Vodafone closing off complaints without resolution.

[mister_foo]

It seems Vodafone will happily raise and discuss complaints, but then it appears they are closing them without resolution and without any further contact with the customer, i.e. ME. 

I've had a complaint outstanding since March 1st, with each case worker asking the same damn questions about the issue.
In order for me to take it elsewhere, e.g. Ofcom, mediation, the press, mp's etc, I need a confirmation from Vodafone that they will not be able to comply with what Ofcom are saying about landlines.

Anyone else finding it excruciating dealing with their customer service?

[Janey]

Hi @mister_foo Thanks for your post. I'm really sorry to see your complaint has been closed without resolution. You can re-open a complaint at any time through the Complaint Portal, just log in via the email sent when it was first logged or reply to any other email you've been sent. Alternatively, pop our social media team a message and we'll look into reopening it for you instead.

I'd recommend also taking a look at our Complaint Code too, you can find information on what to do of we can't resolve your complaint and how to seek Alternative Dispute Resolutions. 

[mister_foo]

Hi Janey

I have emailed them via the portal and asked them to keep open but the resolution is still closed (Assumptive close - resolution (closed)). I was promised a call on Monday to finalise the concern and to get it to a stage whereby I could take the complaint the ADR, but I've heard nothing. I've explained to Vodafone and their complaints team that the national press may hear about the issue as it involves a vulnerable person (i.e. Myself) but I feel deaf ears are rife at Vodafone. 

When you say contact the social media team, a chat via Tobi is frustating at best and will often lead down the same rabbit hole as before.

My complaint was raised as a P1 which appears to mean nothing to Vodafone. 

[Janey]

It's disappointing to see you haven't had a response from the team on this @mister_foo Given the journey you've had, I entirely understand your frustration but if you're willing to give it a go, please do drop the social media a team a message and they can reopen the case. This is separate team to Tobi. I assure you it's important that we reach a resolution that you're satisfied with.
 

You're absolutely entitled to seek advice with CISAS though if you're not happy with our final response.