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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 64
  • Vodafone
    Hi Williacg,

    It's disappointing to hear about your experience.

    I've just checked your reference number and can see we last replied to you yesterday.

    If you need any further help, please let me know.

    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"
    • williacg
    • By williacg 23rd Jun 18, 10:30 AM
    • 668 Posts
    • 718 Thanks
    williacg
    Hi Williacg,

    It's disappointing to hear about your experience.

    I've just checked your reference number and can see we last replied to you yesterday.

    If you need any further help, please let me know.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    Although an Advisor did respond to my complaint, they clearly had not taken the time to actually read the details, as having clearly explained that I had returned the phone to my local store, the first Advisor informed me that in order to access my account he had sent a 4 digit pin number to the phone that I had already returned, and that I would need to confirm the number.

    The second Advisor informed me that I would need to call the team to verify my account, however, the name she provided was the exact same number that I had called on the 11th and 12th of June, and on each occassion was adviseed that a manager would be calling back, which they have never done, despite me making a total of 9 telephone calls to the number in one day.

    I have therefore requested a Deadlock letter.
  • Vodafone
    Hi williacg,

    I'm sorry to hear that a resolution hasn't been reached yet.

    As you've now requested a deadlock letter, your complaint will be referred for a final review.

    Once this has been completed, our Customer Relations team will contact you to confirm the outcome.

    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"
    • williacg
    • By williacg 25th Jun 18, 6:45 PM
    • 668 Posts
    • 718 Thanks
    williacg
    Hello Lee,

    Could you please check that my request for a Deadlock Letter has been processed, as based on past experience I am somewhat sceptical that this been done.

    Thank you
  • Vodafone
    Hi williacg,

    So this can be checked for you, please reply to the last email you received from us.

    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"
    • loughlini
    • By loughlini 29th Jun 18, 12:44 PM
    • 36 Posts
    • 17 Thanks
    loughlini
    Official Vodafone escalation adress
    Hi, Just a quickie. Can you please confirm if this email address DirectorSupport@help.Vodafone.co.uk is a valid escalation address?
    I was recommended by the Vodafone Customer Relations Dept to escalate an enquiry to that address but I've had no response. I would have expected, if nothing else, a simple "thanks for your email" type of response.
    • williacg
    • By williacg 30th Jun 18, 8:28 AM
    • 668 Posts
    • 718 Thanks
    williacg
    Hi williacg,

    So this can be checked for you, please reply to the last email you received from us.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    I have replied to the last email, however, despite forwarding all of the verification details they requested, I have since received a response stating that as they were unable to verify my details by email, that I should call the same number that I have been ringing for weeks, and each time I do so, I am informed that a Manager will call me back.

    It is unacceptable that I am repeatedly told to keep calling the same number only to receive the same response, which has proven to be quite expensive, and I will certainly be printing off a copy of my telephone bill, highlighting all of the calls and duration to the Ombudsman.

    Thank you for help, but I think we have reached the end of the road.

    Regards
    Williacg
  • Vodafone
    Hi, Just a quickie. Can you please confirm if this email address DirectorSupport@help.Vodafone.co.uk is a valid escalation address?
    I was recommended by the Vodafone Customer Relations Dept to escalate an enquiry to that address but I've had no response. I would have expected, if nothing else, a simple "thanks for your email" type of response.
    Originally posted by loughlini
    Hi loughlini,

    When our Customer Relations team reply to an email, it'll come via the email address you've quoted.

    So we can find out what's happened to the email you've sent, please contact us via the form here.

    To access the form you'll need to enter the code EFT195.

    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. Post it on here and I'll check that it's been received.

    I have replied to the last email, however, despite forwarding all of the verification details they requested, I have since received a response stating that as they were unable to verify my details by email, that I should call the same number that I have been ringing for weeks, and each time I do so, I am informed that a Manager will call me back.

    It is unacceptable that I am repeatedly told to keep calling the same number only to receive the same response, which has proven to be quite expensive, and I will certainly be printing off a copy of my telephone bill, highlighting all of the calls and duration to the Ombudsman.

    Thank you for help, but I think we have reached the end of the road.

    Regards
    Williacg
    Originally posted by williacg
    Hi Williacg,

    I'm sorry to hear that your concerns remain unresolved.

    If you've been provided with a contact number for out Customer Relations team, I'd recommend contacting them to discuss the status of your complaint.

    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"
    • Fraz30
    • By Fraz30 3rd Jul 18, 11:48 PM
    • 1 Posts
    • 0 Thanks
    Fraz30
    I was in dispute with Vodafone over my bills for some months . After the situation was resolved I closed my account & moved to another company .

    In the meantime over the course of approx 12 calls I spent many "HOURS" on the phone to their customer services team trying to resolve my complaint . During this time I made a payment to account of 150 to keep the account up to date, minus the disputed sum.

    After my final phone call I had at last received approx 130 in credits to my account. I informed customer services that I would move my account & they would arrange a credit to my account. After closing my account I received a final invoice showing a credit balance of 16.

    A couple of months later I checked on my credit file & had an outstanding sum of 158 & my account was marked as delinquent & no payments as having been made throughout the time of my dispute.

    I contacted customer services who effectively told me I should have paid whatever sum of money Vodafone felt like billing me if I wanted to keep my credit rating intact & that they would not do anything to correct it.

    I now have a credit file showing 5 months late payments & a delinquent account!!!!!!

    Any suggestions would be gratefully received.
    • mobilejunkie
    • By mobilejunkie 4th Jul 18, 7:50 AM
    • 7,899 Posts
    • 2,606 Thanks
    mobilejunkie
    Yes. Never stop paying bills and pursue things separately. Your credit file will stay wrecked for 6 years unless you can resolve it with the WRT team as constantly instructed on here.
  • Vodafone
    Hi Fraz30,

    I understand your concerns regarding the information on your credit report.

    So we can access your account to see what's happened, please contact us via the form here.

    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. Post it on here and I'll check it's been received.

    Thanks,

    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"
    • mobilejunkie
    • By mobilejunkie 6th Jul 18, 6:55 PM
    • 7,899 Posts
    • 2,606 Thanks
    mobilejunkie
    Not sure why debt collectors are "scum". If someone owed me money and I appointed them they would simply doing their job and getting what I was owed for me.

    It took you an awfully long time to "realise" that you'd have to pay the debt. What did you think Vodafone would do when you refused to pay the 60??

    If you were looking for advice you should have sought it then, in which case you would have caughed up and fought afterwards to get it back. You seem to miss one key resulting point also (though sounds like it wouldn't matter to you, even though it should); your credit files will new be completely wrecked for the next 6 years.

    The only thing you can do is follow the instructions on here - which plainly you haven't done.

    It seems the post has been deleted and dcas have been promoted to "complete vermin".
    Last edited by mobilejunkie; 07-07-2018 at 11:58 AM.
    • Jcjcjc333
    • By Jcjcjc333 7th Jul 18, 11:27 AM
    • 7 Posts
    • 0 Thanks
    Jcjcjc333
    Vodafone claiming I owe them 1500 for unpaid amount + early termination fee.

    Tried to resolve with them but told me they sold my debt to some dca..

    The address they have for me is no longer current as im living abroad, so I figured im just gonna brush it under the carpet and ignore them completely. No skin off my nose.

    I dont care for my credit score so whats the worst that can happen? I know that dcas are complete vermin and no attempt to negotiate with them should ever be made or you will end up regretting it.

    If they do issue court papers and im on the other side of the world, whats likely to happen?
    • mobilejunkie
    • By mobilejunkie 7th Jul 18, 12:56 PM
    • 7,899 Posts
    • 2,606 Thanks
    mobilejunkie
    I have already suggested about the only course of action to you which may have some success, but that was a waste of time. More generally, don't get yourself into debt in the first place and don't blame the people who you owe money to for your own stupidity. Treat people with respect and allow them to do their jobs - even if it involves collecting money from you which you have reneged on.

    As for your particular situation, the only advice (since you ignored the part relevant to you) would be for the debt collectors. Trash your credit records (already done) and wait for the chance to sue should you ever reappear in the UK any time in the next years years!

    (Text removed by MSE Forum Team)
    Last edited by MSE ForumTeam3; 07-07-2018 at 1:12 PM. Reason: Quoting deleted post
    • pmduk
    • By pmduk 7th Jul 18, 1:42 PM
    • 9,389 Posts
    • 7,048 Thanks
    pmduk

    My debt is a result of a contract which was missold to me under false pretences and promises by an evil corporation.
    Originally posted by Jcjcjc333
    Yet you happily used the services?
    • Jcjcjc333
    • By Jcjcjc333 7th Jul 18, 1:53 PM
    • 7 Posts
    • 0 Thanks
    Jcjcjc333
    Nope. I barely used the services as I was repeatedly informed that I could use them abroad indefinitely.

    (Text removed by MSE Forum Team)
    Last edited by MSE ForumTeam3; 17-07-2018 at 10:51 AM.
    • mobilejunkie
    • By mobilejunkie 7th Jul 18, 2:02 PM
    • 7,899 Posts
    • 2,606 Thanks
    mobilejunkie
    I'm not the one in debt for 1,500. I also have a pristine credit rating I will ensure I keep. The definition of a fool is "silly person, simpleton, person who thinks unwise, trifle, blunder". I would use another definiton relevant for you as well - steal ("secretly carry off or appropriate (another person's) propety"; except that you obviously don't understand how a mobile contract works since the phone was your property from day 1.
    Last edited by MSE ForumTeam5; 07-07-2018 at 6:56 PM. Reason: Quoting edited post
    • williacg
    • By williacg 15th Jul 18, 8:06 AM
    • 668 Posts
    • 718 Thanks
    williacg
    Hi loughlini,

    When our Customer Relations team reply to an email, it'll come via the email address you've quoted.

    So we can find out what's happened to the email you've sent, please contact us via the form here.

    To access the form you'll need to enter the code EFT195.

    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. Post it on here and I'll check that it's been received.



    Hi Williacg,

    I'm sorry to hear that your concerns remain unresolved.

    If you've been provided with a contact number for out Customer Relations team, I'd recommend contacting them to discuss the status of your complaint.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    Thank you Lee for your response, however, my case is now being dealt with by Ombudsman Services.

    I would however be grateful if you could advise the appropriate team at Vodafone to re-check their data, as my neighbour knocked on my door last night to deliver a letter they had received from Vodafone, which was addressed to me but with the wrong address on it.

    Regards
    Williacg
    • Hodge4ever
    • By Hodge4ever 16th Jul 18, 6:44 PM
    • 343 Posts
    • 5,837 Thanks
    Hodge4ever
    I had a pay monthly rolling 30 day contract with a new phone. I never used the SIM and gave 30 days notice and cancelled the same day I received it. I paid for the first month as per the T&Cs (30 day notice period)

    Nearly two months later I received a letter saying that I was a month late and would risk termination of contract. I spoke to someone at Vodafone who checked the original notes and in their words "But due to some technical issue the account did not disconnected. So I am removing all the charges after the 9th June and disconnecting the account immediately. "

    Today I receive a letter from a debt collection agency demanding the outstanding monthly payment that I don't owe! It is only a small amount so I have paid it so it does not affect my credit file, however I want to ensure that;
    1. The contract is cancelled and I will receive no more demands for money
    2. I get a refund for the money that I didn't owe.

    Any suggestions would be gratefully received.

    TLDR: Paid for 1 month, Vodafone chasing for 2nd month that I don't owe despite telling me twice that contract has been cancelled.
    Last edited by Hodge4ever; 16-07-2018 at 6:53 PM. Reason: Adding shortened version
    Huge thanks to everyone who takes the time to post/contribute on the forum(s)
    • mobilejunkie
    • By mobilejunkie 16th Jul 18, 7:02 PM
    • 7,899 Posts
    • 2,606 Thanks
    mobilejunkie
    Your credit files will be affected for the next 6 years until/unless you get Vodafone to correct them (don't know why you think otherwise!).

    Follow the endlessly repeated advice on here to contact the WRT or go around in circles forever. ..
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