Vodafone awful customer service ruining life and admitting they dont care, can do something but wont!!

[Ruskie1]

Hi Lee,

 

Anything back yet?

 

 

Hi Ruskie1,

 

Thanks for your time on the phone last week.

 

It's just a quick update to confirm that I've received your email from Friday and will get back to you again as soon as possible.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

[2Grumpy]

I think that the time has come to send a SAR to both your bank and Vodaphone

 

When you change banks, they are supposed to get all of your direct debit informtion from your old bamk, contact all of them giving your new bank details and create the direct debits in the banks system

 

You need to find out exactly what went wrong with this process for the Vodaphone DD.

• Did the bank give the correct account info to vodaphone?
  
• Did the bank set up the DD correctly?
  
• Did vodaphone ask for the money?
  

You need this in writing

 

From Vodaphone you need to find out what letters they sent you and what contact they had with you & your bank

• Did they get the new account number from the bank?
  
• Did they write to you EACH MONTH that you did not pay your bill?
  
• Did they send the new SIM?
  

If they only wrote once for the first failure & once for the default, that is awful.

 

The amount that they are asking for to reconnect you is outrageous - They were not providing the service anyway because they failed to send a replacement SIM & you were using PAYG which they were benefitting from.

 

IMHO they should be subtracting the amount that you paid on PAYG from anything they are claiming.

 

I think that Vodaphone should look at their post provider because of the lost mail and speed of delivery.

[Ruskie1]

Hi All, You are not going to believe what Vodafone have come back with my husband jumped through hoops to see if we could resolve this in an amicable way (because he is trying to get a mortgage) and vodafone have slammed it back in his face. The info they requested they havent reviewed properly and some of it just blatently ignored.

See below what Lee has put and in blue my husbands responses, but in a nutshell they have everything they asked for and are doing nothing. In fact situation is worse as before it was pay £100 approx and default will show as settled, now it is pay £700 plus and we may show it as settled. Lets not forget we couldnt use the service- Vodafone completely ignoring this fact and the best bit from the vodafone web team CAN WE STOP POSTING EVERYTHING ON THE FORUM!!!! apparently dont want to be seen as bullyboys- well only posting facts so everyone can make their own judgement on that.

 

This is letter from Lee:

Further to our conversation of 2nd March and your email of 4th March.

Following a further review of your case I confirm that our position remains unchanged.

As you'll recall we offered to review matters further upon receipt of a copy of your credit file supporting statements made on the Consumer Action Group Forum that other than the default registered by us your file was otherwise perfect.

Upon review of the file you attached it's been noticed that over the last thirty-six months there have thirty-four late payment status codes recorded across four lenders and one telecoms provider. As such, we feel that this doesn't support the statements which have been made about your credit file and would likely be viewed negatively by prospective lenders.

· My husband does not have any adverse credit markers other then the default from Vodafone – if someone with half a brain was to look over his credit file from Experian which he provided to Vodafone will see that in the last 36 months he has had 12 Late (A COUPLE OF DAYS LATE ) payments in total across all accounts in 3 YEARS ! how someone at Vodafone managed to get 34 in 36 months I have no idea and nothing at all recent

Whilst we appreciate that you've encountered difficulties with Santander in regard to your current account closure we feel that this doesn't provide an explanation as to why your airtime account remained unpaid between August and October last year.

THAT is exactly the reason it wasn’t paid – as explained to vodafone in detail because the direct debit was not transferred AS REQUESTED we had no knowledge that it was not being paid, and no contact and no SIM card from Vodafone we had no way of knowing that something was wrong. Santander have admitted this in writing which Vodafone have a copy of.

· For clarification, we have always held address details for your airtime account of ************* since the account was incepted in January last year and so we're unsure as to where the notion of us not having these details has transpired from. This transpires from Vodafone web team telling usthat VODAFONE did not have any accounts at MY ADDRESS. – I have reported this to you before it hasn’t changed.

Whilst I appreciate that this isn't the outcome you were hoping for we are obliged to accurately record the payment history of our pay monthly customers with the credit reference agencies.

The fact remains that the only thing now affecting my credit is this default from Vodafone – as per the letter you have seen from Santander they are rectifying THEIR mistakes and removing charges and late or missed payment records from my account I have spoken with them (Friday last week) and this has been resolved and will be reflected in my next months credit report.

You keep stating that you have a duty to report the facts yet you keep getting them wrong – I will pursue this with the ombudsman, I will continue to highlight the case on the consumer forum as people have a right to know how Vodafone “care “ for their customers .

Should you wish to pursue this matter further you may contact the Information Commissioner's Office.

Additionally, I've referred your case to our Customer Relations Department in accordance with our internal complaints procedure who will write to you under separate cover to confirm our final position together with providing details of the Telecommunications Ombudsman Otelo should you wish to refer your case to them for independent review.

[Ruskie1]

Hi Silverfox have posted where we are now please review any advice welcome

[silverfox1961]

Just read the thread again to get my thoughts clear.

 

I think it's time to contact the ICO and Otelo. As VF have given you their final response, that is your route.

 

As I see it, Santander are mainly at fault for not setting up the DD

VF are partially at fault for not chasing in good time. No contact address-PAH!

You are also slightly at fault as it is your responsibility to ensure that DD's are being paid.

 

Just because you have a few late markers against your file doesn't truly reflect your credit worthiness as you say they were paid (although a few days late)

 

I wonder why VF didn't send a new SIM. Can they say whether one was sent or not? If yes, what was the SIM number?

 

I am going to PM you with an email address for someone higher up in VF

 

Still go through the official bodies but copy in the person I am going to give you the name of

[Ruskie1]

Thanks so much for this, nope never confirmed sent sim and in date list sent posted earlier on it shows they switched off service when sim was lost, we continued to pay for over a month, service never switched back on sim never sent. This point they are ignoring I hate to think it but the first customer service person did say he was going to make sure nobody rectified this personally and it seems to be true as when we pointed out mistake to santander they were apologetic, rectified it and sent a letter for vodafone. I thought with this vodafone would have said fair enough lets get this up to date, sim out and default off but now seems everything they requested was just to go through motions as made no difference. I dont know but to me seems very easy for them to resolve and something any good customer services person would have but for some reason they just refuse will do what you suggest and keep you posted.

[Lee Vodafone Company Rep]

Hi All, You are not going to believe what Vodafone have come back with my husband jumped through hoops to see if we could resolve this in an amicable way (because he is trying to get a mortgage) and vodafone have slammed it back in his face. The info they requested they havent reviewed properly and some of it just blatently ignored.

See below what Lee has put and in blue my husbands responses, but in a nutshell they have everything they asked for and are doing nothing. In fact situation is worse as before it was pay £100 approx and default will show as settled, now it is pay £700 plus and we may show it as settled. Lets not forget we couldnt use the service- Vodafone completely ignoring this fact and the best bit from the vodafone web team CAN WE STOP POSTING EVERYTHING ON THE FORUM!!!! apparently dont want to be seen as bullyboys- well only posting facts so everyone can make their own judgement on that.

 

 

Hi Ruskie1,

 

I appreciate that you and your husband remain unhappy with the outcome here, however, I would like to take the opportunity to clarify that I've made no request for updates on this matter to be ceased being disclosed in the thread. Could you advise who made this request?

 

In regard to the SIM I can confirm that we've addressed this point in previous correspondence sent.

 

Whilst I can assure you that this matter has been thoroughly reviewed I accept that you'll now look to take matters further and of course we'll co-operation with whoever contacts us next on your behalf.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

[Ruskie1]

Lee you already are aware of everything you have just commented on

 

I am actually with my husband we have had no correspondance at all verbal or otherwise regarding the sim other than if we pay outstanding balance the sim would be sent out.

 

Anyhow have wasted enough time going back and forth with vodafone obviously no one is going to do anything at all and I must say actually worst "customer services" I have ever come across.

Not quite what I expected from a company with a famous ad campaign - customer services "Happy to help" , hilarious

[Lee Vodafone Company Rep]

Hi Ruskie1,

 

I can assure you that until your post on Monday stating the a member of the team and asked that you stop updating the thread with further details of your contact with us I had no knowledge of such a request having been made.

 

However, if you'd like to provide me privately with further details as to who made this request and when I'll get this addressed as part of our agreement with the CAG Site Team entails the freedom of members to update their threads with progress.

 

In acknowledgment of your husband not having received the correspondence we issued in reply to his last month I'll arrange for a copy to be sent out and will confirm when this has been done when I reply to his last email to me.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[silverfox1961]

Hi

Is there any further news on this case?

[sir_gilmour]

Hi

Welcome to The Consumer Action Group.

 

 

I am just letting you know that as you haven't had any replies to your post yet, it might be better if you post your message again in an appropriate sub-forum. You will get lots of help there.

 

Also take some time to read around the forum and get used to the layout. It is a big forum and takes a lot of getting used to.

 

 

Once you start to find your way, you will soon realise that it is fairly easy to get round and to get the help you need.

 

It can be bit confusing at first.