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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 65
    • Hodge4ever
    • By Hodge4ever 17th Jul 18, 8:59 AM
    • 343 Posts
    • 5,837 Thanks
    Hodge4ever
    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!).
    ..
    Originally posted by mobilejunkie
    Maybe I'm being naive but I don't think it's got to that stage yet?

    Follow the endlessly repeated advice on here to contact the WRT or go around in circles forever. ..
    Originally posted by mobilejunkie
    Already done, however the sticky seemed to suggest a post here as well - otherwise why quote MSE on the form?
    Huge thanks to everyone who takes the time to post/contribute on the forum(s)
    • mobilejunkie
    • By mobilejunkie 17th Jul 18, 9:37 AM
    • 7,875 Posts
    • 2,590 Thanks
    mobilejunkie
    Maybe I'm being naive but I don't think it's got to that stage yet?
    Originally posted by Hodge4ever
    I'd assume the opposite. Debt collector = credit file (and usually before it gets that far).
    • Jcjcjc333
    • By Jcjcjc333 17th Jul 18, 11:01 AM
    • 7 Posts
    • 0 Thanks
    Jcjcjc333
    Dont pay them dude. !!!8220;People!!!8221; here will try to tell you otherwise. This Martin guy himself is a known government shill. Why else would they feature him on news programmes regularly such as the BBC... they wouldnt allow anyone that truly wants to help you broadcast their info to millions of people. Think about it. This is probably my last post before they ban me for spreading real knowledge, so hopefully my advice reaches you. Peace out. Know your enemy.
    • pmduk
    • By pmduk 17th Jul 18, 11:07 AM
    • 9,156 Posts
    • 6,862 Thanks
    pmduk
    This is probably my last post before they ban me for spreading real knowledge idiocy,
    Originally posted by Jcjcjc333
    There, corrected for you
    • Jcjcjc333
    • By Jcjcjc333 17th Jul 18, 11:55 AM
    • 7 Posts
    • 0 Thanks
    Jcjcjc333
    Oh look, a comedian.

    Over 1000 posts, whats your agenda?

    Take it you dont do this for free? And if you do, I hope you find a life some day soon.
    • pmduk
    • By pmduk 17th Jul 18, 12:55 PM
    • 9,156 Posts
    • 6,862 Thanks
    pmduk
    I have one thanks, I'm not the one hiding from my debt to Vodafone.

    My agenda on here is to help people in a constructive fashion rather than advise them to screw up their financial future.
    • Jcjcjc333
    • By Jcjcjc333 17th Jul 18, 2:16 PM
    • 7 Posts
    • 0 Thanks
    Jcjcjc333
    No ones hiding. Just standing my ground, not surrendering my rights like you try to convince people to do. !!!8220;Financial future!!!8221; translates as being indebted to banks and corporations for the rest of your miserable little life. Go ahead any !!!8220;buy!!!8221; your poxy house and car on credit you mug LOL. Sums up western mugs perfectly, poor soul. What an existence.
    • mobilejunkie
    • By mobilejunkie 17th Jul 18, 5:05 PM
    • 7,875 Posts
    • 2,590 Thanks
    mobilejunkie
    I have one thanks, I'm not the one hiding from my debt to Vodafone.

    My agenda on here is to help people in a constructive fashion rather than advise them to screw up their financial future.
    Originally posted by pmduk
    Nah. He's just looking to continue the standard and replace Trump when he goes.
    • Russell F Martinez
    • By Russell F Martinez 19th Jul 18, 10:26 AM
    • 2 Posts
    • 0 Thanks
    Russell F Martinez
    Late fee on 3 balance
    Just started with Vodafone and mispaid a previous month's statement, leaving about 2 and change. I was then given a fee on the next statement of 20+. I have been told that I need to pay it off. They won't offer me a one-time courtesy because I have not been with the company long enough. What next?
    • mobilejunkie
    • By mobilejunkie 19th Jul 18, 1:59 PM
    • 7,875 Posts
    • 2,590 Thanks
    mobilejunkie
    Same as always. Read the thread and contact the WRT, though it sounds like ti's your own fault in this case.
  • Vodafone
    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....
    Originally posted by Jcjcjc333

    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.
    Originally posted by Hodge4ever
    Hi Jcjcjc333, Hodge4ever and Russell F Martinez,

    I'm sorry to hear that you've not had the best of experiences with us.

    If you still need help with your respective accounts, please email 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.

    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
    Originally posted by williacg
    Hi Williacg,

    So we can make sure our records are up to date, please reply to the last email you received from us to request that your address be updated.

    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"
    • Will Hill
    • By Will Hill 9th Sep 18, 2:44 PM
    • 1 Posts
    • 0 Thanks
    Will Hill
    Hi,

    Just come off a Vodafone chat and then call.

    I'm interested if there has been any discussion about use of 191 whilst abroad. 191 is a vodafone helpline number.

    My daughter is in Sweden a lot and is on Global Roaming with a UK phone. She is very diligent with her phone usage. We spotted a 20.93 charge on a bill and queried it. The 191 was being recognised as a USA number and therefore without the Roam Free area. This was credited.

    I have now spotted two further charges from Sep 17 and Apr 18 both over 30 and identified those as also being 191. Vodafone are saying that the previous credit was an error and the charges are legitimate.

    I have escalated my complaint and suggested that wherever on the web or published materials where 191 is described as a free number then that should be referenced specifically as being from within the UK. There is often nearby a reference to a multi digit number that can access 191 from abroad but nowhere is it implied that the 191 UK vodafone free number will still function from without the Uk and will be billed as a USA call.

    I think it is outrageous and would be interested to hear of other similar experience or advice.

    Yours,

    Will
  • Vodafone
    Hi Will,

    Thanks for us making us aware of this.

    For clarification, customers who need to contact from overseas, they can call us on +44 7836 191 191. Calls to the number are free from a Vodafone mobile.

    So we can take a closer look at the charges you've mentioned, please email 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 it's been received.

    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"
    • abandonded
    • By abandonded 22nd Sep 18, 7:29 AM
    • 291 Posts
    • 137 Thanks
    abandonded
    Withdrawn.
    Last edited by abandonded; 24-09-2018 at 11:06 AM.
    Abandoned
    • mobilejunkie
    • By mobilejunkie 22nd Sep 18, 8:35 AM
    • 7,875 Posts
    • 2,590 Thanks
    mobilejunkie
    Not unless they are psychic. Suggest you read how to contact the "agent".
    • Drivad
    • By Drivad 24th Sep 18, 9:49 AM
    • 4 Posts
    • 0 Thanks
    Drivad
    Vodafone Extended Apple Warranty
    Hi guys,

    I bought an iPhone SE on contract with Vodafone last august. The big selling point was an extended 24 month warranty on the device. On friday, my phone froze and restarted and after that the lock button stopped working. I spoke to Vodafone online and they said they could fix it in any store and if they couldn't, i'd be provided a courtesy phone while they sent it off for repair.

    I took the phone to 3 stores, none of them had the facilities to repair it in store and none had courtesy phones ('They're like golddust, you won't get one anywhere' I was told). In the end, they told me to take it to Apple who ran a full diagnostic and determined that a firmware issue had caused the button to stop working and a full unit replacement was required.

    I then spent about 4 hours on the phone to vodafone and not a single person knew what was going on. I was told that all stores could run the diagnostic (they couldn't), i was told that the warranty was apple's issue and to contact them (I did and this wasn't true), I was told that the terms and conditions of the warranty were available online (they weren't).

    It became clear that nobody at Vodafone has a clue what they're talking about. Short of an email saying 'congrats, we've extended your warranty' and a short paragraph on their website, there is no official documentation regarding this warranty anywhere. Furthermore, after doing some digging, it looks as though the warranty actually provides LESS cover than the Consumer Rights Act 2015.

    Vodafone have now accepted that it is a faulty device and their offers are send my phone off for 2-3 weeks for repair ('You can just buy yourself a basic phone in the meantime') or get a new phone on a brand new 24 month contract (not a hope in hell that i'm staying with vodafone any longer than I have to).

    As far as I can see from the Consumer Rights Act, the company has one opportunity to repair the device but this can't cause significant inconvenience to the customer. As I visited 3 of their stores, none of which were able or willing to even look at it and the only option now is to send it away for 2-3 weeks with no replacement (I work for a tech start up and use my phone daily for app tests etc), what are my next steps? Furthermore, by selling a warranty which provides LESS cover then my consumer rights, especially with no t&cs available, have I been missold my contract?
    • Penelopa.Pitstop
    • By Penelopa.Pitstop 28th Sep 18, 10:54 AM
    • 358 Posts
    • 134 Thanks
    Penelopa.Pitstop
    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.
    Originally posted by Hodge4ever
    It won't sort out itself out, you have to call and talk to complaint department. Otherwise debt will show on your credit history.

    I had very similar experience, I'm guessing the same promotion for Samsung S9/S9+. I took phone + 1 month contract (2 phones, 2 contracts)
    1. Cancelled it next day. Got letter telling me that my contract for both lines will end on 07/06/2018.
    2. On 15th of June direct debit was taken. When I contacted Vodafone to complain, I was told one of numbers didn't close and it was closed manually for me and refund will be reissued. I was trying to get it back many times and was promised it will be refunded to me at least 3 times, when my bill closes correctly, etc. Never happened.
    3. I did direct debit guarantee in August and got the payment back.
    4. Got letter today telling me that I owe Vodafone 41. I checked my credit reports and they put 2 late payments marks on it.
    5. Just on the phone with them, for about an hour. They said everything was wiped out and my credit history will be corrected. I don't believe it, until I see letter and my credit history is clean.

    I can't believe that one company can make so many mistakes. How come system closed one line but not the other? Got letters for both and they must have been automatic. Then my payments didn't record as credit to account, that's why refund was never issues. And then suddenly I'm in debt.

    I never had late payment and now have to live with two late payments marks on my credit history, until it's removed, but who knows how much time it's going to take. Luckily, I took new credit card to collect points just before late payment marks.
    Last edited by Penelopa.Pitstop; 28-09-2018 at 11:03 AM.

    • pmduk
    • By pmduk 28th Sep 18, 8:34 PM
    • 9,156 Posts
    • 6,862 Thanks
    pmduk
    I can't believe that one company can make so many mistakes. How come system closed one line but not the other? Got letters for both and they must have been automatic.
    Originally posted by Penelopa.Pitstop
    I don't work for Vodafone so I can't speak for them, but after 40+ years of office work, I can tell you that once things start going wrong in a case, everything will go wrong. It seems to be worse now when humans need to intervene in a normally automated process.
    • sonyhamster
    • By sonyhamster 12th Oct 18, 9:19 PM
    • 103 Posts
    • 22 Thanks
    sonyhamster
    So I have a story to tell about the psychological bully tactics Vodafone's retention team have been trained to use. It's the sort of thing you see on Rogue Traders'.

    I have been on Vodafone for over 14 years both with my personal mobile and work mobile but have suffered from terrible customer service and poor network reliability in the past three years even in Central London. There have even been instances where important business calls have just dropped in the middle of the City. I have complained many times and the answer is always the same - take your SIM card, give it a wipe and put it back in.

    Vodafone tried to sneak in new roaming charges on to my company's plan without telling them and then sending them a huge bill - so they got rid of Vodafone and took 600+ lines to EE. Tick.

    My contract came to an end so decided to move and get my PAC code. This is where the nightmare begun.

    Called through - got put straight through to the retention team. Asked for the PAC code, and asked what's wrong. Explained that I'm leaving because of years of poor reliability. First, they offer you a cheaper deal. Explained I wasn't interested and they kept trying to flog more stuff. The guy just was not listening - it's not about the money, it's the fact that their network is shockingly bad and they've had years to fix it.

    He checks my work address where I've had a lot of problems and says they have an engineer coming next week to sort it out. Again, decline, ask for my PAC code.

    Next, he suggests that he can send me a WiFi plugin and turn on WiFi calling on my mobile which will solve all my problems. So everytime I needed to make a call, I'd have to connect to WiFi to get a reliable connection? No thank you, can I have my PAC code please? Then comes the bully tactic. He then said "so you're telling me there is noooo Wifi in London?"... "you're not listening to me, this will solve your problems and you are just not listening are you"... "so you're telling me that if you have an important call that disconnects, you can't just call back?"... the abuse goes on and on and on.. it was humiliating, frustrating and everytime I asked for a PAC code, all I would get was something along the lines of "you're not listening to me, I can give you a better deal" or the abusive lines of "you would have received an email from us about WiFi calling so it's your fault you didn't bother to use it"

    20 minutes of this then I ask, "are you refusing to give me my PAC code? He replies, "I just want to understand why you're leaving because I can solve all your problems..." blah blah blah. Ask about five times, same reply.

    Then he asks who I am moving to. I said Three if that even mattered. Then the LIES come in. He said Three and EE both have the UK's worst reliability and performance, and Vodafone is the BEST. As you can see from here, it's a pack of lies because Vodafone is amongst the WORST, and EE is the best.

    Said I'd take my chances so please give me my PAC Code. The abuse returns - "You just aren't listening to me..." "You're making a big mistake, and if you come back I'm not going to give you a deal, you'll have to come as a fresh customer, no loyalty, blah blah". Kept asking for the PAC code.. goes on for another 5 or so minutes.

    Then I said - OK final chance, are you refusing to give me my PAC code? And let me warn you, if you do not provide it, I will take this to Ofcom. I've been on the phone for about 30 minutes now.

    Again, the patronising comments come in. "So you're willing to accept an inferior service for a higher price? Admit it, you are, aren't you?" "Just give me my PAC code" Went on and on. He got really aggressive. Then he said "I'll give you your PAC code if you say and admit that "I am willing to accept an inferior service for a higher price" So I said fine whatever. And then he said.. "say it". So humiliating and shameful. THEN he gives me PAC code. And then has the balls to ask if I was interested in their BROADBAND?!?

    Moved to Three - who have been great so far by the way. But then the nightmare doesn't stop there. Three days later, I get calls once or twice every day from Vodafone - asking why I left!!! I couldn't have made it more clearer - and today, had a real rude agent who said, after I explained that I have already told his colleagues why, "I'm doing a job. You only needed to say you didn't want to be contacted" and HUNG UP!

    Ofcom really needs to clamp down on this because this is bullying and indirect refusal of providing a PAC code. Vodafone is clearly acting illegally. This isn't one rogue agent - this is a very carefully planned script Vodafone employs to bully people to staying. NEVER go with Vodafone.
    • pmduk
    • By pmduk 13th Oct 18, 9:51 AM
    • 9,156 Posts
    • 6,862 Thanks
    pmduk
    If you think Vodafone are bed just wait until you try to leave Three. They're the worst of them all!
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