Escalating complaint about Broadband upgrade

[jonmc1989]

Is it possible to escalate a complaint with Vodafone? I have been trying for weeks to get a broadband upgrade sorted out. I have spent hours on the phone and received my new contract only for the order to fail and be cancelled. I am beyond fed up and the customer support has been totally useless. 

I honestly don't know what else to do. I've never had an experience as bad with any company in my life.

[Remi]

Hey @jonmc1989. Thanks for getting in touch and I'm really disappointed to hear about your experience with us, this certainly isn't the type of experience we want any of our customers to have. I cannot access any account information via this forum, so can you please make contact with my team here. In the social media team we cannot discuss technical queries but we'll be more than happy to log a complaint and liaise with the relevant departments for you.  

[jonmc1989]

Hi Remi, thanks for the reply. I have tried using the links that you provided but my issues still haven't been resolved. I still don't have the service agreed on the 2nd of November. I am also paying over the amount agreed. Is there any way to escalate my complaint? I have got nowhere after many hours spent speaking to customer support. Honestly it's been so poor I've never experienced anything like it 

[Janey]

Thanks letting us know the latest @jonmc1989 I'm sorry to hear you haven't had a resolution. Based on what you've said it sounds like your complaint is already with our Specialist Care team, which means you're already with the highest point. We'd hate for it to get to that point, but if we've not been able to resolve your complaint within 8 weeks, you can look to seek Alternative Dispute Resolution. You can find everything you need to know on this in our Complaints Code of Practice. 

[jonmc1989]

I've ended up cancelling my new deal. I'm exhausted trying to get this sorted out. I've spent hours trying to get this sorted promises have been broken and nothing has changed. I'll be switching supplier asap as the level of customer support is the worst that I have ever experienced. For a company as large as Vodafone it's a disgrace.

[Mark]

I'm sorry to hear you feel this way and it's led to you cancelling your new agreement with us @jonmc1989. Please continue ot work with our Specialist Care team and they'll be happy to work with you towards a resolution to your open complaint.