Jump to content

Showing results for tags '@vodafoneuk'.

  • Search By Tags

    Type tags separated by commas.
  • Search By Author

Content Type


Forums

  • The Consumer Forums: The Mall
    • Welcome to the Consumer Forums
    • FAQs
    • Forum Rules - Please read before posting
    • Consumer Forums website - Post Your Questions & Suggestions about this site
    • Helpful Organisations
    • The Bear Garden – for off-topic chat
  • CAG Community centre
    • CAG Community Centre Subforums:-
  • Consumer TV/Radio Listings
    • Consumer TV and Radio Listings
  • CAG Library - Please register
    • CAG library Subforums
  • Banks, Loans & Credit
    • Bank and Finance Subforums:
    • Other Institutions
  • Retail and Non-retail Goods and Services
    • Non-Retail subforums
    • Retail Subforums
  • Work, Social and Community
    • Work, Social and Community Subforums:
  • Debt problems - including homes/ mortgages, PayDay Loans
    • Debt subforums:
    • PayDay loan and other Short Term Loans subforum:
  • Motoring
    • Motoring subforums
  • Legal Forums
    • Legal Issues subforums

Categories

  • News from the National Consumer Service
  • News from the Web

Blogs

  • A Say in the Life of .....
  • Debt Diaries

Find results in...

Find results that contain...


Date Created

  • Start

    End


Last Updated

  • Start

    End


Filter by number of...

Joined

  • Start

    End


Group


Location

  1. Can anyone help me please. We have two contracts with Vodafone, and in September we visited Florida. Both phones were put into flight safe mode and only wi-fi was used, however one of the phones has come back with a bill for £216.00 for internet usage, this is usage on 5 seperate days totalling 56mb only. We have queried this as we are 100% sure this phone was never used without Wi-fi. We have had 8 seperate phone calls including one chat transcript clearly stating they will revoke the charges. I spoke to them Friday as they still had not done as promised and was told they were not removing the charges and they would stand, they put my through to a supervisor and then cut me off. My wife rang them again the same night to be told that the charges would be removed over the weekend. Alas today this has not occurred so my wife has gone into the shop to be told that no notes are on the account re this conversation Friday and we will be charged the full amount, we asked can you give us a UK call centre number to be told to simply google it!. I am at the end of my tether with this does anyone have a UK number or can anyone suggest what to do next.
  2. Hi I need some help. I ported over my number to Vodafone about 2 months ago and it has been a nightmare ever since. The customer service on the phone has been really bad and have actually made things even worst. I need my phone number up and running as soon as possible. Currently I have not service at all except emergency calls. They did manage to get it to work for calls and texts but not data for a few weeks which they have now some how messed up. I'm currently using a Vodafone Payg sim card but I need my own number back as I work as a doctor and its my main method of communication. All help would be appreciated
  3. I've been chasing Vodaphone since the 22/9/15. I sent a copy of this email to them this morning using WRT135 - got this reference - #11623195. Hi I am really hoping you can help, I send a complaint last Thursday but haven't heard anything. I spoke with your online chat service about cancelling my accounts early and was told i would be charged around £78 for number 07989xxxxxx and £88 for 07769xxxxxx. I then received bills for £211.73 and £182.57. I contacted Dexter through your live chat on Tuesday 22/9/15, he said he could see the notes on my account confirm I was told £78 and £88. He said he could re-connect the lines and this would amend the bill. I explained we had transferred the numbers so he couldn't do this. Therefore he was passing this to your billings team and they would amend the bill and send out new ones. On the 23/9/15, you have taken £392.57 from my bank account. I need you to refund the extra money to my bank account asap please. I was told £78 and £88 and my decision to cancel was based solely on this information as I could afford this. I cannot afford £392.57 and this is going to take me overdrawn on my bank account. I hope as this is mistake on your part, you will resolve this issue quickly, refund the cha. r
  4. On the 26th of September i called Vodafone to make payment for my bill. My bill was a month behind with an outstanding balance for August bill at £97.99, the amount for September i owed was £49.16. I paid £15 on 08/08/2015 so that i could carry the august amount over to Septembers bill and pay them both, the balance to be paid on the 26th September was £132.19. Through the month of August i noticed that my bill totals made no sense, the amount i owed changed on a weekly basis, i rang Vodafone numerous times to discuss this and was told it was an error on the system and 'not to worry about it sweetie pie' by a very patronizing customer service agent. I however did just that, but noticed the amount i owed had gone from £132.19 to £230.41 with no justifiable explanation or reason explained on the bill by the 26th of September. I rang them again, spoke to a very nice young girl who said it was an error in the system she had logged it and said the balance was adjusted to what it should be i then paid the outstanding amount of £132.19 as agreed. On 26th September i was looking at my online banking and saw that two payments had been taken from bank account, £132.16 and another sum of £135.90. I rang vodafone straight away, a customer service person told me the wrong amount had been taken a refund had been made and would be in my account by monday as it was a saturday and banks were not open until monday. Monday came, no money in my account. I rang my bank to see what they could do, they said it wasn't a direct debit transaction, they had my card details saved and took the money out of the account unauthorised, because it wasn't a direct debit they could not reverse the charge and would be down to Vodafone to do so, i was told a refund should take no longer than 5 working days at Barclay's bank, the bank advised me to request an email confirmation from Vodafone explaining that money was wrongly taken from my account and i could make a complaint with the fraud department who would investigate this as this was classed as fraud. I then rang Vodafone again. Spoke to a lady this time, who told me the money had been taken because it was what i owed, my bill was now at £282.39. When i asked her to go through the bill and break the bill down to me so i could see why the amount so much, that i had rang about this bill numerous times been told it had been rectified and logged she said she was transferring my call to a manger. I then spoke to the manager, went through what had happened for the 5th time and was told that was how much i owed (no reason was given for this however) and in fact i actually still owed them £9 which was due by 02/10/2015, (even though my bill due date is the 25th of every month). By this time i was extremely frustrated, i had no answer of why the bill was so much, a number had just been plucked out of the air, i asked whether they actually do log conversations and asked him to read through it. Eventually, the manager told me there had been an error, he didn't know why and that he would issue a refund then. I explained that a refund should have been issued on the 26th as that was when i first rang and was told it would be back in my account by the 28th. The manager told me it hadn't been processed and that it would take three- five working days from the 28th to clear and be in my account. I asked repeatedly for a BACS transfer of the moeny to ensure it would be in my bank within 3 days as i needed this money to pay bills. I also asked for an email or text be sent to confirm that they had wrongly taken money out of my account and were refunding it to which he said he would send me one, i am still waiting for this. I rang again on 2nd October as the money still had not gone back in my account, was told by a customer service person that the money would be by the beginning of next week, that it takes 3-5 working days and she 'knew how these things worked'. It has been now been 10 days since i first rang and requested a refund, 7 working days excluding the weekends. I still do not have the money back in my account, my bank account has gone into arrears for which i have been charged £15, a bill that was supposed to be paid has bounced because i do not have the funds to pay it, i have incurred another bank charge for this. I am absolutely disgusted with how i have been treated by Vodafone, nobody knew what they were doing, i repeated several conversations with multiple team members and told different things on each occasion. I do not understand how a huge multi-million pound company can not reverse funds that they have wrongly taken in a timely manner . The fact that it was taken out of account unauthorized for a bill amount that had been plucked out of thin air because they had my card details is very worrying. This was not a direct debit but a transaction made over the phone, all my card detail have been saved somewhere on their system and used to make fraudulent payments. I have tried to log on to the Vodafone forum and log a complaint on there also, i have no login details to do so. I have been waiting the last 3 days for Vodafone to send me en email confirmation link to allow me to do so. I have also logged this complaint on resolver, a complaints site dealing in large companies. The complaint was for the attention of a Sarah Green, a complaints manager at Vodafone, to which i have had no reply. I have tried to call again today, to be held in a massive que for which i do not have time to sit in, i also begrudge having to explain the situation for around the 10th time to be told the refund is on it's way, however, nobody seems to know when, meanwhile my bank charges are increasing .I am a single parent my child is school meals i have no means of how to pay for them as my account is arrears. I have rang the bank today who have told there ar eno refunds, payments, funds waiting to be deposited back in to my account and the maximum amount of time for a refund would be 5 working days . I have also been advised that under the visa regulations law there is a maximum of 15 days allowed before a refund should be issued and deposited back in to a consumers account. It is now 11 days ago i first rang and asked for the money to be reversed. I am absolutely appalled at Vodafone and their costumer service.
  5. This whole nightmare started when I upgraded to a sim only contract but they got it wrong (third time) so I phoned to cancel the upgrade. When they cancelled the upgrade they also cancelled my contract which they are calling a glitch. I now have had no service for 2 days and just want to leave. The problem is as they have cancelled my number so a pac code cannot be generated. It gets worse though because when I asked to just cancel my contract they told me the early termination fee would be £540! This is because the cancelled upgrade will only be processed when my service is reconnected. I had less than two months left on my original £38 a month contract. They are giving me a refund of line rental for the days I don't have service and £10 for the inconvenience (how generous!) Originally they said it would take 24-48hrs to get reconnected and now they're saying 48-72hrs. I feel trapped and don't know what to do in this situation. They've also deleted my account so I can't see bills or anything and as my number is cancelled I can't even phone them as you need to enter your number when you call. I've ordered a giffgaff sim in the mean time but I'm so angry at how they've treated me and others. I kept asking to be let out of my contract without penalty but they just ignored me #11196366
  6. Is anyone having trouble with Vodafone bills currently. My son has a contract with this service provider and recently had two very large bills which they said were due to internet charges. one was over £200 and the other was over £300. They upped his data limit to 'unlimited' and every thing was fine until he upgraded his contract to the new iPhone6. First couple of bills were fine. This month he is well over his bill. Shows on his phone that his current bill is over £200. Data levels show he is well under his limit. They say they cant look into it until his bill is paid. Bill isnt due till the 17th. If it is rising at £40-£50 per day he will owe a fortune by then. Can anyone advise what I can do Thanks in advance.
  7. Sadly I went onto VF website last week and realised I was due an upgrade. I ordered the new iphone6s plus under pre order. it was meant to be £59 per month and £309 upfront cost. When I got home that night I noticed that my monthly payment had been billed at £120. I rang vf customer service and was told that I was more or less lying and that I could not cancel over the phone and would have to do it online. There is no where on line to cancel a order. over the next 36 hours I spent a total of 7hours 12 mins with customer service who said everything from 'you can only cancel within 1 hour of placing on line order' or 'your order has 100% been cancelled' to 'I am not allowed to cancel your order' I have now tried to leave VF and requested the PAC number to port to another network. They now say that I am in contract with them and if I want to retain my number (which I have had for 20 years )I will have to pay them £708 pounds. They are also refusing to unlock my handset from their network as they say I have not paid my bill for 3 months. All of this is complete rubbish. My bills are paid via direct debit and come out on time every time for the past 3 years with vf. I even went into a Vodafone store on Saturday and requested cancelation there which they refused. I asked her to write it on a bit of paper that she was refusing and she point blank refused to. All in all Vodafone are breaching just about every distance selling and cooling off period law, threatening customers, lying to customers and what amounts to stealing from me. I am disgusted, stressed and out of pocket from these fraudsters. DO NOT BUY FROM THEM, IT WILL END IN TEARS.
  8. I have a bill for circa £1.5K which is comprised of roaming charges whilst I was away in Italy. It is really odd, the bill includes for 9Gb between approximately of data downloaded between 12 and 2 in the morning. I am not even sure such speeds are feasible on a mobile data network. There is no way I downloaded this, I realise that it could have been an automatic update, but then I looked at the Mobile Data Usage on the Ipad the Current Period Roaming is 7.6Gb and that is everything from the 10 November 2013. The device is an Ipad. They have not taken the money yet, I know I can cancel the DD, but I do not want my credit rating shot to pieces by them and they hold all my business numbers so I do not want to be cut off. I have have used the Social Escalation Hub.
  9. After some research on here I now know the true horror of what Vodafone have done to me. To cut a very long story short my Vodafone account was closed early and paid up by me in June (so I thought) PAC code transfered all done. Goodbye Vodafone - hurrah! Get a letter in September saying I still owe £90odd . I have contacted them on many occasions saying please can I have an invoice so I can see why you think I owe this? Athough promised each time nothing received, next I get mail from debt collection and then black mark on my (previously perfect) credit history - Just as I'm apply for a mortgage! Thanks Vodafone!! they can say I owe them something , not produce an invoice to back this up and then ruin my chances of getting a mortgage with absolute and complete impunity! On the advice of my mortgage broker I paid the o/s amount to minimize the damage. When I did this I was told i could speak to the team that placed the marker against me as I wanted to explain it was paid late because vodafone did not supply me with the information required to resolve the dispute and therefore please remove it. After the amount was paid I was put through to sales! When I called back to try once again the line was dropped after 50 minutes . I just dont have to time to spend many more hours on the phone to receive empty promises. So even after paying an amount that im not sure I owe I still have got nowhere in clearing my name . Its shocking and I cant think of any other industry where people could behave like this and get away with it.
  10. I'm talking here about calls overseas whilst in the UK not roaming. I just made a 25 minute phone call to Belgium from London and have been charged £25 for it! That's £1 per minute - extortionate! Do the new EU regs not apply to cross border calls from your home country? Seems odd to limit roaming charges whilst abroad and then let the phone cos charge what they like when you are at home. The irony is I travel a lot and have the Eurotraveller service enabled. When I call this number from abroad I get charged nothing under Eurotraveller - apart from the usual daily fee which covers all calls. So I am in the absurd situation of paying several times more for calls in the UK than when I am roaming!
  11. My vodafone account number is ........ Having returned the new iPhone 6 within 3 days of taking out the contract to cancel, over 5 months later I have yet to receive a refund for the £201 I am owed have today received a final demand letter threatening to involve a debt collection company. I have visited the store on 7 occasions, and spent countless hours on the phone and on online chat attempting to get this resolved. On 17 occasions; yes I have counted, a member of staff from either the store/phone/online have promised they will call me back. On literally NO occasions this has happened. I am at my wits end. I will be turning up at head office during my day off next week if this is not resolved soonest!! I have used the web form with the cat reference code so hoping 'lee' or whoever will finally take an interest in this. My vodafone reference number for the web form is #11420834
  12. Hi, We have been with Vodafone for 10 months now ( 2 x 2 year contracts) and have had a network problem for the last 7 months which Vodafone have acknowledged and offered us a 50% credit every month. The fault is still there and listing on their website as being worked on by the engineers however it's just a massive pain not being able to use the mobile internet or make calls all the time within my home area. Do I have any grounds to say enough is enough and cancel the account etc ? I feel that 7 months is long enough to fix an ongoing problem and surely they must believe the same ? What's the opinions of the experts ? Many Thanks Scott
  13. For 18 yrs I have had a YAC 07xx number which was/is a private number that follows you wherever you are and that you can point to a landline phones. It used to be a great little service but nowadays such services are provided by smartphone apps and are generally much better and don't charge the caller an arm and a leg to call you. The YAC number has been free for 18 years however just recently I have been receiving threatening emails from eReceptionist saying I owe them £36. When I asked what this was for I got no response and when I asked for a tax invoice they refused to provide this. Instead I got an email saying 'congratulations, your account has been upgraded from YAC to eReceptionist' This morning I got a nasty email from eReceptionist saying that they had cancelled my account and we're going to refer it to debt collection and reflect this on my credit file. I spoke with actionfraud who told me they had received other reports and told me NOT to send any money to eReceptionist. Instead they took my details do that the police can come and take a statement as part of their investigations. I also referred the matter to ofcom who directed me to payphoneplus who regulates these organisations and they told me they would be writing to the parent company whom they told me was Vodafone. I just wondered if anybody else has had similar problems with these organisations
  14. Hi I have 4 Vodafone contracts. We moved house in Nov 2013 and although the signal checker says we should have a signal we don't. For 2 of the phones the contracts are still running but have not been used as we had to take out contracts with O2 instead. My personal phone's contract is soon to end so I am switching to O2 and the other phone is now just used when out and about. I want to cancel the 2 contracts for the phones which are now on O2 and have been for many months. I have wrestled with trying to use sure signal to overcome the problem. However despite trying two different v3 units the problem still persists i.e. the signal drops out or breaks up. I use my mobile for work and it is embarrassing when a client can't hear me properly or for them when they have to repeat themselves many times for me to make out what they are saying. Vodafone has tried resetting the sure signal boxes but have concluded that the problem lies with our BT broadband. BT has checked the line and say there is nothing wrong with it but admit that the upload speed is just 0.25 MB not the min of 1 MB required by sure signal. I'm not happy paying for a service that I cannot get no matter how hard I try. Please can you advise on how I can get my contracts cancelled without incurring a penalty. Thank you
  15. I have recently received bills for purchases on my Vodafone bill for £4.50 for Prizegrabber.co.uk - these are registered on my bill as 'purchases or donations to a charity' - of which I have not registered for. When you type into a Google search 'prizegrabber.co.uk' there is no such website. I have contacted Vodafone twice and they don't know what this fee is for, BUT have been assured today that their technical team have put a block on it??? (I have to ask myself how they can block something that they don't know what it is!!) Has anyone else received such fees and if so, please can you advise how to get rid of them?
  16. I have been a customer of vodafones for several years and never had any real reason to complain. However over recent months the level of service they have provided me has been worse than abysmal and I'm looking to wash my hands of the company. I have two numbers and each has had issues as follows - Line 1 - Three months ago i received a text message telling me that I was nearing the limit on my data for the month. Within 2 minutes I received another telling me I had used all my data and another 2 minutes later a third text arrived telling me I was over my data and had been charged an extra £6.50. Now I was not on the internet at the time, in fact I never use the internet on my phone unless I'm on wifi, and so could not understand why I had gone from near to over my limit in this fashion. I contacted Vodafone and they agreed that the messages had been sent in an inappropriate manner and therefore they removed the charge of £6.50. The following month I received a text message telling me I had gone over my data limit and was being charged again. I therefore rang 44555 and got the automated line to send me a text message telling me what my balance was. Lo and Behold it showed that I was in fact not over my limit and so after contacting Vodafone again they agreed I had been charged incorrectly and credited off the charge. The same thing happened again this month and they have had to credit my account. All of this is bad enough and has made me question my custom with the company but it pails in comparison to the issues I have had on my second line. Line 2 - This number was eligible for an early upgrade and my wife (who uses this number) wanted a new phone so I contacted Vodafone and did all the necessary to get it done. This was last friday (11th September) and we received all of the usual order confirmations and tracking info as you do. The next day however I was sent a message telling me that the order had been cancelled. Upon calling Vodafone it turned out that the person who had taken the order had done it incorrectly and therefore the order had not gone through. Having had about enough I opted to not continue with the upgrade with the thought of letting my contract run down and moving on. THe wife wasn't keen on this idea and so I ended up completing the upgrade via Carphone Warehouse but obviously staying with Vodafone (yeah I know I shouldn't have but anything for a quiet life). So the new handset arrived but as with new phones the sim was a different size and so I contacted Vodafone to complete a sim swap. Monday evening a member of their team told me that he had done it and that it should be complete within an hour. The following morning my new sim was still not on the network and so I contacted them again. The second person I spoke to told me that the sim swap had not been done correctly the night before so they would complete it for me. This conversation ended with the promise that it should be completed within two hours. Nine hours later and with still no connection to the network I contacted Vodafone for the third time and was told that they couldn't see what was wrong but that they would put the swap through again and that it should be done in an hour. Another night came and went but the following morning the swap had still not been done so I contacted a fourth different member of the Vodafone team who told me that it was still going through and would be done in half an hour. 12 hours passed and I was still not on the network so I contacted Vodafone for the fifth time and was informed that a new swap request had been put in that morning (this was not what the fourth team member had said earlier that day) and that I would have to wait until 9am the following morning. Well that was this morning and guess what......no sim on the network. My sixth contact with Vodafone yielded the information that in fact the swap had failed as they are now claiming that the sim card is faulty and that I should therefore go to a Vodafone store and get another one. I am beyond frustrated with this situation and coupled with the problems with them overcharging me every month I have had all I can stand. I have emailed the CEO of Vodafone with a breakdown of events on both numbers along with the request that both of my lines with his company are terminated with immediate effect as I have absolutely no intention of remaining with the company and also have no intention of paying any termination fees. My case has been passed to whomever deals with these matters and I am awaiting their response. In the meantime I have stopped using both phones and am putting PAYG sims into them for the time being until the situation is resolved and I can move to another compnay. The question is are Vodafone in breach of the terms and conditions of the contract I have signed with them? It reads as follows - 2.1 Vodafone shall use reasonable endeavours to provide Customer with the Services and to ensure the security of Customer’s communications at all times. Could it be argued that they have fallen down on the reasonable endeavours to provide me with services? I don't think it can be but I'm just trying to arm myself with as much ammunition as possible in my fight with them.
  17. Hi all So it comes as no surprise whatsoever that Vodafone is positively trending on these forums. So here I am to join the chorus: being a customer of 10+ years, I am pretty traumatised by the insanely inept customer services, whether in store, on the phone or live chat. April 10th: I ring in to arrange my upgrade - all goes apparently well and I sign up for two new handsets (both nano-sim) and told I could keep my old numbers on both. Since then, one of these handsets has continued to be absolutely unresponsive to its SIM despite trying new SIMs until I figured it was just defective and called in to demand an exchange for a different handset altogether. Being still in the hassle-free period, the exchange was readily agreed and I was told to expect a DPD pick-up of the faulty handset in a few days. This never happened so I rang in and was told the 'order had been cancelled' (God alone knows why or by whom). Early May: So I re-placed the order, was told to wait on DPD etc etc. Nothing happened for the second time. I cant fully remember the excuse given then or exactly how many times this happened but it was definitely 3-4. I think at this point I also rang in to complain about being BILLED despite the situation - I was told I would be refunded all the excess money- this never happened. Mid-late May: I rang back, they reissued the order and told me to wait again. Again, absolutely no word from DPD. I believe I waited a while after this, since, well- I have a life to live and waiting in endless queues with the world's worst customer service for absolutely nothing was driving me literally insane. June: Again I rang up to ask WTH was going on and was told there was an 'older order that needed to be cleared first before the new order can go through' (again, not the faintest inkling who/what/why/when). After waiting the instructed 48 hours, I rang in to renew my request. They confirmed that my account was all clear, placed the new order and even said she'd credit my account with £10 - never happened. She also keenly assured me that DPD would be in touch by the end of the week. ...do I even need to carry on? AND all the while, my new (costlier!) tariff that came with the defective handset has been active on my old handset. This is unfair as I did NOT agree to a new tariff alone- the deal included the tariff AND handset. I have been charged TWICE (on 2nd & 24th May) since that fateful April 10th despite the deal being incomplete (i.e. no functioning new handset). So in summary: #1: I have a defective handset still waiting on DPD to take back and a new one to be delivered. #2: I have been charged TWICE IN ONE MONTH for a tariff that INCLUDES a handset which IS DEFECTIVE AND FOREVER PENDING RETURN. Is this enough grounds to take this inept company to county court? I'm reading through the page on that now and seems like my only option at this point. I'd love to make an example of them this way. Anyone else done this/thinking about doing it? Thanks so much for reading and/or any help!
  18. Hi Seems a common complaint but just thought I'd add my voice and seek advice. Stop me if you've heard this one. My fiancee left her vodafone contract early due to extortionate billing and general incompetence. She payed the agreed settlement figure. Then vodafone billed her for another small payment. Around £30. She then entered into a dispute with them over this extra payment. She was unaware that vodafone had registered a default with the credit reference agency until she tried to get credit. She complained to vodafone. No joy. In the end she agreed to pay the amount on the condition that the default would be removed from her credit history. Vodafone agreed to this. She payed. Her credit history remains unchanged. I have taken over dealing with this as it has got to a stage where it is causing her serious emotional distress. I contacted the CEO Office. They asked for some details. I provided them. I received no response. I contacted the CEO office again and stated that if they did not intend to resolve the situation i would require transcripts of any conversations they had with my fiancee. No response. Then they phoned my fiancee and said that they would have to fill out a form and send it to the credit reference agency. They said it is the credit reference agency's responsibility to rectify the situation. That's the story so far. I cant believe it! Her credit score is way higher than mine. It's 990 plus! But because of this thing with vodafone we cant do anything that requires money. We cant travel, buy a car, remortgage either of our houses jointly, get married, or even open a new bank account as we discovered today! I hope I've been doing the right things to try and get this sorted out but i don't really know. I thought that if you asked for transcripts they would have to provide them under freedom of information or something? It's a whole new experience. Any advice would be much appreciated.
  19. Hi, I received a faulty phone from Vodafone (sometimes it displays nothing even though there is "life" in the phone) where i have been a customer for 2 years. I received this phone on the 6th went on holiday come back and started using the phone requesting that my number change (because of PPI calls), they happily arranged this. Once i reported the faulty phone they said that they would send a courier to switch the phone for a brand new one which i was pretty happy with. Then the customer service assistant discovered i had changed my number and that this switch wasn't possible and told me that a courier would have to come and pick the phone up, take it for repair then have it sent back to me. I asked for some times scales as i need my phone as part of my job and she couldn't give me any and the earliest the courier could get to me was the 25th. So not only am i sat with a broken phone for 6 days I also don't know how long im going to be without a phone. When i pressed on the issue of weather its going to be a week, month or year she still couldn't give me any sort of indication. To top it all off i get a faulty phone that's been refurbished when surely i should be entitled to a brand new phone. Surely I'm entitled to a better service than i received I'm just not too sure the best way of going about it. Could somebody suggest the best way? Thank you.
  20. applying for a mortgage and upon checking my credit score, i find a default from a Vodafone account on my file - whilst i may have had a PAYG phone some time in the distant past - the credit score says the account was opened in April 2010, i definitely didn't use it when it is alleged to have gone into default How can i get default VODAFONE LTD GEMINI removed from credit report? It says 2 mised payments in March 2014, defaulted in July 2014 and it says £14 was owed Communications Supplier from Vodafone Ltd Gemini (I) / XXXXX5419 is the account
  21. So I upgraded about a week ago as my upgrade date was 1st August and the plan ended 15th October. The first upgrade advisor said I had to pay an upgrade fee of £210 because ; I didn't necessarily mind as I thought I must have got my dates mixed up and new my current phone would have paid that off. The advisor discounted this down to £168.67 so I wasn't too annoyed with that. The more I thought about it though, I felt I shouldn't have paid anything so I got back on to the chat and was told ; Obviously I thought that was quite a nice offer so I agreed to continue ( I had already paid £43.67 as they told me the bill couldn't have a charge higher than £125 added at one time?) So, the upgrade arrives and all seems to be well....... until my bill arrives! £138.94 charge! No idea where this figure comes from as it doesn't add up to what the chat advisors had even said. Going onto the chat I have been told I have to pay this ; trying to return the device is a nightmare as I keep getting passed from pillar to post. Then other advisors are just simply saying All well and good saying that but not when a bill of nearly £200 is on the line :mad2:
  22. WRT135 [#10949986] Hi all, First time poster here. I dont even quite know where to begin, I am so beyond frustrated with Vodafone that Im damaging my laptop as I bash the keys writing this! My problems all began when I did an early upgrade with the now defunct Phones4U. I currently had a Vodafone number and my prerequisite in doing an upgrade was that I had to keep my old phone number as it was for business. They got everything started and then told me the process of porting my Vodafone number onto my new Vodafone contract. They told me it was quite frankly a pain in the ass but to speak with Vodafone and they would get it sorted. So now at this point Phones4U are out of the picture. I spoke with Vodafone over the phone and they told me about general delays you get porting within the same network, as I was really busy with work I decided to just keep two contracts going and to put my old sim card into my new phone. Fast forward to 18 months later. At this point, I decided to finally go thru the porting process, after speaking with about 3 different people on the phone at Vodafone (1hr or so) they told me I needed to pay to end my old contract (about £80) and the process would begin, so thats exactly what I did. I would then go on to a PAYG phone (with my current number) and they would then be able to port my number in about 2 weeks. 2 weeks later. On the phone to them, explain the situation again as no one knows what Im talking about (getting suspicious!) The porting process begins with change over in 2 working days. 2 working days later, nothing is happening. I ring Vodafone, explain AGAIN what my problem is, they try again. 2 working days later, nothing is happening again. Ring Vodafone, explain AGAIN, I end up being disconnected from the person I was speaking too. Ring again, they advise me to go into store. So now at this point Im on about 8 hrs or so on the phone. I go into my local store, explain the situation (the story is getting very long winded now, I apologise) The lady I deal with in store is very nice and cant find my phone details, turns out they have deleted my old phone number, thankfully I have the PAC code. She rings Vodafone and is getting visibly frustrated with the people from her own company she speaks to over the phone. manages to sort something out, tells me to wait 48 hrs and try again. 48 hrs later, you guessed it, nothing. So I go into the store, and onwards its goes. What she advised is starting a new contract as apparently I no longer have one, and we can port my number with my PAC code onto it, great Im thinking, lets go for it. And finally I have my phone up and working. My first bill comes in, £180. I go into the store and ask what this is all about as my contract would only be £30 a month, they bring up my details and I ask me why I have 3 seperate phone numbers on my account, I have no idea but assume its something to do with this. I ask to speak the girl who set it up for me, she is away on holiday, so i wait, come back a week later and ask to speak to the Manager of the store. She wont agree to see me at a specific time, so I have had it up to my eyeballs and walk out. Im not paying the £180, that was there screw up and no one will admit it. I take my PAC number and join a new network. So fast forward again to now. Im receiving letters from Vodafones heavies, Fredrickson Int, they are now chasing me for £500, I assume thats because they are charging me fees for breaking away from my non existent contract. I will never ever ever part with a penny to give these guys, but here I am wasting the 50th hour or so on this hoping that because reps from Vodafone look at this forum maybe some one will fix it and the problem will go away. If not,maybe I will get these letters once a week for the rest of my life. Thanks for listening, Vodafone is the worst expericence I have ever had in my life. THE END WRT135
  23. Hello. First time using this website, so please forgive me if I will fail to follow any rules you might have. So long story short is as follows (I will try to cut it down as much as I can, will skip most of the dates as well). Signed up for Pay Monthly with Vodafone in April 2014. Spotify Premium (online music service, not managed by Vodafone) was supposed to be included in my subscription plan FREE of charge. After a couple of months I've noticed that my bill is £10 too large (FYI - that is the exact price for Spotify Premium). Thought that there might have been a mistake and that Vodafone will find it by themselves and that next month my bill will be adjusted. Sadly that didn't happen. Waited for another month - same result. Contacted their Customer Services. They admitted their fault, apologised and promised that next month on my bill I will see a refund for what I have overpaid and that all further charges will exclude Spotify Premium payment. Once again to my great disappointment the next bill came with no refund and with Spotify still included. So yet another £10 taken from me. Let me skip forward by about 6 months now. I'll just say that I was getting in touch with their Customer Services almost every month and each time I was getting the same promise - that next month I will get refund and all further bills will have no sign of Spotify ever again. Unfortunately the reality was that with each month the amount that they have taken from me was just increasing and increasing... Then finally in February 2015 I was able to get some sort of resolution. This lady in their CS or billing department assured that I will get £80 refund (the amount they were due at the time) and even assured me that I will get a compensation that I've asked for which was another £50 (I know, I should have asked for more, but whatever). So my next bill came and it was quite confusing. There were multiple lines with really odd figures, but if my amateur calculations were correct - I was credited for an amount of about £130. This of course could have been a happy (well sort off) ending for my story. But guess what - £10 payment for Spotify was still on my new bill. So I've just waited for another 5 months until they have taken £50 from me. And my monthly plan is £50 as well. I thought that since we're now sort off even I can just go and disable my direct debit. Well to be honest that was an advice from someone who in some way knows mobile phone market from the inside... Of course when my payment was due I've received a warning from Vodafone that if I will not pay then my line will get suspended. So I've called them (they never call you, trust me and we'll get to that later on). I was quite serious about my further actions. Just told them that if they will not refund me and if they will not fix my billing then I will just cancel my contract. The girl apologised and told me that she will talk to someone more senior on the team and they will get back in touch with me. She has also assured me that my line WILL NOT be suspended. They have never called me (surprise surprise). And after few days my line got suspended. I guess you understand that I have lost quite a few incoming calls that I was expecting as people were not able to reach me. Also I was not able to make calls which has caused even more damages to me. So I've called their support again. They have re-enabled my service and assured me that some manager will call me in the next few days. They never did... I've just kept on waiting. For about 2 weeks. In that time their systems were harassing me in all possible ways. I was getting text messages warning me that I must pay them. Then one day someone from their billing team called me to ask why I am not paying. She was not even aware that I have a case open and that it's them who should pay me and not the other way around. So that was the only time someone called me from Vodafone. After speaking to this lady she also assured me that her boss will call me and that my case will be resolved. Well nobody has called me again. So I have called them again on the 15th of July... This time I've heard some really interesting news. Apparently their billing system was not ready for providing customers with any FREE extra's and that for the last 1,5 year they have lost a lot of customers who cancelled their contracts due to wrong bills. How cool is that??? She also told me that their systems are now fixed and that she will remove Spotify charge from all my future bills. This time it will definitely happen. )) You might wonder why they haven't just fixed my bill automatically without me even calling them, but I guess that would be too much to ask. She has also promised me that I will see a refund of £50 that they have taken from me since February. And I've also asked for a compensation for all the time lost on the phone with them, for the inconveniences caused having my line disabled and for all sorts of distress I've experienced in the last 1,5 years. She promised me that her manager will call me by the EOB 16th July. You can probably guess what I will say next... LOL. No one has contacted me and then my new bill came. In this bill I am being charged not just my normal service charge of £50. But there is also a charge of £10 for Spotify Premium. There is no refund of £50 that they have promised. And they are charging me an interest of around £4,5 for being late to pay my last month's bill. Ain't that funny???? So. My question is quite simple. Can I sue them? Believe me I don't want to just get a refund or cancel my contract. I also want a decent compensation for my time that they have wasted on these endless conversations with their billing team. For all other inconveniences that they have caused me. For all the distress that I have been through. And also an interest on the amount of my money that they have been holding for all this time. Sorry for a long read. And hope someone can help me. p.s. despite the fact that my next payment is due on 28th of July (if I’d be willing to pay the current bill of £130) they have suspended my line again just now. p.s. if you want to take this case one step further - I am happy to put my signature on it. You can make a claim for as much as you want and when Vodafone will pay you - you'll share with me. )) I mean if you are some kind of lawyer. ) p.s. p.s. PLEASE DON’T TELL ME TO CONTACT THEIR CUSTOMER SERVICES AGAIN… ))
  24. Hello All, I discovered this site at the weekend and spent hours reading the post, its fantastic to see such friendly and helpful people giving each other support and I hope I can get some of that support here I have been going around circles with Vodafone, I have tweeted, called, been into the shop, sent letters, completed the online chat and all I seem to get ist he Vodafone run around, it seems there is no where you can turn for help and support. Even the feedback to the CEO's office that I found on the website returns nothing, the 48 hours that they promise to help has gone! I see that someone called Lee from Vodafone helps on these forums and I have seen the sticky thread about alerting him to a post but I have noticed that the link for the contact form takes you straight to the Vodafone homepage - can anyone help with that or alert Lee to my issue please. Anyone.... I am currently going back and forth with a few letters which I have copied and pasted below which explains the issues. The letters are not a full representation of all the calls and chats I have had with them as there is no amount of time in the world that I could detail every issue but I believe most of this is recorded on my account. LETTER TO VODAFONE JULY 2015 Since the start of my contract I have had numerous issues with coverage on my phone, particularly in relation to 2G, 3G and 4G. I have complained about this previously and have written to you before but I never had a reply, in honesty I didn’t follow this up as I felt I had nowhere to turn after 3 letters were not answered and the call centres didn’t help, so I relied on my Wi-Fi signal but now I have no Wi-Fi I am looking to use my phones more but am still having the same issues. When I took out the 2 contracts I was put on a 4G plan and was told 4G would bei n the area soon but I have never once had a 4G signal unless I was travelling to an area like London. My phones struggle to hold a 3G signal for longer than a few minutes, typically if I can find a 3G signal I will have a weak phone signal but after a few minutes the phone signal shows more bars but the 3G drops to either GPRS or nothing at all. My phone also cannot receive calls, I can be sat at home showing good signal and I get a missed call text message but the phone doesn’t ring. I am sure you will see I have made numerous attempts to get Vodafone to assist me on this however whenever I call or use the online help I get pushed from department to department and I get given information which is later retracted and I am given useless tests or tweaks to my phone which make no difference and are not followed up when I report a tweak has made no difference. I have lost count the number of times I have been told an update is being done on my nearest mast in 24 hours which will solve my issues – only to be told the next time that I call that there is no record of any work. I have adjusted the settings as requested and I have changed the sim card as requested – although I was only able to do this in one of my handsets as I was only sent 1 sim despite being told 2 would be sent. I have also been told a manager will call me back to discuss my complaint in 72 hours on a fee occasions but that never happens and I have also been promised compensation which I have never received. I have also been sent into the shop for help, only to be sent away from them as they told me there’s nothing they can do. The shop staff asked me to use the landline help phone but I was kicked out of the shop after being on the phone for about 30 minutes as they were closing. I have also been “hung up” on 3 times by your staff. I am hopeful the notes on my account show the full details of what has been discussed as I don’t have the time to list everything discussed and I certainly think you wont have the time to read all of that If I did put it. I understand that signal can be tricky at times but the fact I am getting this issue at most locations tells me there is something seriously wrong and I feel these needs to be dealt with urgently, if not I feel we need to come to amutual agreement to allow me to end my contract with you. I would therefore appreciate it if you could answer the following questions for me Why am I being charged a 4G plan and why was I allowed to join a 4G plan almost 18 months ago when there Is still no 4G in my area? Why am I not able to receive a 3G signal? Why are your staff giving me conflicting information? Why has this issue gone unresolved for so long? Why have I not been compensated for this? Why has my previous complaints not been followed up? Why do you feel you can charge me for a service you are not providing? I look forward to hearing from you within 5 days at outlined in your complaints procedure REPLY FROM VODAFONE (let me remind you I wrote this letter and they wrote a reply in the post) Dear Mr White Thank youfor writing to Vodafone I apologise for the inconvenience caused to you I understand your facing network issues at your place and we apologise for this inconvenience. I checked our terms of conditions for cancellation of your contract due to failure of services as mentioned in your email clause 11 of the pay monthly airtime conditions does give you the right to end this agreement by writing to us ift here is a complete failure of the network for seven days in a row due to something we have done. I have checked the network at your location and found that the 4G network is available at postcode only. We always try to give you the services when and where you want them however due to the nature of mobile communication technology it's impossible to provide a fault free service. This technical fault which happened due to the failure of a local mast in your location is not something we have done intentionally to interrupt your services.Further more the fault has already been acknowledged and our engineers are already working on this issue to resolve it as soon as possible and ensure that the 2G services I was stored as soon as possible. We also understand that you did face inconvenience in terms of availability of our network services. Considering the same I would like to offer you to credit 50% of line rental for one month including VAT. If you wish to accept this offer please reply to this email with your confirmation and we will apply this credit on your account. I trust the above information helps please write back if you have further query Regards Jigish Vyas Vodafone customer services MY REPLY TO VODAFONES REPLY (I have also sent this to the CEOS office) Thank you for your reply of 18th July, a copy of which is enclosed I am somewhat disappointed with the reply received, and I am afraid some parts do not make sense, therefore I would like some further clarification. Paragraph 3 states “I have checked the network at your location and found the4 G network is available at postcode only” can you clarify what this means?,especially as I have outlined on numerous complaint calls that this issues is happening in more than one location. I have given at least 5 different postcodes where this is happening. Paragraph 4, In relation to the technical fault on the local mast I have been given continuous conflicting information on this, I have been advised 3 times previously that this fault will be sorted within hours or the following day. On other occasions I am told there is no fault at all, and we are referring to more than 1 mast here as this issue is happening in more than 1 location. Can you clarify and advise when this issue will be sorted. Paragraph 5, your letter continually refers to our communication being via email which It is not and that I need to reply to this email to accept your compensation offer. I am prepared to accept the 50% line rental for both handsets on my account and I would appreciate you confirming the compensation will be applied to both accounts. I am only accepting this compensation as a good will gesture for some of the faults I have experienced so far – I am not accepting this as a closure of this matter and the issue still persists. I feel that the issues I am having warrants cancelling both of the contracts and I would like this actioned, however if you are not prepared to do this I would like you to consider offering me a cheaper line rental of about £25 amonth for both handsets/numbers so I can use this money to pay another network to provide me the services you should be providing me. I have also asked a number of questions in my first letter and you have failed to answer any of these, I have enclosed a copy of these and I would appreciate a response or a reason why you are not answering these queries? Finally as I feel you are not taking appropriate action in dealing with this matter I have forwarded details of our complaint to the Ombudsman and I would appreciate a “deadlock letter” if you are not willing to either cancel my contract or reduce the line rental as outlined above. I look forward to hearing from you within 5 days at outlined in your complaints procedure in relation to the above Yours sincerely
  25. Let me begin by saying this - I have never experienced such awful customer service on this level. Or in my life. Quite upsetting really. I upgraded with Vodafone for a 2 year contract and a new handset - an iPhone 6. I then discovered a fault with the screen. Went to the Vodafone store in Trinity Leeds and was told by the manager that it was Apple's problem. I was not even offered a repair by Vodafone as 14 days had passed. Got an appointment with Apple - they agreed, faulty screen and provided me with a refurbished handset. Once I got home that day, I discovered the new handset had the same problem, but it was 10 times worse than the first handset. You could actually hear the screen click when pressing on it gently. Went back to Apple the following day - got another handeset. Surprise, surprise...handset also has clicky screen. I subsequently called Vodafone and asked them if I could get another handset or even a different model. They said go in store as we don't deal with it. This was on Sunday. So, to recap, this weekend gone, I have been provided with 2 refurbished phones with faults. Monday - went to the store. Was told we don't deal with it, call customer service. It's also an Apple phone which is provided by them, so we can't repair. Called customer service - was told that they would look into the issue as this was my third handset in just over 1 month. Promised a call back. Vodafone never called back. They didn't even call back today. So, I decided to go back in store today. Was told that as it belonged to Apple, they had to repair and that they should have provided a new handset. Aaron at Trinity Leeds store seemed to be baffled as to why Apple had provided refurbished handsets. If it had been the phone Vodafone provided they could have sent it for repairs. Told him I was not informed of this. Went to Apple - spoke to manager. They are going to take steps to retrieve original handset provided by Vodafone, but can't guarantee it will be in one piece. They also queried why Vodafone had not offered repairs. Take note Vodafone, Apple's customer service was fantastic. Always polite and lovely, and the lady dealing with my issue was clearly going out of her way. Went back to Vodafone store - asked Aaron to confirm what part of the agreement related to faulty handsets. He rudely replied 'go online'. After having questioned him some more, he became defensive and appeared to have very little understanding of the contract. In addition to this, he was also training a newbie - might not be the best person to train him. Got home for 6pm, have spent the last 2 hours on call to Vodafone. Was put through to a lady in the billing department after I requested to be transferred to someone senior. She said she did not have the authority to send out a new iPhone but the only option was to send it back for repairs, and if it was faulty the 4th time, a new handset would be issued. However, I had to go in store to do this. I said this was not good enough as I use my mobile for work therefore I required a mobile. She put me through to someone else. Rather a very rude Scottish chap who ended up shouting at me, and cutting me off. And he also did not leave a note on the system. I was able to find this out as I was out on hold for 58 mins before someone spoke to me again. I have even screen shot this for my records. Perhaps this is a new record? The final chap seemed more concerned about finishing his call as it was nearing 8pm. The line also started to echo at this time, very convenient. He offered to repair handset, which would mean that I would be without a mobile for 2 weeks. No replacement phone to use whilst repairs taking place. I stated this was ridiculous for a professional person, he simply laughed and offered no alternative. He then started to accuse me of actually damaging the phone by stating 'how do we know you've not caused it if it wasn't evident in the first 14 days'. My response is this - I take great pride in an item, particularly handsets which I have contracted for 2 years. I would not intentionally damage my phone at all, and to suggest this in his line of questioning was unprofessional if not underhand. In short, Vodafone appear to be very good at making attempts to 'pass the buck'. I asked him what other options I had - he offered none. I asked him why a new handset could not be sent out, as this would simply solve the problem. I would not have to be without a phone whilst repairs were taking place. He did not offer much insight, the call ended with him taunting me and I cutting him off. Bravo Vodafone for employing professionals such as this imbecile. Can anyone advise some next steps? I feel like Vodafone customer service and instore are extremely unhelpful, I have been passed from pillar to post, with different accounts, and just general lack of respect. They don't even seem to have a complaints department hence my reason for this post. I honestly wish I had not upgraded with Vodafone. They are quick to sign you up to a contract, but when you actually genuinely need assistance, they simply do not care. I have experienced better customer service in countries from people who do not even speak the same language. Vodafone has some serious customer service issues. I welcome your thoughts and hope this can be resolved ASAP. If I get my original iPhone back from Apple, in pieces, are they going to attempt to fix it?
×
×
  • Create New...