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Vodafone - Bad Service Issue


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Hi

 

I recently got suspended by Vodafone without notice, when contacting them and being transferred from department to department, and finally disconnected because no one wants to help found out it was due to no payment.

 

All my payments with Vodafone have been via Direct Debit, however I had to cancel the DD because of incompetency from Vodafone staff, as I had taken out another contract but clearly stated the DD for the new contract would need to be taken out from a different bank account, which I was assured. Surprise Surprise they debited both bills from my original account, so after failing to reach a resolve with their service team about the mess they created I was forced to cancel my DD and pay as bills came, I paid January's bill which appeared increasingly high even though no bill was received, and I have never registered online with them, but received a sms from them about my bill being due.

My bill was higher than normal around over £100 mark, and again this month it appears to be £124, I haven't gone over my minutes but it appears they are charging me for 08 numbers which is part of my contract, so they would be deducted from my usage allowance as I have their £2.50 service to call 08 numbers. This has happened for January's bill as well, also I appeared to have been charged around £50 for my line rental, whilst it is £30 as I upgraded and was offered this deal where they have added a £20 discount for 18 months, which consistently I have been getting up until December 2010.

I logged the above complaint with their Web complaints team regarding trying to sort the bill out but failed miserably with their customer service team, when I called them as they were not being helpful and disconnected me.

They responded stating my account has been suspended due to no payment and I need to pay in order for the bar to be lifted, I wonder if Vodafone even read the emails properly as my nature of the complaint wasn't even addressed and nor was the fact they have mis-calculated the bill, they didn't even appear interested, they wanted the bill to be paid and that was the end of it.

 

I am very angry at their poor behavior and attempts to not even bother to resolve this issue, and now it probably appear on my credit file that I made payments late, with no fault of my own.

 

What should I do, please advise?

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Just to add, the response to my email complaint to Vodafone, and following is the poor response I received from their Web team.

 

---------------------------------------------------------------------------------

 

Hi .....,

I can see that your account has been suspended on 6th February 2011 due to non payment of £124.45.

If you wish to make payment you need to contact our Collections Team on 08700 725 625 any day between Monday and Saturday from 8:00 to 20:00. One of our staff members will be happy to help you.

You can send a cheque made payable to Vodafone Ltd. with your account and mobile number on the back. You need to send any cheque or postal order payment to:

Vodafone Ltd,

P.O. Box 932,

Doncaster,

DN4 5XW.

You can also need to write down your mobile number and account on the back of the cheque.

Time frame

Payments via cheque will take 2 weeks to reflect on the system.

If you do not make the payment of the outstanding balance, your account will be automatically cancelled and this could affect your credit rating.

Trust the above information is helpful.

Kind regards,

 

 

***************

Vodafone Customer Services

 

---------------------------------------------------------------------------------------------------

Edited by MARTIN3030
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Hi,

Dont think this is actually a response from VF webteam-its from CS.

What you should do is follow the details in the thread here;

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems

 

 

Hopefully one of the Webteam should be able to review this.

I have edited out the named individual from the email above,since its likely that this will be priviledged.

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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Hi

 

I recently got suspended by Vodafone without notice, when contacting them and being transferred from department to department, and finally disconnected because no one wants to help found out it was due to no payment.

 

All my payments with Vodafone have been via Direct Debit, however I had to cancel the DD because of incompetency from Vodafone staff, as I had taken out another contract but clearly stated the DD for the new contract would need to be taken out from a different bank account, which I was assured. Surprise Surprise they debited both bills from my original account, so after failing to reach a resolve with their service team about the mess they created I was forced to cancel my DD and pay as bills came, I paid January's bill which appeared increasingly high even though no bill was received, and I have never registered online with them, but received a sms from them about my bill being due.

My bill was higher than normal around over £100 mark, and again this month it appears to be £124, I haven't gone over my minutes but it appears they are charging me for 08 numbers which is part of my contract, so they would be deducted from my usage allowance as I have their £2.50 service to call 08 numbers. This has happened for January's bill as well, also I appeared to have been charged around £50 for my line rental, whilst it is £30 as I upgraded and was offered this deal where they have added a £20 discount for 18 months, which consistently I have been getting up until December 2010.

I logged the above complaint with their Web complaints team regarding trying to sort the bill out but failed miserably with their customer service team, when I called them as they were not being helpful and disconnected me.

They responded stating my account has been suspended due to no payment and I need to pay in order for the bar to be lifted, I wonder if Vodafone even read the emails properly as my nature of the complaint wasn't even addressed and nor was the fact they have mis-calculated the bill, they didn't even appear interested, they wanted the bill to be paid and that was the end of it.

 

I am very angry at their poor behavior and attempts to not even bother to resolve this issue, and now it probably appear on my credit file that I made payments late, with no fault of my own.

 

What should I do, please advise?

 

Hi Ms-Unknown,

 

I'm sorry to hear about your dissatisfaction with the recent level of service you've received but now that we're aware I'm sure we can get to the bottom of things for you.

 

As you've already emailed us you should have an email reference number. As such, could you update the thread with this so we can track your account to get this looked into further.

 

Once we've located your account we'll do our best to get back to you as quickly as we can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Hi Lee,

 

Thank you for responding.

 

This is the reference #5681957

 

I would appreciate if my services were restored as you can notice from my account I have never made late payments, nor have been a problematic customer, except for last and this months bills due to the above issues, I am happy to pay today as long as the bills are revised in accordance to what they should be.

 

Thank you

 

Regards

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  • 2 weeks later...

Hi Ms-Unknown,

 

Thanks for updating the thread with your email reference .

 

I sincerely hope that this has been resolved during the time I was on annual leave but I will check the reference to make sure that everything has been sorted out.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 3 months later...

Hi

Any further news on this case? Please keep us up to date

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Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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