Complaint not resolved after 36 days

[luciananuta]

I formulated a formal complaint on 27.02.2022 regarding upgrade issues and after numerous phone calls and emails, I still do not have a resolution as of today 04.04.2022, 36 days later. I can not describe how many countless hours I spent on the phone with Vodafone and all they will say is " I am sorry for what happened, but we will solve the problem". What can I do now? How can I trust Vodafone if they are useless?

[BandOfBrothers]

Hi @luciananuta 

That's a shame your issue has not been resolved.

The Vodafone Social Media Team's are part of the Customer Escalation Team who typically help via Contact-us-for-account-specific-queries. 

Please see the information in Vodafone's complaints/code-of-practice. 

This explains how to seek resolution if Vodafone have not been able to within 8 weeks of raising a complaint.

" If your complaint has not been resolved after 8 weeks or we have issued you with a final response or ‘deadlock’ letter, we will inform you of your right to seek alternative dispute resolution.  

Take your complaint to CISAS

Once you’ve received your letter informing you of your right to seek alternative dispute resolution, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS).

CISAS is an independent dispute resolution scheme, approved by Ofcom, which is free of charge.  They are an independent dispute resolution scheme who impartially resolve communication and internet services complaints that cannot be resolved between a customer and a service provider.  Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral "

Also further support is via Communications Ombudsman.  

I wish you all the best.