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Vodafone Mis-selling and Mis-information from 'Customer Service'


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I have had a business contract with an Iphone 3GS with Vodafone since February 2010, I had to get their Sure Signal device because I had no signal at home with the phone. But thats what its for.


On 13th October I had a call from a guy with Business customer service, he asked how I was getting on with the phone and the network, well, I told him I thought both were rubbish and if I could move to another network I would.


He said that a lot of people had problems with the signal strength with Iphones and as I was a good customer, I pay £50 + VAT per month he would see what options were available. Any way he offered to reduce my existing monthly payment, start an additional line/contract which would be no more, in total, than I was currently paying and send me an HTC Desire handset. I said that if he could do the same deal on the new HTC Desire HD, providing he could confirm that I could access my Apple Mobilme email from it, I would go ahead, after a short while he came back and said yes he could do the 'HD' and it would work with mobileme. All seemed good, he even said he would keep me in the loop about the availability of the Desire HD and make sure I was one of the first to get it.


I checked my online account when I got home and yes I now had two accounts, one for £40 + Vat, the other for £25 + VAT, so I rang 191 and told them I had been mis-sold this new contract and wanted to revert back to my original plan, they offered to reduce the second contract by £15 per month for the duration of the 24 month term, so that I was paying no more than I had been originally, and they said that they would apply a one off £5 credit to cover the fact that the new contract had started straight away and I didn't have a handset for it. I accepted this in good faith.


Well, a week went by and no contact from anyone at Vodafone about the new handset, so on Wednesday last I called and asked when it would be delivered, oh they said there has been a delay but you will definitely receive it tomorrow, Thursday 21st October, so, I arranged for someone to be home to sign for it, but, you guessed it NOTHING.


So I rang 191 again and waited for ages to speak to a supervisor, no luck, so I opened an online chat with Vodafone customer services to enquire when I would get my new handset, they are being dispatched tomorrow, Friday 22nd, ok, can you confirm 100% that I will get it then, no could be Monday they said, and that is 100% have to see when tomorrow comes.


So, yesterday I had a play with my friends Desire HD, he walked into Phone4U and got his, and it DOES NOT support mobileme email!!! Pain in the rear, as I've bought a 16gig memory card and screen protector for it already..


And to top it of, just looked at my onlime bill, and the £5 credit promised is not there.


So, I sit here waiting for a Supervisor to ring me back, they were all busy when I rang, no surprise.




As soon as I can I'm going back to 02.


Feel better now I've got that off my chest.



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Hi Simon welcome to the site.

I have to be honest and admit I am not familiar with the things you are having problems with.

However,as you may have noticed-we do have Vodafone webteam representitives active on the CAG and I am sure they will try and offer some help with this.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.



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Follow this:





We thought it would be nice to introduce ourselves and to assure you all that our presence on CAG
is with the very best of intentions.

Vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.



When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.


Many thanks


Web Relations Team

Vodafone UK

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue

Please contact a member of the site team if you are offered help off the forum for a a paid or no win no fee service.


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Hi Simon,


I'm sorry to hear about what's happened here but would certainly like to take a closer look at things so we can get to the bottom of them.


On the MobileMe side of things my understanding is that you may be able to access it from a web mail perspective so you can keep on top of your emails but all the other features of the service will be restricted unless you're using either your iPhone, iPad or iPod Touch.


So we can access your account and investigate this and the other concerns you've posted about further could you email us by following the information posted by Ida yesterday?


Once you've sent your email you'll receive an automated reply with a reference number. Could you update your thread with this so I can make sure it reaches us and I'll get back to you as soon as I can?


Kind regards,




Web Relations Team


Vodafone UK



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