sad customers service

[stuzza1976]

been customers for about 10 years last few months they messed my bill about so had pay bill by card they set direct debit back up then had to pay by card again so set up direct debit then turn phones off so phoned they said direct debit that they not validate so phone up asking why this keep happening the woman had such bad atitude did not want to help at all but thats vodafone never helps just mess you about if it happens again i been told i can walk as vodafone breech the contract got told at citizens advice that if do it again that vodafone not got leg to stand on

[BandOfBrothers]

Hi

I appreciate what Citizens Advice have said and generally their advice is sound. 

However having a hiccup with payments and Direct Debits does not in my opinion constitute grounds to have a Mobile Contract quashed. 

It does however constitute Vodafone Customer service getting their stuff together and resolving this amicably for both parties.

Appreciate your bill was messed up but I'm confused on why the Direct Debit was stopped and then a Card Payment needed. May I ask did you cancel the Direct Debit set up ?

Id suggest to ring 191 again and hopefully you'll get a more knowledgable  Agent who'll own the problem and resolve it.  

[jeffkinn]

Vodafone tell you wrong. They got plenty of legs to stand on.

You need to get it sorted out and find a way to pay your bill to avoid a big personal headache. You can't walk away from the contract.

[AnnS]

Hi @stuzza1976

If you take any  notice of the information you have been given by the CAB, you could find yourself in a lot of trouble.  CAB are OK for basic information but they have no idea how a mobile phone contract works.

The contract is airtime only, your minutes and texts.  If Vodafone have provided the service, they have a lot of leg to stand on.

As customers, it is our resonsibility to get the bill paid on time.  If there is an issue with the direct debit, you need to have a word with your bank, sometimes banks can be a little concerned setting up a monthly direct debit for a mobile phone co.

[stuzza1976]

Bills was paid on time they messed payment up and if I broken contract I am in trouble and for Vodafone that broken contract they in the wrong and got all bank statements to prove I pay on time and that did not try taking the money as it show that their try taken it which they not try so I paid on card then they saying they not set it back up Correct I pay all my bills if I missed payment I would understand my daughter worked for them and always having to phone people because Vodafone messed up she left because that's all calls was about and told to lie to customers

[BandOfBrothers]

Ok @stuzza1976

Totally appreciate your frustrated. 

The payment of your Mobile phone bill is your responsibility even if some problems lie with the Direct Debit set up. Please do speak with your own Banks Customer Service in connection to the set up of the DD to clarify all looks ok at their end. 

I would be truly dismayed and astonished if that was the case of Vodafone agents being told to intentionally lie to customers contacting them. 

[stuzza1976]

Vodafone admitted it's there fault so why see my bank nothing to do with bank just vodafone

[stuzza1976]

Should go on twitter see what real Vodafone customers are saying how bad they are they all wrong as well

[BandOfBrothers]

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@stuzza1976 wrote:
Should go on twitter see what real Vodafone customers are saying how bad they are they all wrong as well

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As a customer of many of the Uk Mobile Network providers myself. I'm Payg  > I see quite a lot to what is said about them them all. 

To add balance to what is seen on forums and social media a person is more prone to sign up to raise an issue / complain etc than to give praise of good service. 

I suggested to speak to your Banks Customer Service just to ask them to check things at their end. If this was my situation I'd want to cover all bases. 

[stuzza1976]

I had 3 phones on Vodafone been with then 10 years for my kids if not been paying would not have for a month if not payed I have 3 with EE for me wife and older daughter never had trouble with them if phone up they help with whatever and talk to you like a real person where Vodafone talk to you like ##~##