Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • 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 66
    • Lilboo
    • By Lilboo 19th Oct 18, 8:06 PM
    • 3 Posts
    • 0 Thanks
    Lilboo
    I have a complaint with the Directors Complaints Department at the moment and trying to decide whether I should take it to the Ombudsman.

    I contacted Vodafone in July via live chat for my PAC code, as I had taken out a new sim only deal with O2 and planned to upgrade my handset with them once the new iPhones were released.

    The retentions team on live chat offered me a great sim only deal, but I said I was still looking to leave as I wanted to go to o2 and upgrade my handset a few months down the line. They then offered me the option to upgrade my handset at any time and get a 30% discount. I was hesitant and multiple time’s asked for clarification that I could get the new iPhone and was “100% promised” that this would happen.

    So, I signed back up and cancelled o2 on the back of this and thankfully saved the live chat.

    Fast forward to this morning, I contacted Vodafone on live chat to pre-order the XR with my promised discount, only to be told that they would not offer any discount on new iPhones. I mentioned that the whole reason I committed to Vodafone was that I was promised this, but they still refused.
    I called Customer Relations and spoke to a manager, who still would not budge, despite agreeing with me that he could see I was promised this.
    All they would offer was a £25 goodwill credit or the opportunity to be released from my contract without charge.

    This afternoon I contacted the Directors Complaints Department, as I don’t think I am being unreasonable in asking to get what I was promised. They too have refused to budge on this, with the only uplift being an increase in the goodwill payment to £50.

    I asked what would happen if I wasn’t happy with what was proposed and they said a deadlock letter would be issued, the offers withdrawn and the opportunity for me to take it to the Ombudsman.

    I said I would like the weekend to decide, so I’m after some advice. Should I take it further?
    • pmduk
    • By pmduk 19th Oct 18, 8:23 PM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    I can't see that the ADR (Ombudsman) can overturn this. The offer of a discount on the iPhone was foolish, if only because the phones hadn't been announced, let alone the pricing. I'm not aware of any network that will give such discounts on a highly sought after product this early in its life.

    The £50 GOGW is an admission of error on their part and is generous IMO I'd accept it while it's on the table, some networks withdraw offers if they need to start preparing a case for the ADR and indeed Vf have indicated this. I've seen customers come away with nothing.
    • Lilboo
    • By Lilboo 19th Oct 18, 8:31 PM
    • 3 Posts
    • 0 Thanks
    Lilboo
    Thanks for replying, they did say that the offer would stay on the table over the weekend while I thought about it, as I didn’t want to make a decision in anger.
    It was very foolish of the rep to offer the discount in the first place, I totally agree with that, that’s I queried him on multiple occasions throughout the chat.
    I said to them that I felt taken advantage of, as this rep blatantly used lies to get me to sign up. That’s another reason I asked them for the weekend to consider my options (which I admit, they didn’t have to do and I appreciate that)
    • pmduk
    • By pmduk 20th Oct 18, 8:51 AM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    Remember too, the ADR is not really there to assist a consumer when a company is being unfair, only when the terms of a contract are not being kept to. You may think that a verbal contract is binding, but one based upon a mistake, which I, and Vodafone, believe this to be is unlikely to be found in our favour.

    I'm sorry.
    • Lilboo
    • By Lilboo 21st Oct 18, 8:17 AM
    • 3 Posts
    • 0 Thanks
    Lilboo
    Hi pmduk, no need to apologise. Your advice is useful. I definitely think the advisor missold and misled me, however, I totally get what you are saying and as a result will take one of their offers.
    Thanks
    • JIR
    • By JIR 24th Oct 18, 6:05 AM
    • 31 Posts
    • 27 Thanks
    JIR
    Over the last few months the network signal on the Westcoast mainline between London and Coventry has been virtually unusable and seems to have completely degraded. Is there a reason for this? Are there plans to fix it? I rely on internet on my commute for flexible working purposes so it's having a big impact!
    • pmduk
    • By pmduk 24th Oct 18, 9:51 AM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    JIR Vodafone only intermittently check this forum to update complaints already made to them. Have you already contacted them or used their forums to ask your question?
    • Chorlton1974
    • By Chorlton1974 8th Nov 18, 2:08 PM
    • 7 Posts
    • 0 Thanks
    Chorlton1974
    Vodafone are idiots. upgraded my phone at the beginning of October. as a retainer to stay with them they offered me a ps4 game, a 12 months ps4 subscription. free spotify. redeemed the game. spotify carries on as normal. the ps4 subscription? the link didn't work, sony knew nothing about the offer either. I had it in black and white that this was part of my offer. chased it up the other week. ended up on the phone for nearly 3 hours. spoke to 3 people. "we can only offer you the spiderman game" they say. not what my contract says. one offers me £30 off my bill with no subscription. another offers me £40 off with no subscription. the third offers me £30 again with no subscription. "it's all I can reduce" he cries. the woman that offered me £40 also had the nerve to say that your time wasted and inconvenience in trying to get this subscription isn't our problem or our concern. they wouldn't admit they were in breach of contract and that I wasn't going to pay for something that you can't provide. I've still not payed my bill.


    The minute Vodafone UK became Vodafone India is the day they went down the pan.
    • mobilejunkie
    • By mobilejunkie 8th Nov 18, 5:34 PM
    • 7,957 Posts
    • 2,652 Thanks
    mobilejunkie
    And now you'll have also wrecked your external credit files for the next 6 years...
    • t8769
    • By t8769 10th Nov 18, 11:09 PM
    • 194 Posts
    • 32 Thanks
    t8769
    Vodafone wifi calls abroad
    Has anyone used wifi calling abroad, to call the UK free?

    Thanks
    • grocerjack
    • By grocerjack 19th Nov 18, 6:38 PM
    • 81 Posts
    • 11 Thanks
    grocerjack
    Has anyone used wifi calling abroad, to call the UK free?

    Thanks
    Originally posted by t8769
    I can't see if you've had any answers to this but...native wi-fi calling, whereby the phone will automatically use wi-fi to carry a call (no app needed) won't work outside of the UK as it needs a UK IP address from a UK based DNS server. Wi-fi calling is a UK specific service. To use a wi-fi calling service abroad you would need to use Skype or Viber to route the voice call over the wi-fi and internet.
    Last edited by grocerjack; 19-11-2018 at 6:45 PM. Reason: spelling
    Kind Regards, Jack
    • pmduk
    • By pmduk 19th Nov 18, 7:14 PM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    The poster, perhaps realising this wasn't the ideal board for his question, posted his question elsewhere. But thanks for helping.
    • rgtr
    • By rgtr 23rd Nov 18, 10:51 AM
    • 19 Posts
    • 1 Thanks
    rgtr
    This is what !!!!es me off with many big business's. Vodaphone this time. All I wanted to do was to renew my existing contract at the same price.

    NO NO NO NO. Why not make life ******* impossible ? Costs everyone money - THEM a whole lot more than me, AND it leaves me a MASSIVELY dissatisfied customer.

    Why not make your web site easy guys ??? Solution put an effing half arsed over paid accountant with greed and nae common sense in his eyes in charge of the rip off deals. Success. Cost me £0.30p Will I complain ... here it starts.

    See here: http://www.tdocplus.co.uk/4_AS/20181123_!!!!ed-off.jpg
    Last edited by rgtr; 23-11-2018 at 10:54 AM. Reason: Image didn't show !
    • pmduk
    • By pmduk 23rd Nov 18, 11:16 AM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    I can't see your images. Perhaps Vodafone aren't prepared to continue the contracts at the current price? Nobody can say much more without any detail, least of all Vf themselves.
    • civil12345
    • By civil12345 24th Nov 18, 4:18 PM
    • 175 Posts
    • 8 Thanks
    civil12345
    I’ve been with Vodafone a long time. My current contract is up and I signed up to a new one for £47 a month with few problems. I’m still in the cancellation period, and found the same phone with Carphone Warehouse for £37 with more data through Vodafone. However, I’ve just failed the credit check. CW confirmed it was a check conducted by Vodafone. How can Vodafone think I’m ok to pay £47 a month but not £37? Preposterous. Is there anything I can do here? I feel like Vodafone are restricting access to their best deals unfairly and removing competition. I have no idea onidea which department to start complaining to. Does the rep still visit these boards?
    • mobilejunkie
    • By mobilejunkie 24th Nov 18, 5:15 PM
    • 7,957 Posts
    • 2,652 Thanks
    mobilejunkie
    I’ve been with Vodafone a long time. My current contract is up and I signed up to a new one for £47 a month with few problems. I’m still in the cancellation period, and found the same phone with Carphone Warehouse for £37 with more data through Vodafone. However, I’ve just failed the credit check. CW confirmed it was a check conducted by Vodafone. How can Vodafone think I’m ok to pay £47 a month but not £37? Preposterous. Is there anything I can do here? I feel like Vodafone are restricting access to their best deals unfairly and removing competition. I have no idea onidea which department to start complaining to. Does the rep still visit these boards?
    Originally posted by civil12345
    Won't do you any good. Vodafone have a 90 day wait policy from commencing one contract to applying for another.
    • wanderlusthols
    • By wanderlusthols 4th Dec 18, 6:53 PM
    • 3 Posts
    • 1 Thanks
    wanderlusthols
    I have a complaint and have been kindly directed to post in this dedicated thread.

    Some background;
    About a month ago I was the victim of credit card fraud and I had registered for a CIFAS protective registration in a bid to prevent a similar occurrence as advised by Experian. Nationwide also added a CIFAS alert showing me to be the victim of credit card fraud (it was with that particular bank) following their own investogations. Thus I have 2 victim of credit card fraud alerts on my account pertaining to the same incident.

    As I understand with a CIFAS alert the company doing the credit check will be required to ask me for additional securtiy information and this is in fact a step to protect me and not prevent me from accessing credit, mortages, phone contracts etc. This has been confirmed to me by CIFAS.

    I attempted to purchase a pay monthly contract with Vodafone online. I was dutifully told via automatic email this was subject to a successful credit card check. My application was declined the next day. I queried this over the phone and explained my situation with a really helpful CS advisor. He took down my details and assured me that whilst the online order had been declined he was able to to process the order over the phone as I could verify the additional required identity checks. The direct debit was set up and I was told my new phone would be with me the next day. I work from home in eager anticipation of the new gadget!

    1 week later no phone has arrived and the DD has been cancelled. I call the complaints team to learn that my application has been declined because of 'multiple discrepancies' on my file yet I have not been advised of this, nor have I been asked to provide any further identity checks.

    I phoned the Fraud department hoping to have more luck but I was told that actually they dont have to ask for additional information and they are within their rights to simply decline my application. Hugely disspapointing, the complaints team and the fraud team have proved very unhelpful and advise I simply try again.

    Having already tried the online and phone approach I am very concerned that the protective measures I have taken are being used against me. I have now removed the CIFAS alert I set up and I hope this will go some way to helping me resolve this as there should now only be 1 alert.

    Hoping to get in touch with Lee, I have a reference number having used the vodafone contact form (although I did forget to quote MSE Forum) #20050674.

    very waffly email from very exasperated almost but not quite vodafone customer.
    • Tk.tptr
    • By Tk.tptr 4th Dec 18, 9:50 PM
    • 1 Posts
    • 0 Thanks
    Tk.tptr
    Data breach
    I just have query about a possible data breach.
    Vodafone sent my girlfriend a letter which had her address on but someone else’s full name, sort code, the last 4 of his account number and the name on his account. She had a call to say to ignore the letter but she had another letter which explained that her same details have been sent to another person and they have reported the matter to the data Protection regulator. So my question is could the data that was provided to the other person be used fraudulently because she is very worried and has even mentioned changing bank accounts just in case?
    • pmduk
    • By pmduk 5th Dec 18, 10:27 AM
    • 9,798 Posts
    • 7,461 Thanks
    pmduk
    I wouldn't worry too much, the other person has no more information than would have been present had she given that person a cheque.

    I'm not an expert on data breaches but I believe Vodafone have acted correctly in promptly reporting the matter to the Information Commissioner's Office.
    Last edited by pmduk; 05-12-2018 at 7:10 PM. Reason: typo
    • ConfusedHen
    • By ConfusedHen 14th Dec 18, 3:58 PM
    • 12 Posts
    • 1 Thanks
    ConfusedHen
    Not allowed to downgrade tarifff
    I have just been speaking to Vodafone as I am paying for a large amount of data on my current plan which I simply am not using. Back in August I upgraded my plan because they kept texting me to say my data was running out. Now circumstances have changed and I no longer need so much data.
    However, they have advised me that I am not entitled to downgrade my tariff for the duration of the contract, which ends in August.
    Has anyone else had any experience of this and is there anything else I can do.This seems like a very unfair policy.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

3,444Posts Today

9,203Users online

Martin's Twitter