The Vodafone World Traveller Scam and Credit Rating

[Genna]

When my sister was 15 she asked me to take out a contract phone for her - she is now 25 - has always paid the bill on time and we have been loyal customers to Vodafone for 10 years. Vodafone have never actually been that pleasant to us though and all I can say about their customer service is that it is absolutely shocking. Almost 2 years ago now my sister decided to go travelling. So she phoned up Vodafone and asked for the world traveller to be added to the account, she told the person all the places she was visiting and was assured all these places were indeed included in the world traveller (this has since been confirmed to me many many many times). This person was apparently very helpful, probably because they knew we were going to be well and truly screwed over by Vodafone and their billing scam and the fact they like to overcharge people. A fact that has been well publicised recently. So when my sister returned from her few months travelling she was hit with an absolutely extortionate phone bill - 4 zeros on it extortionate. So we phoned vodafone, spoke to an advisor who assured us that this had all been a horrible misunderstanding and it would be resolved he was just going to do something really SIMPLE and have the bill "recalculated" and someone would contact us soon. Nothing happened so later that week we phoned again and were told that the previous advisor hadn't done this correctly but this advisor was going to get the bill "recalculated". He also advised my sister to cancel the direct debit and not pay vodafone anything until this was resolved, my sister was worried that doing anything like this would negatively impact on a credit rating (my credit rating) but the advisor assured her this was not the case. So she followed his advice. A year and a half down the line I'm no further forward with vodafone. Everytime I phone I get told the same thing - that the bill needs to be "recalculated properly. My sister has been paying the monthly bill just not the amount in dispute. At one point I or my sister were phoning Vodafone every single day asking to speak to managers and constantly being told by incompetent staff that that was not possible all because they are trying to cover up Vodafones scamming. so despite all my attempts to resolve this Vodafone decided to add insult to injury by claiming my account was defaulted without even as much as anything in writing once over the past year and a half about the bill. When I found out about it I was actually at a mortgage advisor and my decent credit rating had been obliterated. I've always been the sort of person not to get into debt and watch my money so this was beyond shocking to me especially since I'd had assurances from more than one advisor at vodafone on multiple occassions that this would not happen. I've spent the best part of the last few months trying to resolve this with Vodafone but they clearly aren't intertested. I've even sent multiple emails to the CEO who does not respond to me. I have even contacted the Vodafone Ombudsman (who I thought was meant to be impartial but is obviously also in Vodafones pocket because they don't care either. So this is my last resort to getting this sorted and also making other people aware of all the sneaky tactics Vodafone will use just to get you off the phone. If I had a pound for everytime I heard the phrase "I'm going to get your bill recalculated this time as the last advisor didn't do it correctly" I'd actually be able to pay the original bill. But why should I have to pay for Vodafones mistakes, they are very very clearly overcharging people and doing whatever they can to force people to pay for it. I just want my situation resolved and want this to be loked at by Vodafone management for all the other customers who are facing the same. Get it sorted Vodafone!!

[Gemma]

@Genna - I’m disappointed to hear what’s happened and I’m sorry for how long it’s been ongoing for.

We can check the charges and one of the credit specialists in my team can also look into your credit rating.

Please send us your details by following the instructions in this private message.

[Genna]

Once again Vodafone just tell customers lies because they think that is the way to get rid of them and stop them complaining. Unfortunately for them I am now wise to the tactics they use. I have just received an email from Will in the SOCIAL MEDIA team not the credit specialist that Gemma said would be in touch or even a manager (as I feel that is who should be dealing with it at this stage). In this email I was told that I have received a final letter from Vodafonea customer relations team to my email address. I have never received such an email. I double checked I even had my sister check her account. No email from Vodafone with a final letter. I also feel that if a final letter was sent why would this be done via email and not sent out to me given the volume of communication with Vodafone from my end. Absolutely shocking. Well done Vodafone for making me trust you even less than I already did. 

[Tash]

I'm sorry to see that you feel this way @Genna.

I've checked the email address registered to your Community account and can confirm that our dedicated Credit File team have recieved your latest email.

They'll be in touch as soon as possible to get to the bottom of this for you.

[Genna]

It has now been over 2 weeks since your first correspondence with me on this community page (09/06). In this time period, this issue has advanced as far as confirming the email address on the account in question. Since your last email (16/06), I've sent an email every day requesting a progress update only for there to be no reply. I have however received multiple customer service surveys which would make me believe the advisor has simply closed or ignored the case.
Does this seem like an acceptable level of customer service? Or am I being entirely unreasonable?
I've had to put my life on hold for something that Vodafone admitted as their fault and the additional stress of a potential large debt (if not settled by Vodafone) is having an adverse effect on my health.
ACTIONS
1) I require someone from vodafone, within whichever team necessary, to take ownership of this case as it is clear there is currently no intention to resolve it any time soon.
2) i require acknowledgement from vodafone, in writing, that the outstanding bill is not my wrongdoing. I don't feel I should be in the position of having to prove my innocence when the case notes show advisors agreeing the final bill is wrong.
3) I require a date whereby this case will be fully resolved as the generic line "your bill will be recalculated" is simply not good enough. In the modern day, It is beyond me how a bill recalculation can take any longer than a business week.
4) I require to be updated daily by Vodafone on the progress of this case. The preferred method of this would be a dedicated phone number and case reference that I can provide so that I don't have to explain the situation to the Nth advisor.

[Tash]

@Genna I'm sorry to see this is ongoing and apologies for the experience that you've had.

I can confirm the team have received your latest email and will be in touch to help as soon as possible. 

Please keep us updated on this.