Vodafone's refusal to listen to my stolen iphone claim

[Scrumpymatt]

hello, first up im new here and i hope im posting this in the right place. :)My dispute is with Vodafone, I had my iphone stolen whilst I was on holiday at the end of May this year and obviously rang up to inform vodafone of this and get my handset blocked.

 

 

This I assumed was done. It was when I got back home a week or so later that I rang them to get the ball rolling on my insurance claim that i learnt this. The girl i spoke to apologised and did it then and refunded me for calls made. However, when I spoke to my insurance company they said it needs to be reported stolen within 24hrs uk/48hrs abroad(which I obviously did).

 

 

The situation rolled on for months with me basically begging vodafone to listen to the call that was made and to admit their mistake to my insurance company. They didnt reply to any of my emails or action any of my requests or ever call back with an update or resolution. I eventually gave up with them and reported it to Otelo(the mobile ombudsman service).

 

 

After 7 weeks, I got my reply and was stunned to learn the decision was that basically unless I could prove what I spoke to them the morning after my phone was stolen(HOW COULD I POSSIBLY DO THAT?) then it wasn't vodafone's fault that no notes were put on their system and that the girl I spoke to didnt block my phone or do anything that i asked. I even requested a new sim card during the call, not exactly the actions of a guy ringing up for absolutely no reason.In conclusion they offered £40 for not getting back in touch about the call and an apology letter.

 

 

I unsurprisingly rejected the offer sent this to the ombudsman -I have taken the decision to reject the decision on the grounds that the most crucial aspect of the whole investigation was not covered satisfactorily. That being the call placed by me on 27th to register the phone as stolen. Whilst I understand that the decisions of the investigation are based on the evidence that is available I find it incredible that It is somehow my fault that Vodafone can’t locate the call.

 

 

What kind of tele-communications company doesn’t record its calls? I would have expected on the most basic customer service level that provisions are made so that when a customer contacts a call centre to request something to be done, that it is done or even notes are put on the case to say why a customer called. Your letter goes on to state that that when I contacted on June 3rd that I didn’t mention the bar on my phone.

 

 

This is false. I was told during that call that the phone had now been blocked and blacklisted. This proved to be incorrect. The handset had been only been blocked. On Monday 6th June I contacted Vodafone again and was told that it still wasn’t blacklisted and that I needed to send in my proof of purchase for that to happen. On the 7th I rang again to request my proof of purchase(as I didn’t believe id be able to locate my own).

 

 

Vodafone did not reply to this request either. Eventually I located my own copy sent it off and contacted them on June 14th. I was then informed that Vodafone didn’t need my proof of purchase in the first place.Of course all this is moot anyway as by June 3rd it was already outside the timeframe for my insurance claim(24hours UK/48hours after the incident abroad). As far as I can see everything else after that – the 6months line rental without a handset, the calls from my orange phone etc can all be attributed to vodafone’s negligence on the 27th May.

 

 

I don't expect any kind of change of heart from vodafone, I just thought it needed to be said. My question is where can I take this further? and has anyone else experienced this? I mean im pretty sure the customer is still always right...Thankyou in advance. Matt

Edited October 28, 2011 by citizenB
reformatted for easier reading

[citizenB]

There is a Vodafone rep on CAG. Will send him and S.O.S. for you.

[citizenB]

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

 

Here you go, if you read post 2 in the link above, there are instructions for you to follow and someone from the Vodafone web team will get back to you.

[Scrumpymatt]

well, I did that. vodafone's response was simply that the ombudsman had backed them so they didnt have to help in any way. I really don't know what more I can do now to make them listen to me. Any advice on how to take this further would be appreciated. thanks.

[Lee Vodafone Company Rep]

Hi Matt,

 

Thanks for returning to your thread with an update.

 

Although I don't recall this case in order for me to be able to take a closer look at it could you update the thread with your email reference number?

 

Once you've done this I'll then be able to locate your details and as such will get back to you as soon as I can.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

[Scrumpymatt]

hello, the email reference number is #7805761. thanks again.

[Lee Vodafone Company Rep]

Hi Matt,

 

Thanks for returning to the thread with the information I needed.

 

I'll take a look at this and get back to you as soon as possible.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Scrumpymatt]

hello lee,I just wondered if you had any update on this?Thanks

[Lee Vodafone Company Rep]

Hi Matt,

 

I have tried to get in touch with you and left you a few voicemail messages.

 

If there's a different number you'd like me to call you on could you send to me via a PM?

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Scrumpymatt]

hi.I've tried but it says you need to clear your inbox before you can recieve my message. thanks

[Lee Vodafone Company Rep]

Hi Matt,

 

I didn't realise it had got so full.

 

I've just made some room so you can try again.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK