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  • FIRST POST
    • YaoSong
    • By YaoSong 15th Jan 16, 10:26 AM
    • 37Posts
    • 26Thanks
    YaoSong
    Official Vodafone Complaints/Query Thread
    • #1
    • 15th Jan 16, 10:26 AM
    Official Vodafone Complaints/Query Thread 15th Jan 16 at 10:26 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 8:36 AM.
Page 68
    • fpereira
    • By fpereira 13th Apr 19, 8:13 PM
    • 6 Posts
    • 3 Thanks
    fpereira
    Hi,

    I would like to voice my grievance in reporting a complaint on Vodafone helpline 191 when I was asked by the store representative to call 191 for change in my Date of Birth details.

    When we said we were told to call 191 to change the above, Vodafone responded by stating we need to go to a store which we are willing to do so. We did want to report so the person who advised us at the store should have been trained which they did not want to raise as a complaint. Interesting indeed.

    Francis
    • mobilejunkie
    • By mobilejunkie 14th Apr 19, 6:57 AM
    • 8,072 Posts
    • 2,754 Thanks
    mobilejunkie
    Hi,

    I would like to voice my grievance in reporting a complaint on Vodafone helpline 191 when I was asked by the store representative to call 191 for change in my Date of Birth details.

    When we said we were told to call 191 to change the above, Vodafone responded by stating we need to go to a store which we are willing to do so. We did want to report so the person who advised us at the store should have been trained which they did not want to raise as a complaint. Interesting indeed.

    Francis
    Originally posted by fpereira
    Vodafone staff are extremely well trained. They are versed most carefully in 1) How to fob people off 2) Giving misinformation 3) Making promises they have no intention of keeping 4) Passing you around from one person and/or department to another 5) Making it impossible to speak with a manager 6) Persuading people to buy what they don't need and then ensuring that what they bought isn't what they get. Higher levels of achievement are the equivalent of a Masters degree and involve maladministration and utter incompetence at the highest levels. Special awards are given for treating customers with complete contempt and producing the funniest stories of customer misery at the Christmas party.

    Your experience is only the first stage. Making a complaint (if you break through the stone walls erected to prevent that) merely opens the door into more hours of endless fun playing pass the parcel, hide and seek and charades.
    Last edited by mobilejunkie; 14-04-2019 at 4:45 PM.
    • mobilejunkie
    • By mobilejunkie 16th Apr 19, 7:09 AM
    • 8,072 Posts
    • 2,754 Thanks
    mobilejunkie
    I see you found the Vodafone complaints thread.

    You could actually read this thread (i.e. that's what it's for) and follow the instructions accordingly. They are repeated oft, though I haven't seen any signs of life from the WRT for quite some time. Apart from that, the answer's the same:-

    1) Sue IF you have real proof (Vodafone said this or that isn't proof - they lie).

    2) Check your bank statements at least monthly (I have my own business, have 5 current accounts and loads of credit cards and check the main one daily and the rest at least monthly).

    3) Get a decent accountant if you can't do it yourself.
    Last edited by mobilejunkie; 16-04-2019 at 7:12 AM.
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