Vodaphone fall into dark ages

[User0406]

I have had my Vodaphone account for over 10 years now, mostly without any problems, however last year in September i stupidly added my son's pay as you go sim onto my contract. This took 12 days to get switched on as Vodaphone could not seem to get the change over done correctly - 8 phpone calls to customer services later and my son had his £12 pm phone turned on Since this must have confused Vopdaphone by having 3 phones on one account they have repeatedly failed to collect my direct debit. I dont receive any notification, texts or emails saying my bill is due/ overdue. My Bank assures me that there is plenty of money in the account at the time vodaphone usually requests the payment ( 10 years without missing a bill). I have phoned customer services every month that they have failed this request, which has meant me having to pay double bill when it happens, each time they assure me the direct debit is live and they attempt to pass the blame onto my bank, so i set up the dd again ( 5th time now). my assumption that this being completed and checked by both vodaphone cavemen and my Bank Manager a 5th time i go on my daily business assured my bills are taken care of. silly me, i should have known that theres no automation or computers in the stone age and should have checked the payment was sent by Carrier pigeon, maybe 3 or EE shot the pigeon down and i should go to them from now on

PS Vodaphone- im not impressed this is now the 6th time you have done this to me, promisses of a manager phoning me each time to put my mind at rest have yet to take place, your customer service agents have a difficult time enough and dont need their hard work ruined by your false promisses and lack of customer service. I get a service from you which to me is quite expensive nowadays with competitors prices lower than yours, what do i have to do to get you to take a simple direct debit which you have done for over 10 years. What are you going to do about the affects this monumental ##~## up has done to my credit score, Needless to say i have now had enough, and will gladly see you in court with the evidence i have that you are in fact in breach of contract

This is not the stone age, direct debits are easy to set up/ edit , especially ones lasting over a decade. I pay by direct debit because i work long hours away from home and cannot always go online to pay manually

If anyone has similar problems please email me or reply here, i feel its time the consumer took action against incompitence like this

[BandOfBrothers · Accepted solution]

Hello @User0406

From what you write I'm not surprised your upset and frustrated at this.

Vodafone did undergo a billing system platform change last year which did affect some customers. I totally understand you wish to pay by Direct Debit but I think it would be also helpful to mention that there is in the interim other ways to manage your account. How-do-I-pay-my-phone-bill.

If the issue has definitely affected your Credit Score in someway then it maybe beneficial to speak with the Credit File Support Team who are available Mon-Fri 9am-5pm through customer service on 191. They'll either pass you through and or pass your details to that Department. My help guide on this may help further -> Default-on-your-Credit-File-And How-to-add-a-Notice-of-Correction/td-p/2491965

I agree if you've been promised a callback then that should happen.

Things can sometimes go wrong which I'm sure many accept, but then it's ultimately down to how it's put right that then counts ,and instills confidence back into the product and service.

Communication is Key.

This eforum is owned and monitored by Vodafone and as such one of the Tech Team should be along to help officially. 

I wish you all the best.

[Ashenshgar36]

Since renewing my cotract and upgrading my phone at the beginning of the year i have been plagued by vodafones failure to take payments from the direct debit that is set up.The final straw was this month, i had been assured that the payment would go out on or around the 1st October. As you have probably guessed that did not happen. I then had my phone restricted multiple times after being reassured that it would not happen again..! This morning i had to get in contact as the phone had once again been resticted , to only be told that everything was ok at their end and that i needed to swittch off phone and remove the sim etc... Before i even had a chance to do that i got a message to say my service had been switched back on and to make sure my bill is paid on time to avoid any future restrictions... ARRGGGHHHHH.

[Retired-Meg-B]

Hi @Ashenshgar36

I'm sending you a private message to help with this.

Regards, 

Meg-B