Incompetent, rude and terrible customer services

[Gwilymsion]

A new mobile customer a new contract and I’ve had nothing but a series of problems. Vodafone are unable to manage the simplest of things, direct debits, customer name, raising complaints, dealing with complaints. Going round and around in a circle- resolution team are extreamly rude and unprofessional. The worst customer service I’ve ever experienced anywhere - complaints can’t be lodged , staff lie to you saying that it’s on the system and they’ll call you back when you learn days later that a complaint was not raised at all and then nothing’s done about it. You eventually get through to another person and they say there are nothing at all revised on your account - that’s really handy when you’ve told them that you want copys of all rude conversations and transcripts to produce as evidence to Ombudsmen. 

30 days termination notice given. Can’t wait to leave this awful company.

[bedstuy]

As I stated, I spent months trying to resolve this problem, and followed the baroque and contradictory instructions of Vodafone staff about how to get help. I come here out of exasperation, and in solidarity with other customers who’ve been mistreated by the company.  I suggest Vodafone use its resources, not to contradict people on this forum, but to serve their customers. 

[JohnJ]

Hi all,

I'm very shocked to hear of the service that you've both received, this isn't the service we aim to offer and can understand your frustration about that. 

Can you please provide us more information as to what has happened?

@donnyguy You're absolutely correct in your advice about the complaint process

If you've raised a complaint previously you should of received a complaint reference number, can you confirm that you both did ?

If not can you remember the date you made the complaint to us? (The Ombudsman Services will also request this information)

Once a complaint has been risen with us, you have to give us the chance to put things right for you and allow us 8 weeks to do this.

We'd be be more than happy to look into this for you, however it would result in you having to follow the steps in the links already provided by @Alex and @Gemma.

If we can't come to a resolution with you, we'll declare a stage of Deadlock and a letter will be sent to you, which will allow you to approach The Ombudsman Service before the 8 weeks has expired.

We want to help you and find out what's gone wrong so we can prevent anything like this happening to any other customers 

[Gwilymsion]

8 weeks to resolve a complaint  is too long for a 4 week notice of termination.

i was never given a complaint reference no. Your own systems should tell you when I called/raised a complaint. I have my own records of those to furnish the ombudsman with. Thank you

[JohnJ]

@Gwilymsion I'm sorry to hear that you want to leave us, we never like to hear that any customer is less than satisfied with the service received  

We're unable to access your account with out you passing security with us and can not see any information with out you doing so.

This is a legal requirement under the Data Protection Act 1998 (c29), The Ombudsman Services will also ask for this information from you, so if you don't know the date it might be best to find out. 

Also the 8 week time period is set by OFCOM and is standard for all complaints in the communications sector - this isn't an exact time frame and could be resolved with co-operation at lot sooner.  

However just to manage your expectations, the timescales for The Ombudsman Service investigation will be a lot longer than 8 weeks to investigate and implement the remerdys, if any.

Please let us know if you change your mind and we'll be happy to look into everything with a fresh pair of eyes 

[bedstuy]

I've given up complaining to Vodafone - I only want to leave the company, but this has been impossible so far. My first PAC code wouldn't work. When I tried to get a new one I was told I had to wait until it expired (``my hands are tied'' the woman told me. When I asked to speak to her manager, she said she wouldn't waste his time with a futile enquiry.) I called today for the new code. It took three calls to the customer service number (first two times it wouldn't register what I entered on keypad) Third call (from same phone) worked. I waited 30 minutes, asked for code. Two hours later, no code. I called again and now I have the code, although I had to listen repeatedly - despite my gentle protests - to scripted entreaties that I ``consider my other options'' rather than quit the company. Fingers crossed, tomorrow I can finally be free! 

[JohnJ]

@bedstuy Sorry to hear you're leaving, have you responded to private message @Alex sent you ?

We'll be able to sort this straight away for you as long as we've passed security with you 

[bedstuy]

As I explained in my last messages, I have spent months trying to sort this out with the ``help'' of vodafone staff, and I no longer want to have long, futile conversations with your company. I've also made it clear to Vodafone -- on the phone, by email, and in my complaint -- that I want you to stop callling me. In spite of that, I have since received more than a dozen calls from you -- including from your sales department 30 mins ago, even after I've left Vodafone. Do I have to get a new number to stop getting calls from you?

[John]

@bedstuy I appreciate how frustrating this can be. We really would like to help you further.
If you change your mind, please follow the instructions provided by @Alex in your private message inbox - this will send an email to our dedicated team.

If you're still a Vodafone customer, you can text 'STOP' to 9774 to opt out of Marketing calls and texts - it's important to note that this can sometimes take up to 30 working days to be applied.

We'll also be able to update your Marketing preferences once we receive your email 

[tjgray2011]

I can only agree with the folk who find Vodafone customer services maddeningly patronising and ineffective in logging, dealing with or resolving complaints.  "Is there anything else I can help you with"? (When they havn't, and have merely wasted a further hour of your life). The most frustrating thing is that personally, they are people of good intent who actually wish to help - but almost all of their responses are moderated, controlled and monitored by an Orwellian oversight from managers who insist they adhere to Data Protection protocols, scripted responses (such as the one above) and web links to FAQ "solutions" that do not address your complaint.  Luckily, there is a very simple answer:-

COMPLAIN IN WRITING , REGISTER THE LETTER, THEN ESCALATE THROUGH THE OMBUDSMAN

I did this previously, received hundreds of pounds in compensation and a written apology. Job done.

[Gwilymsion]

@tjgray2011 perfect advice. Thanks so much for sharing your experience with the ombudsman - I’ll do just that, not for the compo, just to actually have an acknowledgement and apology for seriously poor account mismanagement and lack of customer service.