Complaint

[Danpearson123]

Help!

I submitted a complaint about 6 weeks ago to Vodafone after they essentially lied to me when I switched to them by saying I could take my number over but when I signed up they said they couldn’t because it was virgin media. When I raised it with customer services the advisor said (unbelievably!!) ‘the sales team will say anything to get a sale’. I’ve put in a formal complaint but haven’t heard anything since. I have phoned a few times and they just say ‘the relevant team is investigating’ and don’t give any timeline for getting back to me when I ask. Surely they have to give a timeframe and talk to me about my complaint? Has anyone else had this experience; I’m tearing my hair out with lack of info and their refusal to engage. I’ve looked their complaints policy and it says that they get back to you initially within 48 hours but 6 weeks means they are way outside of that!!!!

[Danpearson123]

Thanks - 2 days after your colleague said she had said she would send a form... I have received it.

Completed the form - if it works then it will be a miracle! On the plus side, the longer this goes on the nearer we get to the Ombudsman anda public shaming...

[JimboAccy]

Ive waited 2 days to get a standard cut n pasted structured message asking to send a form via a Private Message?  Vodafone you seriously need lessons in customer service and how you treat new customers.  I am not filling it in - I spent an hour composing a complaint online the other day and I want THAT addressed/acknowledged and dealt with.  I refuse to type out my 'saga' all over again just for it to be ignored.  Yet another day with 27Mbps when paying for Fibre 76 after a massive delay in activation..

Jimbo

[Danpearson123]

The main issue with the online form is that they don't send you any receipt of submission. As such there is no proof that you submitted a complaint.... worst of the worst. And they wonder why we post on public forums like this...

[Danpearson123]

Customer Service responded with the message copied below. What is the point? Seriously? I have listed a complaint, it's in the system – I have provided all relevant details. I want a response to the complaint but everything has to start again. Someone will commit to getting back to me and then won't. All i want is a response to my existing complaint!!!!!

"Hello Dan ,As this is in regards to Home Broadband and Landline I'm afraid we're unable to assist.However we can give you call between Monday to Friday, 10am - 6pm and transfer you to our Home Broadband team.Or we can forward your case onto them and once they've investigated they'll contact you directly.Please let us know how you'd like to proceed with this.Thanks, Jack"

[Alex]

@JimboAccy The private message provides you with contact to our team, and then we can talk with our specialist team to have your query raised with them. If you don't want to fill out the form, we can't assist you any further.

@Danpearson123 As mentioned in our email reply, we're unable to assist with broadband queries, however we do have our specialist team who we can raise your query with. If you did wish for us to do that, please respond to our latest email. 

If your complaint relates to broadband, this is why we've recommended this. 

[Danpearson123]

As per jimbo, you know my complaint. Solve it. Don’t force me to type it again. I’ve spoken to your specialist team. What is the issue with solving a complaint you already know about and contacting me in a timely manner AS PER YOUR OWN PROCEDURES. Why is the solution to inform another person of my complaint to have them sit on it too? Why can’t you the original one sort it?

[JimboAccy]

Surely the thread being posted in the sub section BROADBAND AND HOME PHONE should indicate to someone that our issues/complaints are ACTUALLY related to BROADBAND AND HOME PHONE!!  Obviously expecting too much there. Vodafone took their payment yesterday which has only acted in angering me further.  I just want someone to respond to an online complaint I submitted, within the timescales specified by the company themselves, an apology, a fix and compensation, otherwise its ombudsman, cancellation and at the very least a full refund..

Jimbo

[Colleen]

@JimboAccy I can see on your email thread, that we've transferred you through to speak with our Broadband team today. Were they able to help resolve your query? 

@Danpearson123 I've looked into your email thread also. We've recently replied to your latest message with the next steps to take. Please reply back to this email at a convenient time and we'll be happy to help. 

[JimboAccy]

I got the exact same reply

Jimbo