01-03-2012 12:26 PM - last edited on 01-03-2012 12:41 PM by Andy
I had a contract which I gave therequired notice to finish. I then received a bill for £304. Contacted Vodafone who said it was a mistake, that they would take it off and that they would confirm by e-mail. No e-mail so went onto chat, explained it all again and was told that they had confiormation that nothing was owed and they would confirm. No confirmation. I then sent e-mail confirming conversations and that I would stop ditect debit
I now have a letter from some idiot called Tracey (removed for security) saying that the final bill remains unpaid - does someone there actually care about customers?
Question is how do I stop this? It is little short of harrassment cloaked in incompetence!!
01-03-2012 12:49 PM
Thanks - I'm not holding my breath though!
Fortunately I run a legal services company so I do know what I can do next if they don't sort it out!
(We also have a business contract with them which is in grave danger of being cancelled!)
01-03-2012 03:38 PM - last edited on 02-03-2012 03:06 PM by James
I see my original post has been altered without any acknowledgement of anyone doing so - obviously this forum is a waste of time
The name deleted was Tracey (removed for security) (like Swine but vowel replaced by an e, two n's and finished with and e) - at least I now have some idea that it's a real person so I can name her in any action
02-03-2012 03:10 PM
Firstly, my apologies for the delay in replying to you however we do work on a first come first serve basis and as a small team we are trying to answer all of our customers as quick as possible.
I have taken a look at our email system for you and can’t see any emails from the address you have used to register with the eForum.
Due to this I have sent you a quick PM with details on how to get in touch with our team directly so that we can investigate this and speak with you directly to get a resolution in place.
Once we have this we will then be able to assist you further.
You can find your PM inbox here.
05-03-2012 05:02 PM
Thanks James - I've read your e-mail - but I'm not going around this circle again - You may find it worthwhile trying to log in as a customer with an issue and seeing how much of a run around you get.
I've written directly to Ms Swenne with all the proof needed to show the situation - if that doesn't resolve it (and get an apology) then we'll pay your fee and go to small claims to recover
09-03-2012 01:12 PM
OK - it just get's worse
Got an e-mail from Vodafone with an apology and confirmation that we don't own anything followed by a letter from that idiot Tracey saying they will credit blacklist us if we don't pay!!
Left hand right hand!!
Will someone get somebody in a managerial role involved ??????????????????????????????????????????????????
10-03-2012 10:18 AM
I understand that you don’t wish to go through similar processes again however, without you doing this it is impossible for the eForum to assist you in getting your query escalated to through the proper channels and get a resolution in place.
Unfortunately I can’t see any email history in our email system for you on the email address that you have used to register with the eForum and as your eForum and Vodafone accounts aren’t linked we need your details before any action can be taken by the eForum Team.
12-03-2012 01:33 PM
Yet another sign of total incompetence - it really has to be experienced to be believed!
We 'replied to' a message from vodafone and they said 'the details given do not match our records' Given that they e-mailed us what sort of service is this!!!!!
Anyone know what other options apart from the Ombudsman I have?
12-03-2012 01:42 PM
12-03-2012 08:06 PM
I hope you get this sorted out. If you get to hear from anyone higher up in Vodafone can you let me know their name so I can speak to them about my case. It's the "Vodafone are stealing from me" thread on here.
It's typical of a big company...nobody wants to make a decision on anything in case they get sacked or their career gets held back. Nobody wants to make a noise in case they get sidelined.
13-03-2012 08:34 AM
Thank you for your post.
I understand that you are frustrated and so we can look at the interactions you have had with Vodafone please follow the instructions on the Private Message as I am unable to progress without this.
You can find your PM inbox here.
I hope to hear from you soon and look forward to assisting you with this.