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Is Vodaphone incompetent or is there something else going on?

TerryS
2: Seeker
2: Seeker

My family uses mobile phone services from a number of providers O2, EE and any probelms are quickly resolved .. but not Vodaphone. I wonder why ? 

My daughter went to university in 2013 and in the autumn I bought her a Vodaphone mobile braod band because the internet service in her halls was poor. She moved out of halls the next year and I forgot she had the Vodaphone service and for the best part of 3 years the service wasnt used. My fault I know and I accept that. However , In May 2017 I told Vodaphone I no longer needed the service and stopped the service. Following that I was pestered by debt collector appointed by Vodaphone for unpaid bills of £78 which I settled in August under duress. A few weeks ago I checked my Experian account and was amazed to see Vodaphone continue to claim that I have unpaid debts owing to them even though I had received no correspondance from Vodaphone. On the 15th February I spent 2 hours on the phone talking to various Vodaphone people around the world who told me that they had no record of my instructions to close the account down. I eventually spoke to a helpful chap called Callum McEvilly who told me that my account is 'Broken' which is vodaphone speak for 'we dont know whats going on with the account ' . He assured me that he would sort it out over the next 72 hours and would contact me again ... but since then nothing. I imagine the Vodaphone 'Support' have gone back to sleep again. 

 

10 REPLIES 10

TerryS
2: Seeker
2: Seeker

So... this afternoon I got a missed call from Nimrata who wants to deal with the problem. She left a message for me to call the Custromer Relations Team on 03333 041259. Which I did and got the usual Vodaphone grumpy jobsworth on the other end of the line. He needed my vodaphone number - dont have it anymore - or my complaint reference number - never given one - but I could give him my name and address which is on the contract ..... no good he cant help me... rumbles on. 

So after the nonsensical exchange of telephone calls from the Vodafones Customer Relations Team today the lovely people at Vodafone text me to ask 4 questions about my contact with VCR today. First message was how likely am I to recommend Vodafone to a friend - text a score from 0 ( not likely ) to 10 (extremely likely ) . Now,  given that in life friends are so hard to find,  I would not want to subject them to the torture inflicted by the Customer Relations Team and have their bank account raided by Vodafone on a routine basis, So I gave Vodafone zero points and pressed send. The text came back message failure which is a neat way for Vodafone to keep kidding themselves that they are giving their customers a good service. 

So all quiet on the Vodafone complaints front today and no further contact from Namrata at the Orwellian ministry of Vodafone Specialist Care Team. I imagine the team is sat in an office somewhere in the world, supping tea and regaling each other with stories on how they hood winked the lastest poor Vodafone customer. 

I think my last complaint just went into Namrata's over flowing waste bin so Ill write another one today and see what happens. 

Got a call from Darshana this morning. She said the team were working very very hard to fix the problem and I imagined guys on road drills, heavy hammers, scaffolding, burning equipment ..etc sweating in the hot Indian sun trying so hard to fix my problem .... which is really a problem of Vodafones making. By all accounts everything will be resolved in two weeks time ...waiting for the concrete to set perhaps ... and dear Darshana then asked can she close the case now that everything is resolved ? I said no. I said that does this mean I never have to have any dealings with Vodafone ever again in my entire life ? She said that she will call again on the 15th March when the problem is finally closed out. Every silver lining has a cloud. 

Colleen
Moderator (Retired)
Moderator (Retired)

@TerryS I'm sorry to hear about the problems you're having with your credit file and the closure of your account. 

I'm glad this is being looked into for you 😊 In the meantime though, we have Credit File Specialists within our team, who'll be happy to help you with this further. I've sent you a private message with details on how to get in touch.

 

 

Dear Colleen 

Thank you for your message today. 

It is comforting to know that Vodafone have Credit File Specialists within their team, who'll be happy to help me with this further and thank you for telling me how I can get in touch. My question is this - Cant the nice people at Vodafone Specilalist Care Team get ion the phone to the Vodafone Credit File Specialists? Why do I have to keep contacting different sections of Vodafone to sort out Vodafones problem ? Dont Vodafone departments communicate internally ? 

Regards 

 

TJ
Community Manager (Retired)
Community Manager (Retired)

@TerryS I'm sorry to hear you've been given the run around and completely understand your frustration. Apologies if there's been a breakdown in communication.

The credit file specialist you've contacted is a member our team and they'll be in touch to get this resolved for you as soon as they can.

Please continue to keep us updated and don't hesitate to pop back to us with any further questions.

Dear TJ 

Thank you for your kind message about the credit file specialist getting in touch to sort out my Vodafones problem.  I dont doubt you when you say that the credit file specialist  is a member of your team and I dont doubt your desire that they will contact me .... but they wont - they havent.  Nothing tangible seems to happen at Vodafone Customer Care other than nice well-meaning Vodofone people making promises that ultimately they just cant keep. 

I see some of your correspondants have been so frustrated that they have gone the legal route - its very sad when Vodafone force loyal customers down this avenue. Very sad indeed. 

So ....went onto the Experian web site this morning and discovered that all the red alerts and alarms and health warnings caused by Vodafone setting unpaid debits against my name have now disappeared. So thank you  Callum McEvilly, Namrata, Darshana, all the guys at Vodafone Specialist Care Team, all the kind people who call themselves Credit File Specialists at Vodafone, Coleen and TJ.  Lets hope this is now settled. Thanks again