Vodafone Customer Service Literally Break EVERY Promise

[ahodk]

Back in May 2016 I started complaining to Vodafone Customer Services about the coverage in my area. Despite what the coverage maps say, there is actually very poor coverage in the whole town, which is quite a well known issue / joke around here. Nevertheless I was persistent and made complaint after complaint, eventually escalated the issue to the Ombudsman. Vodafone eventually offered me a free SureSignal box, which I could pick up in store. As it turns out that was a loads of rubbish because the store don't hand out them for free (Managers Words). I was eventually forced to buy one online and promised a refund. See below....

Aakash:
If you can pay the amount right now , then I can get this amount back into your bank account within next 3-5 working days
Aakash:
That is the best I can do.
Aakash:
Your money will be back to you within a week in your bank account.
Aakash:
I will make a round off for £70
Aakash:
Yes, you will get this . trust me I will share the reference number also.
Aakash:
Let me work on the refund and trasferring of the amount
Aakash:
The amount transfer request has been done and the reference number is ******
Aakash:
So you can expect the same within next 3-5 days in same credit card account
Aakash:
I personally apologize for all this issue.

3 weeks later, no refund! I complaint to Vodafone Customer Services and the agent tells me to wait another 24 hours, and he promises the money will be in my bank account.

24 hours later, no refund! I complaint to Vodafone Customer Services again and this agent tells me to wait another 3 days and the money will be in my bank account. Plus for the trouble she will add £49 credit to my Vodafone account.

3 days later, I see a random £70 credit to my Vodafone account, and still no credit to my bank account.

The level of incompetence is just incredible!

I have raised yet another formal complaint and put a 14 days deadline on this before I'll escalate this.

I am so incredible furious with Vodafone right now, I intent to have a peaceful protest at Vodafone's expense until this is rectified in full.

[BandOfBrothers]

Hi,

I appreciate how frustrating it is when signal fails, fringe coverage or intermittent connection presents issues.

Did you find out the signal situation when you moved to that area / joined Vodafone or was it fine and then degraded ?

I'm not surprised your unimpressed if an agreement has been reached and not kept to in regards to the Sure Signal.

Just to mention > The Network Checker is in place to give an indication of signal but does not guarantee signal. 

The forum is monitored by Vodafone U.K.

There members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so You know they are officially from Vodafone.
 
All posts are read by them.
 


Hang in there and I'm sure they'll be in touch. 

[ahodk]

It degraded like the network has been for the last 4 years. And the problem with the maps is they aren't even "slightly" accurate, they are WAY OFF.

[AnnS]

Hi @ahodk

You don't mention when the agent promised the refund. You should have received a text confirmation from Vodafone shortly after to let you know the credit had been raised .

Generally, when Vodafone promise a refund, it is given as a bill credit.  If your bill had been produced when the refund was promised, the credit would be on the following months bill.  

It might be worth having a further chat and ask them if the credit has been raised for your next months bill.

[Rahim]

@ahodk I've sent you a private message with details on how to get in touch.

[davyo]

This mirrors exactly what happened to me mate,its an utter joke.Dont trust em,leave em.they will lie to you till the cows come home.

[ahodk]

Yes, I've had the text to confirm the refund, although no money was transferred. Every time they try to refund me, it "fails". But for now I'm playing the game, meanwhile it's costing Vodafone at lot more than my custom is worth to them.

[Rahim]

@ahodk Sorry to hear this. 

Please contact our team directly using the details from the private message I sent previously. 

We'll ensure this is dealt with once you've got in touch. 

[ahodk]

I've contacted you as you suggested. Let's see if you can help resolve this.

3rd - Promised refund within 3 days

20th - Promised refund within 24 hours

21st - Promised refund within 5 days

The next 4 times I've contacted you, you claim it was sent although no money has been received.

Today your customer services agent confirm you've credit the wrong bank account number.

Way to go Vodafone!

[Jenny]

@ahodk – Thanks for letting us know.

If you can get back to us with your email reference number (it will look something like ‘#1547836’), we’ll check we’ve received it.