Vodafone complaints

A question about : Vodafone complaints

Over the last 6 months had some serious problems with Vodafone and each time it's been like we don't care as you can't do much about it and we can't be bothered (!).

Had enough now and time for a lengthy letter of complaint detailing all my 'issues' but rather then send this to the generic customer address anyone got the details for the director?

I remember someone once posting details of a website that has all the addresses and e-mails of senior bods at companies but can't find it now.

TIA.

Best answers:

• Found it!
  https://www.connectotel.com/marcus/ceoemail.html
  Details is anyone else needs it.
• A few months back I had a dispute with Voda three months on the trot.
• First they knock me off my tariff 'by accident' and I cannot be put back on it because it no longer exist (I had unlimited text messages), so as a consolation they gave me 1,000 text messages a month, ok I guess but I would have rather had my unlimited text messages back.
• Second they seem to have forgotten to credit my account with the 1,000 text messages and I get charged for almost 900 text messages well done Vodafone as a consolation this time they wiped all charged (yes, even my line rental) ok that's a little better.
• The third month saw them do the same thing, forget to credit my account with the text messages, this time they wiped the text message charge, but that's it.

I've had no problems since and this was almost 6 months ago.
I'm close to month 12 of my 18 month contract, cannot wait to go back to Orange, the only reason I changed was because of the unlimited text messages which I no long have because of a !!!! up.
If I'm going to give a little respect to Voda they did seem to act quickly when the !!!! ups were made. I used the online email form, didn't even have to speak to anyone, worked like a charm, still leaving when my contracts up though :d
Here's the link
https://online.vodafone.co.uk/dispat...pageID=AV_0059

• Sent an email to the CEO, fingers crossed, said I'll escalate it to Oftel if nothing is done, I had a load of hassle beginning of the year, will leave whenever this is sorted regardless of what they do as well.
• Had a phone call from the CEO office yesterday acknowledging the receipt of my e-mail and that someone from Vodafone will be in touch soon to resolve the issue. Fingers crossed...
• Slight update if anyone is interested, they've put me back onto a 12 month contract and are calling me back on Monday to discuss available tariffs to switch to for the final 6 months.
• I'm so mad at Vodafone right now. My son wrote to cancel his contract with Vodafone back in June. You have to give 30 days notice, so it would mean his contract ended in July. He paid what he thought was his final bill in August and then he cancelled his direct debit at his bank.
  Unfortunately, he still had less than a month of contract left to run when he cancelled it, so he got a final bill in for £29.11 in September.
  He doesn't have a chequebook, so he gave me money and I wrote and posted off a cheque on 4th October. I wrote his details and account number on the back of the cheque. The cheque was cashed on 10th October.
  On the 31st of October he got a final reminder for the £29.11. I phoned (he works offshore so he gets me to open all his mail incase anything needs to be dealt with in his fortnight away). I spoke to a lovely lady who asked me the number of the cheque i'd sent. They couldn't find any trace of the cheque. She said it must have been cashed my another department so she would send an e-mail to find out who had cashed it.
  Today he received a letter from a debt collection agency for the £29.11. This was sent out 10 days after I had spoken to Vodafone. I phoned Vodafone this morning. I was told that an e-mail had been sent to the other department and they had been supposed to have cleared the account. Because it's Saturday the person who deals with this wasn't in. She says it will have to wait until Monday.
  The letter from the debt agency says that he must either contact them or pay the outstanding amount by the 22nd of November or he will be taken to court or have a debt collection officer come round. My son won't be home until the 24th. I phoned them and explained about the cheque having been cashed and Vodafone having lost it. He says he would put a 30 day extension on it.
  I'm so mad at them. I'm going to the bank on Monday to get a copy of the cheque, which might take up to a week to get. I don't want my son's credit rating to be affected by this. I think i'll write to that address that the OP has posted.
• Thanks.
• Had another conversation with them today, been put on Vodafone stop the clock, given more texts and paying less line rental! Can't be bad. Pretty pleased but of course if I don't get a good upgrade offer in 6 months I'm going to up and leave...
• Working for Vodafone I'm sorry to hear of the problems you've been having, though I'm glad that 'fatboyonadiet' and 'SMH' appear to have resolved their difficulties.
  jackieb, I hope our Collections team can get your situation sorted out too, however if you do require any further support I'd recommend using our email department (as mentioned by 'SMH'). You can contact them by going to www.vodafone.co.uk, selecting 'contact us' then 'email'. Also, if you leave the short code FIT135 in your email this will allow it to be picked up by somebody who'll be able to deal with your request once it reaches customer services.
• I have been a customer with Vodafone since summer 2006 (I need to double check the exact date) and here is the list of problems I have faced from the start:
  1. I was told by the Bath store Manager Michael (I am sorry I do not know his last name) that I was getting a great student deal and to make it even better he would include free WAP browsing and a sort of "Get out of Contract" option, which would normally cost Ј10 extra. This meant that as long as the phone was still in good condition I could return it to the store and cancel the contract at any time and not be tied in for 12 months. I browsed the web and to my astonishment my bill came to a huge amount in the first couple of months. I went into the store, the manager apologised and said that what he meant to say was that it was only the Vodafone Live menu that was free to browse and not the whole of the Web and added some credit to my account.
  2. Three months later I saw I was being charged for a service which allowed me to play videos on my phone. I did not asked for this services, nor was I notified that it was going to be added to my package. Once again I went into the store to be told by the manager that the services is free for the first three months, after which you have to manually cancel it. I pointed out that I did not ask for this services and he had not told me about it, he once again apologised. At this point I cannot remember if he added some money to my account.
  3. I decided to try the online billing system in an attempt to be more environmentally friendly. This did not work so I rang Vodafone to ask that they start to send me paper bills once again. The lady on the phone assured me that this was done yet I had not received a bill for quite a few months. My only reference to how much I was being charged was my monthly bank statement. I noticed that I seemed to be paying a huge amount which was not justified, so I rang once again and asked to received my bills. Once again, I was assured this was changed on the system and I would begin receiving my bills.
  4. I had lost my phone late December 2007 and I was due an upgrade at this point, so I visited the Vodafone store in Liverpool Street station in London. I received a new phone and the store attendant (whose name I can get you as it is on that contract) promised that I would begin receiving bills. I upgraded my contract as I felt I could save some money by getting more minutes and texts. he asked me if I wanted to purchase insurance for the phone, to which I gave him a categorical NO...
  5. However, my bills remain just as high. A few months later I still had not received a SINGLE bill from Vodafone and I saw on my bank statement that I was paying in excess of Ј50, sometimes Ј60 per month. I rang Vodafone feeling quite cheated and angry as you can imagine. I asked the lady how she could justify me having to pay such huge amounts when I already pay Ј35 for my plan which included many more minutes and texts than I actually use. She alerted me to the fact that I was also paying Ј6.95 for insurance, which I specifically said I did not want! She also alerted me to a text service which was amounting to about Ј4 per week. I fell victim to a texting scam, which is now sorted out, but because I had not received a single bill form Vodafone I did not catch this as early as I could have done. I am sure you can understand at this point I was at the end of my patience with Vodafone and wanted to leave the services, so I asked the lady on the phone if I can use my get our of contract option, which was included in the package when I first received my phone. She told me I could not do that and that I was tied in until Aug 2008 and further to that she did not know anything about the option, had never heard anything like it and advised for me to go back to the original store to sort this out. I asked to her to send me backdated copies of all my bills, she said she could not do that and can only go back 3 months. I said that that will have to do and can she make sure that from that point onwards I begin to received paper bills through the post. She assured me, as everyone else before her, that this would be done.
  6. To this day I have not received a single bill, I am still being charged for insurance I did not ask for and my bills are still exceeding Ј50 per months and I have no idea why because I have NOT SEEN A SINGLE BILL!!!!!!
  I have written to the excutive, let's see what reply I get.
• Can't say I'm surprised. They are absolutely appalling to deal with and their customer complaints department is good on platitudes but very poor on actually putting things right. I wish you luck - your very long and detailed synopsis should draw the total lack of customer service at Vodafone to the attention of others as a warning. In my experience, the underlying problem is that they are slaves to ancient systems and don't worry too much about actually putting anything right, even when they tell you they will. Maybe the Executive will help, but it really shouldn't have to be that way, should it?! It IS a maybe as well....
• Hi iouliafenton,
  I'm sorry about what's happened with your account. It sounds like there's been a fair bit of misinformation along the way and I'm going to get this all fixed for you.
  If you head over to the Vodafone Online Contact Form, fill in the boxes and include the code FIT135 in your message, your email will come through to the Forum Intervention Team and we'll take a look at this for you.
  Speak to you soon,
  Hopefullyuseful1
  Vodafone UK
• My Vodafone contract was eligible for an upgrade and I emailed Vodafone with an offer I found from Dialaphone with Orange with a free Samsung Omnia. Next day someone called and made a better offer that included half price line rental, which I accepted. Being very cautious I repeated the offer and made that person repeat it twice. Next day, I called 191 to make sure that everything was applied on my contract as I was offered. IT WAS NOT! Only half of the things were in and full price line rental!
  On 191 they didn't take any responsibility. In addition, they refused to transfer me to the person I originally talked to, even though I knew the specific extension. I asked for my contract to be canceled and I was on hold for 1 hour, after which I hanged up. It is worth saying that the same thing happened again at my previous upgrade, only that the 14 days had passed when I found out, and it took me 8 months to find a partial solution.
  I have now sent a formal letter and an online complaint (using FIT135). Furthermore, I am about to file complaints with Consumer Direct and Ofcom. Once I do all this, I will tell you exactly how to file complaints, so we can put an end to mobile phone providers deceiving us like that in order to earn more money.
  In the meantime some piece of advice:
• When you speak to customer services, ALWAYS ASK for the NAME and EXTENSION of the person you are speaking, so if something goes wrong you know who to blame.
• When you are offered something, ALWAYS CALL BACK and CHECK the following day. If you find out that something went wrong when the bill comes, it will be too late.

I would also very much appreciate, if Hopefullyuseful1 could provide some honest comments for us.
:confused:

• My contract was to end on 31/10, I understood at midnight, but my service was cut at approx 6.00 p.m. I phoned and renewed my contract at 7.00 p.m. on 31/10 and was told I would be reconnected overnight and would have service when I got up the next morning. Next morning, NO SERVICE. Midday 01/11 phoned 191 from another phone and was told it could take 48 hours to reactivate my service. It is now 03/11 and still NO SERVICE. Have now contacted Vodafone as suggested by Hopefullyuseful1. Hopefully I will get an answer and some service. Will keep you posted.
• Hi, I have had a problem with Vodafone in that I was going to cancel my contract back in Feb 08 and change to a payg but when I spoke to someone they offered me a good deal to stay on contract and it would only be Ј7.50 a month since I didn't want a new phone. They did at no time mention it was a new contract for 12month and the discount would only apply for 9 month of it. As far as I was led to believe that was it and I would be paying that for as long as I stayed with Vodafone. To my surprise my bill came in this month and it was back up to Ј25 so I immediately phoned them to ask why and was told that it was at end of offer and that I would be paying that till the end of my contract in Feb. I emailed them to say I was not happy with this as at no point was I told any of the above and I did not sign into any new contract as they said I had, I recieved no paperwork from them at the time other than my bill at the reduced rate. They replied to my email today saying that they will refund me Ј15 for this month since I was unaware of the deal and that they cannot change it for the rest and I will have to pay Ј25 until the end of my contract in Feb. I feel this is a real con on their part as I would never have agreed to stay on contract and would have changed to payg back in Feb. Any advice gratefully recieved, thanks.
• Bikerchick,
  1) Call 191 and ask that you are indeed in a 12 month contract and not 18.
  2) Fill in the form (it will only take a minute) to inform Ofcom about this. They will not respond to you, but they will take action against Vodafone if the number of complaints is large
  https://www.ofcom.org.uk/complain/mob...?itemid=316147
  3) Write a brief letter to customer services. The address is at the back of your bill. The letter should be in the form:
  XX date I was offered a SIM Only deal. On this deal I was offered:
  - SIM ONLY deal
  - X free minutes and Y free texts
  - Monthly line rental of Ј7.50 including VAT
  - no fixed term contract
  - cancellation with 30 days notice.
  I was surprised to find out when I got my 9th bill that instead of what I agreed I actually got:
  - 12 month contract
  - X free minutes and Y free texts
  - Monthly line rental of Ј25
  - discount of Ј17.50 for the first 9 months
  You should specifically state that you have been "mis-selled" a contract, as it was applied without your consent. Ask for an immediate refund towards the discount you are entitled and a full explanation of why this happened.
  At the end of the letter state that you are confident that the matter will be resolved, but if not, you are prepared to file a complaint to Ofcom, Otelo and Consumer Direct.
  They will most probably give you the discount for the remaining of your contract, but after that you will keep paying Ј25. Therefore, make sure you send a letter 30 days prior to the expiry date, stating that you request your number to be transfered to a Pay As You Go plan.
  If you don't get AT LEAST what you were entitled, proceed to step 4:
  4) Read that and click on the "Complaint Form" link on the left hand side. They will help you resolve the matter.
  https://www.otelo.org.uk/pages/39contactingotelo.php
  5) Send an email to:
  https://www.consumerdirect.gov.uk/contact#sendemail
  They will give you further advice.
  IN ANY case, even if they resolve the matter, do NOT omit to inform Ofcom about this. Let's fight for fair services!
  https://www.ofcom.org.uk/complain/mob...?itemid=316147
  I hope it helps!
• If you are offered a deal to remain with your current provider
  CALL TWO DAYS LATER TO CONFIRM THE DEAL
  There is no harm in doing that. Specifically ask the customer services advisor to read out to you your current price plan. Make sure you get answers to the following questions, if they apply to you:
• How many free minutes have I got? Anytime+Crossnetwork?
• Which free bundles are applied to my account? (e.g. Free texts, Vodafone Passport, Free Internet, etc)
• Is there any charge for the new phone I received?
• How much is the discount for the line rental?
• When is the contract expiry date?
• When is the expiry date for the line rental discount?
• When is the expiry date for the free bundles?

Make sure that you get the answers to every question that applies to you. DO NOT ASSUME that you will always get what you are offered. Providers tend to mislead customers and mis-sell contracts to fight competition. And in any case, mistakes do happen. If you act within 14 days you can always cancel the deal and either get a new one, or go to another provider. If you leave it until the bill arrives it will be too late. They will blame you for any inconsistencies on your price plan.
And never forget to:
WRITE DOWN THE NAME AND EXTENSION OF THE PERSON YOU TALK TO.
https://www.ofcom.org.uk/complain/mobile/missell/


• make the most of now - leave
  Voda are complete idiots & good luck having voda address your complaint - these are passed to 3rd party call centres - the ones you called that didnt resolve your issue, as for the forum team well they are just as hopeless ( as polite & sympathetic as they were at my circumstances )
  " Yes Diamonds we cannot provide the plan you signed upto from our AUTH dealer, we have nothing suitable as a alternative & you will have to pay the remaining contract period out to leave "
  Service with a F'in smile...I have had problems with all the networks monkeys over time, but Voda's sheer arrogance to force me to the T&C when from contract commencement they did not provide the plan VOIDED our contract & T&C.......
  asked for my overusage to be credited back every month then........." NO that would run into hundreds possibly thousands of pounds for unlimited landlines "
  Voda made thier dealer dept make the 3rd party pull the deal they were offering ( it took weeks to pull ) & even paid commission to the dealer for my contract.......gggggggggggrrrrrrrrrrrrr
  Awaiting thier court appearance thier debt collection agency keep threatening to make that court date ( & calling me several times a day everyday ) & will countersue for oustanding balance, breach of contract, and leaving a disabled person unable to work with no credit available thanks to the mis information reported to my credit file unable to buy on 0% credit which when you recieve DLA is your lifeline, 4 months I had no cooker this year as the old one broke...4 months to save Ј200 to replace as I was in a situation caused by Voda's complete incompetant to stand by there own T&C which state to MY detriment I can cancel.....but according to Vodafone that does not cover an alternative plan they forced me on to than I signed upto ?
  PLEASE im studying for a LLB Voda, & i knew contract/T&C before that......