Due to repeated and ongoing issues, consistent lack of customer service, and repeated broken promises (I would even go as far as saying deliberate lies in some instances), Vodafone finally agreed to release me from contract early if they could not fix the latest issue in a week.
I gave them 3 weeks, to resolve the issue (the issue itself is irrelevant now), which they failed to do so. So we agreed to part company
I checked, and doubled checked. There will be no early termination fees. There will be no hidden charges of any kind. We will email you your final bill (as i will not be able to access My Vodafone as the account will be closed)
Nov 13 I get an email saying my final bill is ready and the amount is almost 4 times my usual amount. To see the details i a, to log on to My Vodafone to download my bill! Which of course i cannot.
After multiple chat and phone calls, including asking me for my bank account details (which i refused to disclose) my final bill is emailed to me. There is a one off fee for about £200, but no explanation of what it is for.
So more time on phone/chat to be told it is an early release fee, as i still had time on my contract. I exploded!
So, early termination fee finally removed, and i requested a revised bill, because i simply do not believe it is sorted. Gentleman refuses to send, stating i will get it in December. I am not prepared to wait until Dec, this has already gone on far too long. If he is not prepared/able to do it, please get someone who can to contact me.
He explains there is no process allowing him to do that. I point out that there is, as it has been done many times before. He still maintains he cannot/will-not
So, yet more calls, and yet more verification processes - I have now asked 3 times if we cannot go down the PIN route, and been told 3 times that there is no PIN on my account, as my account is closed.
Told a new bill with the corrections has been emailed to me, and he will ring back in 30 mins. I ask about what is happening with the money Vodafone now owe me. he asks me how much that is, and I say "it will be on the final bill you have just emailed me, but I have not received that yet!"
Needless to say, 1 hour later i am back on the phone as neither the promised revised bill, nor the promised phone call have materialised.
For verification i am now asked for part of my PIN! So a number of people have stated (verbally or in writing) that there is no PIN on my account - not that they have not been given that option, or anything such as that, but categorically that there is no PIN as my account is closed!
This person states that there is no revised bill being sent, and i am to wait until Dec 12th. At this point i requested a formal complaint be raised about the previous employee who had apparently blatantly lied to me about the actions he had taken.
I have been promised the revised bill tomorrow. But I am pretty confident that i will not hear a thing from Vodafone tomorrow as a) I doubt a formal complaint has actually been raised, and the complaint reference number is probably just made up b) Vodafone have not removed the incorrect charges c) Vodafone will expect me to go through this whole farce again in the middle of December to get another incorrect bill
If you have it in your power to move away from this disaster of a company, then all I can advise you to do is to take it. It really is not worth your time and money having to deal with them
This will be raised with Offcom (following proper process).
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