How to complain

[johnvoe]

Who to contact to get any sensible response from Vodafone. Tried normal channels, fobbed off, and same hopeless customer service. PLEASE can someone tell me how to communicate with these useless people. Presently being chased by debt recovery people for a contract my daughter canx in July. Had to pay £88 just to get them off our backs yet Vodafone confirms contract canx, next month another bill arrives for a phone I no longer have or use. Hours spent on the phone getting no-where.
Current phone has direct debit set up yet Vodaphone can't get it to work - turns out they are migrating to a new accouts system they tell me today meantime messages each month threatening to cut off my phone because I haven't paid my bill. My bank confirms no problems with my account and says I'm not the only one locally with this problem - always down to Vodaphone who don't seem to be able to sort these things out.
so each month I have to spend a useless hour on the phone to pay by credit card. Oh and by the way that's on my BT landline because, you know what, for my £42 monthly contract I have to drive 3 miles down the road to get any kind of a Vodaphone signal. The response to this appalling service is to buy a Sure signal box or you had 14 days to cancel your contract if you weren't happy with the signal. Ah difficult when phone bought and Vodafone contract set up from overseas so by the time it arrived with me as a birthday present it was well past the 14 day change your mind period!
Is there no place for the small man or is that customer to have his voice heard these days or do we just have to sit quiet and put up with this shocking service.

[BandOfBrothers · Accepted solution]

Hi,

I understand what your saying about the Networks 14 Day Cooling Off period and the circumstances that the contract was opened. However it is the customers responsibility to check that signal and data speeds are ok where they Live, Work and Commute. This can be achieved in a few different ways. The Network provides an online network checker that gives an indication only of expected coverage.

A person can try out a Payg SIM card before committing to a contract. A person can ask friends or neighbours in the area what Network they are using and what results they have on that particular network. 

Someone must have taken receipt of the phone and Sim Card in the Uk for you ,and as such with hindsight could have tried out the SIM card in the area you were going to stay. Or a Payg SIM card. 

I understand that some of these may not apply due to yiu being not in the uk but I woukd always suggest carrying out as much homework on the Network before committing to a long contract that carries these types of Monthly Costs.  

Vodafone in my opinion in this case cannot be held at fault regarding signal where you choose to use their Services.

They also cover signal coverage in their T&C. 

Vodafone have launched Calling Over WiFi which is currently available on certain Tariffs and the two new recently launched iPhones but are looking to release it for the Samsung s6 and 6 Edge and hopefully soon to more handsets that are compatible.

Vodafone's Code of Practice can be found here

This link holds all relevant contact avenues , timeframes Vodafone deal with raised issues and a person can write to the address at the foot of the forum which I would recommend sending as Recorded Delivery. 

As the situation escalated to Debt Collection Company it would be advisable to check your Credit File to check if a Default has been placed on it which could affect any future finance etc for a period of 6 Years from the default date. Http://www.experian.co.uk offer a free Online Trial.

If a Default has been placed and you feel that it is incorrect then you would need to contact customer services and ask to speak to the Collections Department and ask them to investigate as they have the authority to remove a default. 

Tip if you do have a Default. 

While Vodafone investigate. 

You can decide to put a ‘Notice of Correction’ on your Credit File with the three Credit Reference Agencies Callcredit, Equifax and Experian.

It is Free to do this.

Initiate Contact each Agency and fully inform them of the issue.

Then they should ask you to put it in writing to them, and then within 28 days of receipt of your letter (Top Tip: Send the letters as Recorded Delivery) your file will be updated so others performing a Credit Search can see why the default was applied.

The addresses of the Credit Reference Agencies are:

Equifax Ltd
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
0844 335 0550
*
Callcredit Plc
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
0870 060 1414

*
Experian Ltd
Customer Support Centre
PO Box 8000
Nottingham
NG80 7WF
0844 481 8000

[Knabila]

Hi there,!
I think I am currently facing the same problem as you have. I have been offered 12GB data package and after some days I decided to cancel and continue with my previous 3 GB plan. I called the customer service and specifically told them to return to my previous offer as the latter one is very expensive 47 pound a month. So I wanted to keep my old 37 pound package. They have confirmed me with a text message that I have got my previous plan. I was relived. Yesterday I was checking my bill for this month and found out that they have not cancelled 12GB package and I was paying that for the whole month. Total I got 62.77 pound bill. I called the customer service and they informed me it was not being cancelled. I was amazed and I asked him then why I was sent a confirmation text confirming me that I had got my previous plan back. They could not answer my question. Moreover, the senior officer which the call was transferred did not receive the call hence the call was directed to the previous handler. This is really stupid and annoying. I was very annoyed. I am still not sure whether I got the previous plan back or not. I am not sure whether I should trust them or not. They confirm you with a text and the other moment you find out it is totally a hoax.
I wanted to file a complaint but did not know where to put my complain. So I am writing in here.
I do agree with you in the end, will my voice be heard?

[AnnS]

Hi @Knabila

When you change your tariff, the change is made almost immediately usually kicking in at midnight the same day and this will be reflected on your following months bill.

If your bill for this month had already been generated after the tariff change, this cannot be changed.  When your following months bill has been produced, you should be able to see the price plan reverted back to the plan prior to the tariff change and the price changed accordingly. Vodafone should also give a billing credit for excess line rental paid in advance for the tariff change.

You would also have some pro ratered billing for the period due to the tariff change and reverting back to your original tariff which will make the bill higher than expected.  You need to check the dates you have been billed for the month.

The My Vodafone application will show the tariff you are on and the change should also show on your online account.

We can't see your bill and any pro ratered charges or billing dates.  If you need any further clarification, live chat are pretty good at account specific questions and should be able to give the confirmation you need.

If you find you are going round in circles with live chat, please come back to the forum.

[Colleen]

@Knabila As advised by @AnnS our Live Chat team will be happy to look into this for you. 

If you need any further help once you've spoken with them, please let us know. 

[Knabila]

Hi AnnS

I have looked into the bill in My Account before. I know about the tariff and the changes. But I think you have misunderstood my question. I wanted to know why they have not stopped the 12 GB package even though I have clearly instructed them and got confirmation. But my last call to the customer service confirmed me that I was still on 12 GB package. And it was not stopped and changed back to my previous 3 GB plan like I asked them to. They do not even answer why it happened. I think the guy was puzzled as I was after knowing that I got a confirmation text that 3 GB package was on whereas it clearly was not the case. He said I was still on the 12 GB package and it was not changed to 3 GB. He also said he could see my request of changing the package was there but they did not change it. I am even not sure which package I am still on. Cause they say one thing and I check online it is the opposite.

[Becca_P]

@Knabila 

Have you spoken to our Live Chat team as @Colleen suggested? If so, let us know what they've said.