I've been having countless 3G issues over the past year which was promised to be fixed over time. An advisor on the chat the other day finally admitted t would not improve and to buy a sure signal device. After lengthy discussions a chat advisor offered to cancel the plans (2 lines) penalty free. I was provided with a pac code . I spoke with 2 different advisors who confirmed there would be no fee for cancelling. I spoke to a third today as he second pac code is missing and I was now told there would be a fee and under no circumstances would it be penalty free? Where do I stand with this given I have it in writing that it would be penalty free? Update today! I contacted Vodafone again today to dispute the information and was told that as they promised this, they would honour it. The advisor confirmed that ; Hussein: may we ask you for the Date you have been promised not to pay the termination fee ? Ryan: just get that for you now Hussein: take your time Hussein: just to check the chat scripts and notes for you Ryan: Chat with Pradeep, October 24th Ryan: Chat with Satpreet, October 24th Ryan: There was a chat previous to Pradeep on the 24th too ; this chat was where the PAC code was issued with no fees confirmed Hussein: thank you Ryan: Hussein: Please accept our sincere apologies for the delay , as we are investigating this for you Ryan: please take your time Hussein: thank you so mch Hussein: much Hussein: thank you so much for your Patience Ryan Hussein: we have checked that for you Hussein: and as you were promised for sure , we wont break our promise Ryan: I'm just a little concerned now that I was told yesterday I definitely would have to pay. I've taken out another contract elsewhere and don't want to be stuck with that too especially if I'm hit with fees Hussein: we will leave a clear note on your account regarding the chat you have been promised not to pay the ETF Ryan: so when will I receive the PAC code for the 2nd line? Hussein: but as per the chat with Pradeep it was no ETF for the number ends with 967 Ryan: This is now in reference to the follow up chat with Satpreet Hussein: its a follow for what Pradeep said about the number ends with 967 Ryan: Ryan: the reason the line was being cancelled was due to their being poor 3G service at my home. I assumed the both lines would be cancelled under this as obviously the other number is affected too Satpreet: Please stay connected while I check this for you. Ryan: thanks Satpreet: Thanks for waiting. Satpreet: As I can see that the other line cancellation is under process and you'll be getting another pac code on monday as saturday and sunday is non working day. Satpreet: Is there anything else I can do for you today? Ryan: is this also penalty free too? Satpreet: No there is no penalty fee. Hussein: we are now double checking that for you Ryan Ryan: thank you so much! Hussein: you are most welcome Hussein: we have checked that for you Ryan Hussein: and we see that , Satpreet said that there's no ETF for using the Pac Code Hussein: as per the notes Hussein: can you confirm there is no early termination fee attached with using this PAC? Hussein: [03:12:19] Satpreet: May I know have you given the request for the disconnection for both the numbers or only one.? Hussein: [03:12:41] Satpreet: No there is not ETF fees for using the pac code. Ryan: yes, but what does the next section say? Ryan: Satpreet: As I can see that the other line cancellation is under process and you'll be getting another pac code on monday as saturday and sunday is non working day. Ryan: Ryan: is this also penalty free too? Satpreet: No there is no penalty fee. Ryan: That's what it says there Hussein: we are now checking this out for you , we are sorry for the delay Ryan: don't apologise, I appreciate the time you're taking to sort this for me Hussein: thank you so much for understanding Hussein: thank you so much Hussein: would you like to cancel now Ryan ? Hussein: as we can transfer the chat to our cancellation team to get this sorted out for you Ryan: yeah please At this point, the chat ended and I had to get ready to go to work. I have now been back on this evening and have been told yet again the penalty free cancellation does not stand and I will have to pay.

Well this is a shock and certainly something that I will be aiming both barrels at Vodafone for... In everything that has gone on recently, I have just found an all so lovely default from these guys. I wont be held responsible for my next steps with them as I am Disgusted. I wont say how much this is for.. But lets just say its the highest amount I have ever heard off for a Vodafone account.... Basically I have been in and out of the country for the last few years working, I left for almost 9 months earlier this year on work and spoke to Vodafone to set up a DD to pay for everything while I am away... (I usually set up auto payments so I don't have to manage anything over here while I'm away) In March , I was packing to go away so made a call to a gentleman at Vodafone Customer Services during the middle of the month, with a view that March's payment would be set up for DD. He confirmed my DD details and advised as per normal that a DD would be taken on the 1st April around that time and then the same until further notice. I have just found out that no request for payment was ever made. This in turn has caused the account to default even though Vodafone had my card details on record and could have then taken the payment via that method... Lee - I want this sorted.... If not SAR and Legal Action will be coming your way... I am fuming... But I will give you the chance to try and resolve this....

11477428 I have just been landed with £7800 of unbilled usage for 2GB of data that was used whilst in Montenegro. The boat that I'm on moved from Croatia to Montenegro and I received no notification of the charges for phone/data use whilst in Montenegro so I (wrongly) assumed that I would be using my uk allowance. I've been with Vodafone quite a while and use my phone all the time while working in Europe with no problems exceeding my 20GB uk allowance. Average monthly bills of around £150-200. The phone reps said I should cancel my DD and wait till the end of the month to see when the bill is generated before they can do anything. What are the chances of this extortionate charge being removed from my account?

Hi all, been receiving letters from Lowells chasing an old vodafone debt. I believe the "Said" amount owed is not the actual amount owed. I have so far been ignoring their letters as they are a bunch of shysters and have received a " Pre-legal Asessment letter offering a 40% reduction or a threat to be taken to county court. I don't even know if: A. The account is statue barred B. The amount showing is correct C. The debt is even mine. Any help would be great-fully received. Thanks

Please can some advise me on what nessary steps I should take with my problem. Last month "September 2015" I was called by the vodaphone rewards department with an offer on my account. I have 3 lines on my account and was told that I was a good customer with vodaphone and would like to offer me a broadband on the account. Line 1 is my iPhone 5s =£42.50 Line 2 is a iPad =£21.44 Line 3 is a iPad =£21.44 These are i was told by the adviser from the rewards dept that if I took out this broadband account they would cap my total bill to £105.00 a month. I agreed that was ok... I also told the advisor that I will be leaving vodafone in February and going with another service provider as the contract runs out then, vodaphone did not tell me over the phone that I would be taking out a 4th line on my account. Under no circumstances was I aware of this 4th line until I called them 3 weeks ago as I was charged £11.00 a month for the broadband and I was not told that I was binding into a broadband contract for 12 months.. . I really am annoyed everyone I ring them I'm getting thru to someone in India who can't speak proper English and it's really frustrating !! What are my options I feel I have been Mis sold another contract here!

My niece is being hounded by Vodafone for a mobile phone she ordered on contract. She changed her mind and returned it immediately without using it. She has been in touch with them countless times stating it has been returned and they have even stated to her, during one conversation over the phone, that it was received in the warehouse yet they still say she has it. She has now received a letter from a DCA stating she owes £1000 for the phone and cancelled contract. Any ideas on how she can get this sorted out as she us now beside herself? Thanks in anticipation!

Hi Everyone, I've been having an ongoing issue with my Vodafone mobile service for over 2 weeks now. Having a quick glance at these forums Vodafone seem to feature quite a bit which doesn't fill me with hope. I originally requested to port my number from Orange to Vodafone pay and go - originally scheduled to go through on the 10th but actually went through on the 11th. On the 11th my old orange sim lost all signal and new vodafone PAYG sim could make and receive calls/texts showing my orange number - so the port did go through. Since that date though I have been unable to use any internet data. I have been on the phone to customer services almost every day since then, being passed from one team to another with nobody having any real idea of what is going on. I've been through APN settings, they've tried pushing through the port again, been told the APN settings need to be reflected on the vodafone system - still no data! The problem seems to be deeper than just no internet, whenever I give the advisor my number I cannot be found on the vodafone system even though I'm currently using their services! Every advisor I speak to tells me to wait another 24-48 hours and promise me that this time my problems will be resolved as they have been escalated to the porting team/fault desk/manager. I must have had about 7 escalations now. Unfortunately they never are fixed and to this date have recieved no call back from customer services at any point! The level of service has been shocking. I am often hung up on as I'm passed between departments every day - nobody taking responsibility or initiative to solve the problem. I never receive my promised callbacks - about 4/5 to date. They seem to deal with faults by sending e-mails instead of physically talking to anyone and I am unable to get through to anyone to make any formal complaint. I have requested my PAC code to leave but am told this is also unavailable to be generated as I'm not in the system. I have now looked into Ofcom regulations for porting and PAC codes. Porting should be fully completed within 2 days and a PAC generated within 2 hours of the customer requesting it. I asked to make a formal complaint today and was told I was unable to do so until the 8 week point and advises I have to wait another 6 weeks to do so. I am not willing to go without data services for this length of time - I feel that 2 weeks is more than an adequate amount of time for Vodafone to have dealt with this issue. I've now been through multiple outlets to try and solve this issue - in store, on the phone, the e-forum and e-mail. No success so far. Any advice on how to take this further and deal with what has been a frankly very disappointing and poor service from a leading mobile provider. Cheers, Cameron

Hi All I have followed the procedure as per the Sticky Note Thanks

I am writing here because I'm at my witts end with Vodafone. I made an order on the 25th of September, for a Vodafone Smart Ultra 6 (handset only), but canceled it the same day, due to a possible 4 week stock delay. meanwhile, I'd purchased the same phone, from a branch. Despite having had confirmation the order had been cancelled, twice on the phone, and twice via chat, a delivery attempt was made, and the money taken (I refused delivery, as instructed). Fast forward to now (19/11/2015), I am still without my money, despite having made over 30 calls to customer service! I've been fobbed off more times than I can count, and passed back and forth like a football. I been promised that a refund process is underway 4 times, until about 6 phone calls ago, when it was claimed that my payment couldn't be traced by billing. They've had me go into a branch with my bank statement, to show the payment, then asked for it via email as well (provided)! It got to the point where I'd had enough, and so contacted my bank. They're trying to run through the process of a payment dispute, to get my money back, but need a refund voucher to be issued by vodafone. Well I contacted Vodafone for that, and you can guess how it went! 3 agents and half an hour gone, result; no idea what I was after, and no appetite to put me in touch with someone who could help. Please help!

I want to share my story in hopes of getting pointers to help me please. This is what I emailed the UK chief exec, Jeroen Hoencamp a week ago following a dispute over a warranty status with their repair team. A week later I'm still not getting anywhere! And the overall problem is approaching 3 weeks... I'm writing to complaint about the terrible experience I'm currently having with Vodafone, a company that for long I praised for it's excellent service. With 2 contracts both for myself and wife, I am now spending hours on the phone to customer services, who don't seem to know what they're doing. I have given up calling customer services since the manager can't fulfil their promise of the turnaround nor take ownership to follow up! there is a massive flaw with advise being given out by vodafone customer service and trying to transfer the issue onto the repair centre who in turn is doing the same thing. The result of this treatment is the customer going from a-b-a the whole time trying to get their problem fixed without support from the service provider. I am being asked to pay up for repairs to a phone that's still in warranty, any damage speculated by the repair team was not there when the phone was handed over! furthermore the damage has no bearing on the issues reported and is no reason to void the manufacturer warranty! My expectations are for the phone to be fully repaired under the manufacturer's warranty including any such damage caused during transit. My troubles started with my wife's handset (Sony Z3) heating up as well as well wear and tear to the shield covering the charger port. We took this into our local (Stevenage) vodafone store who inspected the phone thoroughly and tried to rectify the problems themselves. When the issues were confirmed they agreed to send the phone off advising that the phone was under warranty and repairs/exchange would happen within 3-5 days. We asked for a spare handset and after much hastle we were told that all handsets were out with other customers. This was on 2nd Sept 2015. After a week I got a call from the vodafone repair centre, I had expected the phone to be sent off to the manufacturer not some third party! They suggested that they discovered a dent to the enclosure which voids the warranty! When I challenged this they said that's their assessment and per contract agreement with Vodafone I would be charged (£204) for the repairs. When impressing the matter further they said I should take up any such issues with Vodafone. Since then I've been to vodafone customer services numerous times in the matter of approx 24 hours all with no resolve. During every call my patience was tested further in trying to explain the issue, and I refused to do so anymore after a few times of this which evolved to putting me on hold for extended durations whilst they said were reading up previous notes and still end up getting the facts backwards. 1. in the first call after explaining the whole situation they said it's out of their control and that I would need to speak with their out of warranty team, even when I debated that the phone was in fact still under warranty they advised that that team can resolve my situation. this was superceded by security checks where although I was added to the account long before (the contract is under my wife's name) and I have called up numerous times they couldn't find any trace of this suddenly and I had to get added again. the call concluded with them stating that they can't transfer my call to that particular number and that they would send it by sms, having asked for the turnaround they suggested a couple of minutes. 2. in failing to receive said sms to both phones, I called again. This time they said the sms wasn't getting through so I took it down (0870 074 0247) and called the number to be greeted by a Vodfone offices closed type of message 3. I called around 9:30am the following morning to hear the same recorded message 4. I called customer services again, during security checks it appeared that the details taken down during the first call wasn't properly recorded since the password I had given the previous day failed. upon hearing the hint I have the correct password! furthermore when I explained the situation they said they would connect my call to the appropriate team to which I was puzzled given the previous scenario, I luckily asked them for that number (02...) before they transferred me however I discovered that I was routed back to the repair centre 3rd party! a full 360 loop around the whole issue... 5. I called customer services once more and when they tried to route my call I asked them to confirm the number which turned out to be same number as before! I explained what was going to happen by transferring the call and asked to speak to a manager, in their effort to take ownership for that call they said they would try another channel. after extended holds they said they were transferring my call to someone that can help. It ended up being the repair centre, they guy explained that he tried to advise the vodafone customer service advisor that I had already spoken to them and that my dispute needs to be settled by vodafone but that advisor insisted that the repair team talk to me. another 360 loop! 6. I called demanding to speak to a manager, they advised that a manager would call me back however this didn't happen 7. I called up again chasing the call back, to which they said they would arrange a manager callback since all their managers were busy. the same line I got in the previous call... I demanded they put me through to a manager else I would write to the CEO, this somehow changed their response and I was able to speak to a manager! Speaking to a manager and explaining the situation to her, during the conversation she asked if perhaps the phone had come in contact with water to which I said the phone is waterproof! and that any damage that may have been caused would have taken place during transit, the phone is kept in a case therefore it's not possible for the enclosure to be damaged since the frame would absorb the damage but that there was no damage to the case which we kept! she suggested that she would write to another party since it wasn't in her power to do anything about this, asking I given 48 hours for a response and not to complete the survey in that time. I also explained my feedback about the way customer services were handling the situation however the tone of her voice suggested that she wasn't interested and just wanted to get me off the phone. 8. At that stage I wrote to the UK exec, I got an email response shortly after from Kate Wilson ([email protected]) with an apology and a promise that my case would be handled by Customer Relations Specialists "We’ll send you a text up to 30 minutes before we’re going to call you... We aim to resolve our complaints within five working days." A week on I havent had any follow up! 9. On the same day I got a call from a manager but 8 was in a meeting, I asked her to call back later she said she would try otherwise would call the next day. 10. 4 days later she finally calls back and it happened that I just started my dinner. Explaining that to her she said the same, that she would try calling later but can't promise! Not taking chances, this was the most positive follow up to date, I told her I will let my food get cold to talk to her. There was no sympathy or a hint of empathy and she simply carried on saying how glad she was to speak to me! Through the call I found out she had no clue that I had escalated the matter to director level... at that stage and after hearing me rant on about my troubles she stopped asking for the phone details, and wanted to share her good news that they would pay up the costs of repairs. She probably expected me to be more grateful! I had to explain that the phone was now back in store sent back by repair team... she asked me to go and get it sent again to which I refused and told her to take ownership and do that her end. She proceeded to ask me for the store address I said wait I can Google it for you, can't you do that? She said she'll take care of it but I should still pop in to make sure it gets sent! Either she was unsure of her own ability or that of the team at the store... she also tried to explain how they were going to credit my account but after several queries I still don't get it and fear that it's to balance the cost of repair which I still get charged! I feel bad for such a long post but wanted to be thorough...

Hi My husband and I have both had contracts with vodafone for many years. When it came time for me to upgrade 2 years ago, vodafone offered a discounted deal if I took my phone as a second phone on my husbands account. This was a decent deal so my contract ended and his had both our phones. Two pay monthly contracts. Fast forward 2 years and my husbands contract for his phone ended and he upgraded to a new contract with vodafone. April this year the second phone contract ended (my phone). I waited a few months to decide what I was going to do as I will still happy with the handset. I then decided to take a new phone contract out in August in my own name with vodafone. I called them to advise I wanted to keep my old number. I explained the situation that my old phone was a 2nd phone on my husbands account. No problem they said. Here is a PAC code... Ever since then it has been a nightmare. Apparently what should have happened was that my old number should have been converted to pay as you go to allow me to keep the number and port to my new phone. Instead for over 3 weeks nothing happened Then, after countless phonecalls and different pieces of advice we were told that it would be sorted... Again, nothing. Then my husband discovers he cannot make any calls. Lo and behold they had switched his number to pay as you go instead of mine. Commencement of another endless number of calls. My husband spent HOURS at his work phoning vodafone because they would not talk to me as the 2nd phone (my number) was on his account. Having said that, some of them spoke to me so not a hard and fast rule clearly. I then spent HOURS and HOURS and HOURS and DAYS and MORE DAYS on the phone to many many different departments and indeed countries. Several times I was assured it wolud be sorted. Indeed, the last person even got their manager to apparently sprint down to the floor below to speak with a superuser who was going to wave his magic wand. And still nothing. I was assured phone calls back. Nothing. Still nothing. S o, my husband, who needs his phone for work, is still on a Pay As You Go. My old number is still active so we are STILL paying this contract even though it should have ended in August. My new phone I am paying for but has a new number. It is also not receiving calls. I only receive the odd call and the remainder of the time when people try to call me it goes straight to answer phone. I can be holding the handset when someone calls and it doesnt even ring. Someone told me my old number had now been lost then someone else told me that wasnt right. I was told my husband was no longer PAYG and was back on contract the I was told this wasnt right. Seriously, are they actually just taking the absolute...... ? I cannot bring myself to waste another entire DAY to explain the situation again only for nothing to happen again. I need vodafone to cancel my old contract and reimburse my money (or to my husband as was on his account) I need them to reactivate his contract and cancel his Pay as You Go as this phone should never have been touched. I need them to transfer my old number to my new phone. I need them to find out and fix my phone so it receives all calls. The internet is also much slower than my old iphone 5 (this is an iphone 6) I need all monies reimbursed that are owed to us. This has been ongoing since August 21st with no resolution and not a single call back from anyone who said they would. PLEASE HELP!!!!

@LEE/vodafone rep Web order 0000000171717177 , Ordered online Paid with Debit card. Its a long and painful story, I first ordered a phone on the 05/09/2015 From about one week after onwards I was in touch constantly and was constantly lied to that my phone was coming the next day blah blah blah. Fast forward though about 10 terrible 'customer service' interactions to the 20th of last month and I begin trying to get a refund. The person on the phone tells me 10 working days, I wait 10 days then call again to see if the ball has been rolling on my refund, no, it hasn't, "your phone is due to arrive tomorrow so we can't process a refund now". Eventually after much argument the call center worker agrees that my phone probably isn't coming tomorrow and tells me in order to get a refund I have to send my bank statement to a certain email address. So on the 30/10/2015 I send a bank statement to this totally dodgy south African company that they outsource to.(Not even the courtesy to keep your personal information on their own servers, which I thought would of been the least they could do in this day and age when data security is so important). Today, nothing. I have made over a dozen calls, spoken to their live chat 'customer service' as many times again, and I have still not managed to get my product or refund. I got the phone A month ago with o2 after I requested my refund it took one day to arrive. Vodafone were able to take my money instantly, surely you'd think standard practice would be to prepare to send my product and THEN charge me once it was ready to be sent? Is this too much like common sense for such a big company? How are they allowed to operate? If I opened a business and took peoples money and provided no service or refund for months on end they would lock me up as a criminal.

In 2014 my 16 yo son wanted a new iPhone 6 with 10 GB of data. He could afford it from work but naturally the 24 mth contract had to be on my account. We ended up with 20GB (capped) to share with his sisters. Vodafone, despite clear instructions, set up the contract on his little sister's number allocating only 2GB of data to his number. Whilst we fixed it then another round of upgrades last week has left him with unlimited data and vodafone claim they can not put the 10GB cap back on his phone. It’s either 4GB or unlimited. The little b has blown 18GB within a matter of days. I was told to download the vodafone app on sister's phone and would be able to allocate the data share however we wanted to . Days later I discover this is not possible because the Vodafone app does not work on a business account. Why is life so difficult? A simple need, and easy ask but Vodafone just say it can’t be done and refused to escalate my complaint. Neither the shop nor customer services can help and the app don’t work . There is no where on my online account that I can see let alone change the data usage and share. Suggestions?

I know this is almost two years later...but I am having the same problem. I have recently upgraded my phone through Vodafone...I was with them before...the upgrade process went terribly wrong and so when I finally got my phone 2 weeks late, and 15 phone calls later, I put my sim card in, and I had no data. To resolve the issue I got another Vodafone sim (which was sent with the phone) and they moved and ported the number across to the new sim. Data issue eventually got resolved... HOWEVER since the porting of the number - I have not been able to receive calls AT ALL!!!! So for the last 30 days...(YES 30 DAYS!!!!) I have been unable to receive calls. I have made over 10 calls - every 2 days to chase this up...and every time I am told that it has been escalated to the highest possible back end support where there are 'genius engineers' - their words not mine - that are working on it. The fact that it has taken so long is RIDICULOUS - but what I find most frustrating is that no one updates you as to what the latest is....instead you have to phone...and with to speak to someone (up to 30 min wait) - just to be told that the 'genius engineers' are still working on it! :-x:-x Needless to say I feel as though I am hitting my head against a brick wall...Any advice on how I can get this resolved?

Vodafone must be stupid... I've been a loyal vf customer for 18 years. In that 18 years they've probably had £9000 out of me in charges...so take off 5 new phones over that time, probably £7000 net. I don't use the phone as much as when I was working, so last June I went onto a basic sim only package, 300 mins, 300 texts, 250mb data....more than enough till last month. When my wife went into hospital, and I used the phone a lot more, basically 100 odd extra minutes than were on my plan As soon as I realised I changed the price plan to 600 mins...an extra £3 a month inc vat. However for the extra 100 odd minutes they have charged me £50 plus vat so £60 Now, I used the phone it's my fault etc, I fully realise that. ITS MY BILL, ok? But I thought I'd call them up to see if they would kindly help. NO so I said I would leave next June and go with bt To which they offered me £15 Well if I'm ever hard up for £15 I'll certainly let Vodafone know. I refused this and just said leave it as is and I'll just leave , and goodbye. So having spent £9000 over the years they are letting me leave over £15 (I would happily have settled for half, ie £30) Deary me Vodafone. Do you have anyone there that thinks of long term customers? by the way Vodafone rep if you ever look, I will NOT settle for half now...I'm leaving you!

Hi I placed an order with Vodafone online on 18th October for an iPhone 6s and paid £69:99 for the handset upfront then realised that I didn't require the order anymore so spoke to someone on live chat on 19th which I have the transcript for who told me that the best thing to do was refuse the delivery at the door and it would be sent back to Vodafone. My delivery arrived on 20th Oct by DPD and as instructed I refused delivery at the door, I then gave them sometime to return the phone to Vodafone and for Vodafone to refund me the £69:99. On the 2nd November I chased up the order return again via live chat which I also have the transcript for and I was given a ref code and told my refund would be with me by 3-5 days. As the 9th was a Monday I expected the refund by Friday at the latest. It has not materialised and judging by the threads online on various forums it seems that using the CAG and speaking to Lee is my only hope of getting my £69.99 back. I'm keeping my fingers crossed he can help and have put my ref code in my thread title so he can find it.

Firstly I would like to apologise for the rant and the length of this post, but I feel its necessary. I upgraded my phone with Vodafone in July and everything was working fine until September. My phone started to have issues with its screen and would start doing things when I wasn't even touching it. I proceeded to use Vodafone’s live chat and spoke to someone named Shancky, this was on the 27th September. I decided to ask the question of "If i send you my faulty iPhone 6plus, would I be able to get an iPhone 6sPlus instead?". Shancky proceeded to tell me that this was fine and I confirmed this around 3 or 4 times to make sure I hadn't misunderstood anything. Happy with my answer I was told that someone would ring my the following day to arrange this. I made sure to save this conversation so that I had the evidence should anything go wrong. This never materialised so I decided to get back onto the live chat and spent a good 3/4 hours being passed from person to person in trying to get this sorted. I was told by someone on the live chat that there was no recollection of the conversation I had the previous day and they advised me that I had to go to my local Vodafone store to show them the conversation so that that I could then ring the repairs team and they would be able to see the notes. I spoke to a gentleman in the store who then sad that he couldn't add these notes to my account and that I had to ring up and get an email address to send my chat conversation to. I was again left feeling rather frustrated with this as I had driven 25 minutes to my local store and the person I spoke to wasn't really that interested in what I was saying. The assistant actually decided to start cleaning his desk while I was telling him the problem. I drove home and ended up ringing for the email address to send my live chat conversation to. I was then told there is no email address and they weren't sure why I was told this. I was beginning to get a little frustrated with this now as I was just trying to get sorted what I was promised. I was finally told that my problem would be sorted and that I could get a "none like for like swap" and that I would have to go back down to the Vodafone store to send my phone off. This was now Monday 5th October. I went back down to the Vodafone store and sent my phone off to be sorted. I showed the assistant in the store the live chat once again and he wrote on the form that was sent off with it that he had seen the live chat and I was promised a non like for like swap. Happy with this I went on my way and waited for Vodafone to get back in touch to let me know my phone had arrived back. On the 12th October I received a text message to say that my phone had arrived at the Vodafone store so i rushed back down to the local store to pick it up. I was disappointed to see that it wasn't the 6s+ I had been promised. I question this with the assistant in the store and he informed me that they would only have repaired it and it would then be swapped for the new 6s+. Getting more and more frustrated with this now I headed back home. I rang Vodafone on the 16th October to get my phone swapped as this is what had been advised by the assistant in store. I rang at 1.30pm and was on hold for 26 minutes before being cut off so I rang again and was on for another 39 minutes. When I finally spoke to someone, I was told that there ws nothing on my account to state that I had been promised this phone swap. I was now starting to get extremely frustrated. So, I headed back down to the Vodafone store AGAIN. I showed the assistant in store the live chat conversation AGAIN. The person spent around 10 minutes writing out in detail everything that was in the live chat. Off home I went to ring Vodafone AGAIN. I spent 1 hour and 44 minutes on hold/being passed from person to person and not getting anywhere at all. Each person I spoke to I was being asked the same questions, I told the same story and was told that it was the wrong department and that I would need to speak to someone else. After spending so much time with this, I finally got to speak to a member of a department who knew what they were talking about. He could see the notes on my account and got my phone sorted for me...Or so I thought. I was informed that the iPhone 6s+ was currently out of stock but I should get a text message to tell me when its back in stock within a week or so. A DPD driver would collect my 6+ and deliver a 6s+ at the same time. Its now the 2nd November and I still haven't heard anything. Frustrated that I hadn't heard anything I have rung Vodafone back today to get an update. I was passed again from one person to another, to another and then cut off. So I rang back again. I have spoken to someone today that is now saying there is no recollection of the live chat conversation or any of the messages/notes put on my account from each time I went into the Vodafone store and that I was not entitled to a phone swap. That was the last straw for me and I have now had enough. I was told that I had to go back down to the Vodafone store to show a member of the team the live chat conversation that I had already done 3 times before! I am now at the end of my tether with Vodafone and the levels of service received from them. I rang to get an update of when my phone was being delivered and was told there was nothing at all on my account. I have complained on social media with no response and have complained again today. TL: DR – Vodaphone promised me iphone 6s+ as a replacement for faulty iphone 6plus, endless chasing and can never “find notes” – losing my mind with frustration. My second reference of the complaint to Vodafone: WRT165 [#11810278]‏ EDIT: Just wanted to add in my initial conversation with the live chat adviser from the 27th September. Ive removed the first few sentences as it was my personal details... Shancky: Perfect our dedicated team will contact you and get the replacement handset at your place. You will receive an email conformation for the same by 6PM today and within 24 hours this will be done . Shancky: Is there anything else I can do for you today? ME: Great! Although I've only just recently got this phone, is there any way of getting a 6Splus instead? Shancky: Yes you can opt for this . Shancky: If you wish to have an Iphone6plus I will request you co contact us between 8AM to 8PM tomorrow and we will connect you to our dedicated team who will help you get the Iphone6 plus at a very discounted price . Our team is closed on weekends or I would have helped you with this right away. Shancky: So please help me confirm if I shall place the order for replacement now or will be be contacting us tomorrow for the new iphone deals ? Shancky: If you can help me with your best possible time I can help you even with the call back arranged . ME: Would I have to pay something to get the 6S plus? Shancky: No you need not have to pay anything extra for this. ME: Okay great! ME: Well if someone can contact me to get a 6S plus instead then that would be great. Just to confirm that I can speak to someone and get a 6S Plus instead of a 6Plus for no cost? Shancky: Yes we will help you get the call back arranged for the same. Please help me with the best time so that I can call back arranged . Shancky: Please help me with best time so that I can help you get the call back arranged. . ME: Okay, but just to confirm, I can get a 6S Plus for no extra cost? Shancky: Yes exactly . ME: Great ME: Around 9am tomorrow would be a good time Shancky: Perfect...!!! We will help you get sharp at 9am and will make up your morning really happy and the day filled with joy

Hello all, When I was stupid and 17 I took out a phone contract with vodafone for my father, I wasn't working at the time so was relying on him paying me the money every month so I could pay vodafone but he never paid me thus I couldn't pay vodafone. The phone got cut off and was ordered to repay the remaining debt of £595. This I couldn't afford at the time so the debt was defaulted. Now I am 20 and more mature but that default has completely ruined my credit report, as I was underage I believe that the default should never have been put on there and I can order them to remove it. I have contacted Vodafone about this and they said they can't find the account so there's nothing they can do about It. I am able to repay the debt now in an installment plan as long as they remove the default. So what do I have to do seeing as they won't acknowledge the account? Kind Regards, Curtis

Hello, can someone advise me please? i ordered a phone from vodafone online at the end of august, it was faulty, so sent it back within their 14 day returns policy. Had an e-mail on the 9th of sept to say they had received it it perfect condition, and were starting the refund process. Did a live chat next day, the advisor said 7 days for a refund, but normally get it in 2-3. phoned them after seven days, and told it's 7 WORKING days, so you will definitely have your refund in 2-3 days. Left it 5 days, was told "they shouldn't have told you 7 days, it takes upto 14, but you've already waited 11 days so it will be in the next 2-3 days. That didn't happen, so i e-mailed a complaint to customer services, who promised a reply in 48 hours. No. i filled in an online complaints form, a few days later a person phones saying he's from customer relations, and they haven't given you a refund because they havent got your bank details. He says go into store and give them there, they know nothing about it. Live chat said "don't worry, we will phone you between 8-9 to sort this. No call. 2 days later, live chat said, no really, we will call you back between 8-9, NO. Live chat then say, "we can't call you back, we don't have the ability to do that, and they can't find the advisor who told me that. I phoned 191 a couple of days back, and spoke to really helpful Kay, who agreed that this has been going on too long and it's disgraceful, and I'm processing it now, and the refund team will call you in 15 mins, then I will call you in 30 mins to make sure its been resolved. Did she? my a**s. If they just said from the start we want to keep your money as long as possible in the hope you might just give up, i would understand. But the lies......... please help. Thanks.

VODAFONE WRT135 Ref:#11807530 Hi All, This is the 3rd / 4th Team I have not managed to get anywhere with Vodafone and need to get Lees team involved Shocking! I have 4 lines and been a customer 6 years if that means anything. To vodafone probably not. Issue 1: I upgraded my phone yesterday, Spent over an hour in store waiting to be seen and then a further 30 minutes being seen due to how slow their system was running. I was issued the new phone and told the simcard would take 20 minutes to activate to which I then left the store. Four Hours later the sim card is still not registered in the new phone (Galaxy S6 Plus - Needs a nano) I called Vodafone, sat on hold for 20 minutes to then be told its not been done now, Give it 12 hours. Twelve Hours pass and I walked from my office the 1 mile up the road to get to the vodafone store, they then tell me the order was not done correctly and I need to wait another 3 days to get my phone working!!!!!! The message in the store that reads " We will get you going in minutes" and "Walk waway with a new phone today" are therefore totally misleading as I now have not got a working phone that I am paying for. Its a new phone, Then to make matters worse I called the CS team as it says on your website to get help immediately and he refused to take my complaint and said I need to write a letter even though your website says I can do this over the phone!!! Issue 2: My parents have 2 lines on my contract and I called 5555 for each of them before they left for portugal, My unbilled usage shot up and when I checked they have been charged for calls from Portugal back home which should have been part of the package, I call Vodafone CS and they said that they will add it now even though it was already supposed to be on!!!!. 3 of these lines can be cancelled, and I am very tempted to do this as this is the 4th big issue ive had over the last few years and it is a total mess yet again.

Hi all, newbie in need of help, want to post about vodafone fobbing me off on a refund but cant work out how to start a thread under retail. Dumb huh. Thanks.

So Vodafone are seriously ruining my life, and I'm not exagerating!! I called vodafone back in march to tell them at the end of my contract (Wrongly I thought it was end of May and the guy on the phone even confirmed "end of May" but it was actually end of June) I didn't want to continue with the service. I was told in this instance I was ringing too soon and to ring back next month (April), which I did. I was told during this call that it wouldn't be a problem and to ring back next month to get the PAC code. I rang back the following month (May) not to get the PAC code (Tired of cold callers so fancied a new number) but just to confirm that my cancellation was in place (I'd heard a lot of horror stories about cancelling with vodafone and didn't fancy getting burned, but alas...) and I was told not to worry everything was in place and my service would be terminated before end of May. So I left it believing this to be true. June, and I get a bill. I ring Vodafone and I am told that it is actually 20th of June when my contract ends witch I am annoyed about as I'd been told May before but reluctantly agree that June is ok. (I had in fact gone out and got a new contract with another provider before the end of May believing the information I had been given to be true) I am also told during this call that there was no notice of cancellation on my account which I argue and spend hour of my time on the phone to eventually be told that because my account was switched from one system to another they forgot to take the cancellation notice over to the new account, which sounded audacious to me that a company vodafones size could make such a mistake. On to July 14th and I receive a full months bill!! I am not happy about this, call vodafone, get put on hold for 50 minutes before the line goes dead, after which I contacted the Ombudsman and got them involved. So the ombudsman, myself and vodafone come to an agreement in August that is thus: - cancel the contract and remove termination charges from 20 June 2015 onwards; - award a goodwill gesture of £30 to the account; and - refund any remaining credit back to you Firstly vodafone didn't adhere to the first and most significant of the resolutions, instead they sent a letter to an address i no longer lived at (I moved out in July and as my contract should have been cancelled and talking to vodafone is the same as talking to a wall, it slipped my mind to mention to them that I had moved) stating and I quote, "I tried to contact you today in order to discuss the cancellation of the contract. I did not want to process an immediate disconnection as you may require the PAC code to transfer your number to a different provider." - The PAC code for a number that at this point I hadn't used in nearly 4 months. Also I don't see anywhere on that agreement where it says "asks the customer to confirm the cancellation" I expected, as per the agreement for it to simply be cancelled back to the 20th June. Secondly, I did get the £30 goodwill gesture credited to my account accompanied with an email to myself saying that if after the £30 is credited my account is in credit that the remainder will be paid into the account my bill payments are taken from. Well that never happened and a few days after the £30 was credited vodafone sent me another bill for the month of August which then meant I owed vodafone something around £7.... So that was a pointless gesture and the £7 is something I wouldn't of paid as my account should have been cancelled back to 2 months previous. Lastly my account is still open today (19th October) and I'm still receiving bills from vodafone and now it is affecting my credit file. My credit report shows numerous defaults on my vodafone account the first one for august (2months after my contract apparently ended) and one for September, just waiting for the October one to show on my credit file and screw me over even more... I've dropped nearly 25% of my credit score due to vodafone and the reason this is ruining my life is because I am currently saving for a mortgage and I have been very good with my credit agreements etc due to this. I was in a position to be accepted by a high street lender at a decent interest rate but vodafone have knocked my credit score to just into the poor category. So 50% deposit if I' m lucky and a sky high interest rate. What I'd like from vodafone is a bit of thought in this matter. Cancel my contract and any money owed since 20th June (I was always paid up on time, only payments I missed were these few months because I 1. thought the account was being closed and settled 2. the principle of it, I'm not paying hundreds of pounds for a service I'm not using after the end of contract date because a multi million pound company doesn't like to let customers go. They can keep the £30 goodwill gesture if they take off the defaults/list notice of correction etc on my credit file. I'm at a loss though and thinking only course of action to take is to speak to a solicitor or as my mother suggested this week, approach watchdog and show all the evidence and then maybe this company will take this matter a bit more serious. Any help advice before I go down those routes would be greatly appreciated. Thanks.

Hi, I'm hoping someone can help. I have a business account with Vodafone and we have recently tried to move two numbers over to two different contracts that have longer expiry dates. We were initially told this couldn't be done, so decided we would probably get the PAC codes and move the numbers to a different network. Obviously in the process of trying to get the PAC codes we got through to the retention team and they immediately said that they could transfer the contracts without a problem. They told us that all that would happen is that the numbers would be moved to PAYG and then moved onto the new contracts. Within minutes of this conversation, the two numbers lost signal and appeared to be disconnected. On phoning VF back we were then told it may take up to 24 hours to restore the number. 24 hours later and we were told a different story and that it would take a further 24 hours to restore the numbers. Another 24 hours passed and we have were then passed around various departments with no further progress. Yesterday we were told everything would be back up and running within 6 hours... still nothing. Today, at long last one of the numbers has been restored, unfortunately my number hasn't and I'm now being told it could take up to 30 DAYS to 'find' my number. I am failing to understand how a number can be lost in the first place, let alone go missing for 30 days. This is business and personal number (which I have had personally for over 10 years) and I am missing important calls from clients and potential customers, not to mention family and friends. Any help would be appreciated I am not getting anywhere with call centres. I have sent a request to the web team based on instructions in the forum. Thanks, Richard

I have tried using the online form but get "forbidden access" or something when I submit ?? Dear Vodafone customer support. I recently purchased a used iPhone 5c online and was informed the unlock has been requested - as my daughter requires EE. The Imei is - 358543053228331 The number that was in use previously I know but can't publish. I am confused now as I am informed the previous owner has been told it can not be unlocked unless the original sim is used in it ? Surely this defeats the point of unlocking?? I would appreciate your help in this matter. Regards

Hello, I have another case of having a Vodafone Default on my Credit Report. After running a Credit report for the first time with Noddle, I have seen i have a £30 default dating back to 01/02/2012! which has been re-applied every month since. I can only think this may be due to a missed final payment on my mobile contract of £30. But have no memory of any notices or letters from Vodafone or debt collectors, and have no email history - This is the first i know of this! This was during a period at university, so it is possible these were simply missed by myself whilst moving address. I have contacted Vodafone, who unfortunately have no record of me even having an account with them past or current (as I have a new mobile contract with them now) and whos only suggestion was to call Exerian. I am prettty horrified at the idea that I may be left with a poor credit score for the next 6 years, due to a £30 default on a mobile contract that I have not been aware of for the past 3.5 years. Affecting applications for mortgages, loans credit cards etc...! I have followed a link to get the attention of Lee from Vodafone. And have a reference number 11533866. Please help