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extremely poor customer service

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2: Seeker

I am extremely disappointed with Vodafones lack of customer service. With absolutely no regard for consumer satisfaction, they have ignored my pleas for help in dealing with a very serious issue and have robbed me of almost 100 pounds. 

 

At first I was misold a SIM only package, as I had my own phone through the carphone warehouse. Through fault of theirs and also VODAFONE, my SIM card was set up incorrectly. I was sold a package that for the first two months had unlimited data and 500 minutes worth of calls, plus unlimited texts. Within 4 days of usage of my new SIM I phoned VODAFONE customer service with the intention of changing my account details as I had recently changed banks. Unbeknown to myself, the call handler suggested I had wayward charges of an extreme amount for having only had the phone for 4 days.

 

The numbers I had called had all been 'inclusive' numbers of the permitted 500 minutes. Yet none of my minutes had been used - just charged calls and TEXTS and DATA, even though these were supposedely unlimited. I had made several calls to mobiles, some not even lasting 2 secs ( the 14th call operative I phoned, working for vodafone, to discuss the matter over a number of passing weeks) tried to fob me off with accusing me of making prank calls. I am 30 years of age, and having returned to the UK after 7 years of travelling abroad, I am in no way immature enough to 'prank call'. These were in actual fact, calls made to the same phone number at different intervals after having gone through to my contacts voicemail - charged at nothing less than 50p or above each time.

 

Absolutely ludacris. Anyway after learning of these atronomical charges on my account, I was entirely shocked and realised straight away something wasn't right with the account and/or the plan. I proceeded to cancel my plan after 5 days - well within my rights as a consumer, I was offered a 14 day 'no questions asked' return policy with the Carphone Warehouse, and a 30 DAY no questions asked 'see if you like us' policy with VODAFONE. Several phonecalls pursued for weeks on end of me calling tirelessy to speak with someone to sort out these charges which a) I couldn't even get someone from the call centre to explain to me where they came from, or what numbers/how much data I'd used and b) they wasn;t even able to tell the me the account balance as they didn;t have access to it on their computers. WHAT DAY AND AGE OF TECHNOLOGICAL EXCELLENCE ARE WE LIVING IN EXACTLY???

 

After having an operator hang up the phone to me after my initial explanation of reasons to the nature of my call (I will not call them a customer services advisor - as they failed to advise me with anything to do with my account and furthur more if that's what they regard as customer service they are in for a shock in the real world), I proceeded to call back again, this time again fobbed off with "call back next month when we have your statement to view" This was June 2016 - I was to wait until the end of JULY 2016 to find out what I apparently owed the company after inclusive calls, texts and data was use don my phone number in 4 days of having the SIM only plan.

 

Well that didn't sit well. But what did I do, called again in July only to be told there was absolutely nothing on my account in my nme, they had no record of me whatsoever, the screen was blank, I owed no money, not even a trace of several complaints I'd already made. ##~##??!! The lady whose name escapes me at this moment in time unfortunetly, she she would make a note on the system for me that I'd called (again) that no money was owing on the account as her screen was blank, and that there's no way to take any money could be taken from the account - as there was no account details. She said not to worry at all, she advised me I was well within my rights to cancel the sim only plan as I'd done it well within the 30 day scope and that if there was any more problems to develop someone from their office would call me. (I don't know how they'd manage to get in touch, she didnt stick around long enough to ask for an alternative contcat number, since I seized to exist with Vodafone).

 

Finally another 2 weeks later, the bank account was checked and sure enough two amounts of moneys had been debited from the account listed on my sim only plan for the totals of 19.00 pounds and 76.04 pounds. I was extremely angry with this as you can imagine. Two regular direct debit payments that were due to come out at the same time these debits were wrongfully taken meant there was insufficient funds available. Therefore the account recieved bank charges and footprints against it for default of payment. 

 

I phoned VODAFONE for the final time, until I am writing this over a month later. I spoke with a man that told me his name was Jacob at the start of the conversation but proceeded to call himself Mustafa at the end of the telephone call. He listened and was the politetest member of the company I had dealt with this far, I expained, in it's entireity, the situation I was in with Vodafone. Mustafa in detail read out every single call and text I made, along with exactly how much data allowance I had used in the 4/5 days before cancellation. He listed how long each call was and what the exact cost was of each. I hae records that I wrote down indetail and also have him recorded on a device for parts of the conversation. 

 

He informed me this would be escalated immediately and he raised a recalculation request in an instant as he could see I was nowhere near my usage cap offs of text/calls/or data so he said something was definietly wrong with the account and I shouldn't of recieved such charges. He also confirmed I should not pay for anything inclusive either as I cancelled the sim only plan within the 30 day trial. 

 

That phonecall was made 30/07/2016 It's in actual fact 6 weeks later and I have still heard nothing, after being promised it would take no longer than 1-24 hours to hear a response from someone in the relevant department. Mustafa even took my persona mobile number to make sure he dealt with me directly. Well I'm sorry Mustafa, but I think it's a little over the 24 hours you promised to be in touch with regards to this case.

 

I am taking this to every level of unfair trading and the mobile network ombudsman to get a result from VODAFONE. I will not be calling again to discuss this. You contact me. You're brand name will forever be tarnished in my opinion. You're customer service is extremely poor and I am highly disppointed. I shall never, ever buy any of your products and I pity anybody that has just signed up on a contract with you. Shame on me. I will be getting a refund, in it's entireity and seeking legal advice against you. 

 

Thanks for nothing VODAFONE 

 

 

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1 ACCEPTED SOLUTION

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2: Seeker
I am with you all the way in terms of customer service - or lack thereof.
Having replaced my teenage daughter's phone around December. The original broke just before contract end so new seemed a good idea - and against my better judgement agreed to go Vodafone again. Contract may be in my name but phone used by pressing contract age teenager...
It took a while to realise that the original number had not been cancelled at contract end so I was paying for it for six months when there was no need! Probably my fault at that point, but isn't it strange that Vodafone shops have no involvement in customer service once they have your money and you've walked out their door?
Anyway... apparently I contacted Vodafone on 1 July to cancel the original, and broken, phone to avoid further charges.
Then I got a letter advising that £255.20 cancellation charges had been charged to my account. So, I contacted Vodafone again to point out that there should be two numbers on the account - an old one out of contract and the new one which my daughter would like them to reconnect - I did not want to cancel the recent contract and would they remove the charge from my account. That is to say, do what I asked them to on 1 July! That seemed to be uneed stood. I was wrong.
On 1 September Vodafone took £255.20 cancellation charges from my account. I noticed this on 8 September. Contacted them to explain AGAIN and requested the situation be corrected immediately. Alas, 5 to 7 days was the offered refund period.
So I contacted them again yesterday, and again today, as MY £255.20 is STILL IN VODAFONE HANDS.
Sadly I am travelling today so my most recent live chat failed with loss of signal.
My next step will be to get the Director's names from Companies House and write to them at their houses to ask how they would feel if 10% of their, or Vodafone's, monthly income was simply STOLEN from them by one of their suppliers. Copies will go to OFFCOM as I now believe Vodafone should not be allowed to trade due to their non-existent (not poor) customer service. And Trading Standards for much the same reason. I also have an appointment with the legal service provider through my union membership with a view to progressing a no win no fee case against Vodafone for my loss through their tort of negligence, and possibly under the 1964 Theft Act. Small Claims Court action is also a possibility, though I would rather see some really adverse publicity in the press at the moment - enough to legitimately hit the company in the share price and screw up the director's share scheme options.
Mr Angry in Birmingham.
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33 REPLIES 33
Moderator (Retired)

Hello @LILMENACE86

 

I completely understand your frustration and distress. 

 

I am going to send you a Private Message with further help on this. 

 

Louise

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2: Seeker
I am with you all the way in terms of customer service - or lack thereof.
Having replaced my teenage daughter's phone around December. The original broke just before contract end so new seemed a good idea - and against my better judgement agreed to go Vodafone again. Contract may be in my name but phone used by pressing contract age teenager...
It took a while to realise that the original number had not been cancelled at contract end so I was paying for it for six months when there was no need! Probably my fault at that point, but isn't it strange that Vodafone shops have no involvement in customer service once they have your money and you've walked out their door?
Anyway... apparently I contacted Vodafone on 1 July to cancel the original, and broken, phone to avoid further charges.
Then I got a letter advising that £255.20 cancellation charges had been charged to my account. So, I contacted Vodafone again to point out that there should be two numbers on the account - an old one out of contract and the new one which my daughter would like them to reconnect - I did not want to cancel the recent contract and would they remove the charge from my account. That is to say, do what I asked them to on 1 July! That seemed to be uneed stood. I was wrong.
On 1 September Vodafone took £255.20 cancellation charges from my account. I noticed this on 8 September. Contacted them to explain AGAIN and requested the situation be corrected immediately. Alas, 5 to 7 days was the offered refund period.
So I contacted them again yesterday, and again today, as MY £255.20 is STILL IN VODAFONE HANDS.
Sadly I am travelling today so my most recent live chat failed with loss of signal.
My next step will be to get the Director's names from Companies House and write to them at their houses to ask how they would feel if 10% of their, or Vodafone's, monthly income was simply STOLEN from them by one of their suppliers. Copies will go to OFFCOM as I now believe Vodafone should not be allowed to trade due to their non-existent (not poor) customer service. And Trading Standards for much the same reason. I also have an appointment with the legal service provider through my union membership with a view to progressing a no win no fee case against Vodafone for my loss through their tort of negligence, and possibly under the 1964 Theft Act. Small Claims Court action is also a possibility, though I would rather see some really adverse publicity in the press at the moment - enough to legitimately hit the company in the share price and screw up the director's share scheme options.
Mr Angry in Birmingham.
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2: Seeker

I have done as instructed and if this case is not resolved within a matter of days I will have absolutely no hesistation to escalate this case to Offcom and Trading Standards. I have already contacted the financial ombudsman and will be seeking legal advice to attend a small claims court should none of these options be significant in resolving my issues and return of payment immediately from Vodafone. 

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2: Seeker

Hello Sidwerrin, 

 

Thank you so much for your response, it shocks me to the core to read about your extremely difficult experience with Vodafone as well. Unfortunately it's the waiting game now to see what will actually come it, I just cannot believe the lack of knowledge and the zero customer service skills they have in place to deal with such issues. 

 

Let's hope your case is resolved as soon as possible, and you get your money back plus expenses for your inconvenience. I will never ever reccommend Vodafone to anybody, I think that would be just cruel. 

 

Regards

Zoey

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Community Champion (Retired)

@sidwerrin When the old phone was near the contract end and you decided to stay with Vodafone did you actually give 30 days notice to cancel that number?

 

Unless you specifically gave 30 days notice to cancel the contract for that number it would convert to a rolling 30 days contract and that may explain some of the charges.  The cancellation notice is only valid if it is given exactly  30 days prior to the contract ending.

 

 

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1: Seeker

I am one of I suspect many thousands of victims who set up phone accounts for children, students etc and get locked into processes which are never-ending, It is virtuallly impossible to communicate with Vodafone to resolve matters, as their strategy is to be a non-communications company when it comes to reducing costs, resolving over paid bills etc etc. I would NEVER recommend anyone to use this company to set up phones for other people...ie family members.....as I have been ripped off TWICE in doing this before. I just tried to use their chat service to resolve the problem, but there is nobody available, so the system says to try again later. For a communications company you couldn't invent it!!! It works well for Vodafone because you can't get out once you're hooked in, but do not make the same MISTAKE. DO NOT TAKE OUT PHONE CONTRACTS FOR YOUR CHILDREN WITH VODAFONE.

Try looking elsewhere......good luck! Voda-Victim, Surrey

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16: Advanced member

You can only give a 30 days Notice. If the the 30th day falls before your Contract end date, you pay a the remaining period as lump sum.

If it is after, then you pay till the 30th day.

 

Bottonline is you still have to give 30 days Notice to end.

 

lilmenace, you have accepted a post as solution, so does that mean your issue is resolved?

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Community Champion (Retired)

@Voda-Victim The problem is that legally once you contract to be responsible any financial transaction for anyone you remain legally liable for the debt until it is fulfilled. If the person you contracted for defaults then you have a problem. With mobile phone contracts if you want to terminate an account earlier then the end of contract date you are liable for all the charges, although you do at least have the power over whether the contract continues or not. This is the same for all networks.

 

 

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17: Community Champion

@Voda-Victim

 

I quite agree with you about never taking out mobile phone contracts for children  Contracts are only able to be agreed by the over 18s by which time they are deemed responsible and understand the meaning of having to pay the bill.

 

Far better to give a cheap PAYG phone with a minimum amount of credit to take care of the essential call and text.  This put you in control of the monthly spend. 

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Moderator (Retired)

Hi @sidwerrin

 

This does sound frustrating, my apologies for any inconvenience caused by this.

 

I've tried to send you a private message with details on how our team can get this looked into for you; but you don't seem to have private messages enabled on your account. 

 

So I can message you, please activate private messages on your eForum account. To do this select My Settings > Preferences > Private Messenger > Turn on private messages 

 

Let us know when you've done this.


Hello @LILMENACE86

 

Have you heard from our team regarding the issues you're having?


Hi @Voda-Victim

 

Is there a particular issue that you need assistance with now?

 

If so, please provide some details on this and we can determine the best route to take to get this sorted for you.


Thanks,

 

Sarah

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2: Seeker

I have not heard anything from Vodafone. I was instructed to send the original message to the Vodafone social media team. I have done that, and still heard nothing. I expect answers and for the issue to be resolved immediatly. I can be contacted on the number I supplied in the private email to discuss this over the phone, rather than go through a forum site. Please contact me to get this issue solved. 

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1: Seeker

Shockingly bad service from Vodafone.

I wrote 2 complaint letters - please see attached. I. received a text and as I was not available on Friday the 16th of sept a voicemail indicating that I would be receiving a call today 19th of sept approximately 1.15pm and should be available.

It is 2.15 now and No follow up called received. This issue will be going to the service ombudsman now as patience has run out with this idiotic company. As a consumer there are many companies out there for us to pick from. If Vodafone want to retain their customers, first learn to treat customers with respect and provide the service that you promise to offer.

 

[Moderator note: Images deleted due to Community Guidelines

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Moderator (Retired)

Hello @LILMENACE86

 

Have you heard back from our team through email? Please check your spam and junk folders. 

If you have not heard back from our team yet, please can you provide your email reference number (which would have been sent to you after submitting the online email form.) This reference number will look like #14xxxxxxx. 

 

Louise

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Moderator (Retired)

Hello @umadk

 

Did you hear back from our team from 19 Sept?

 

Please be aware it is against our Community Guidelines to upload personal details relating to your account, this is due to data protection and security. For this reason your images (documents) have been deleted. 

 

Louise

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4: Newbie
I've just discovered Vodafones ideas of customer service.
About three weeks ago I reported a network problem to the tech team. Since then I've chased them.
I've phoned 191 got a reference number told someone would be in touch. No one has ever got back to me. I called 191 yesterday and spent 10 mins explaining again what was wrong and the advisor clearly wasn't interested as at the end he thought I was having a billing issue.
I've contacted the twitter team who either dodge the questions or don't reply.
4 days ago I emailed in a complaint with a reply promised in 48 hours. Guess what yes no one's been in contact.
I phoned the complaints team and spoke to Sarah who told me that there was a known problem in my post code area. She told me that the signal should be resolved and the signal would be back upto strength in three weeks. She told me she would arrange a free sure signal to be sent to my address. Excellent I thought problem solved. As she was arranging the the call dropped out because of the lack of signal at home.
I called back spoke to someone else who told me that in fact there were no known signal problems in my area and that Sarah had made it up.
After hours on the phone, eForum, twitter and email I've got no where. I've been lied to and don't know if the problem is being looked at. Who knows what's happening I don't.
Good job I've got a screen shot record of every contact I've tried to make.
Well done Vodafone I thought BTs customer service was bad but you've taken it to another level. No doubt you will ignore this as well.
A one happy loyal Vodafone customer.
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Moderator (Retired)

Hello @gavinlancs

 

I can see that Rahim's assisting you on your other thread

 

Please continue to post your queries on that thread, and we'll assist you. 

 

Thanks,

 

Sarah

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4: Newbie
Yet another helpful bit of advise from vodafone. Vodafone is a communications companyl but you fail at communicating. You sold me an expensive mobile phone and contract. Isn't it a shame that you can or won't call me. Instead I have to resort to this useless hard to use eForum.
Customer service at its worse.
You have got it wrong Rahims not assisting me in fact I'm no closer in solving the issue than I was 4 weeks ago.
Email eForum 191 complaints email and calls all one way. No call backs or emails to address the issue at hand.
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2: Seeker
No I haven't heard a word and I'm furious. Vodafone better get in contact to resolve immediately this issue has already been raised to the ombudsman of communication. I cannot believe Vodafone can still operate with such awful customer service...look how many people are complaining with serious issues just on this thread!!! Looks like Vodafone might be out of work soon enough....
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Moderator (Retired)

Hi @gavinlancs

 

I've sent you a private message.

 

Thanks, 

 

Nathan

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