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Complaint closed despite not being resolved

RebelRose
4: Newbie

I raised a complaint with Vodafone in order to escalate a broadband issue that I'm getting nowhere with.

They put a technical support person on the phone to me, and before we event started debugging the issue, I got an E-mail saying the "Your complaint has been resolved".

It asks me to visit https://complaints.vodafone.co.uk/login if I want the complaint to re-open, but this service seems to be down.

Anyone know what I should do in this instance?

I don't want to raise fresh complaints because an unresolved complaint after 8 weeks allows me to escalate to CISAS.

 
 
 
6 REPLIES 6

Mark
Community Manager
Community Manager

Hey @RebelRose I'm sorry to hear you received this before had agreed to close the complaint. When you opened the complaint, you should've received an email to log into our complaints portal, you'd need to have completed this before being able to access it to reopen your complaint. If you're still struggling to do this, pop us a private message via one of our social channels and we'll be happy to help get this re-opened for you.

Thank you for your reply Mark

https://complaints.vodafone.co.uk/login

Could you kindly check if Vodafone's complaints portal actually loads on your side, or if it's just me? 

Hugely appreciated! 

Mark
Community Manager
Community Manager

When I click on the link you provided @RebelRose, I get directed to a log in page. If you're unable to access this, I'd certainly reach out to our team by selecting the link in my previous message.

Cynric
16: Advanced member
16: Advanced member

@Mark  The link was not working properly this morning, it ended up at on a page belonging to Vodafone's CRM/complaints service provider.

Oh, did you get a screenshot of where it led to at all @Cynric? If you do, can you pop it over as I can raise this and a screenshot would help explain it.

Cynric
16: Advanced member
16: Advanced member

@VodafoneUK  Sorry. I thought that as @RebelRose had pointed it out then VF would be aware of it. Normally when a company webpage sulks the admins get an automatic notification, well it did just that when I worked on Azure hosted sites.

It was a URL hosted by icasework if that helps.