Complaint - Won't let me return phone for over a year!

[Rosarch]

Hi, 

march 2016 I went onto live chat to get a deal to upgrade to an iPhone 6s I wasn't impressed by their deals but halfway through a chat they mentioned a deal that fitted my budget so I agreed.

I later realised that they had given me a deal on an iPhone 6 not 6s so when it was delivered I left it sealed and tried to arrange a return as was well within 14 day ofcom cooling off period. I was told they sent a return pack to me to return. A week passed and nothing... so I contacted Vodafone and was told that something went wrong and was not completed and they would send another. 

Again I waited and again Nothing!... so I again contacted and was told the same thing. 

This repeated multiple times and I was told I would no longer be billed while the issue was unresolved. I got caught up with my 4th yr honours degree which I have just finished so did not contact for a few months and looked back over my bank statements only to realise I am still paying for the unused contract!!!!!!!!!!.

On Friday I filled out the complaint form online. I was called and told a manual collection would be arranged for Monday and once the phone was in their possession I would be refunded the excess payments within 5 working days. 

Today (Monday) I waited in for the collector and went on live chat to see when to expect them. I was told that the order was incomplete? And that he would resolve this and send me a confirmation email. It's an hour later now and I have received no email or collection?!?!!!

What is going on here!!!

What should I do? 

Is vodafone scamming me?

[wwhyte92]

Hi Rosarch,

That sounds like a ridiculous situation to me. Can I ask whether you lodged an official complaint (via email or call) when you were first attempting to get the issue resolved?

If complaints aren't resolved in a timely manner (within 8 weeks), you have the right to refer the complaint to the Ombudsman who act as an independent officiary and will look at all the evidence and get a resolution sorted. See the below Vodafone web address for some details on this.

https://www.vodafone.co.uk/vodafone-uk/complaints/

Hopefully one of the better customer service representatives will pick up your ongoing complaint and get it sorted for before it gets to that though. I would strongly advise you get as much communication as you possibly can between yourself and Vodafone in writing/email so you can use it as evidence. This includes any times you go on Live Chat, make sure you tick the box to have a copy of the transcript emailed to you.

[Rosarch]

I thought i had lauched an official complaint but i can't find it.  I lodged another one on Friday past so will have to wait another 8 weeks.

I've been trying this for over a year now and have had contact with many customer services members so have lost all faith in their customer service team.  They just tell me what I want to hear that it's sorted then nothing happens again and again.

Thanks for reminding me that I need to log all me details - I'll need to make sure I do this - cheers

[Jenny]

@Rosarch – I’m disappointed to hear what’s happened and the time it’s taking to get resolved.

I’ve sent you a private message with instructions on how to get in touch. Once we’ve got your details, we’ll be able to get everything sorted.

[Rosarch]

Ok i've done that

[Alex]

@Rosarch I've check our inbox and can't see an email from the registered email address on your Community account. 

Once you've contacted us, you'll receive an automated email saying we've had it - this will contain a unique reference number which looks like [#12334456]. Please let us know this number and we'll chase it up.

If you haven't received an email like this from us, we won't have received yours - please try to submit the form again. :smileyhappy:

[Rosarch]

Ok I've been through process again using the code a further 2 times both times getting to the "Thank you for your email, we'll be in touch" screen but no confirmation email has been recieved.

I've also checked that my email adress matches on my vodafone account and my forum account.

[Tash]

Thanks for updating us @Rosarch.

Please ensure the automated email response hasn't been sent to any spam or junk folders.

If you're unable to locate the response, please try the following steps:

• Clear your cache and cookies on the device you're using.
• Try a different device or send your email using a different web browser.
• Try an alternative email address.
• Manually type your email address into the box when prompted, rather than copy and paste and also include the routing code.
• Ensure your message is under 2500 characters.

After trying these steps, please follow the details sent in the private message.

Please update us with how you get on, along with the reference number once you receive this

[Rosarch]

I went to my local store and was informed my issue was taken up by customer relations but I never heard from them they also gave me my customer relations reference. I'm waiting for a refund to clear now as my local store helped me to return the phone through them as there was clearly an issue with return packs and manual collections not turning up. 

I had tried to return in store last year at the beginning of this issue but was given no help in store and told there was nothing they could do to help me. 

I have since been called by the specialist care team to go through the process of leaving vodafone and to refund the money taken from my account over the past year.

I have been told this will be completed by the end of the weekm, however, until I see the refund in my bank account I will not close my complaint with customer relations.

[Tash]

@Rosarch So we can chase this up for you, please email us through the steps provided in my previous post. 

Once we receive your details, we'll be in touch to help.