vodafone refuse payment and claim to be from directors office when they are not.

[Nagasis]

I have made several formal complaints on behalf of my mother to vodafone.

I have provided and i&e form to vodafone customer services which includes a pro rata statement.

 

I offered the pro rata amount but vodafone refuse this amount and keep passing the debt to a 3rd Party so currently they are not receiving a penny.

I have told them several times I will not deal at all with their 3rd Party and they must accept the payment.

 

My complaints have all be addressed to the customer services at newbury.

 

A reply form them in late September stated they can not accept the payment and I must deal with the 3rd Party. As a consequence I wrote back demanding my complaint be dealt with properly and I required the CEO's email address.

The reply I got was from the same person who now claims they are from the directors office stating the same nonsense as before although 2 weeks previous they were a normal customer advisor.

 

I don't believe my complaint was escalated nor the staff member is from the directors office but is instead attempting to mislead me by claiming to be from the directors office when it they are not.

 

Is it common practice at vodafone to mislead customers into thinking they are having their complaint dealt with by the directors office when in fact it is a normal customer services rep who can't be bothered?

 

Does anyone know the email address of the CEO Guy Laurence?

Edited October 26, 2012 by Nagasis

[locutus]

I would say give the vodafone rep a go and follow these details in the 1st place

Hi CAG members,

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 at [email protected] quoting ‘WRT135 – CAG Forum’ in the subject line to ensure that it reaches the Web Relations Team.

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.

 

Lee (who generally deals with issues on CAG) or one of his colleagues will look into this and make sure your concerns are dealt with properly. I would also suggest that your mothers credit file could be effected by this, so keep your eyes on this.

[Nagasis]

Thanks locutus, her credit file has been affected but this is correct as she does owe the money which is reflected on her credit report.

She is no longer able to deal with her financial affairs and that is why I am dealing with it.

 

All my complaints have been in writing and the online box is not big enough to explain everything. Am I ok to simply put her account details in there so Lee can find the complaints I have made?

[Nagasis]

WRT135 – CAG Forum [#10323948]

[locutus]

From the number you have just posted, Lee will get in touch and have all her details to hand. I'm sure he will do his best to come up with an amicable solution for all concerned

[citizenB]

The OFT do not look kindly on creditors who refuse payments offered by debtors !!

[locutus]

I agree, but it's hard to deal with some companies, and getting power of attorney etc to sort the payments.

[Nagasis]

They have no problem dealing with me, they just won't accept the pro rata amount.

 

They keep refering me to whoever is the current dca and I keep refusing to deal with them so Vodafone keep getting nothing. It's like a roundabout. I've spent more on stamps than they have received.

The last letter I wrote explained clearly the situation and that in all probability they will never recover the amount claimed even if they accepted the pro rata amount.

[completeunknown]

Hey, you're wasting your time with the guy Laurence thing. I've found that Vodafone have a party line and stick to it (see my thread!) Whether you deal with it at customer services, quality assurance team level, they keep saying the same thing. In my case 'this is a true reflection of you'. I feel for you, they are the most painful company to complain to. As you say, you are just referred to an online box! I've repeatedly complained and received an exact response at all levels. I've never experienced this at any other company. I hope this gets sorted sorted for you and your mother quickly.

[Nagasis]

Ok, I've now sent the online form 5 times since creating this thread, everytime a vodaphone rep finds a problem with it and tells me to do it again. So as of yet they have not even looked at the account or problem.

 

They are horrendous.

This wrt135-cag is a waste of time. After 4 letters, aletter of authority, 5 online forms and an email they wouldn't accept, their position has now reverted to "please get the account holder to contact us". And they have sent a letter threatening a doorstep collector to secure payment.

Is it vodaphone policy to bully the elderly while they are bedbound? Maybe Vodafone regards them as an easy target.

 

I'm through messaging you shower using your waste of space online form. I have made every effort to sort this problem out but your responses have been evasive and outright lies.

 

As the last letter was supposedly from ******** himself which is a lie of course, I consider him personally responsible for what I now consider harassment of an elderly woman.

Edited November 5, 2012 by MARTIN3030
Removed named individual

[MARTIN3030]

Nagasis - have removed the named individual,since it has no relevance in getting the problems sorted.

[Lee Vodafone Company Rep]

Hi Nagasis,

 

It's disappointing to see that matters haven't moved any further forward since your initial post last week.

 

Having checked the email conversation it would appear that as of yet we've been unable to locate the account in question in order to investigate matters further.

 

As such, could I ask you to complete the Contact us form one further time and once you've selected the Pay monthly customer option could you then complete the rest of the form with required information which relates to the account holder and again quoted the code WRT135 - CAG Forum in the subject line?

 

Please be assured that as soon as we've located the account and verified you as an authorised third party contact (if there's a password on the account for you could you quote this in your email too?) we will assist you and your mother as much as possible.

 

Hey, you're wasting your time with the ********* thing. I've found that Vodafone have a party line and stick to it (see my thread!) Whether you deal with it at customer services, quality assurance team level, they keep saying the same thing. In my case 'this is a true reflection of you'. I feel for you, they are the most painful company to complain to. As you say, you are just referred to an online box! I've repeatedly complained and received an exact response at all levels. I've never experienced this at any other company. I hope this gets sorted sorted for you and your mother quickly.

 

Hi completeuknown,

 

It's just a quick update to this thread confirm that your concerns are being dealt with here.

 

Kind regards to you both.

 

Lee

 

Web Relations Team

 

Vodafone UK

Edited November 6, 2012 by Lee Vodafone Company Rep

[Nagasis]

Wrt135 [#10394781]

[Lee Vodafone Company Rep]

Thanks for coming back to me Nagasis.

 

Rest assured that I'll get back in touch with you as quickly as possible.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Nagasis]

Well I'm very disappointed to say the least to have to resurrect this thread.

 

As of today nothing at all has been achieved by starting this thread.

 

No break down of charges provided.

 

No payment plan setup

 

Payment still being refused

 

Vodafone have again passed the account on to a DCA who have today stated they will be paying my mother a visit over the christmas and new year period. It is totally unacceptable to knowingly threaten an elderly woman who is bed bound. Your actions are designed to cause fear, alarm and distress. You have absolutley no excuses as I have informed both vodafone and their dca of her condition.

 

I have previously warned vodafone in writing and provided a letter before action that the actions of vodafone and their 3rd party representative by refusing payment and then waging a campaign of threats and intimidation amounts to harassment. It appears that vodafone will only understand a claim for harassment.

 

So in the new year a claim for harassment will begin against vodafone pursuant to the Protection from Harassment Act 1997.

[Rraa]

I notice the amount of time elapsed between Lee's message of 6th NOvember and yours, Nagasis, of 21 December. Nearly six weeks and still no progress.

 

More strength to your elbow, Nagasis - wishing you a satisfactory outcome soon.

[locutus]

Harassment is a criminal matter, not a civil matter, so I don't know what action you can take in a court for this.

 

Regarding a complaint going past 8 weeks, you can then escalate it to Ombudsman Services: Communications.

I'm sure Lee will be in touch before then and try to get this resolved.

[Nagasis]

Harassment is a civil and criminal matter.

Section3 allows for a civil remedy. Ive used it several times, all successfully.

[locutus]

I was under the impression that their had to be criminal charges before you could take civil action. How do you calculate damages?

 

Anyway, it'd still be nice to hear a response from Lee in this thrad... I wonder if he's off for Christmas tho.

[Nagasis]

Hi locutus, no criminal charges required for a claim under section 3.

 

I have had a pm from lee saying he will look into it, however this happened before and nothing happened. He also refused to accept a payment and told me to contact a dca which I refused.

 

I just wanted this sorted as quite frankly I'm tired of their nonsense. It's been going on months. Countless letters, emails have been a waste of time and effort and I'm now at the point of taking drastic action to resolve it.

 

I've tried several times to setup a payment and its simply unacceptable to refuse it then use scare tactics against someone who's easily scared to obtain a higher payment.

Edited December 23, 2012 by Nagasis

[Rraa]

I'm still reading with interest ... and probably so are many others who DON't post ...

[Lee Vodafone Company Rep]

Hi Nagasis,

 

As per my PM I'll revisit this matter today and get back to you with an update.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK