Being lied to by Vodafone / complaints being deliberately ignored / incredibly poor customer service

[wlk385]

I'm writing this in hope that someone at Vodafone will finally take me seriously and before pursuing other avenues, including legal / Ombudsman and / or media / social media, to resolve a matter in which Vodafone is deliberately negligent (probably with an aim that customer - myself, will eventually give up).

I'm more than fed up with explaining the issue to yet another new customer agent, which has no idea of my case, despite myself being assured million times that notes from the previous conversations have been saved in the mythical ''system''. If someone senior cares to talk to me (I've been speaking to so many robot-like people using the same phrases from the script that I will not talk to anyone that is not senior), I may provide more details (though I would expect at least a minimum information about my case being stored in your ''system''). 

So that everyone can be warned, in short, Vodafone tries to cheat on me by alleging that I used 4-5 GB data on a single day, upon consuming my regular data allowance. Upon speaking to customer agents and being assured that someone is going to get in touch with me, a gentleman called me to offer an upgraded bundle and confirm I don't need to pay for excess data. Yet, some time later not only Vodafone cheekily attempted to switch off my services, but other customer agents tell me they don't have the evidence of a call during which I upgraded my services and was assured that I don't need to pay additional £110. After that, I was, again, assured (or rather lied to),  numerous times, by further customer agents, that someone from customer relations team will call me (within 72 hours, of course - a good joke).

When replying, please do not tell me how sorry you are - I know you don't care. I don't care either about your apologies. I want a solution. You've pushed me to my limits in this case (it's not the first time you are acting negligently and unrespectfully) and I will not let you act this way anymore. I expect an answer within 48 hours (it's been around a month since my first complaint).

[Tash]

@stuebbs It's a shame to hear that you've had this experience with us when looking for an upgrade.

While we wouldn't be able to decrease any delivery time as this can be reliant on stock levels, we can take a look into your account and investigate the offer you were given on the Friday. So we can do this, please follow the details I've sent in the private message I've sent to you. Our team will then be in touch to access your account securely.

[chistery]

Whatever is going on, ensure you follow the Vodafone complaints process. It will ensure that in 8 weeks (or less) you can go to the ombudsman.

Keep a record of everything, times, dates, what was said, names, etc. . Get text messages to confirm things when Vodafone promise you something. 

Vodafone are the most complained about MNO every year.  They don't care about how bad that looks as they have done nothing to resolve it. People don't seem to vote with their feet, they complain and stay. It's odd!

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

[glynb]

The exact same thing has happened to myself. I have just cancelled and gone with Virgin Media instead. 

It all started four months ago when I started getting less then 8mps download speeds on my broadband. I finaly got fed up and asked for a new router last Monday. I was promised one would be with me by the Wednesday. Nothing came. So, back onto them by Thursday and yet again I was promised one would be delivered by Monday.. guess what? when I checked with the customer agent this morning to see when it's to be delivered.. there was no order in for one! 

20 years I have been with Vodafone. They expect loyalty from me but give nothing back. Four months paying for a premium service and getting a 5th rate service is unacceptable. No credits for the poor service either.

If you are reading this and thinking about joining Vodafone, do not do it as you will regret it if something goes wrong. And just to add, their speed guarantee means nothing. As long as they are collecting your direct debit, you will be lied to time and time again.

[Josh]

@glynb I'm very sorry to hear you had this experience with us when using our broadband services  I'm even more disappointed that there was no follow up on the replacement router order. We'd love to turn this around for you and salvage a better relationship with you. Please can you get in touch with us on either of the following, so we take a closer look into the experience you've had:

Twitter - @VodafoneUK

Facebook – Vodafone UK

Live chat – Click Here

[glynb]

Save your apologies, you sound like a bot (like all of your colleagues. Everyone there is always sorry but we both know it meaans nothing). And to top it all off Vodafone have now deleted my online account so I have no access to my mobile bills! How petty and unprofessional. Well done Vodafone, well done. This is how I get treated after 20 years with you. 

[Josh]

@glynb I can assure you I'm certainly not a bot, I'm just trying to help with your query and express that I empathise with the situation you're currently in. We're more than happy to help you if you'd let us, please get in touch with our team privately using the channels I've advised. Our team will then do everything possible to turn this around. 

[JP55]

Hi

made a complaint over a month ago - told by 3 advisors on online chat that they can see the complaint and they have Es slated it to complaints team and someone will contact within 24 hours - heard nothing!!

Although Ombudsman says need to exhaust Vodafone complaints system first - I am now going to send in my complaint with copies of chat demonstrating that Vodafone refuse to action complaint !!!!!!

worst company ever !!!!!

[Josh]

@JP55 I'm sorry to hear of your experience with our complaints process, our team would love to help get a resolve to this for you. So one of our team can take a closer look into the complaint for you, please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK.

[JP55]

No Facebook / no twitter

ever heard of contacting someone by email or phone ???

another point for Ombudsman !!!!!

[Josh]

@JP55 As you have no access to Social Media contact, you can speak to an adviser using Live Chat instead. If you're looking to discuss the complaint via call, you may need to contact our dedicated Complaints teams on 191 to do so.