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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

Hi @LILMENACE86

 

If this issue has already been taken to the Ombudsman, we are unable to assist you further from our end.

 

Nathan

LILMENACE86
2: Seeker
2: Seeker
It currently hasn't. I am awaiting a response from Vodafone so I can include it in my contact with the ombudsman. I wish to receive an explanation and compensation from Vodafone immediately.

Hi @LILMENACE86

 

Let me know the reference number you've received after submitting our email form, and I can get this chased up for you. 

 

Thanks, 

 

Sarah

gavinlancs
4: Newbie
I recieved a call from your complains team two days ago. They offered a £20 credit as a resolution I rejected this and they said that they would call back within 48 hours......they didn't.
I called your complains team they said they were unable to help as it's been taken on by head office and that there's nothing they can do and to wait for the central complains team to call.
If the head office complaints team can't keep to their promise of a call back who can.
This is a sorry state of affairs.....What's going on with my complaint? Is anyone going to keep to there promises.
Please can you tell me what's going on?

kids
Community Champion (Retired)
Community Champion (Retired)

@gavinlancs Once a matter has been referred to HO nobody on these board including the Tech Team are able to do anything to help resolve the problem..You will  either need to wait for HO to contact you or you can write to them at the adddress at the foot of this page.

 

Usually any credits are applied to the account, have you checked to see if a credit is there?

 

 

gavinlancs
4: Newbie
Thank you for the reply.

I've checked and a credit hasn't been added.
The head office promised a call back within 48 hours they didn't call back.
Write to them I'm amazed that were back to pen and paper.
If they don't keep to promises it's a very sorry state of affairs.
Who can I contact for a deadlock letter.
Isn't there anything else that can be done this is extremely frustrating.

kids
Community Champion (Retired)
Community Champion (Retired)

@gavinlancs It is very poor when callbacks do not happen as there should be a system in place to log promised callbacks and action them.

 

A Deadlock Letter can be obtained from Vodafone by writing to HO but as Vodafone have up to eight weeks to resolve a problem that may not be forthcoming until the time is up.

 

If you do decide to write, send the letter by Recorded Delivery and retain a copy.

 

 

gavinlancs
4: Newbie
Thanks for your reply.

It is indeed frustrating and stressful. I don't want the world just a call back as promised by head office.

It's a shame it's come to this.

Thanks.

Johnh1010
2: Seeker
2: Seeker
I need to speak to someone ASAP I've been promised callbacks from managers time and time again and nothing ever happens. I will tell all the details of my horrible experience with Vodafone when I know someone is finally listening! Please help.

Anonymous
Not applicable
@johnh1010,

If you have a complex issue to relate then it might be a good idea to start a new thread as it is more likely to get noticed. If the issue is urgent then the eforum is not the place for it, the eforum don't do "urgent." In such a case you might do better to call the new dedicated complaints line - I wish I could quote it to you but unfortunately I'm on a phone browser and not a proper computer so opening multiple tabs is likely to crash the thing. Maybe one of the Community Champions can provide this number for you.