Billing errors and poor customer service.

[longdog]

I am a customer of 20 years and have run out of patience trying to get a correct bill. I renewed my contract 6 months ago and since then I have been overcharged every month.I call or live chat, and every month the customer service agent agrees that there is an error, credits my account and says that the issue has been resolved - I have lost count of how many hours I have spent going through this tedium. I visited a store only to be told they didn't have the authority to resolve my problem (they only seem interested in selling contracts) How can I get in touch with someone that can actually resolve my problem before I move to the ombudsman?

[BandOfBrothers]

Hi @longdog

I understand why you'd be unimpressed with this. 

The Vodafone Highstreet Store is there to sell contracts phones, accessories and perform sim swaps but really deal with Account issues. 

Customer service via phone or Live Chat are and I appreciate from your post you've gone down that route.

Vodafone have a Code of Practice Link >  Code of Practice.

Alternatively, The forum is owned and also monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so You know they are officially from Vodafone.
 
All posts are read by them.
 


Hang in there and I'm sure they'll be in touch. 

[longdog]

Hi BandOfBrothers

Thanks for the advice - will try the 'dedicated' complaints team but not holding my breath.....

[Carly]

@longdog

Sorry to hear about the issues you've been experiencing with your bills.

I've sent you a private message containing details on how to get in touch with us, please follow these steps so we can help.

[longdog]

H Carly - form completed.

Thanks

[Carly]

@longdog

Thanks for letting me know.

Upon completion of the email you should've received an automated reply with a reference number, please keep hold of this in case you need to speak with us about this issue.

[longdog]

Oh - didn't get or take note of a reference number. Should I go through the process again?

[Rahim]

@longdog I've checked our inbox however couldn't see any emails from yourself via the email address registered within your profile. 

Please follow the instructions from the private message in which @Carly previously sent. 

If you have any issues completing the form, please clear your cache and cookies and try an alternative web browser. 

[longdog]

I've followed your instructions and filled out the form twice now and guess what - no response.........

Still can't resolve this months bill - thanks for the false hope. I'll go down the official complaints route.

[Tash]

@longdog I've checked this again for you and have been unable to locate an email through the address registered to your profile.

Are you able to try an alternative email address? Please also check your spam and junk folders for any responses from the team.