Shocking absolutely disgusting service

[gabriellalov3]

This is what happened to me and the complainant I send , Had anyone got any advice or has this ever happened to anyone ? 
I do not normally complain but this is absolutely discustin . on the 13 of September I have made an upgrade on my phone , for the new iPhone 14 pro max , all fine got an e-email with a delivery date time and so on . Which was on the Friday 16th September, booked the day off work unpaid to receive my phone I was at home all day waiting and nothing , no email no text no delivery, I called the next day 17 of September and I was told aw no sorry the phone is out of stock it will be delivered in the next 3 weeks at some point , so why couldn’t no one let me know ? Why did I receive an email with delivery date and time , anyway the lady on the phone apologised and said to call back when I will get my phone (for which I had to book another day off work unpaid at very short notice ) and I will be compensated, I did call the same I got my phone on the 22nd of September, lady on the phone again apologised and said she is putting a £50 credit on my account so my September bill instead of £70,02 is gonna be £20.02 all well and good I agreed said thank you and hang up . Next day 23rd even tho my payment date is 24th Vodafone is requesting a £70.02 payment from my bank , so I call again another lady on the phone apologise and says she’s so sorry the other person didn’t put the credit on the account and she has done it now to wait 24 hours it will be on my account I said Oke and hang up again , meanwhile the device plan of £34 came out but is came out of a wrong account account which was my boyfriends and not the one I set up the direct debit on which was my account so I call Vodafone again to clarify this and say that wasn’t the account I set up and they just put my boyfriends account in overdraft, she apologised charged the debit to the correct one said I can get compensation again for the charges of the overdraft which I said is fine not a problem as long as is the right account from now on . Also I asked about my September bill about the £50 and she looked and said aw no is not on there so I explained to her again she said sorry she has sorted it my bill is £20,02 and she even offered to take the payment over the phone for me and I said no I will do it myself on the account so I waited to show up so this was my 4th call I think . Anyway 29th of September Vodafone again trying to take £70.02 out of my account so at this point I was like Oke this is ridiculous so I called again explained again and the person of the phone his name was Omar apologies again makes a big fuss and says he has done it now so at this point I didn’t believe a word of what this “advisors “ or whatever they are said I asked him to send me a text confirming all of this , and he did I have it on the phone now , again today I get a request from my bank saying Vodafone is trying to take another payment of £70,02 at this point I was so angry and upset so I called again a lady answered I told her the situation again and she said aw no the £50 has been put on my account for the October bill , so I have to pay the £70.02 now , I was so confused angry and disgusted I said no this is not right not what I been told and promised by 5 different people , I told her to listen to all my previous calls since they are meant to be recorded and I asked to speak with a manager which she went for a good 10 min keeping me on hold she comes back even tho I was expecting a manager and says she spoke to one and the manager said what she can do is refund in my bank £50 so I have to wait 3-5 working days for the money to go in but I have to pay the £70,02 now , at this point I was feeling that they where treating me like an idiot not a paying customer that has been with Vodafone for over 6 years , I told the lady no that is not good enough , is disgusting and why is the manager not speaking to me and just sends a message ? So she went back and finally after another 5-10 min the manager comes on the phone , again I explain to her the situation and she apologise offers me the same resolution again and another £50 for the next months bill to which I said so why if I don’t have the £70,02 in my account since I was not expecting this payment and the £50 takes 3-5 days to Come . This is not my fault that 5 of your advisors have told me that my bill will be £20,02 sending me confirmation texts of it called so many times to been told the same thing not one told me different about going in the October bill or anything like that I told her go back listen to all the phone calls I had with the 5 advisors , she apologised for the staff , I told her I am gonna cancel my contract because this is disgusting, to what she said aw actually you don’t have to pay this months bill cancel the payment from your bank and then they will take the £50 out of it automatically when the payment is not made and it would not affect my credit score or put me in arrears since there is credit on my account and just to activate it again when my next payment is due on October 24th . And pay I normal to which I said yes I asked her again to send me confirmation of all of this thru texts or email and everything to be noted on my account since no advisor seems to note anything down she promised she would have me reference number and all that to which I said Oke . Now 4-5 hours later since the call I tried to long into my Vodafone account to which I was not getting the security code thru text I was like what is happening went thru the app tried for a good hour became I wanted to see my bills breakdowns and all that stuff after an hour randomly I looked at account controls and notice that all my text and calls have been turned off so I wasn’t receiving any , anyyy calls for the last 6 hours are you kidding me ? ????? This is ridiculous so I got into the account and changed it went to look at bills and now somehow it shows that the £34 that came out of my boyfriends account is not there anymore and I am due that payment !!! Can someone with a brain or knows what they are doing get in contact with me ???? Solve this because if not I am going to take this situation very far , I will cancel my contract and will never use Vodafone again and I will make sure all my family and friends do the same .

[BandOfBrothers]

I can certainly see from what you have written that you haven't had the best support from Vodafone here.

The agent(s) simply should have applied what they promised.

Unfortunately account access isn't available via the Vodafone Community Forum however the Vodafone Social Media Teams can if you contact them via Facebook Messenger or Twitter DM > Contact-us-for-account-specific-queries and I'm sure they'll look into this.

Link back to your post here so your not having to repeat yourself.

The Vodafone Social Media Teams are part of the Customer Relations Team too.

However you can still raise a complaint here > complaints/code-of-practice which then also creates a paper trail. 

Between them hopefully they'll sort all this out @gabriellalov3 

I wish you all the best. Take care.  😎 

[gabriellalov3]

Thank you so much I will try this . I really appreciate it I been so stressed because of this