New Vodafone customers

[SARAAJ]

Not new, just really sick of trying to cancel my contract in writing as requested; only to be asked to call in which appraently won't be enough to cancel the contract!  

Your phone and reception were so bad that I haven't used the SIM for over 8 months and yet you are having the cheek to keep charging me!!  Will somebody who can fix this mess or at least read my email trail in full instead of posing the same questions contact me now!

[DaveCD]

Hi SARAAJ

Thank you for your post and I am sorry to see the frustration this has caused you.

I have done as you requested and looked at the email communications and I have responded to this, please could you reply to my email and we will be in touch as soon as we can.

Many Thanks

DaveCD

eForum Team

[LadyPosh]

Oh I agree!

In my opinion Vodafone customer care exists when you ask for your pak code, and once they have you on contract again, it becomes Customer don't care.

I have been a Vodafone customer for 11 years and am now counting the months until the end of my current contract, taken out in September last year.

When I originally decided to leave as I got a better deal, they promised me various offers, including 3 months free insurance on my deal.

When the phone finally arrived (and that was another debacle) and the first bill was on line - no free insurance - several emails asking for explanation (long story short) Free insurance was not on my notes, so they lied when they sold me the deal.

After several more emails I had to provide the name of the advisor, the date and  time of the call etc etc as I asked for the training recording of calls to be checked, what a waste of time! My record is tagged with the advisor I spoke to, why do I have to provide this information - all to stall me and hope I'll go away.

So this was November last year, and they 'put in a request' for the relevant phone recordings.

Now in February this year, nothing - again hoping I'll go away. I mailed them again, they said get in touch with us in 72 hours as we have to request the phone recordings (again?) Why do I have to do this, what happened to 'the customer is always right' - not with Vodafone obviously.

OK, so first they lied, now they are stalling me, and in this time I have lost them so much business by sharing my story.

They recently called me to try sell me an Ipad on a contract, something I am seriously looking at but NOT WITH VODAFONE, and I told the advisor this. 'I can only apologise' he said, no, you could have contacted someone to sort out this mess before you try sell me something else. 

I can understand people giving up on the fight for the sake of £30, but for me it's the principle, and the fact they they lied to me and are trying to cover it up.

I have never been treated in this way as a customer, I am absolutely disgusted.

[Matt]

Hi

You have already posted this and it can be found here

Please do not post the same message multiple times across different threads as this is against the eForum T's&C's something you agreed upon when registering.

As soon as an advisor is available they will be along to help

Thanks
Matt
Moderator

[kellkeeg]

Vodafone- should change their name to 'we dont care about our customers'

I took a contract out in my name in May 2011, the phone is used by my Mum. We had no problems with Vodafone until 1 week ago.

My mum doesnt use her phone that often and isnt one of these people (like me) who have to have their phone beside them 24/7.

On January 19th my Mum lost her phone at a busy retail park near our house. We didnt realise the phone was lost until the following day, I followed all the normal procedures-reporting it to vodafone, getting the phone blocked etc. The 'customer service representative' I spoke to advised me that everything was fine the phone was blocked and that even though the phone had been lost the night before I had nothing to worry about RE billing. This was a LIE!!! 1 week ago I got a text from my mum saying she had recieved a text from Vodafone telling her the bill was £450!!! I was, and still am, absolutley disgusted by this.

I called Vodafone that night and was informed the £450 bill had come from a phone call to jamaica made on the night the phone was lost. Of course I argued that I had been told not to worry regarding the billing as they were aware of the time we last used the phone(the last call made was to me). I was passed along to several people and even had one 'customer service rep' hang up on me!!!!

Eventually I spoke to someone who was less than helpful, but did advise me he would look into it and listen to their 'recorded calls' and get back to me within a 48-72 hour window.

This was over a week ago now, and after several calls to Vodafone I am still waiting for this ellusive 'customer service rep' to call me. 

Can someone who has some sort of authority in this company get in touch with me as I am becoming increasingly frustrated-to be polite about it.

If I do not hear from someone in the next few hours I will be taking this to the obudsman and if necessary to national press.

VODAFONE CUSTOMER SERVICE DOES, AND NEVER WILL EXIST!!!!!!

[salina]

talking about the worst customer service since i upgraded my mobile with Vodafone in October all ive had is numerous problems. They totally messed up my account, took my discounts off my numbers cancelled my number due to no payment and all they can state is that i havnt paid my account since december. even after explaining that the balance was incorrect and that ive asked for this to be dealt with by numerous advisors im coming now in to march and they still havnt managed to sort it out. I asked for manager call backs n its been 12 weeks still nothing. they cancelled my number and i lost a contract with a client. I asked vodafone for compensation for the loss and all they say is their is nothing they can do. but the company is quick to want to take your money. i aint paying them a single penny until they dont cover my loss and theirs no complaints department or complaints escalation procedure. It takes 12 weeks to get a manager call back. Disgusting services im absolutely mortified im going to take my numbers and leave this company. I suggest to everyone else to do the same

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[AnnS]

Hello kellkeeg

Sorry about the situation but its in the terms and conditions, you have to report the theft as soon as it is stolen, or the account holder will be liable for all unauthorised use until Vodafone are notified.  The SIM is then immediately barred and the phone IMEI blocked, the phone can then no longer be used and no further calls can be made using  the SIM.

The phone and SIM could easily have been protected with a PIN which is a security features of the phone which although making the phone inconvenient to use, would have given peace of mind and stopped the person who stole the phone from making an expensive international call which the account holder is liable for.

If there is no insurance on the account for loss and unauthorised calls, sometimes home contents insurance will cover the loss.

[Lee]

Hey kellkeeg,

Many thanks for sharing your experience. 

I'd like to help if I can. I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

As a bit of background, customers are liable for any calls that are made until the handset is reported stolen/lost to us. I can only assume that the agent advised there were no calls showing on the account at the time of you calling us to inform us of the loss. Calls on the Vodafone network can be up to 72 hours delayed and this could be the reason the call to Jamaica wasn't showing at that time.

As I say, if you can send us your details we'll be in touch.

Hi salina,

I've also sent you a PM in order that we can have a look at your account to see what's going on. If you could also click the same link as kellkeeg and send us your details we'll be with you as soon as we can.

Cheers to you both,

Lee

[kellkeeg]

as with everything at vodafone, the link you asked me to follow lets me put in all my information only to tell me its broken!!!

I would rather have a copy of all the notes Vodafone have made regarding this complaint sent to my home address so I can take it to the ombudsman. If you fail to do this, I will still be taking it to them except you will have given me more amunition to use against you-as again it will be a promise made and broken

[Lee]

Hi kellkeeg,

Thanks for coming back to me. If you read through the entire PM there's information on how to contact us directly if the contact us link doesn't work

If you require a copy of all notes on the account there will be a chanrge of £10 for the administration of obtaining these notes for you.

Cheers,

Lee

[AnnS]

---

kellkeeg wrote:

as with everything at vodafone, the link you asked me to follow lets me put in all my information only to tell me its broken!!!

I would rather have a copy of all the notes Vodafone have made regarding this complaint sent to my home address so I can take it to the ombudsman. If you fail to do this, I will still be taking it to them except you will have given me more amunition to use against you-as again it will be a promise made and broken

---

The agent you spoke to wouldnt have lied to you, there is a delay of up to 72 hours before the information is received from the roaming network and, at the time of your call, there was nothing showing on the account.

You can contract the Tech Team by emailing customer.care@help.vodafone.co.uk .  If you put the reference EFT165  in the subject heading, it will get routed to the team.   It would also help to include a link to the post.

[kellkeeg]

On top of the £450.00 you've already taken from me and the £30.00 charge from my bank for forcing me into my overdraft, even after I asked for a block on my account until this was sorted......forget that, I'll just go straight to the obudsman. I'd rather they told me how to proceed as again Vodafone have been very unhelpful.

[AnnS]

---

kellkeeg wrote:

On top of the £450.00 you've already taken from me and the £30.00 charge from my bank for forcing me into my overdraft, even after I asked for a block on my account until this was sorted......forget that, I'll just go straight to the obudsman. I'd rather they told me how to proceed as again Vodafone have been very unhelpful.

---

The ombudsman wont be able to help until you have tried to resolve your dispute direct with Vodafone and if it cant be resolved, received a deadlock letter.

Vodafone are not at fault, you called to block the phone and SIM and this was done and there were no unauthorised calls showing at the time.

If there was insurance on the account, you would have been able to make a claim.

[kellkeeg]

Ann,

There is insurance on the account. No-one has informed me that I may be able to make a claim.

I have spoken to several people at Vodafone all with the same respoonse-there is nothing that can be done. If this is the case then as you have said, a letter should have been sent to me-again something which Vodafone have failed to do.

Any suggestions of what to do now as I am getting very impatient.....£450.00 wouldnt make a dent in the pocket of the MD of Vodafone but to me that is a hell of alot of money.

[Lee]

Hi kellkeeg,

Many thanks for coming back to the thread once again.

I'm really keen to help with this and if insurance is on the account, as you say, then that's another avenue for us to explore.

I'm afraid without you sending us your details then I'm unable to help any further so if you could do the honours when we have your details we'll be with you as soon as we can.

Regards,

Lee

[AnnS]

---

kellkeeg wrote:

Ann,

There is insurance on the account. No-one has informed me that I may be able to make a claim.

I have spoken to several people at Vodafone all with the same respoonse-there is nothing that can be done. If this is the case then as you have said, a letter should have been sent to me-again something which Vodafone have failed to do.

Any suggestions of what to do now as I am getting very impatient.....£450.00 wouldnt make a dent in the pocket of the MD of Vodafone but to me that is a hell of alot of money.

---

Hi kellkeeg

I am so pleased for you, at least you will be able to make a claim for the lost and theft of the phone and those awful unauthorised calls.

You dont mention if it Vodafone Cover Me Insurance, if it is you will need to contact them direct as soon as you possibly can. You will find details below on how to make a claim.

Vodafone Insurance

I wish you all the best and really hope you get the help you need.

[kellkeeg]

Lee,

I have sent my details to you if you need anything else please let me know.

Thanks

[kellkeeg]

Lee,

The email i received said i would hear back within 24 hours and Im still waiting. I was also told by a customer service rep on Friday afternoon that I would hear back from the team leader i've been waiting for a call from for the last week, in the 'next few hours' Im still waiting for that aswell. 

The customer service from Vodafone just gets better and better........not.

[Sinith]

I can totally understand our concern. They are asking me to pay £517 to come out of a contract while they keep sending me a phone that it's of a new use.

[Dave]

Hi guys,

kellkeeg - I tracked down your email in the customer care queue - there was a typo in the routing code so it was never diverted to us. I''ve responded to it now for you.

Sinith - I'm going to respond on your other thread so we can get things addressed for you.

Dave