Help with Vodafone Default issues. *SETTLED*

[michaelanscombe]

Hi i am havin a similar issue with vodafone now. I have posted on my credit report that i paid my bil in january then missed 6 payments in febuary and paid in march to then miss 2 payments in april. they messed up the direct debit as both should have been collected on 1 direct debit. this went on for 3-4 months each time i had to ring to get it sorted out and was told it was now all done and the end of the issue only for it to keep happening. i have written to the quality assurance and faxed them but no reply in 4 weeks and all vodafone tell me is they will email them again but it will take at least 2 weeks. i am at the end of my tether none of this was my fault and its now affecting me renewing my mortgage.

[silverfox1961]

Hi Michael,

It would be better if you had started your own thread but Kirsty is looking in at the moment so she may be able to help you

[michaelanscombe]

ok thanks i was trying to do that but got a bit confused. my heads spinning i have spent so many hours on the phone in the last month i just dont know what to do now they have not responded to any of my complaints or emails and this morning hung the phone up on me becasue i said i was not hanging up untill it was sorted. to this a women called carly told me if i did not hang up then she would and she did

[silverfox1961]

Have a look at this link:

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems&p=2343770&viewfull=1#post2343770

 

It will give you the help you want.

[Kirsty Vodafone Company Re]

Hi michaelanscombe

 

I'm about to renew my mortgage too (first time for me - a bit scary!) so I can understand you wanted this to be looked at.

 

So that I can investigate this for you to see what we can do, could you follow the instructions that silverfox1961 links to? (Cheers silverfox - you're too quick for me! )

 

Speak to you soon

 

Kirsty

Web Relations Team

Vodafone UK

[maroondevo52]

Hi, michaelanscombe.

 

I've started a new thread for you, please continute to post here.

 

Regards.

 

Scott.

[michaelanscombe]

Thanks but it seems the vodafone link is a waste of time to be honest i have used it in the past and i have sent it agina today but i think they sift through them and dont reply to the ones they think are going to be difficult to sort as i have had no response at all. kirsty did pm me though telling me to post the response to her and she will look into it but i really dont expect to hear anything from them (not kirsty)and i think i am going to contact ofcom the press and watchdog if i dont hear back from them today as its been going on 4 weeks and i have not moved forward at all.

[buzby]

I'd plug away here, as OFCOM do not deal with consumer complaints, the 'press' don't care about individuals, and it has to be said, neiother does 'Watchdog' unless they can make it 'funny' and have a cast of folk who should know better resolving the problem instead of turning it into 'infotainment'.

[michaelanscombe]

Thanks for the advice but Vodafone simply do not care they told me today if i dont hang up then they will hang up on me which they duly did. i have come up against a brick wall

[silverfox1961]

Don't give up. The VF team have had some success here and are (to some) quite respected. If you have an automated reply from VF, post up the reference number which ensures that the team here will pick it up

[Lee Vodafone Company Rep]

Thanks but it seems the vodafone link is a waste of time to be honest i have used it in the past and i have sent it agina today but i think they sift through them and dont reply to the ones they think are going to be difficult to sort as i have had no response at all. kirsty did pm me though telling me to post the response to her and she will look into it but i really dont expect to hear anything from them (not kirsty)and i think i am going to contact ofcom the press and watchdog if i dont hear back from them today as its been going on 4 weeks and i have not moved forward at all.

 

Hi Michael,

 

I can understand your eagerness to get this sorted out as quickly as possible and I can assure that we reply to all the emails we receive.

 

To help speed things along you should by now have received an automated reply with a reference number; could you update the thread with this so I make sure we get back to you as soon as we can?

 

In the event that you haven't received an automated reply could you PM me with the email address from which you contacted us and I'll try to track it down from that?

 

Kind regards and I look forward to hearing from you again shortly.

 

Lee

 

Web Relations Team

 

Vodafone UK

[michaelanscombe]

automated reply i should be sho lucky . i rekon in the last 4 weeks i have spent at least 24 hours on the phone. A dozen emails and letters by post and fax all to which i have had zero reply from. the 2 emails i sent using the system you recomended earlier have not had so much as a reply saying we have recived your email.

[buzby]

There's no excuse for that type of behaviour, however some callers are unreasonable and some CD staff just cannot hack it - resulting in the unsatisfactory handling of the call. The alternative is just to WRITE, as this means there is a paper trail if you want to escalate it later, AND it saves on miscommunication when they misconstrue what you actually need/want/require.

[michaelanscombe]

https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&CONFIGURATION=1000&PARTITION_ID=1

 

i used this today and approx 2 weeks ago but not so much as a thank you for contacting us .

[michaelanscombe]

I have written, emailed, faxed and called theres just no getting through to them how important this is to me and my situation. How can i pay my bill in January then feb states i have missed 6 payments on the trot the march says i paid and april says i missed 2 payments on the trot. The credit reference agency staff found this hilarious and stated that its a common problem with vodafone. I will take it to court if i have too.

[buzby]

Not advisable, as you have to prove actual loss, not incompetance.

 

There's nothing forcing you to stay with any network once your minimum term is up - and bearing in mind the hassle of contracts, try PAYG as a safewr alternative.

[locutus]

Have you checked your spam folder? As it's an automated mail system some spam filters can catch these emails. I'm sure the Vodafone Webteam will give you an alternative way of getting in touch.

[michaelanscombe]

I check the spam folder yes and as for not staying with them i am 2 months into a 18 month contract and payg is a rip off

[Lee Vodafone Company Rep]

Hi Michael,

 

I can assure you that I genuinely do understand how important this is to you and am here to help you as much as possible.

 

Should you have any doubts about this you're welcome to take a look at some of the others threads we've been able to resolve here http://www.consumeractiongroup.co.uk/forum/showthread.php?259838-Vodafone-complaints-settled-by-VF-Webteam

 

As you've not received an automated reply confirming receipt of your email could you send me a PM stating your email address and mobile number and I'll get back to you as soon as I can?

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[michaelanscombe]

i have sent you a pm lee with the details you have requsted thanks for your reply

[michaelanscombe]

credit where credit is due Lee contacted me and he is the first person from vodafone to do so in 4 weeks so hopefully i can get this sorted from here.

[Lee Vodafone Company Rep]

Thanks for your time on the phone a moment ago Michael.

 

As promised, as soon as I have an update on your case I'll be back in touch.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[michaelanscombe]

Hi just to say a big thank you to lee and this website without it i dont know where i would be. Within a few hours of this thread starting i had confirmation that the records were to be amended and they have been thanks to lee in particular.

[silverfox1961]

I am so pleased for you.

Lee and the rest of the web team have been a godsend to so many VF customers (past and present)

I hope everything goes well for you

[Lee Vodafone Company Rep]

Hi just to say a big thank you to lee and this website without it i dont know where i would be. Within a few hours of this thread starting i had confirmation that the records were to be amended and they have been thanks to lee in particular.

 

Hi Michael,

 

Thanks for coming back to the thread with this fantastic news.

 

As always it's extremely rewarding to be able to to bring such a situation to a happy conclusion.

 

All the best with your mortgage and for the future.

 

I am so pleased for you.

Lee and the rest of the web team have been a godsend to so many VF customers (past and present)

I hope everything goes well for you

 

Thanks for your continued support Fox - it's appreciated as always.

 

Take care.

 

Lee

 

Web Relations Team

 

Vodafone UK