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[kiwigirluk]

Hi

In November I sent Vodafone a letter by recorded delivery, asking for my mobile to be disconnected at the end of the contract, which was 3 January 2012; the letter was signed for by Vodafone on 18 November. On 13 February 2012 at 20.03  I rang Vodafone Customer Services to complain as monies were still being direct debited from my account; the CS Rep apologised, confirmed that the disconnection notice had been loaded based on my letter, but for whatever reason, it hadn't been actioned. She promised that the account would be disconnected, and my bill would be re-rated back to 3 January, with the corresponding credit refunded back to my bank account.

Today I've phoned Vodafone CS as the refund is still outstanding, to be told nothing has been done.

The phone call on 13 February cost me £1.06 and the call today cost me £1.39 as I'm calling from abroad - I don't believe its fair that not only have Vodafone taken money from my bank account for services already cancelled but additionally its costing me money to fix Vodafone's mistakes.

Please sort this out or I will be contacting Ombudsman Services to make a formal complaint.

[bertyb]

I can understand your frustration, especially having attempted to resolve it once.

Your options are either 1) Wait on one of the forum team picking this up for you as its account specific and cannot be dealt with on the fourm or 2) Sending an email via email us which will normally be replied to in around 24 hours.

Good luck 

[Dave]

Hi kiwigirluk,

I'm sorry to see you're having to chase to resolve this.

I'll pop you a PM so we can get this resolved for you once and for all.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Dave

[kiwigirluk]

Hi that page doesnt have a PM box, and having searched throughout the system, I can't find it.

Meanwhile I've actually tried to sort this out twice with Vodafone unsuccessfully, and I'm past frustrated now - I'm simply angry. I'd like the account fully closed, the account re-rated back to 3 January as promised on 13 February, an additional credit for the cost of the calls to Vodafone, an apology and the credit returned to my bank within 7 days.

[Dave]

Hi kiwigirl,

We've tweaked things for you and you should now be able to get to the PM inbox.

Once we can get the details from you, we'll be able to access the account and I'm confident we'll be able to get things resolved.

Dave

[kiwigirluk]

your PM asked me to send the same information already posted in the eforum via a contact form. I did this. I also phoned Vodafone another two times, and yet again, got a promise that a manager would call me to resolve the problem. No surprises, the calls never came. I did get another email asking me to complete the security process.. given that I had already done it three times in less than seven days, this wasn't impressive.

I still don't have a resolution. I am fed up with completing security processes while Vodafone do nothing.

http://hownottotreatcustomers.blogspot.com/2012/04/eighteen-months-i-had-problems-joining.html

[biffo1963]

Dave / Tech Team / Mods,

The company ( or rather, I suspect, that part of it based near the Suez Canal ) seems to be driving this poor girl to drink, lol.  Far be it for me to say this but someone really needs to SORT THIS OUT !!     Oh, and the "manager" supposed to have returned all these calls needs a firm kick up the £%^  -  unless ( as the OP suspects ) he/she doesn't really exist , in which case it'll have to be a virtual kick.  

[Simon]

Hi kiwigirluk

I can completely appreciate how frustrating this is for you and any promises for manager call backs that haven't been followed through will certainly be investigated once we have access to the account.

From our perspective as an eForum and online team we are extremely conscious about security and therefore we would require this information for us to gain access to your account even if you have given this information to another part of the business before. If you'd prefer, please just e-mail us directly on the e-mail address provided in the second paragraph of the PM with a contact number and we'll call you to complete the security questions and ultimately resolve your query.

Thanks

Simon