Complaint

[Danpearson123]

Help!

I submitted a complaint about 6 weeks ago to Vodafone after they essentially lied to me when I switched to them by saying I could take my number over but when I signed up they said they couldn’t because it was virgin media. When I raised it with customer services the advisor said (unbelievably!!) ‘the sales team will say anything to get a sale’. I’ve put in a formal complaint but haven’t heard anything since. I have phoned a few times and they just say ‘the relevant team is investigating’ and don’t give any timeline for getting back to me when I ask. Surely they have to give a timeframe and talk to me about my complaint? Has anyone else had this experience; I’m tearing my hair out with lack of info and their refusal to engage. I’ve looked their complaints policy and it says that they get back to you initially within 48 hours but 6 weeks means they are way outside of that!!!!

[BandOfBrothers]

Hi @Danpearson123

Saying anything to get a sale with most undoubtedly come back to bite anyone on the bum !

Perhaps let the Vodafone Social Media Team here catch up with your post.

[AnnS]

Hi @Danpearson123

The only thing that should affect being able to keep the same number is down to whether Openreach can use the existing line.  If you were previously a Virgin Media customer, the only thing Vodafone can't do is to cancel your Broadband and Phone Services on your behalf, Virgin Media should not affect retaining the same number, 

If you completed the form requesting to use your existing line and keep the same number and this was not possible, this should have been mentioned before installation.

[JimboAccy]

Hi

Ive also submitted an online complaint to Vodafone - it quite clearly states on the complaints page :

Simply fill in our easy-to-use form to send your complaint by email.

If you're unhappy and want to make a complaint, simply complete our online form and we'll get back to you within 48 hours.

Its been far longer that 48 hours and no response or acknowledgement whatsoever.  How do you complain about a complaint being ignored?  Seriously bad service ever since signing up on the 20th September but I will persist....

Jimbo

[Tash]

@Danpearson123 @JimboAccy I'm sorry to hear you'd wish to raise a complaint with us.

So we can help to resolve any queries you may have, I've sent you a private message with details to contact our team. We'll then be in touch to discuss this further.

[JimboAccy]

I dont wish to raise a complaint, I already have and have heard nothing.

Am I being thick?  Cant see any PMs in my private messages.  Yet again 27.5Mbps today... Not had my guaranteed 40mbps apart from the first few days my broadband was activated which was done on the 18th October after a delay from the original date of the 13th (speed appears to keep dropping every day by 3/4Mbps).  Bet youve taken the direct debit from my account though for a service I am not getting nor able to use....  Fantastic Vodafone, fantastic.

Jimbo

[Danpearson123]

Agreed - 1 ) I have received no private message; 2) I have already registered a complaint, 3) The issue is not identfying how to contact your teams; it is your team actually responding to complaints within the timeframe that YOU outline!

[JimboAccy]

STILL no PM lol - if you dont laugh you'll slit ya wrists with this lot...

Jimbo

[Andy2513]

this is a bit like me waiting on call back from them im about to esculate to a formal complaint but reading this im not holding my breath on a response from vodafone........

[Alex]

@JimboAccy @Danpearson123 Apologies that a private message wasn't previously sent. I've just sent this through to you both now.