22-06-2012 02:26 PM
Im writing a complaint on the Vodafone services I have received in unacceptable.
My bill was taken twice from my account of 42.01 twice. I called Vodafone up and spoke to an agent who was very kind and said sorry and that I would be credited with in 5 days.
2 days later I had a voicemail from the same customer service rep saying there was a problem and to call into Vodafone. On my lunch at work I called Vodafone and spoke to another customer service rep who said there was no problem on my account. I explained that I was having some money refunded and she replied that it was fine and still on its way to my account and assured me that I would receive it within the next few days.
Over a week later I checked my bank still no money? So I called Vodafone who then said that it was being put towards my next bill???
Which I never asked for I asked to have the money back. I explained this to her then she changed her story to it couldn't be processed with a debit set up on the account as I cancelled mine when they took the money twice. I wasn't advised of this when I called up the first or second time. So I spent over an hour on the phone while she set up a direct debit and done my credit AGAIN! Giving her my details for a second time. The customer service she given was very poor I was in awkward silences over 10 seconds long while she processed the information. If it wasn't for the loud typing she done I would of thought she put the phone down one silence was over 15minutes long!!!
She then assured me that it had gone through and I would received my money within the next 5 to 10 days. I then said that I wasn't happy with the service and would like to make a complaint which then told me she could give me unlimited calls to vodafone to vodafone free for a month!! Are you having a laugh!! I said I never use up my minutes which are about 1000 I think why would I want that its pointless I don't need it. She then said I can have unlimited texts and internet. But I already have it on my price plan!! she then asked me if I texted premium numbers like 800 ones as that's the only other thing she could offer me!!! I was quite offended what she was implying!!! She then said I could make a official complaint on the Vodafone website. Which I said I would so!!
When I went on the website and clicked contact I came up straight away with there call centre number!!!! Why didn't she take my complaint??
Very bad customer service indeed!
Today I had a voice mail from vodafone over a were since I last called! Saying there was a problem please call which I did after half an hour of waiting I finally got through to which I had to explain my situation for the fourth time. She then put me through to credit and refund department. Who explained that the reason is that They took the wrong credit detail in the first place?? They took my sort code and account number and that they should of been asking for the long number and expiry date and pin!!! So its Vodafones error on all counts they wrongly take the money then take the wrong card details, then give me wrong information then wrongly tell me that the moneys going through!!! I then said that that was it I gave him the details AGAIN! And that I want to make an official complaint which he did apologize then said that I would have to call back up and speak to the main customer service again!! I worked in TNTs customer service for over a year and I would never dream of saying to the customer basically that call back because I can't be bothered to help you or put you through to the right person. He did assure me though that when I called back he would have put a note in he system. So I call back after another half hour WAIT!! For the CSR to say I have to wait 10 days for someone to look into this!! It has been over 10 days since my first initial phone call ....... I have been with Vodafone ever since I have had a mobile I've been PAYG and contract and have never had a problem when people told me Vodafone was not a good network I stood by saying it was really good. I stand corrected!! As you are a communications company You have very poor communication skills through out the company!!
I also want to request for a copy of my contract and direct debit agreement terms sent to me by post. I also will be getting in touch with my bank to find out my direct debit terms from them too and my rights. This is unacceptable on every level of service.
22-06-2012 02:41 PM
Firstly, apologies for the difficulties you've had getting this sorted.
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