For the past 2 weeks the 3G on my phone has been way below 1mbps which is unacceptable. I've been on to vodafone several times who blamed the phone despite the 3G speeds being good elsewhere, the sim card to which they replaced it, then numerous masts not working correctly despite their live coverage checker saying everything was fine. Now I have been back on today and the advisor tried to sell me a Sure Signal box for £75 which I wasn't prepared to pay. The advisor later stated that " We can confirm that it is not fault at all, and there are no faults or anything reported in the area as we got the confirmation from the team it might get updated more in the future and you have a service working Ryan yes it could be slow but at the end of the day you are able to use your service for calls, texts and internet " They are now basically trying to say they have too many customers in my area so that's the reason the service is poor. I pay a great deal of money to them every month for them to take this shocking unhelpful stance. It was basically there is nothing we can do. Absolutely frustrated!

I upgraded in December 2013 and not long after the phone audio became faulty - callers couldn't hear what i was saying unless i turned the loudspeaker on. During the time it took me to send the phone off to be repaired, i damaged the screen. I was advised i would have to get both faults repaired and the screen would cost over £150. I asked a vodafone customer service agent if i was able to get the screen repaired by a third party and then send the phone to get the audio repaired through Vofafone. I was advised this was fine and the audio would be covered under warranty. After 10 days i called the helpline to chase my phone repair and they advised me it wasn't covered under warranty. i requested for an investigation to be started on why i was advised incorrectly. over the 10 days the investigation has been taken place i have been lied to by vodafone stating there was a part missing, i have requested phonecalls from management and not received any and now the 10 days are up, apparently they can't find a recording of my phone call (convenient) I have had my phone back and now the back button doesn't work either so the phone is now totally unusable and in the meantime i just have to wait and keep paying my full bill!! I have been with vodafone for over 10 years and have got 3 contracts with them and i get treated like this?

hi all, my wife and daughter both have vodaphone contracts. daughter has about 10mths left, wife about 15mth. they have had nothing but trouble with signal and a numerous amounts of calls to vodaphone. they were constantly losing signals and being cut off mid call. daughter was losing wifi signal sitting 15 feet away from box and not always knowing it and a couple of times had 50 and 60 pounds added to her bill for internet use. when she phoned them they said they would sort out the signals for them both but nothing changed. phoned again and they said it must be the phones. i have the same one on t.mobile and have never had a problem. took them both back to apple and got them changed but no difference. when my daughter phoned again they advised her to upgrade her contract from £33 to £47 which would give her more internet and 4g.she paid that for 6mths or more and in that time was still useless and never got 4g at all. when she phoned again recently she was told that her iphone 5 was not compatible with 4g which is total rubbish also. that was the final straw for my wife and daughter and they have both now gone out and got contracts with someone else and have not had a problem in the last 2 weeks. can they get out of them contracts as they was not getting the service they were paying for.if not is there anything they can do. regards gripper.

I have 4 accounts with Vodafone (1 personal, 1 work, 1 data and 1 for the wife). When I took out the contract with Vodafone I have recently moved across from overseas and did not have an established long term credit record. As a result the sales person requested that I pay a £20 fee for the new contract - something I was willing to do as the contract was a good deal and I would get further discount through the employee advantage scheme. I signed up for the employees advantage scheme and got notified that it was active and looking back at my bills the discount had been applied. I received a message from Vodafone that they are upping my data allowance to 5Gig from the 3Gig per my initial contract. No mention of any change in contract or termination of the employee advantage benefit. Per the terms and conditions it reads that if "you" change your package then you will need to reapply for the discount. I did not change my package, my monthly amount is still the same and Vodafone simply decided to increase my data allowance, this was done without my request or authorization. I noted on my bill during June that the employee advantage discount was no longer applied and contacted the customer service team on 14 July (within 30 days of noting the discount being missing). They indicated that I should have reapplied for the employee advantage scheme due to a contract change - something I did not request and received no notification whatsoever that my discount which I have applied for would fall away. I would like to see if a Vodafone customer care representative on this forum would be able to properly resolve this matter as I don't believe this was an honest move by the company and the employee advantage scheme was the main consideration as it made the total cost of the package the most favorable.

The person I’ve been in contact with from customer services has completely ignored the whole point of my complaint (not to mention got my name entirely wrong in the initial reply) – can someone from the Web Relations Team please pick this up? I believe that Lee frequents this forum? (I will now go and fill out the form as I've seen in other Vodafone threads.) Edit: Reference number received: WRT 135 - CAG Forum [#7281299] From what I gather, only the Web Relations Team seems to care about things like this. So instead of sending my latest reply to someone who isn’t helping, I thought I’d just add the whole email chain below (people's names and details redacted), and then just add my latest reply to the end of it. I hope you'll be more helpful, Lee! --Original Message-- Date: 12/06/2014 13:56:42 Subject: complaint Name: [withheld] Email: [withheld] Contact number: [withheld] 12/06/2014 [Address withheld] Dear Vodafone team, Earlier this month, I sent you a letter to cancel my contract due to your recent plans to increase out-of-bundle prices. I originally received a text message informing me of these changes, directing me to your website. The webpage stated that the customers affected would receive a text message. As I mentioned, I did receive a text about it, so I understood that I could cancel my contract without any early termination fees. I proceeded to write Vodafone a letter for confirmation of this, asking to *let me know* if I could contact customer services for a PAC code. What I requested is very different to what was then actioned. A couple of days later (5th June), I received a PAC code directly by SMS, with no other information except that I should use it within 30 days or it would expire. A general inquiry to customer services confirmed that by using the PAC code the contract would be terminated. All fine then, I thought… I received no further communication until yesterday, exactly one week later, by which time I had already ported my number over to a new provider. So despite promptly sending me a text with a PAC code, it was *only today* that I received your most crucial communication – i.e., that somehow my number isn’t actually affected by the changes and thus I can’t cancel early without incurring fees. A one week gap is far too late and completely disjointed from the delivery of a PAC code. I rung up customer services again, identifying myself and my situation this time, and one of your agents thoroughly agreed with me. Furthermore, the letter I received didn’t even explain how the decision was made, seemingly ignoring my own original letter where I outlined how my usage was changing and would be affected by your price increase. The customer services department informed me that there is now an early termination charge of over £300 for the remaining 12 months that I had on my contract. They can’t waive it themselves, but I was recommended to write to the Vodafone head office – your agent agreed that there were serious shortcomings in the way that things were actioned. So to recap: - I received a text (29th May) saying your prices were increasing. Your website confirmed that the customers affected would receive a text and could cancel their contract by writing in. - I wrote in (2nd June), not asking for a PAC code directly, but instead asking for confirmation that my contract could be terminated due to your changes, and to let me know if I could contact customer services for a PAC code. - This was entirely overlooked, as I was directly sent a PAC code (5th June) by text. Customer services confirmed that using a PAC code would terminate the contract. With no further word for a week, it was more than reasonable to think that my request was approved. - But it was only then, a week later on the 11th June, that I was informed I would have to pay early termination charges after all. I do not understand why someone chose to use snail mail to convey this most critical information, or to have not at least prefaced it with a call or an email at the same time as the PAC code was sent. I find it very misleading and neglectful that in the age of instant communication, someone chose the worst possible order and method to send this critical information. Even if we ignore all that, someone completely contravened my wishes. It was quite clear that I only wanted a PAC code due to the recent changes, which were supposed to allow ending your contract without early termination charges. The main error was sending me a PAC code which I didn’t directly request, worsened by delaying much more crucial information (i.e., that early termination fees would apply) by sending it through the post with no other faster warning. In conclusion, it would certainly help me keep my confidence in Vodafone if you would do the right thing and waive these early termination charges. A major misunderstanding was created which I am now expected to pay for. Surely, retaining someone as a potential future customer is more valuable to Vodafone than the charges themselves. I’d also be much happier to write and share something positive about how Vodafone handled the situation, rather than go down a long road of complaints. Finally, if someone could contact me by phone or even by email in the first instance, rather than have me wait for another letter, it would be greatly appreciated. Best Regards, [withheld] Former account no: [withheld] Mobile phone no: [withheld] Email: [withheld] Date: 17 Jun 2014 11:37 Subject: Re: complaint [#7161124] Hi Harmeet [my name isn’t Harmeet?!], Thank you for contacting Vodafone Customer Services regarding cancellation issue. I understand your concern thoroughly and would have felt the same if I were in your place. I called you today on your alternative contact number [withheld] at 11:25 p.m. GMT and could not reach you as it just beeped. We’ll just need to confirm a few security details before we can help. Please reply to this email with your: • Date of birth For any further assistance, and for future reference, please click here to get in touch with our relevant teams. Additionally, you can post your query to our customer service team on Live 24/7 online chat. Timings - Voice : 08:00 -20:00 ( 191 & 03333040191) Live Chat : 24 * 7 We appreciate your business with us. We look forward to serving you better and thank you for being a valued Vodafone customer. Kind regards, [withheld] Vodafone Customer Services Vodafone Limited Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN, Registered in England No 1471587 We hope you have found our Email Customer Service helpful and convenient. To contact us please click 'here'. Thank you for being a Vodafone customer and I hope you enjoy all that Vodafone has to offer. Date: 17 Jun 2014 12:09 Subject: Re: complaint [#7161124] Hi, Thank you for trying to call me but that number is no longer connected. Please call instead on [withheld], thank you! To answer your security question, my date of birth is [withheld]. Best Regards, [withheld] Date: 24 Jun 2014 07:26 Subject: Re: complaint [#7161124] Hi [withheld], Thank you for contacting Vodafone Customer Services regarding PAC issue. I can understand your concern thoroughly and would have felt the same if I were in your place. I have checked your account and confirm that your number [withheld] is not going to be impacted by 10% rise in price. Whenever you request for PAC it is mandatory for us to provide you PAC. You used the PAC code and your number was ported over to Three on 9/6/2014. Once your number is ported out, and your number gets active with the other service provider, your account with us will automatically get cancelled. Post the cancellation of your account, a final bill will be generated as per the usual bill cycle date. This bill will consist of the line rental and usage on pro rata basis till the last day. Also, your online account access will be disabled and deactivated on the disconnection date. We’ll recommend that you download the bills, if required, from your online account before this date. Please do not cancel the direct debit for this number till the final bill has been paid. For any further assistance, and for future reference, please click here to get in touch with our relevant teams. Additionally, you can post your query to our customer service team on Live 24/7 online chat. Timings - Voice : 08:00 -20:00 ( 191 & 03333040191) Live Chat : 24 * 7 We look forward to serving you better and thank you for being a valued Vodafone customer. I trust the above information helps. Kind regards, [withheld] Vodafone Customer Services We hope you have found our Email Customer Service helpful and convenient. To contact us please click 'here'. "I already know you’re obliged to send people a PAC code if customers request one, but I did not do that. Instead, I asked you to let me know whether *I* could contact customer services to get one… provided, that is, that I could leave my contract without early termination charges, as per your announcement. After all, your website mentioned that all the affected customers would receive a text message – which I did, and that’s what pointed me to your website in the first place. Whether or not this was supposed to be a different text message, you did not specify at the time. Any normal person in my situation, having received a text and read the website, would have concluded that they were eligible for the cancellation. Hence I wrote a letter asking if it would be possible. Since you quickly sent me a PAC code directly by text message, with no other information for a week, it was pretty reasonable to think that you had simply allowed me to leave. After all, if something important needed to be communicated to me, surely it wouldn’t have been a problem for a major telecommunications company like Vodafone, right?… Except you did make it a problem. First of all, you refused to let me go without charges, which you didn’t explain at all – “you’re not on the list” isn’t an explanation. Your ‘list’ is probably based off past usage, which is completely irrelevant because your price changes aren’t going to affect past bills. They will affect future bills, and I clearly detailed how my future bills were going to change with the upcoming start of a second job – I stated how the rise in charges would impact me by over 10% of my usual bill. Secondly, and most importantly, you withheld this crucial information by sending it to me by letter, which took *a week* to arrive. It’s no surprise that I had already used the PAC code by then, because in the absence of any other communication from you, I was led to believe my request was approved. Any normal person would have reasonably expected a warning within no more than 24 hours – not a week. There is no excuse when I could have very easily been informed by email, or via a phone call, or even in a separate text accompanying the PAC code. Delaying this crucial information was negligent at best or deliberately misleading at worst. It is not reasonable to expect me to pay for the mistakes and shortcomings of your employees. I would rather not be forced to complain to the Ombudsman Services, CISAS and OFCOM. Not to mention, I am sure you'll agree that keeping a potential future customer (and his household) is worth far more than an early termination fee, which was the result of negligent communication to begin with. Best Regards, [name withheld]" Okay, that's all of it! Sorry for the massive post, Lee, but thought it would be best if you got the whole email chain... I do hope you'll be able to help.

I run a small businesses and due to family illness and recent jury service, I am one month in arrears with my bill. I contacted Vodafone today to make a payment plan, their solution was to cut my phones off for 3 months whilst I made payment under the plan as well as paying my current bills on time, the person on the phone was un helpfull and told me thier was no other way apart from paying the bill in full in the next 7 days. if this is vodafone help it shows that all vodafone are interested in is how much money they can get. Can anybody make a suggestion as to my next move I considered the ombudsman but that will not stop the complete disconnection.

Hi, I'm desperate for some help please with an issue with Vodafone. Summary of details: My son thought he's misplaced his phone on the 9th May whilst in Barcelona, by late Sunday he realised he'd either lost it or had it stolen He flew back to the UK late Sunday and was on the road back to his base to take part in a military exercise (we have retained the flight confirmation as evidence of his movements and have confirmation of the exercise) He asked his partner to report the loss and have the phone blocked which she did Sadly she had recently had a 3rd miscarriage was undergoing medical treatment as a result and so she reported the loss to Vodafone on Tuesday 13th May i.e. the following morning/day At no time during the call to block the phone did Vodafone advise her about any fraudulent calls and she heard nothing else from them until she called on the 5th June to request proof of purchase and blocking for an insurance claim when they told her about the forthcoming bill of £2,228 She explained the phone had been stolen and initially was told she had to go into a Vodafone shop and it would sorted. This was followed by a call from Egypt saying that this wasn't the case and they had to pay and my son should have been more careful She became very distressed and asked me to help as she was going back to hospital the following day and was completely overwhelmed by everything My sons partner has had a contract with Vodafone for 12 years, 4,380 days, has always paid her bills on time and has demonstrated loyalty and reliability many times over the years. This is further demonstrated by the fact that she's paid £300 off the bill on the due date as she wanted to pay for their usage and so over estimated this just to be sure Headlines surrounding this case: Vodafone insist the bill has to be paid regardless of the extremely extenuating circumstances around reporting the loss of the phone or the loyalty demonstrated over the last 12 years The Directors' Office advised that it wouldn't be fair to their other customers to waive/apply goodwill and that all roaming charges must be paid. Comment: Having done a lot of research, this is totally incorrect and I can offer other similar cases where all charges have been dropped, see: Post from Mcbainhaydon to name but one. I can provide further links to cases and national newspaper articles on request Vodafone advised they don't always get data for usage overseas straightaway and so can't always see unusual behaviour. Comment: The Euro Passport, which my son has opted into give customers the opportunity to use their UK Plan whilst in Europe. If a customer exceeds this, Vodafone contact them via text to tell them. This means they can see the usage and have the ability to stop unusual behaviour as indeed the banks do. Note: 406 calls were made fm Barcelona, varying in call length and dialled in rapid succession with a country code of Estonia, resulting in £1,850 call charges. My son's normal usage is around £26 per month per Vodafone The main account holder is my sons partner, who simply added a second phone last year for my son. Vodafone have confirmed they sent my son a text (which he didn't see of course) to alert him about exceeding his UK Plan but they don't email the main account holder. Comment: The contract is up at the end of July but Vodafone won't release the PAC code whilst there is still an outstanding balance insisting this is 'one account'. If this is the case and it is 'one account', why didn't they alert the main account holder with the 'exceeding usage' text as well? If they did this as a matter of course to customers/businesses with multiple handsets/users, then customers who haven't realised they've either lost or had their phone stolen wouldn't be as vulnerable and it would save Vodafone a fortune in fighting with their customers As I write, the £300 which my sons partner has paid, on the due date, for their over estimated usage is currently 'sitting' at the door of Vodafone as confirmed by her bank. Comments: Why? And why hasn't this gesture being recognised by Vodafone? Headlines: Customer Service: Despite multiple calls to them and the promise of a call from a manager within 48/72 hours, it took them a staggering 264 hours to get back to me, telling me they were dealing with a large backlog. Comments: They could easily have reset my expectation by sending me a quick email, it could be an automated process and would save the Domino Effect occurring and Vodafone a great deal of time, money and resource trying to deal with customers calling back to see where their calls are, not to mention making a bad and stressful situation worse The Director's Office advised their Escalation Process is for the intention of determining whether a case can be placed in 'deadlock' which means you have 30 days to prove your case or face financial ruin. Comments: The Escalation Process is for the purpose of a fair review by a more senior person and used in order to try and settle any dispute. In our case, I was told that he would be escalated but and I quote 'It won't change the outcome…' The manager it was escalated to was the same grade as the original manager and so unlikely to have the authority or the appetite to over ride a colleagues decision The Directors' Office have told me that if I contact them again, they may not answer me. Comments: I emailed the CEO, had a quick response saying his Directors' Office would call me within 24 hrs, which they did. They advised the case remained closed, they weren't prepared to review it. I asked about the poor level of service, the response was that he didn't know the case, wasn't prepared to look at it and it remained closed. I strongly suspect all emails to the CEO go directly into the Directors' Office, hence a quick call back, and the fact the CEO didn't answer my second email and this was before the agent told me he might not! Not exactly the behaviour of a CEO is it… Having requested proof of purchase and blocking for the insurance claim on the 5th June, Vodafone emailed last week to say the handset remained unblocked. Comments: Proof of purchase has been requested 3 times in writing, we have this now, proof of blocking had been requested 5 times and this is still outstanding and so any insurance claim is void Thought it only fair to let Vodafone have a word about their values: Our values We’re obsessed with giving exceptional customer service. We’re hands-on, positive and always looking for fresh ways to deliver. The essence of who we are underpins our values. And by listening to our people, we've found that three things sum up what we're all about: Comments: Really? Where is the evidence of this? Speed – we’re focused on bringing innovative new products and services onto the market quickly - comment: How about sorting out the many issues surround phone thefts, installing an alert system which gives customers EVERY opportunity to help themselves and YOU? Simplicity – we make things easy for our customers, partners and colleagues: Comments: 264 hours for a call back wasn't easy. Speaking to the Directors' Office isn't easy. This department should be the customer service flag ship of Vodafone, there to help their company AND their customers. Instead it feels more like a toxic zone. What's bizarre is that they share all of their negative approaches with customers, they don't even bother to try and dress it up Trust – we’re reliable and transparent to deal with: Comments, the true measure of a company is how they react when a customer has a problem. The definition of reliable is: consistently good in quality or performance: able to be trusted. Something has gone badly wrong within the Vodafone empire, they are neither reliable or transparent as is evident from all of the above. We're currently awaiting the full record of notes and calls, both incoming and outgoing but have been told that they usually only provide outgoing calls and they don't record ALL calls, really? How convenient is that. Luckily I have a full log/record of them, with dates and names etc., As my mother used to say, if you want something doing, do it yourself! This is genuine case, we have the evidence to prove movements etc., My son is in the military and with his partner is just trying to make his way, do his bit and live a good life. They now face financial ruin for the foreseeable future due to something which Vodafone could have helped them with, both from the perspective of installing an early warning system for all customers as mentioned, and also in the way they train their agents to deal with their customers when there is a problem. They are full of contractions as you'll see from their values and lack any sort of empathy for their customers. I accept that in an ideal world customers will let Vodafone know as soon as their phone are lost or stolen, but here is the point, often they don't realise until some low life has taken advantage. This makes customers very vulnerable to both theft and it seems Vodafone. Finally, I have a suggestion for a new tagline for Vodafone which reads: Vodafone: Getting to customers with solutions before they get to us with a problem… Ofcourse this would mean sorting out their systems and service levels and given that I've read similar issues going back to 2010, one wonders if this is just another not spoken about lucrative arm of the Vodafone Empire? Any help or suggestions greatly received. reading other forums and posts, the Vodafone Web Team have been very helpful to other customers with similar cases. Can they perhaps help us finally? Thanks in advance, Peopod

Vodafone Customer Relations Manager Vodafone Limited The Connection Newbury Berkshire RG14 2FN Ref: Mobile No. ********** Dear Vodafone, Supply of Goods & Services Act 1982 I was sold a Sony Xperia Z as part of a 24 month mobile contract in July 2013, which is not of satisfactory quality, fit for its purpose and as described when I made my agreement with Vodafone, which is classed as mobile mis-selling. During the week prior to 6th September, 2013 my Sony Xperia Z phone needed to be charged more often than usual even after disabling apps etc and the battery charging area was (unusually) extremely hot. On the 6th September, I took my phone off charge, touched my FB icon on my homescreen only to see that there was a crack underneath 2 screen protectors to the lower right of where my charger goes in. After touching the icon, the crack spread rendering the screen unresponsive! In shock, I went onto the internet to research if this was a common problem with Xperia Z’s. *I was surprised to find various forums, facebook pages, complaints and even an online petition to prove that Sony had sold these phones as faulty. The following are just some of the links that I had found: (cant post due to being first post on here - many posts complaining about the phone) If you read the links, it is quite clear that since the Xperia Z has launched there have been various reports of people suffering from cracked display issues. What has been worrying for some is that these issues have occurred randomly even though the phone has not been subject to an accidental fall. In anger and shock, I immediately contacted Sony who told me that the engineer would charge me to fix the phone. I informed them of my findings online and they told me to contact my service provider and refused to believe me or care about my problem. On 7th September I phoned Vodafone and explained my situation. I informed them that the phone had not been dropped, crushed or mishandled in anyway and that the screen breakage occurred during use which led me to believe there was a fault with the screen. I further explained about the many complaints online and was met with one of your operators being rude to and he even laughed at me and said “Why did you buy a phone which you knew was faulty?” *I was appalled at this and couldn't quite believe his attitude. *He then told me that I would have to send the phone off to their engineers to be reviewed, with the quote of £190! I was so upset and in tears that I waited to contact you again when my partner came home. I then phoned back and asked to be put through to customer loyalty (after having to explaining my situation again) and stated that I wanted to cancel my contract. *I then got put through to another department that quoted me £600 to cancel! No consideration was taken for the fact that I was upset and you totally disregarded my situation. *It was at this point I broke down in tears and explained that I had post natal depression, a new baby and a broken phone and passed the phone over to my partner, who was then put through to Abraham. *He was the first operator that actually demonstrated great customer care and loyalty. Abraham eventually said that Vodafone would waiver the cost of fixing the phone. See below a text message sent through to say you would pay for it: (cant post photos as its my first post) I said that I was worried that it would happen again and he said they would also put it on their system that if it happens again, after fixing it, that they will also pay again for it to be fixed (I found out later that this was not put on my file!) You did inform me that even though you would fix it, you would not replace the phone. You also refused to offer me another phone as part of the contract despite my concerns. Below is a brief timeline of events that I noted down: 14th September Sent my phone off to Vodafone with the promise of them paying for it to be fixed. 19th September Got my phone back from Vodafone, fixed, for free. I still do not understand why they are giving me back a phone that is known to be faulty. I'm just going to wait for it to happen again, in the meantime I will still be contacting Watchdog. 20th September Emailed Watchdog 28th September £190 was taken from my account on 28th September, leaving me with only £22 in my account! This is with a young baby at home! This caused a lot of issues for me rent, shopping etc. I rang Vodafone, in tears, AGAIN! Eventually, they told me that they could credit me within 7 to 10 days. I explained my situation and again, they told me they couldn't refund me straight away! 21st October I phoned Vodafone I asked for the money to be returned to my account immediately but was told "Credit cannot be immediately transferred back into the bank. *Vodafone apologised, but did not offer compensation for leaving me without the money. 21st October Phoned my bank and told them my situation. *They were immediately helpful and offered to file an indemnity claim against Vodafone. I received my refund via my bank! 12th November - USB charging point The night before I put my phone on charge before I went to bed. *I woke up in the morning to find that my phone had not been charged. *I then put my charger back in and made sure it was plugged in, and still nothing! I assumed it was the charger at fault so used the USB lead to plug into my laptop to find that it was not recognised on my laptop. *I looked at the charging pins on the phone to find that it was loose. I contacted Vodafone and you proceeded to tell me that it was user abuse, which I knew full well that it wasn’t! You told me that I would have to send my phone off to be repaired and investigated. *You also told me that there would be another charge of £190 if the fault is of my own. *I was then told that I would have to back up my phone because the engineers would wipe it to factory settings. *I broke down in tears at this point as I have a 4 month son with photos and videos of him in the phones memory. *You said you were sorry and I have a few days to figure out how to get my data off whilst you send me out the returns package. *Not once did you tell me that I could have ordered a docking station to receive my data! I, (like you told me to do) had to figure this out for myself! * I ordered a docking station, which charged my phone. *I then decided to forget about this until my phone decided to stop charging my phone completely. **I could not understand this as in the notes you sent back to me with my fixed phone, it said you had added or fixed the battery. I could not believe the way I was being treated and most of all ignored! I then continued to do my own investigation into the phone and found that there is also a fault with the charging pins on the phone. The following link is just a few sites and if you Google it you will find forums with complaints: It was at this point that my partner went out and bought me a second-hand phone to use and to just leave this well alone because of the stress it was causing me. 23rd May 2014 I finally received an email from Watchdog regarding my complaint in 2013. *They asked me to provide evidence of circumstances and photographic evidence of the phone. *They said they would be using my details on the episode dated: 28/5/2014. 28th May 2014 After all of this time, Sony have finally admitted a design flaw in the Xperia Z. 29th May 2014 Below is the conversation I had with Vodafone. I would draw your attention to the following articles as I will be pursuing this via your complaints channel and then through the Ombudsman. "If your phone forms part of your mobile phone contract, your claim would be against your mobile phone service provider" "Fit for purpose means both their everyday purpose, and also any specific purpose that you agreed with the seller (for example, if you specifically asked for a printer that would be compatible with your computer)" Please be advised that this is now an official complaint and I will be terminating the contract on grounds that you have breached the contract by NOT supplying a phone of suitable quality. I am demanding compensation for the period of time they you have charged me whilst I haven't had use of the Sony Xperia Z phone. It is my understanding that under the Supply of Goods and Services Act 1982. Section 4(2)says that goods must be of satisfactory quality and section 2A says this means meeting the standard that a reasonable person would expect taking account the description of the goods and the circumstances. Therefore, in essence this means that I *bought a contract with a new phone and the phone should be expected to last a reasonable period of time. *I would argue that 3 months is not and it is arguable that a phone should last the length any contract! Since this has occurred I have lost all trust with Vodafone since I have been with you for 10 years! This has caused me a great deal of stress, unneeded expenditure and a complete mistrust of Vodafone. If you are unable to resolve this then I will contact the Financial Ombudsman and we shall go from there. I am also fully prepared to use the small claims court, however I would like to try and resolve this amicably.

My mortgage application has been declined due to 3 late payment defaults Vodafone have passed onto the credit agencies. I face losing my deposit, solicitor fees and the house I wish to buy. This totals over £3500. I should not have to face these loses especially since the 3 late payments are incorrect and were through no fault of my own. •March 2013: Travelled to Egypt and had problems trying to use my phone abroad. I contacted the customer care team who confirmed that all calls I make to the Vodafone Customer Care team would not be charged. •April 2013: bill received for £155. Advised by Vodafone advisor on the phone to cancel my direct debit to ensure the high bill was not charged to my account until a bill recalculation was completed. •May 2013: I continued to call Vodafone customer services to ensure the bill recalculation was complete. Due to a delay at Vodafone – the calculation had to be re submitted. On 7th May I agreed to pay the £37 line rental using my debit card whilst we await the bill recalculation. •On August 16th 2013, I paid 109.92 using my debit card whilst speaking to a Vodafone customer care agent on the phone. •THE DISPUTE WAS OVER AND THE PAYMENTS COMPLETE •My Bank have confirmed that the direct debit to Vodafone was reinstated on 20th August, just 4 days after the bill recalculation was complete. Since March 3rd 2014, I have attempted to get these late payments removed. However, this has only now been passed through to the Quality Assurance team (3 MONTHS LATER) after raising this as an official complaint. I understand the SLA for the Quality Assurance team is usually 14 days, but this must be expedited as I originally raised this in March. The 3 late payments were a direct result of Vodafone asking me to cancel my direct debit until the bill recalculation was complete. Once completed in August 2013 and I paid the outstanding amount, my direct debit was reinstated. Therefore, the 3 late payments should be removed from my credit file with immediate effect. No amount of calling the customer services team, emailing the CEO or raising requests in writing have made any progress on this matter. The standard response from Vodafone is "wait 14 working days for a resolution". I do not have 14 working days and I will loose my money and my house. Any advice welcome.

I am absolutely sick of Vodafone-it is one problem after another. The first issue arose when I set up a new contract in December 2013 and they kept promising to change my number back to my old one. I was told 5 times, after visiting the store and making calls to customer service that my number would be changed the next day if I turned my phone off all day. After the 5th time I gave up and changed my number (which was a huge hassle as I had just started a new job and various departments obviously had my old number). Now my phone keeps breaking (it won't charge so obviously it won't switch on-this is nothing to do with the charger-I have been into the store twice about this and even bought two new ones) and since December has been in for repair 3 times. I went into the store yesterday and a staff member put me on the phone to customer service who preceeded to tell me that I was going to be sent a Blackberry Q5. The store staff left a note on my account saying my phone has been in repair 3 times so I was getting a new phone. When I got home I realised I had forgotten to let them know my new address so merrily thinking that I just needed to let them know this info I rang up (and was transferred to 3 different departments and on the phone for around an hour) and was told that I wasn't allowed a Blackberry anymore but would be given a new version of the same phone (Nokia lumia 625). After some discussion involving the misinformation I had been given they agreed that yes, I would be given a Blackberry. Today I get a call to say I am not getting a new phone but that it has to go in for repair AGAIN! There seems to be no consistency between departments or individuals. I am constantly being given misinformation and am never sure who to believe. In total I have spent hours on the phone with various departments. I keep getting promised things and then they get taken away. I wish I could just end the contract but unfortunately cannot afford to. I tell everyone I know to not sign up with Vodafone as the customer service is shocking.

Hi, I am looking to speak with Lee of Vodafone as he seems to be the guy who can help me in a situation such as this. I had a very large bill in January last year (2012) and consequently ended up 3 months in arrears. I set up a payment plan of 330 per month and this is evidenced on my credit report as AP for April, May & June. For some reason however my credit report shows me going from 3 months in arrears to 3 months in AP and suddenly to 6 months late in July and defaulted in August then satisfied in September. I have bank statements that show I have paid the 330 in July, August & September. I also made a card payment of 330 during that time as Vodafone said they had a payment missing and even though I knew I had paid I paid to avoid default. Vodafone are now saying that they appear to owe me 330 pounds. Yes that is because I paid an extra payment to avoid default which they subsequently did anyway and it is only when I got in touch with them that they mentioned the 330 they owed me. I dont even want the money back, I just want the credit reference agency updated to show the actual situation rather than the current one. One that shows me going 3 months in arrears, then entering an arrangement to pay and regular payments until the debt was satisfied. I have copies of bank statements and credit ref agency print outs etc and am planning to send them to Esther at QA but have seen some good things on here about Lee and some not so good things about the responsivveness of the QA team. Thanks for your help, hope to hear from you soon. Jamie Paterson.

Hi - Trying to help a friend out who is in financial difficulty. A number of years ago he separated from his partner, upon this separation left him with a large amount of debt from different sources. He took a mobile phone out with Vodafone for her and she ran up a bill of £100's. It then got passed to a debt recovery where he has been making minimum monthly payments ever since. Whilst helping him work through his finances we sent a CCA off to CapQuest thinking the debt was actually something else. They advised that it is not a credit agreement but a service agreement and if he required a copy of the contract then he needed to go to the place of purchase. I haven't dealt with a mobile debt before and not sure where he stands with this one - doesn't cap-quest have to prove they have purchased the debt or prove the debt in someway? Also concerned that they are adding charges and interest etc as the debt doesn't seem to be reducing, but he has had little to no paperwork sent from them over the years so he is in the dark. Any ideas on this one? Cheers

This is a shortened version of the message I sent to Vodafone today via the link kindly provided on CAG. I marked the subject line as WRT135 - CAG Forum and the ref number in the response email is #6958416 hoping that the much lauded Lee and other CAG users can help me overcome this corporate madness! I am writing to complain about the service I have received in regard to a repair claim that I instigated on the 6th May 2014 in a Vodafone store for the HTC One Mini I upgraded to in August 2013. I took my HTC One Mini handset into store on the 6th May 2014 [ref number provided] as I have had a problem with callers not being able to hear me for either the first 5-10 seconds of a call and, lately, at all. This has been an issue since near the time of purchase in August 2013 but has been getting worse and now the microphone has stopped working completely. When in the store, the assistant that served me told me that as it was in warranty the repair would be "free". The Job Type on the form is marked ‘In Warranty’, he has also noted the condition of the device as ‘fair condition – minor scratches, marks, housing of the phone is cracked.’ Searching on the internet shows that many people have had the same problem with the HTC One Mini microphone, including reports on Vodafone’s own forum. The crack is in a flimsy piece of plastic up the side of the phone far from the microphone. Based on the advice in store that the repair would be free, despite noting the cracked casing and the prevalence of this fault with this phone, I was fully expecting the repair to be carried out under warranty. I was very surprised and unhappy to be called from the repair centre on Monday 12th to be told that the repair would be £150 because of the crack on the casing. I called the customer service team on Wednesday 14th May 2014 to complain. The rep spoke to the repair centre who said that the crack was not related to the microphone fault, but they had a 'full repair policy' and so I would have to pay to have the case repaired as well as the microphone. I was texted on Friday 16th to say the phone had been deemed out of warranty and the cost would be £150. This was instead of being called back by a supervisor to explain what was going on. It is clear that the crack to the casing is incidental to the microphone fault. Your employee has already told me that the repair will be free and your customer service assistant has said that the crack is unrelated to the fault. The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the handset described repaired and I would request that you confirm that you will do this within the next seven days. I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

Hi I had to have a few direct debits refunded on my account due to pay issues and that has resulted in a balance on my Vodafone account of about £150. I phoned them and they happily agreed to a payment plan which was confirmed in text message. I was told that the payment would be split over four months and taken on my debit card automatically and then call each month to pay the bill that was generated the month before. Basically maintaining my ongoing bills, and reducing the arrears over four months. The advisor told me that she would cancel my direct debit as they couldn't do plans this way otherwise the direct debit would take it all. Now reviewing my bill, I'm now getting charged an extra £5 for not paying by direct debit and then another £5 on top for late payment fees. None of this was explained to me. On reviewing my past bills they seem extremely high but I can't make out why as their online accounts are difficult to understand. My basic bill should be 42 but I'm paying about 80 a month. Also I'm being charged sometimes for picture messages when they have been sent over iMessage but then I'm getting charged. I was of the understanding that iMessage was separate from the text allowance. I find it all very confusing but nobody at Vodafone can answer me. What's the best way forward? Thanks

Hi there I have a big issue with Vodafone for which I am trying to sort out. I have had a contract with Vodafone which I then upgraded in November 2012. After a couple of months of paying fine I experienced some financial difficulties and contacted Vodafone to help. They simply removed my service, and put me on an unaffordable payment plan, and by removing my service I was forced to get a new phone and the costs involved with that. Since then Vodafone have been appauling in coming to a affordable solution (had they allowed me to use the phone whilst on the payment plan it would have been fine), and they have been racking up these monthly costs for the past 16 months without giving me any service. They now cancelled it, and charged me another £700 on top of that (even though they obviously weren’t going to provide me with any services). Back in March I agreed a plan with them to clear off the full balance (without the cancellation fee) in 3 payments over 7 weeks. It was agreed they would call me and I would pay the cost with my card over the phone, and I was very specific they were to call me. However they never did on the agreed date so 3 days later I rang them and they told me it was cancelled. Now they have handed my account over to some company called DRS. DRS called me and made various demands, followed by threats about how if I don’t pay, my life will become difficult and people will be turning up at my doorstep and all these other threats. This is very stressful to obviously hear, and is very traumatic. I explained the situation and the history but they don’t listen, I told them to go back to their client (Vodafone) with my queries but they point blank refuse (which as they haven’t brought the debt seems very odd), and all they do is continue to threat. For obvious reasons I will not deal with this company, they are way out of line, and I am considering action against them. However for Vodafone, I acknowledge I do owe them money, and I want to get this sorted, however I tried phoning through to them today and couldn’t get through as i was told to deal with this DRS lot – which obviously I will not do as they just threaten and harass. I am posting here first to see if I can get anywhere before getting advice on the other forums, and then I guess contacting the OFT (or whoever I need to read up more on that) for help. I don’t see why this is such a tough issue to sort out. I finally got through to Vodafone collections yesterday who said I had to speak to DRS. I said I legally don’t need to, and that I would only deal with them. I was supposed to be received a call back from Vodafone yesterday afternoon, surprise surprise this didn’t materialise. If Vodafone won’t talk to me to resolve this, and DRS are just trying to threaten me I don’t know what to do, so any advice would be greatly appreciated.

Hi All,a brief history of my awful Vodafone experience so far: I switched from O2 to Vodafone when the Galaxy S3 was released on May 28th as their deal was better value, I only did this after checking their coverage checker for both my work location and home - both of which came up as high for calls and data. I received my phone but noticed that the signal at my home address was virtually non-existant with the phone showing 'No Service' and 'Emergency Calls Only' frequently. I was unable to have a telephone call last for longer than a minute before dropping out and text messages failed to come through or send when at home, rendering the phone practically unusable. I phoned Vodafone Customer Support on my landline and despite me telling them that the phone worked fine at work they insisted it was a problem with the sim card and sent me a replacement. I duly changed the sim card when it arrived which had no effect whatsoever, I again phoned Customer Service to report this and was then passed through to the Technical Team who went through changing settings on my phone for about half an hour - this also did not work and the guy on the phone said he would put me back through to Customer services and that they would send me a Sure Signal box free of charge as I was not getting the service I should. I was then passed to Customer support who then proceeded to tell me I would have to pay £50 for the Sure Signal box - so in effect on top of the £36 a month I was already paying to receive only half the service I require I was then expected to pay a further £50 to get the signal Vodafone advertised as being available on their coverage checker. I then asked to be put through to a Manager, was told none was available and was told a Manager would call me back the next day - suffice to say they didn't. In sheer desperation and to avoid having to explain the situation time and time again to foreign Customer Service agents I posted on the vodafone e-forum to try to get this sorted on 8th July and to this date I am still no further. I am not able to post a link on here to my Vodafone e-forum thread but it is in the Network forum titled: RH10 - Crawley - Poor/Non Existent Signal. I feel that Vodafone are failing in their contractual obligation to provide me with a Mobile Network for the duration of my contract and falsely advertised the coverage I could expect at my home address on their coverage checker. I would therefore like to terminate the contract with them on these grounds - Do I have sufficient grounds to do so?

Bit of a long story but here goes: I moved house in 2012, called Vodafone to change my address and they said it had been processed - end of phone call. It became apparent some months later it had not been processed, I called again, advisor said it had been processed, end of phone call. Fast forward to January 2014, I wanted an upgrade but couldnt get the phone I wanted through Vodafone (wanted me to pay for that handset). Went via phones4u instead, got the phone I wanted, on a Vodafone contract, but new phone number. called Vodafone, made what I thought was my final payment (on the call I was told that was the final payment and no further payments required). Set up new phone and cancelled my old account (old number deactivated). And now we reach April 2014, I receive a letter from a debt collector. Thought it was a [problem] as I dont have debts, binned the letter. Received another letter, this time called the debt collection agency and was informed it was related to Vodafone. Called Vodafone immediately, and once I provided them with my old phone number it became apparent I had £32 left on that old number to pay, so I did immediately. I had never received a single letter from vodafone, no emails (my email address never changed) and they did not contact me on my new mobile number (after all I am still a Vodafone customer, I never left). Now I have a missed payment on my credit rating, appalled at this I spoke to someone on the customer relations team who was very apologetic and said they would remove the missed payment. I was happy with this resolution, until I got an email today from another person in the same team who now has decided I cant have the missed payment removed because they have no record of me contacting them to change my address, therefore it is apparently correct. What I want to know is where do I stand and what can I do? I dont remember the 2 phone calls I made to them (it was definitely one in 2012 and the other could have been any time after May 2012 and before January 2014). I cant exactly remember when I rang them to change my address, but I know I did and I'm furious that I now have this on my credit rating, especially when I want to purchase a house with my fiance in the next 18 months or so. It also infuriates me that they have no 'processes' in place to link an old account with a new account - my full name, email address and date of birth is the same on the previous account and the current account, why would it be so difficult to quickly check if I was still a customer so they could have obtained my new address (on my current account) and contact me to let me know about the missed payment? Does anyone know where I might be able to find the rules on how a lender (i.e. Vodafone) should act when a payment is missed? I've tried the OFT, Financial Ombudsman etc. I just cant believe that they would be allowed to pass on a debt and mark someone's credit rating without trying different avenues of contacting the customer, they had an active email address so why not use it? I have asked Vodafone for transcripts for the time period in question for each call I made to them (I have all my phone numbers that I have ever contacted Vodafone on) to prove that I never requested a change of address - I am hoping that if I push a bit harder I will eventually get them to accept their mistake. Its just so awful to be promised one thing by an advisor on the phone, and then to have it taken away again by another new person. And even worse knowing I changed my address at least twice yet they are claiming to have no record of this - I have never missed a payment for anything in my life and would not dream of being late on a payment. One thing is for sure - when mine and my partner's contracts are up we will leave Vodafone and never look back, this could well mean we wont get a mortgage for 6 years and that is a horrible horrible place to be all for the sake of £32 that I didnt even know about! Sorry for the essay and thanks in advance to anyone who can help.

Hi, In March I took out 2 addition mobile phone contracts with Vodafone and as part of the agreement I would be able to share the data from my existing contract onto these new contracts, and this data share would just continue even after the upgrade on my existing contract that was due in May. (As written on the T&C's I signed) I therefore, arrange the upgrade on my original contract earlier this week and was assured again during the upgrade process the on the 42 per month iphone contract (1gb data) that I would be able to continue to share the data. Then after recieving the upgrade I was unable to access the internet on ANY contract, after numerous calls to vodafone I was then told that I had previously been given incorrect information and the as the 42 per month contract is not a RED contract I would not be able to share the data.. I was then told I would have to upgrade to the 47 per month contract (3gb data). So I went ahead with the upgrade and was assured that I would have the data sharer on the account. HOWEVER, I am still not able to access the internet on ANY phone. I have spoken to vodafone everyday since and after being passed from department to department each time I was told that there has been no data assigned to the account and that due to this the internet access has been barred. I was then told this had been resolved and I would be able to access the internet on all handset again. This works until midnight that night, at which point I receive a test message on all phones saying I have used all my data allocation and that I wont be able to access the internet until I buy more data - I have actully only used 88.60mbs of my 3gb allowance!!! This has happened everyday since my upgrade and everytime I call vodafone I get told the same thing.. Its fixed and you will be able to access the internet... That works until midnight everytime. I called vodafone again today and was told that they dont know what is causing the problem or how to fix this. Its apparent that vodafone can't honour the terms of the contract that was purchased but when I try to cancel the contracts I am told they will charge me the termination fee. How can I resolve this because I am not prepared to pay to cancel the contracts when this is a vodafone error that they cannot permanently fix... and I am not prepared to phone vodafone every day like I have done for the passed week. I am beyond annoyed now!! Update: I have now emailed vodafone using the link in the forum and received an auto reply with ref: 6880383

Hi guys, I wonder if anyone can help shed any light on my situation. I took out a vodafone contract via Phones4U in July 2013. In Jan 2014 I was contacted by a vodafone and offered the 4g contract for £42 per month which I accepted. Last week my phone ceased working through normal use. The phone is a Nokia Lumia 925, it is still under 1 year old. I took the phone to a vodafone store who sent it for repair, but told me I would not be eligible for a courtesy handset. I then had to pay £45 for a PAYG phone so that I could continue receiving calls on my contract number. It was my understanding that under the terms of the 4g contract I would be entitled to a courtesy phone. I complained via email to vodafone and an agent called me back to say that since I took out the initial contract with Fones4U I was not entitled to a courtesy phone, but if I had taken the contract with vodafone I would. I raised the point that I was paying the same as other customers and not receiving the same service, the agent agreed. I was offered £15 compensation for the loss in 4g service (the handset I bought being 2g capable only) but I still feel I have been conned somewhere.....

Hi, I'm hoping someone could advise. I have been a Vodafone customer for 6yrs and thus far had 3 seperate contracts. The 2 previous contracts I had insurance and up to now thought I had insurance on my current contract. I dropped my IPhone earlier today and now it won't turn on. I rang Vodafone Customer Services and got through to a very abrupt unhelpful CS rep who just told me I had no insurance and they couldn't help and was told to sit tight till September and I could upgrade. I argued the point I've had insurance on all other contracts and I had specifically requested insurance on this phone also, I was paying £42 on this phone when the contract which was sold over the phone by a Vodafone sales person was £35 so i assumed insurance was included (stupid to assume I know) and I have also brought my wife over to this contract and she has her own Iphone WITH insurance which again I specifically requested. I currently pay between £80-£90 pm for both contracts. I feel incredibly let down by Vodafone and feel like being a valued customer is non existent these days. Is there anyway around this? Or am i infact left paying upto £42pm for the next 5 months for nothing?

Hi I am looking for contact details for Vodafone legal department. I have checked my repair and been told that it is due to physical damage on the sim card reader that it cant be repaired within my warranty. I have a sony xperia z1, I took it to someone in Southend (Vodafone) he checked the phone and made sure there was no external damage, he also checked to see flaps (its a waterproof phone) to ensure no moisture go in underneath the flaps to indicate water damage. He then sent it off. Today I found out that the phone has "physical damage" relating to the sim card reader and the motherboard and that an OUT OF WARRENTY repair could be an option (IF it can be repaired). I don't want to accept this, a, I don't feel I should be liable for any cost to a phone that has been used with the upmost care, has no signs of damage and has never had any thing untoward doing to it. additionally I don't want to accept any liability as if it cannot be repaired then a replacement would be charged at full price "or some discounted price" and again I don't want to pay, its not right and I refuse to. I spent an hour in discussion using contact us, and 30minutes on the phone and both times to no avail. I have told them I want direct answers by Friday or I will progress to legal (small claims court), however I need to give them fair chance to respond. Can someone give me their legal department address please? I have been a customer for 8 years, had no insurance claims (had insurance most years except this as I only got a year contract and figured manufacturers warranty would be fine as I don't damage phones plus its waterproof and shatterproof apparently) and now I feel really let down and angry. I took a phone company to court before (one of them phone recycling companies) and they only seem to realise I am serious once an online money claim small claims court form has been issued. Any advice on how to proceed, I am not going to accept "as a token of goodwill we will pay SOME of your costs etc", I want to be vindicated and not made to feel like a liar and a cheat. Thank you in advance for any help Nick

I renewed / took a new contract with you over 7 weeks ago. Part of the deal was that I get Sky Mobile TV included. Bottom line is it is still not working and I am getting bored of explaining the history of how much time I have wasted on this. Therefore please can you call Olly at the Bluewater store on 020 3551 8641 who has all the details of this farcical situation. My number is 079xxx. Your twitter staff are useless too. Now I keep keep getting nonsensical emails from people such as: Jagruti Manshani (Vodafone Customer Services) dated 10/04/14 Aftab Alam (Vodafone Customer Services) dated 11/04/14 Johnson Samuel (Vodafone Customer Services) dated 12/04/14 All of these emails and more are in breach of the companies act. It is confusing for consumers to know who they are dealing with. Under Sections 82 to 84 of the Companies Act 2006 (in conjunction with Statutory Instrument 2008/495) a limited companies letter-headed paper, emails and website must disclose the full company name, company number, registered office address and place of registration (i.e. a statement such as ‘Registered in England & Wales’). Anyway I have reported them to Companies House who are in the process of making contact with Vodafone UK. Perhaps Vodafone Risk and Compliance Department needs the sack?? Any news on my Sky Mobile TV? I only renewed my contract as this formed part of the agreement. As it still has not been provided Vodafone are in clear breach. Also please don't give me any BS about the contract is for airtime only. Check the Unfair Contract Terms Act 1972

Hi Lee I hope you pick this up today because i want it resolved ASAP! Ive waited long enough and was told I should have the unlock code in 7 days... I requested an unlock code for the new HTC One M8. I originally confirmed i was happy to pay the £20 unlock fee when i made the original enquiry to Customer Services. Since then I have had 2 emails asking me whether I am happy to pay £19.99 for the code and to confirm in email. Please see the email trial below Lee, I respect what you do and you are probably the best at VF compared to what I normally deal with. IMHO this is to be sorted ASAP and I'd like this expedited. Other firms have offered to unlock the phone cheaper and quicker than you after enquiries last night. Ive already confirmed im happy to pay the charge... But your staff dont seem to beable to read my confirmation I am happy to do use this. [#6562881] is your ref.

Can anyone assist me?. I have been a vodafone customer for 17 years and last November, I upgraded to a HTC mini. A few weeks ago, I noticed a fault on the phone with the lock/unlock button. I returned it to the Vodafone store and they sent it to their repairers. A few days later, I received a call from the repair team who advised that there was a crack on the inner screen and this invalidates the warranty. They advised it was easily done and could have been caused by dropping the phone. I advised that I had never dropped the phone and this in any event could not be related to the fault itself and in fact the release form supplied by the store describes the condition as fair with a scratch to the screen. I was told that they would either return or I could pay £190. As I was not happy with this, I contacted Vodafone via live chat. I reiterated that the phone had no damage, it was only 4 months old and therefore, if there was now a crack on the inner screen, they would need to prove this was not pre-existing and or was not done whilst in transit to the repair centre. The person on live chat kept on saying that unless the store had dismantled the phone in front of me, they would not see the damage either. I asked 8 times how I could escalate this and what governing body regulates them. They refused to give me this but said they would send a picture to me of the crack. Yesterday, I went into the Vodafone shop to inspect my phone. The sales girl agreed there was no damage but a scratch (caused by an earring) She also told me that the repair centre had tried to send a picture but it had not gone through. She said they could only act on what the repair centre had told them. I called Vodaphone as I still had not seen the repair assessment and they went through this. The assessment said there was a hairline scratch on the front screen. They have advised this scrach (which is visible but cannot be felt to the touch) has damaged the inside of the phone. I have several issues with this. Firstly, I have been told 3 different stories about the alleged damage. I am now expected to believe that a scratch which cannot be felt and does not penetrate to the other side of the screen has somehow damaged the inside of the phone. If this was the case then every time the screen was pressed this would also damage the inside too?. Surely a scratch cannot cause such force and velocity to damage the inner workings of a phone? Secondly if this is to be believed, how could this cause the lock/unlock button to be damaged which is not behind the screen ? I really want to escalate this as I believe the likely version to be that the lock/unlock button cannot be repaired and would need the phone replacing and as such, Vodafone are trying everything they can to void the warranty. I also firmly believe that these repair centres are target driven to void as many as possible. Does anyone know who I can escalate this to. I cannot go to Ombudsman Communications Services as I need to go via Vodafone first but this could take months. I was considering contacting the CEO and writing/emailing but I am not sure what impact this would have. Any advice would be gratefully received

Hi I had a mobile dongle i picked up in 2008. It was sat around not getting used so in Jan 2013 i contacted vodafone and cancelled it. I kept all communications and even taped the sim card to the email confirming cancellation. I deleted the direct debit in October 2013. I found out in Jan / Feb 2014 while trying to apply for a mortgage because we are moving home that they have recorded missed payments on my credit file and even though they have admitted they are wrong vodafone still have not removed them. Jan 2014 i received letters from a collections agency which i contacted and said it had been cancelled. They asked for copies of the communications which i sent over they then spoke to vodafone and they were told not to pursue the case. I then contacted vodafone and they said they had no record of the cancellation and to go to the local store. I took all the paperwork down to the local store and they also agreed yes i had cancelled it in jan 2013 but it was still active in Feb 2014 so they cancelled it there and then. The local store said i was due for a refund and they would chase it all up and be back to me within the week. That was a couple of weeks ago. I have contacted customer support several times and have sent them copies of the emails never to have a response back. I have revisited the local store and seen the same person who was dealing with it she asked for an update from further up the vodafone tree and received an email back that she should have a response in 7 - 14 days. (This was a week after i first went in) I have called up many departments and at one point i was assured that the Quality Assurance Team had it in have and it would be resolved within a couple of days. I then rang back up yesterday for an update and was told it could be 7 - 14 days. This is really getting to us now. we have been turned down for our mortgage because of an issue that Vodafone admitted was their fault in Jan 2014. We are at risk of loosing the house we were due to move to and trying to get someone to get off their bottom to sort it is like pushing an elephant up a hill.