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extremely poor customer service

LILMENACE86
2: Seeker
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 

 

 

1 ACCEPTED SOLUTION

sidwerrin
2: Seeker
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.

View solution in original position

33 REPLIES 33

Retired-LouiseE
Moderator (Retired)
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

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. 

sidwerrin
2: Seeker
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.

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

kids
Community Champion (Retired)
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.

 

 

Getafix
16: Advanced member
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?

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

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. 

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