Vodafone don't fix problems!

[UKscottUK]

I Currenlty have two vodafone contracts which i have had for the last two years and i have two problems witht them,

I have contacted the customer service line AND the online chat too many times to remember , They do NOT help they tell you what you want to hear and dont fix the problem .

Problem 1

I Decided to cancel one of the contracts which ran out in July of this year , I contacted them by phone and even get a Pac code ( Which did not work in the end ) So i decided forget it just get rid of the number and carry on , A month and a half later the phone is STILL active ! I ring up a few days ago tell the guy to cancel it completely he says Yes it will be sorted and you will recieve £10 credit for your troubles , Days later it is still active.....

Problem 2

On the other contract the one i plan on keeping i decided to upgrade and i got my new phone around May/July , I am yet to pay a Bill for this phone ! I keep ringing them up telling them that i have yet to pay a bill 3months later and keep getting told its sorted you will pay on 10th next month bla bla bla , I Keep checking my bill online it says £0 , Phone is totaly fine and sim is active but obviously i dont want them to suddenly give me a bill for 3months alltogether because i will not be able to afford it. 

Contacted Vodafone so many times and nothing gets done ! They just reassure you...

So i have bassically lost all faith in contacting by phone so i am posting on here.

I have had the two contracts under my name and paying out of my bank account for 2years , There is also multiple accounts when i sign in which maybe the problem as shown below .

[BandOfBrothers]

Hi,

When another network uses the pac code supplied to you via Vodafone this would move your number and automatically  cancel the contract. Did you use it within 30 days of recieving it from Vodafone. Has anyone clarified what went wrong. 

Alternatively 30 days notice must be given to end the contract if not using the pac code is needed or it would turn into a 30 day rolling contract. They just don't end. 

Regarding your contract that's not yet had any payments taken. Am I correct in assuming a Direct Debit has been set up properly. It maybe worth checking with your bank. 

While this is sorted I would suggest to keep putting the money in your account for when Vodafone do take payments. 

As this concerns billing I would also suggest to check yiur credit file via http://www.experian.co.uk just to endure nothing has been reported on it. 

I can only say please perservere with customer service. If using Live Chat retain any transcripts and screen shot the conversation just incase the email containing the transcript glitches. 

[UKscottUK]

Thanks for the reply.

The pac code was used but for somer reason it did not work so the 30days run out and there was nothing i could do about it.

The problem is if i keep telling people from vodafone to cancel it and they dont what else can i possibly do?

Direct debit has been set up i even get them to read it out to me on the phone with no success. 

And thats exacly what i am worried about having a big fee come out of my bank when its not my fault .

Something must be terribly wrong with my account or nobody is listening to me on the phone. 

ty

[drey_p]

Hi there

If the PAC didn't work, you should have requested a new one. If the number isn't ported to a new provider, the PAC expires and the contract continues.  Requesting a PAC doesn't end your contract, the act of porting the number does.

In order to bring a contract to an end, if you don't port your number to another network, you have to give 30 days notice.  So, when you call up to cancel, your contract won't immediately end as you have to see out the notice period. 

[UKscottUK]

Thats helped a little bit .

So your saying the best thing i can do is ring up and get another pac code and hope this one works?

Also is there anyway of deleting all them dead accounts down to just one and one number? I have 3 accounts set up on one log in and this is causing confusion.

ty

[drey_p]

Yeah, if you get a new PAC and use it, the moment your number ports away, it will bring your Vodafone contract to an end.  

I believe that the historic accounts will show there as they are associated with the log in.  However, you may be able to get customer services to delete your online account and then re-register with the current number - that should clear things up for you.

[UKscottUK]

Got a new Pac code been entered been a few days and nothing so far , Really gets pathetic its like they do everything not to make you end your contract,

In terms of the other problem i wont even bother them with it till this is sorted , Customer service really is terrible

[rooneycr200888 · Accepted solution]

HI

i only know sure way to get the fixed and by going over the customer service heads.

What i can advise is to fill out the form which i will leave a link at the bottom with. Its a EU online complaints form that sent online to vodafone head office. If you do someone from the upper complaints departments will contact you within 24hrs normal but can take up to 48hrs. They will correct this error and normally give compensation or a bigger discount for the error if you ask for this as part of your complaint. You can also find the link to the EU complaints on Vodafone site under the complaint section. I have found this to be the best help you can get when you keep getting mugged of by customer service as this complaint goes over their heads and straight to the complaint managers.

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

Best of luck and i assure you this will get the problem fixed by using this method .

Best of look and i hope you get it resolved.

[Retired-LouiseE]

Hi @UKscottUK

If you're still having trouble with your PAC code please call our team on 0333 304 0191 and we'll look into this. 

Louise

[UKscottUK]

I honestly give up with ringing customer service 9/10 the problem does not get fixed , The amount of hours of my time wasted on the phone for nothing is pathetic.