03-03-2012 12:59 PM
Today I am contracting Trading Standards, Adverstising Standards, and BBC's Watchdog over the disgrace that was Vodafones promise of £59 cashback in November 2011 for pre-ordering the iphone 4. I've had enough of contacting Vodafone over this. I have wasted countless hours of my time phoning Vodafone only to be promised every time that it's been taken of and i'll see the money on my account within 24 hours. I even have a text message telling me my account has been credited. I have been to my local store, I have tried emailing, but most often I've called over and over again and I have not received a penny. Has anyone actually received their money? I personally don't know of anyone. How about any compensation for the time spent on this? I do not believe there is any point in trying to pursue this further with Vodafone which is why I am alerting the authorities. I hope others do the same, maybe then something will change.
03-03-2012 03:55 PM
Many thanks for getting in touch regarding not receiving the credit.
You don’t need to worry as we can get this added to your account once we have taken a look at your account and verified that the order was made within the eligibility period.
So we can do this I have sent you a PM with details on how to get in touch with our team directly, please follow these instructions and one of our team will be able to speak with you directly and get everything resolved for you.
You can find your PM inbox here.
03-03-2012 07:45 PM
I understand your frustrations and why you have this impression however, you will see on the eForum that we have dealt with this query for other users and got the credits applied.
Unfortunately as your Vodafone account is not linked to your Vodafone eForum account we are unable to get this sorted without your details being sent by following the instructions on the PM provided.
04-03-2012 03:13 PM
I've received a phone call today telling me the £59 has been applied to my account. I will have no proof of this until I see March's statement. When I see my next statement I will still be complaining to the afformentioned authorities as this should never have happened. I should never have had to chase this payment for 4/5 months, I have not been offered an apology or any compensation for the time and hassle caused by Vodafone. It's a disgusting way to treat customers. Hopefully the money has been applied to my account but I've heard it all before so I will wait until I have proof.
06-03-2012 01:01 PM
I also had this problem when I upgraded my phone when the £59 cash back offer was on, I upgraded whilst the £59 offer was on to a Iphone 4s, but got a E-mail days later to say my order was canceled due to a Technical Fault, and to re-order, so i did.
I Phones C/S that day I got the E-mail and spoke to them and they assured me this would be applied automatically but still never did, so when I passed my local store a few months back I poped in and asked (cos am sure some of the C/S team just fob ya off!!) and they said the offer prob wouldn't be applied with it been re-ordered and that there was nothing that could be done unless I called C/S and spoke directly to them. So i just gave up all hope of it!
07-03-2012 04:21 PM
Thank you for your post and it is great to see you.
We should be able to see both orders including the cancelled one, so we can check this please follow the instructions in the Private Message I have sent to you and we will be in touch.
You can find your PM inbox here.
09-03-2012 03:37 PM
10-03-2012 11:43 AM
Many thanks for your post. I'm certain we can help you out
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.
11-03-2012 11:38 AM
I was also in your position with the £59 - I was told again and again it would be added to the next months bill. It never was.
As this went on, I kept asking Vodafone for a credit for the inconvenience of calling them and the extra interest I would get charged on the £59 taken out of my bank account. They gave me £5 a month which isn't a lot, but better than a kick in the teeth.
Eventually I just said please add it to my account whilst I am on the phone. I knew they could do this, but they did not want to because there was the possibility that it would also get added when the bill was generated, so I would get it twice. I quite easily convinced them that becuase it has not got added the last three times when they said it would be, it would not be added the 4th. So they added it on my bill there and then on the phone, and it showed up on my balance immedaitely. Of course it did not get added again when the bill was generated. Noone's actually got added when the bill was generated...
27-03-2012 01:54 PM
Looks like I have been on the entire same journey as you. Countless wasted hours on emails and calls. Vodafone have consistently lied to me over numerous month including emails and text messages saying the credit has been applied. The icing on the cake however has got to be the £59 reservation CHARGE they decided to add on instead of crediting me this month - my bill was £109!!!! Absolutely disgraceful. Like you I have now forwarded all correspondence, including the 'confirmation' emails and copy of the bill with the additional charge to the communications ombudsman services and ofcom. I literally can't beleive the lack of Customer Service displayed - I can barely even read some of the responses I get, they have such poor grammar.
I'll leave you with this quote from their Corporate Responsibility web page,
"We’re committed to clear and straightforward pricing and marketing – so that customers always know what they’ll pay when they use our products and services at home or abroad." - I sure didnt know I'd be paying that £59 charge!
If anyone from Vodafone would like to bother looking at this case, it's number #7555978
28-03-2012 01:38 PM
Thank you for your post and bringing this to our attention.
I can see the details from the e-mail reference, however as it's assigned to a different area of the business I can't see all of the information and I'm unable to transfer it to our inbox.
I've sent a private message to you, if you follow the details in there of how to contact us directly we'll be sure to pick this up for you.
20-05-2012 06:15 PM
Billing credit since October, the guy in my store said it would be credited in January but still haven't had any joy an it's may now :/.
22-05-2012 01:20 PM
Many thanks for your post regarding the £59 bill credit you've been expecting. We'll need to take a look at your account to investigate further, so I've sent you a PM which you can find here.
Simply follow the instructions contained in the PM and one of the team will be in touch as soon as possible.
30-05-2012 02:08 PM
Happy to have a look and see what's going on.
I've checked the email address that you have registered on the eForum and I cannot see any email on our system matching that address, either in the email history or awaiting a response.
Did you contact us from a different address or quote a different one on the contact us form? If so, if you update the eForum profile and let us know that you've done this, then we'll track it down that way.
Also, if you received a confirmation of receipt then this would have included a reference number at the end of the subject line. If you can quote this we'll be able to use this to search further. If the system has missed an email when searching, then this code will help us track that down.
If not, please resend the details and we'll get onto that for you. Pleas ensure you include the exact code in the subject line to route the email to our queue.