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In the past week I've had to call Vodafone around 20 times. I have been passed from pillar to post, I've been lied to, I've been promised call backs, I've had advisors make a mockery of your data protections rules, I've been swore at, the most common theme is NO NOTES LEFT ON YOUR ACCOUNT, so I have to start afresh every single time I call you.
Over a week ago my data allowance was completely removed from my plan, I am now being charged at a rate of £6 per 250mb.
I have got through to call centres in South Africa and India who are absolutely horrendous to deal with. I have been told my account will be passed to a super user and if they are unable to fix my issue they will call me back, I've been fobbed off with this around four or five times. Nobody has ever called me back, nobody leaves accurate notes on my account so I have to explain my issue over and over again. I once got though to a English guy via 191 and he refused to acknowledge I had a password on my account!!! When I have used it to confirm data protection around 20 times with Vodafone in the last seven days, also on this paticular call in the background was extremely overbearing SWEARING, noticebably on beginning with F, I really cannot believe this is the way Vodafone conduct themselves.
I managed to get hold of the complaints team in Belfast, the first woman I spoke to promised me that the issue would be sorted out by midnight that night, I have this in writing on a text message that I asked to be sent to me so I have Vodafone's complete incompetence in writing to protect myself further. I also let her know about the call I had previouslu with the extremely bad language and that I wanted it listened to and I haven't heard anything back about that.
I then had to call again the following day as of course my issue still hadn't been sorted and this is by far my worst interaction with Vodafone. Can't remember the guys name, he probably didn't even give his real one anyway. Me and this guy spent around 40 minutes on the phone as he was trying to fix this himself and then I got the classic 'I'm going to have to pass this on to a superuser' knowing I was just been fobbed off i agreed with him that he would call me back at 20:45 if there was wasnt going to be a fix, of course I never got a call back so I had call in myself and chase this up AGAIN, I got through to the same woman who promised me this would be fixed, I had to explain I had been promised a call back and I've had a lengthy chat with her colleague to which she then let me know he had left absolutely no notes on my account!!!!!!!!!!!! This is supposed to a complaints team and it's absolutely shocking how you deal with customers!!
She thentold me she would PASS THIS ON TO THE SUPERUSERS who are not in till tomorrow and they would fix my problem if not I would be contacted, of course the next day came and I still have no data allowance and I received no call. I'm sure if i didn't pay a bill you would be onto me quick enough!!
The next day came and I got though to a to a different guy from this same team. He got my case through to a tech team whilst I was on the line, he came back to me with a supposed fix, told me my data allowance would be back within 5 working days. Apologised for the issues and said my bill next month would be free (which to be honest is the absolute bare minimum) he told me he would correct the data charges on my account, add a 2gb bolt on that he would constantly monitor and refresh so my account charges do not rocket up, this hasn't happened, another lie from Vodafone!
My data allowance returned to me for a couple hours on the app and disappeared again, so I assume this fix hasn't worked.
So as it stands I still have no data allowance, my charges are absolutely sky high and this is causing me massive anxiety because I have to trust you that I'm not going to be charged for this and if I cancel my direct debit you will put a default on my record.
I have absolutely no idea where to go with this, I signed a contract with Unlmited Minutes, Unlimited Texts and 25GB of data.
You are now providing me with Unlimited Minutes, Unlimited texts. You don't seem to want to do anything about it so surely you have broken the terms of the contract.
I noticed Vodafone tops the list of complaints to OFCOM and was fined a few millions pounds this year so im surprised how you still don't seem to want to help people and com across like you don't care abou your customers.
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@BobWildock - I’m disappointed to hear what’s happened.
I’ve sent you a private message with instructions on how to get in touch, so we can look into this further.
