved..
    After another week of tedious back and forth along with the occasional gripe on Twitter to help speed things along I've now had agreement from Vodafone that they will get me back down to 1 account and refund the additional money I've been charged that I hadn't agreed to (although it's still apparently my fault that I didn't specifically ask for my old contract to be cancelled when I upgraded and asked to be transferred to the new account..).

    I received an email from one customer service agent stating that I would be offline for between 2-12 hours while the correct number was applied to my SIM card followed by another where the estimated time offline was 48 hours. We are now well past that commitment and I'm still offline and getting no response to my follow up email.

    If anyone at Vodafone is actually bothering to follow up, I would appreciate a response. My reference number(s) are:
    WRT165 [#17974982]
    WRT135 [#18023385]
  • Vodafone
    Hi aldo79,

    I can confirm that we've got your latest email under WRT165 [#17974982] and we'll get back to you as soon as possible.

    Kind regards,

    Lee

    Vodafone Social Media
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • such a dommy
    • By such a dommy 18th Feb 18, 4:34 PM
    • 14 Posts
    • 2 Thanks
    such a dommy
    Hi,

    Posting in here after initially posting on the forum under a new post WRT135 [#18087516].

    After reading a few of the latests posts I have noticed someone else was in the same position as me, waiting for a returns bag to be sent out.

    I would also like the mention i have spoke to a majority of UK based staff and I am not sure they are the right fit for CS. A few of the team in the Rotherham retentions lacked some professionalism (I am not saying they need a degree to work in a call centre). One chap said he'd give me a call back in the Monday PM as hes a bit "wasted" after the weekend sess.

    But a Bella in the Egypt call centre was great. Maybe the offshore staff are fearful of their jobs?

    But back to the original post; being a customer for around 15 years I think this has been the worst experience from Vodafone.
    • fatbelly
    • By fatbelly 22nd Feb 18, 1:25 PM
    • 12,258 Posts
    • 9,287 Thanks
    fatbelly
    If Lee is around, can he have a look at this thread

    http://forums.moneysavingexpert.com/showthread.php?p=73920010#post73920010
  • Vodafone
    Hi such a dommy,

    I've checked your email reference and can see that one of my colleagues replied a few days ago.

    If Lee is around, can he have a look at this thread

    http://forums.moneysavingexpert.com/showthread.php?p=73920010#post73920010
    Originally posted by fatbelly
    Thanks for flagging this fatbelly, I've just replied to the OP.

    Kind regards,

    Lee

    Vodafone Social Media
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • such a dommy
    • By such a dommy 23rd Feb 18, 12:17 PM
    • 14 Posts
    • 2 Thanks
    such a dommy
    Hi Lee,

    Yes Alfred called me, did not get anywhere but gave me a number and I spoke with Alex who gave me my PAC and told me to return the phone to a store.

    A day later I get an email telling me a returns envelope is in the post which arrives a day later (yesterday) Which was exactly 1 month from when i requested the bag.

    It was delivered back today and i called to confirm this. After speaking with Margaret from the same dept as Alex was in i was initially told the deadlock letter has been sent!?!?!

    After telling her to check the notes again and telling her i have returned the handset (something not logged on your systems) she has refunded me this months bill.

    Lets hope Three are better...
    • Greenhippo
    • By Greenhippo 24th Feb 18, 11:24 PM
    • 1 Posts
    • 0 Thanks
    Greenhippo
    Hi Lee/ thread.

    Could you check you have received my email please? WRT135 [#18138277]

    Upgraded via retentions on Wednesday, however confirmed deal is a lot more than what I agreed... Don't seem to be getting anywhere with normal complaints team. I have the chat transcript of the deal I agreed with retentions

    Thanks
    Ian
    • iproposterous
    • By iproposterous 25th Feb 18, 7:42 AM
    • 29 Posts
    • 7 Thanks
    iproposterous
    Don't seem to be getting anywhere with normal complaints team. I have the chat transcript of the deal I agreed with retentions
    Why am I not surprised. Looks like I will be going the full eight weeks before I get a deadlock letter. It wont be long after that when I dump Vodafone altogether. Customer loyality is not something that they consider at all.
    • LandofPlenty
    • By LandofPlenty 26th Feb 18, 3:31 PM
    • 4 Posts
    • 1 Thanks
    LandofPlenty
    Sorry for jumping on this thread, I'm seeking someone to take a hold of a continued data protection breach which, in attempting to rectify, Vodafone are continuing to breach - in a nutshell.

    Promised phone calls aren't returned, emails and letters aren't acknowledged, Twitter etc - Vodafone systems are not updated. I really am getting very very tired and fed up now. Any help the official Vodafone rep can give would be very very helpful.
    • mobilejunkie
    • By mobilejunkie 26th Feb 18, 5:15 PM
    • 7,723 Posts
    • 2,487 Thanks
    mobilejunkie
    They can't unless you contact them as instructed repeatedly on here.
    • iproposterous
    • By iproposterous 26th Feb 18, 6:24 PM
    • 29 Posts
    • 7 Thanks
    iproposterous
    Sorry for jumping on this thread, I'm seeking someone to take a hold of a continued data protection breach which, in attempting to rectify, Vodafone are continuing to breach - in a nutshell.
    Have you spoken to the Information Commissioners Office? That might be a better option than someone who doesn't know about Data Protection
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