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    • YaoSong
    • By YaoSong 15th Jan 16, 11:26 AM
    • 37Posts
    • 26Thanks
    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 -

    - 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.


    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 -
    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 -
    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.


    Last edited by YaoSong; 20-01-2016 at 9:36 AM.
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    • Lilboo
    • By Lilboo 19th Oct 18, 8:06 PM
    • 3 Posts
    • 0 Thanks
    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
    • 9,355 Posts
    • 7,028 Thanks
    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
    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
    • 9,355 Posts
    • 7,028 Thanks
    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
    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.
    • JIR
    • By JIR 24th Oct 18, 6:05 AM
    • 31 Posts
    • 27 Thanks
    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
    • 9,355 Posts
    • 7,028 Thanks
    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
    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
    • 7,893 Posts
    • 2,598 Thanks
    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
    • 187 Posts
    • 32 Thanks
    Vodafone wifi calls abroad
    Has anyone used wifi calling abroad, to call the UK free?

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