Contract Issues - Finally had enough!

[ABrady]

Hi,

Been a Vodafone customer for over 10 years and finally after years of false promises and lies and lots of errors I finally thought someone was willing to look into my problems over the last 2 and a half years. I then get a voicemail 4 days after the 7 days I was told to wait for the investigation only to be told that Vodafone now can't discuss the account with me and that it's got to go to the ombudsman.

So basically Vodafone don't want to help a customer who has not had a single bill correct for 2+ years they just want to get rid of the problem so I now have to try and find time to go to the ombudsman with absolutely no physical information about my account as they won't release any notes or phonecalls to me.

Very disappointed, all I want is my account investigating and resolved, upgraded 3 months ago and feel totally misled and effectively screwed over. Is there anyway that I can actually get Vodafone to admit they have made mistakes and resolve them?! Over 2 years of problems and it's been made pretty clear that Vodafone don't want to be of any help at all.

How a company can get away with taking money out of my account after agreeing that no money will be taken and then saying that it's my fault is shocking. You waited for a day after my 30 day cooling off period to screw my bill up again so I am now stuck with the contract for another 2 years. I work full time with 2 small children but I spend most of my free time on hold to numerous Vodafone departments explains myself to each person as notes are either not made or people don't want to read them. All I want is it resolved and fixed so I can just pay my agreed monthly payment and not have to call up every single month with the bill being incorrect!

Be lovely if someone on here could try and help,

Thanks

Andy

[BandOfBrothers]

@ABrady

Can you let the social media team here catch up with your post and if it's within their remit after looking at your case they'll engage with you.

Usually it's the customer themselves that engage with the communications omsbudsman so at that point Vodafone have to let it run it's course with the omsbudsman.

Not heard of Vodafone advising to bring in the omsbudsman unless they can't help further and issue a deadlock letter. 

As for your account for £10 You can request a Subject to access form to Vodafone. 

Subject to access form.

[ABrady]

Thanks for the quick reply, I wanted them to look at my account as it has been 2 years or more of misery. I said I didn't want to go to the ombudsman and wanted Vodafone to try and help. All I got on the phone earlier was that a deadlock has been issued? Get the feeling that Vodafone just don't want to help but I don't want to go to ombudsman or have time to! Just want my contract to be as agreed and it's not been for as long as I can remember.

[BandOfBrothers]

You're welcome. 

So you've not requested a Deadlock letter at any stage from the sounds of it. 

As I mentioned please let the Vodafone Social Media Team here catch up with your post.

[wwhyte92]

Hi ABrady,

If Vodafone are pushing you into Deadlock and therefore towards the Ombudsman, I would strongly advise you put in a request for all the information on your account (including records of calls to customer services) be summarised and sent to you whcih can be done by following the below link. You mentioned that you don't have any paper records yourself so this would give you that evidence that will likely be key to getting this resolved.

As mentioned above, there is a £10 charge for this (which in my personal opinion should be waived if it turns out you were right, but that is beside the point for now) but if it proves your case to the Ombudsman it could well be money well spent. Otherwise it is very much your word against Vodafones.

http://www.vodafone.co.uk/cs/groups/configfiles/documents/contentdocuments/vftst042750.pdf

Just to be aware, Vodafone does have 40 days from receipt of the application/payment to provide you with the records. And the form does stipulate the any recorded calls are likely to have been deleted after 60 days. Nevertheless, it would give all notes on your account and I believe all billing information in a format that you can keep.

Hope this helps!

[Jenny]

@ABrady – I’m disappointed to hear what’s happened.

 So we can look into everything fully, I’ve sent you a private message with instructions on how to get in touch.