Customer service

[REKADEK]

I returned a upgrade phone as the next day they added a deal, they said to return and re order, wednesday I dropped the phone off and my plan was put back to the original plan, then on Thursday my account was put back in to the upgraded plan and charges made to my bank account, and I was told the price and plan phone plan won't change till the end of the month, now I can't upgrade and also the phone and plan have increased, I have the transcripts to the conversation and what was said by vodafone. Now I will have to pay the big price increase if I want to upgrade, I have spoken to numerous people and they saidnot alot we can do, I have been with vodafone since 2006 and it seems the service is getting worse and worse and they just don't really care . The stress and the inconvenience this has giving me is unacceptable, I feel I speak for alot of vodafone customers, it really is a shame it has gone this

[BandOfBrothers]

I'm sorry to hear your experiencing this with your upgrade status @REKADEK especially as you made an informed decision after following their official advice. 

You could speak with the Vodafone Social Media Teams via Contact-us-for-account-specific-queries as they have access to accounts and also deal with complaints. 

If necessary you could engage with the Communications Omsbudsman to ask their advice too if Vodafone say they still can't help. 

I wish you all the best. 

[REKADEK]

Hi,  vodafone still say there waiting for confirmation from the warehouse of the return of the handset before they can move on to the next stage,  even tho I was giving confirmation of the return in the text message and by on the phone, also had the agent in the store confirm the handset had been dropped off, everything on my account was fine once u had returned the phone and reversed my plan back enabling me to choose to upgrade again,  but on thursday that when the account was put back I  to the upgraded plan, It was the zfold 5 I upgraded to then I was advised to return the handset and re order to qualify for the earbuds and welcome pack deal, whilst waiting for them to sort out this problem the phone and plan has increased, even tho I was told that this would not change until the 31st October, as I have the transcripts of this conversation will this help me when/if I choose to upgrade and they can give me the price and plan that I was originally told about,

Sorry if I've repeated from the previous post but I did not make it clear enough what had happened, your feed back would be much appreciated 

[AnnS]

I suspect what has happened here @REKADEK , although you have returned the phone, it can take a few days for the return to be scanned in as a return and for your account to be adjusted to pre upgrade status.  When you upgrade, the new plan usually starts almost immediately and any charges get adjusted and credited back on the following months bill. 

If you still need clarification drop the Social Team a message through social channels and they will have the necessary account access.

[REKADEK]

I understand what your saying, but my account was fine for to days back ro the previous plan, then it was changed again to the upgraded plan, I ve return a phone before to the store and everything was done in the shop, returned processed and check even tho they still sent to the warehouse, so something happened after the return, i told by the online chat and the store and on the phone everything is back to normal prior to it all being changed again, I have now been charged twice for the upgrade, I've rang up today as 5 days has passed and they said it would now be another 3/5 day's to process everything again, I keep getting told different information everything,  I know you only trying to help but seems that there is some confusion somewhere with the returns and my account, with numerous people being involved adding notes confusing the returns even more

[AnnS]

By coming to the forum @REKADEK you have found the best place to get clarification and your questions answered, for account access drop the Social Team a message with a link to the thread by following the information here: Speak to the Social Team 

[AnnS]

Not quite sure of your question here but presumably this is how to get your upgrade cheaper with a discount?

The only thing the Social Team will be able to do is to check your account and confirm the phone was been received as a return @REKADEK 

Offers constantly change there will be always be different offers.  During next month there will be Black Friday offers and if you wait until then you will be able to take a Black Friday deal.

Take a look at third party sellers but it's important to remember the April CPI, if you go third party you will pay this on the entire amount, with Vodafone you only pay the increase on the airtime part of the contract.  You don't mention the phone your were upgrading to, you would be able to take a credit agreement direct through the manufacturer and take out a SIM only direct with Vodafone.

[REKADEK]

Hi, regarding the issue I had with the details above, finally vodafone have completed the return, but the reason it took so was like I said was completed on the chat Wednesday and all I had to do was drop the phone of in the store and that was it, but some how another return was raised opening the returns again on my account and that put my account in to upgraded plan, I was told by staff at the shop it had been sent to the warehouse, numerous agent were trying to locate and said there just waiting for the warehouse to confirm but as it was still at the shop they wernt gonna be any confirmation,  I kept being told just wait. As this opened another returned I was questioned about receiving another device as there was no trace of a phone just an open return on the account, they closed the return manually toda,y, but with all this stress frustration and inconvenience I was this issue was going to be treated as a priority exception to resolve this some way as the fault laid with vodafone, nothing has been done to resolve anything except there side of finding out what caused the issue in the 1st place, this could have been done manually in the 1st place, I'm loosing out on this as the deals have changes and the gratitude you for being with vodafone since 2006, what a way to treat long time customers