How can I speak to the person handling my complaint?

[alihorsley]

Why is it impossible to speak to someone in the complaints department. I phone the number and then am not speaking to someone in the department. My complaint needs escalating immediately and I do not have a spare two hours for the person on the end of the phone to spend trying to find my account.

[alihorsley]

Hi,

Had a very similar issue. Left Vodafone then was billed for three more months. When queried Vodafone say that they cannot find the account. Long story short, Onecom set up a data-line without my knowledge and charged be an extra £7 month for the duration of my contract. The bill came from Vodafone but Vodafone have no access to the account so I was unable to pay the bill or challenge it with Vodafone because they cannot access the account. When contacted Onecom they cannot tell me when the dataline was added as their records only go back to 2017.  I've had a credit default against me for over two years, unable to access finance or remortgage because of this. I have spent 20 hours + on the phone to them trying to either pay or get the bill cancelled. The complaints department are not accessible from the phone. Every time I ring I have to wait an hour for them to find the account despite me telling them it is a Onecom account and that i just want to speak to someone who is handling my complaint. How can a phone number for the complaints department not send you to the complaints department? I have been promised return call on three separate occasions and on each occasion nothing happened. I have been promised e-mails of my complaints and never received them. I am starting legal proceedings, I have complained to the ombudsmen service and hope someone at Vodafone complaints might read this and finally get back to me to stop me taking this further. I would not recommend this company to anyone ever, the level of service is appalling and the contempt you get treated with is just astonishing. The fact the two partner companies have a system where a bill comes from one company (vodafone) but set up by another (onecom) that cannot be accessed by the company sending the bill and ultimately handing out credit default notices for accounts their own team cannot access is a disgrace. PLEASE CAN VODAFONE GET BACK TO ME REGARDING THIS COMPLAINT. I've been assured that the complaint is on the system!

[alihorsley]

Hi,

Had a very similar issue. Left Vodafone then was billed for three more months. When queried Vodafone say that they cannot find the account. Long story short, Onecom set up a data-line without my knowledge and charged be an extra £7 month for the duration of my contract. The bill came from Vodafone but Vodafone have no access to the account so I was unable to pay the bill or challenge it with Vodafone because they cannot access the account. When contacted Onecom they cannot tell me when the dataline was added as their records only go back to 2017.  I've had a credit default against me for over two years, unable to access finance or remortgage because of this. I have spent 20 hours + on the phone to them trying to either pay or get the bill cancelled. The complaints department are not accessible from the phone. Every time I ring I have to wait an hour for them to find the account despite me telling them it is a Onecom account and that i just want to speak to someone who is handling my complaint. How can a phone number for the complaints department not send you to the complaints department? I have been promised return call on three separate occasions and on each occasion nothing happened. I have been promised e-mails of my complaints and never received them. I am starting legal proceedings, I have complained to the ombudsmen service and hope someone at Vodafone complaints might read this and finally get back to me to stop me taking this further. I would not recommend this company to anyone ever, the level of service is appalling and the contempt you get treated with is just astonishing. The fact the two partner companies have a system where a bill comes from one company (vodafone) but set up by another (onecom) that cannot be accessed by the company sending the bill and ultimately handing out credit default notices for accounts their own team cannot access is a disgrace. PLEASE CAN VODAFONE GET BACK TO ME REGARDING THIS COMPLAINT. I've been assured that the complaint is on the system!

[CallumR]

Hi @alihorsley. Thanks for reaching out to us. 

I'm sorry the experience you've had when trying to contact your complaints handler. If you've had a complaint raised, you should've received an email for the complaints portal. From there, you'll be able to keep track of your complaint and also email your case handler. 

If you've not received the email in question, please reach out to our Social Media team. You can contact them on Facebook or Twitter. 

[alihorsley]

Promised an E-mail but never sent one