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.

Dear Consumer Action Group I am at my wits end of a very painful process. Ive no where else to turn, Ive been speaking to Vodafone on numerous occasions over the last week and even emailed Stefan Langkamp, as a last resource, but still had no response. Here is a potted history. I have two handsets on pay monthly with Vodafone. One of these with Vodafone for at least 5 years or more, the second, two years. It came to the time where contracts were coming up for expiry, so i took a look around at vodafones offers and found them, not to be very competitive. So after a couple of false starts of Vodafone trying to stop me from leaving with offers, that were the same as the website. I asked to leave and served thirty days notice. So one handset was to be ceased on the 30th May and the second on the 14th June. I received PAC codes for both and was told to use them within 30 days or they would expire. They also noted, that if i ported the numbers before the end of the contracted terms above, then i would incur a penalty, even though id paid upfront for the airtime. During the next thirty days, i received numerous calls from Vodafone, again asking me to stay, but offering me nothing that reflected my loyalty to the company. In fact, the specific handset i was looking to upgrade was an Iphone. What really surprised me, was a comment from Vodafone, which was was on at least three occasions. This was: "I'm sorry, there is nothing extra, i can add to the offer as Apple fix the terms we can offer. Seem to me, like anti competitive behavior. But that a different story. So, the first handset ceased last week and was told once the PAC code had expired, i just needed to ring back for a new one. In the meantime, the second handset was ceased ahead of the contract date. So, i now had two handsets, switched off, one with a PAC code that was expiring and one that had just expired. So i called Vodafone and they said there had been no changes, then mysteriously the handset came back on. So, while i was on the the phone, i asked for new PAC codes and was told, that it wouldn't be possible until the PAC codes had expired. Which is contrary to a latter view. So, apologies, bit of a long potted history, but the point as i explained to Vodafone UK call centre was, that they don't explain the process properly, they assume you know. Yesterday, i asked for a new PAC code for the second handset, which was duly given, with no problems. But when i asked for the PAC code for the first handset, i was told it wasn't possible without going back onto one months airtime, which in turn would generate a new PAC code. So, i took this up on email to complaints and was told, i could no longer have the number at all. Three emails later, the same thing, with the addition of. As you are a valued customer can i suggest you ring our upgrade team, as we have some special offers. Finally last night, i spoke to the call centre and was kept on the line for over 30 minutes, trying to explain, why i thought information id been given was incorrect and misleading. Eventually, the agent agreed to give me 30 days airtime free as a gesture of goodwill, then kept me hanging on for another ten minutes. Before hanging up. Can you imagine the time and frustration of all the calls, emails, tweets, miss-information. Its ridiculous. I came to CAG, as Ive seen some issues be resolved, so this is my last shot. Stefan, wont respond, Ive also written to the chairman and yes i have his email address. All, because Vodafone are not competitive and do not show loyalty to long terms customers. So Vodafone, if you are reading this, its simple. Just give me the PAC code for the first handset and we can draw a line underneath the whole disappointing experience. kind regards AWD