Complaint help - deadlock or not?

[CWXX]

I can’t believe how many people are complaining for similar reasons to myself and I’m furious that I ever signed up with Vodafone for broadband! I’ve been a customer of EE for years and never had an issue - this company are the worst I have ever dealt with. 

Has anyone had experience with ofcom after receiving a deadlock letter?

I’ve refused to continue with Vodafone because their billing system is terrible, I never once had a bill, they were taking random payment amounts out of my account on incorrect days (not ideal when you’re trying to manage a budget each month and you’re recovering from reduced salary due to covid!) - they’ve put defaults all over my credit file whilst dealing with this “complaint” and have asked me to pay £550 to leave - I have tried to log a proper complaint in writing and they haven’t allowed me to! They’ve just offered me £150 as a good will gesture off the final bill when they’ve never even asked what my complaint is about which I find ridiculous!
They have an incorrect mobile number for me on their records and refused to give me my account number so I’ve never been able to resolve over the phone. when you don’t receive a bill how can you know what your account number is?! How can Vodafone offer you a goodwill gesture without actually hearing what your complaint is about and tell you you’ve reached deadlock? I haven’t had an apology at all for the time I’ve spent trying to resolve this! I’ve never known anything like it.

Does anyone know if ofcom actually do anything about this or do I now have to suck it up and pay the £400 bill to leave? 

[BandOfBrothers]

A person would need to log a complaint and then Vodafone have 8 weeks to come e to an amicable resolution. If they can't then they issue a Deadlock Letter and then you can involve the Communications Ombudsman,  not ofcom.

complaints/code-of-practice 

Alternatively the Vodafone Social Media Team's can assist via Facebook Messenger or Twitter DM.

Contact-us-for-account-specific-queries. 

They also have a dedicated Credit File Specialist Team who can investigate the Default on your credit file but would only remove it if it wasn't warranted @CWXX 

I wish you all the best with this. 

[AnnS]

Hi @CWXX 

From what you have written you have received a deadlock letter, you now need to take this to CISAS for them to arbitrate on your behalf and reach an amicable resolution between you and Vodafone.

This information is here: Complaints Code 

You should have been able to send a letter of complaint to Vodafone, the information with the address is on the link.

[CWXX]

Hi - yes that’s right, I have received an email confirming deadlock. 

I stated I wanted to make a complaint on the phone, but no one took any details, they said they would get someone to call me back. I waited weeks for a call back and then the lady that called said she couldn’t discuss because I didn’t have my account number and I couldn’t pass security so I had to go through an email verification process. I completed that and then got an email offering me £150 off the final bill to leave at which point I said absolutely not, I want to escalate this further because you’ve not even asked me what I’m complaining about. 

I then received a deadlock email which I find bizarre when I’ve never been asked to give details of what I am actually complaining about! No apology or empathy just a sharp email telling me to accept the goodwill gesture in 14 days or they’ll withdraw the offer and saying we are now at deadlock! 

Thank you - I’m going to take this further now this company is diabolical and the staff are in dire need of proper customer service training (I used to work as a CSA and rule number 1 was have a little empathy!). 

[BandOfBrothers]

Hi @CWXX 

It appears Vodafone had tried to nip this in the bud by making a blind offer.

For some that wod have been enough, but for others not.

Especially as you need to look at getting any relevant defaults removed.

Please do contact the Communications Ombudsman and they'll arbitrate now for you.

ombudsman-services.org/sectors/communications 

[CWXX]

Thank you both of you I will definitely take this further. 

[BandOfBrothers]

You're very welcome @CWXX 

I wish you all the best with this. 

[AnnS]

Quite agree @CWXX the rule should be not to let the customer leave dissatisfied, it's surprising the issues you mentioned were not looked into and corrected.

I suspect the settlement was to prevent you taking it further, if you had accepted that would have been the end of the matter and impossible for you to take it any further with CISAS.

Hay Ho Happy New Year.