Vodafone Driving me crazy! #8665505

[MissSmith31]

@VodafoneUK are taking the absolute mickey.

 

 

I have been promised a large refund and into my bank account on 24th of November.

 

 

I spoke with Menna, and she confirmed this would "100% be into your bank on the 24th Miss smith, you don't need to worry I promise"

 

 

I spoke with her on the 20th of Novemeber after a manager called Temms raised a refund, to confirm this would happen.

She assured me not to worry this money would be in there.

 

It has not arrived, and I have been waiting since August 2014!

I have visited my local Vodafone store and seen the notes for myself there is a form raised for this refund, but it has not arrived.

 

 

I will be submitting Vodafone with a Subject Access Request if this is not paid to me today and approaching the Financial Ombudman.

 

 

I have made numerous calls on this, and been told Menna would call me back after I complained this refund hasn't arrived,

and since neither has her call. This is unacceptable, and I pay you in good time every month!

 

 

I tried to PM Lee Vodafone customer rep, but it wouldn't go through so public forum it is. A very fed up Customer

Edited November 26, 2014 by MissSmith31

[dx100uk]

We here at CAg have a very successful VodaFone Rep operating here

.

We advise you to follow this method to alert them to your thread:

.

If you'd like any help from Lee, email your details via the Contact us form here (https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&PARTITION_ID=1&CONFIGURATION=1000&COUNTRY=us&LANGUAGE=en)

you MUST PUT the code 'WRT135 - CAG Forum' in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this

Vodafone UK

.

CAG.

[MissSmith31]

#8665505 Vodafone Uk this was the reference number I got back? Is that right? Thank you

Edited November 25, 2014 by MissSmith31

[dx100uk]

await for lee to pop in.

 

 

dx

[MissSmith31]

await for lee to pop in.

 

 

dx

 

Ok thank you

[MissSmith31]

A woman who isn't from your team has just called me back,

she was incredibly rude and refused for me to speak to a manager!

 

 

It was meant to be a manager that called me back!

 

 

Her name was Rania, her customer service is appalling and she spoke over me and generally treated me poorly.

 

 

This was also witnessed by my partner.

 

 

She is now trying to renegotiate the amount already promised and its on the notes already.

 

 

I will not be renegotiating, I already have been promised since August 2014!!

 

 

I am now going to start charging interest on the amount agreed!

 

If this continues I will be passing this across to the Financial Ombudsman as previously stated.

 

 

This is absolutely unacceptable,

 

 

if I owed Vodafone this long id be taken to court!

 

 

Oh now there's an idea.....

Edited November 25, 2014 by MissSmith31
So angry I am making typos

[MissSmith31]

@VodafoneUKHelp are ignoring all my tweets and Lee hasn't contacted me yet. Poor service from Vodafone once again it would seem.

[MissSmith31]

After a call with Stacey, who was witnesses to be extremely rude, and spoke over me, I am now going to go ahead with a court summons.

 

DO NOT Sign Any contracts with Vodafone, my bills have been paid in a timely manner and they dont treat their customers with the same Respect.

 

Lee Still has not contacted me, so don't be fooled!

 

You will have received court summons by the end of play today.

 

Cowboys hiding behind the smoke screen!

[MissSmith31]

Well, what an appalling example of "customer services" I did some research and got the directors office number and spoke with "Tom" whom stated I was at the highest level of complaints with Vodafone. He after listening to the facts I had, decided to take the mickey even more. He tried to offer me £90!! I don't think so, less that 10% of what had been agreed and promised by vodafone. He also told me that apparently as long as your phone works "somewhere in the UK" that this was acceptable, that's funny considering they actually refer to the "coverage map" when signing you up to a legally binding contract isn't it! Also apparently the Ombudsman Service won't help me either, that's amazing Tom knows this considering he pretends to "work" for Vodafone??

 

 

My next call after being told by Tom we had reached dead lock, then later Lucy changed her mind again and said we weren't in deadlock and she wasnt sure why I'd been told that. Well clearly they communicate with each other, wondering if that actually speak to anyone at all!!

 

Well I decided to ignore Toms advice, and gave the Ombudsman a ring. Well what a very different action from them! They where also most interested to hear all the facts and references I have, and they have taken the case on. So actually Tom, I shall wait to hear from them! I am absolutely furious with Vodafone and hope they have the book thrown. You do not or should not "promise to pay" and then don't especially when your large customer has paid you in a good timely manner each and every month. Tom stated it was a lot of money and that's why, so firstly why agree it, secondly correct yes it's a lot of MY money that I paid for a broken service, and actually I have it in the written notes this was agreed to be paid to me.

 

I look forward to hearing from the Ombudsman again, what A nice chap I spoke to today

[MissSmith31]

Just to report our rep Lee's input, or the lack of was this:

 

Hi Joanne,

 

Thanks for your email.

 

Having checked your account I can see that you've spoken to our Directors Office this afternoon.

 

Once your case has been reviewed further, we'll confirm our final position in writing.

 

Kind regards,

 

Lee

Social Media Comms

 

The "Customer Relations Team" are just as incompetent, Lee had no input, so the Ombudsman is now involved. This is unacceptable but clear view of how Vodafone conduct themselves!

[ArmchairPundit]

Just to report our rep Lee's input, or the lack of was this:

 

Hi Joanne,

 

Thanks for your email.

 

Having checked your account I can see that you've spoken to our Directors Office this afternoon.

 

Once your case has been reviewed further, we'll confirm our final position in writing.

 

Kind regards,

 

Lee

Social Media Comms

 

The "Customer Relations Team" are just as incompetent, Lee had no input, so the Ombudsman is now involved. This is unacceptable but clear view of how Vodafone conduct themselves!

 

What I've gathered from a lot of threads on here (that involve complaints against Vodafone) is that Lee is fairly useless and is simply there to boost Vodafone PR and make it look as if they are actively seeking to resolve people's problems.

 

The reality is; you'd probably get further/save yourself time by either directly escalating with the relevant individuals at Vodafone and/or taking the issue directly to court.

 

Keeps hacking me off when I see regular posters like Dx advertising Vodafone's services by saying that CAG has a "very successful Vodafone rep'' on the forum - this is completely misleading as it makes people feel that once they've contacted Lee that they're in good hands (and that they can consider their issues effectively escalated). A number of old threads I've read through have shown the exact opposite to be true, with people complaining a few months later that Lee has failed to either get in touch with them or assisted in resolving the issue.

Edited November 26, 2014 by ArmchairPundit

[MissSmith31]

It's ridiculous and I, 100% agree with you. It's all very to damage limitate to try and appear like you are helping people with their complaint, but not actually following through.

 

I have now raised a complaint to the ombudsman after being told, the ombudsman won't do anything. They disagreed and took on the complaint.

 

Lee has not made any attempt to help on this matter whatsoever.

[Lee Vodafone Company Rep]

Hi MissSmith31,

 

As your case was already with our Directors Office, I'm unable to help you further.

 

As stated in my email yesterday, we'll write to you confirming our final position as soon as possible.

 

ArmchairPundit - Over the last few years, we've helped several hundreds of people via CAG. However, not all of them return to their threads to confirm that their cases have been resolved.

 

Although we may not be able to resolve every case which is posted, we do aim to reach a positive outcome wherever possible.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[MissSmith31]

No actually Lee you flatly ignored my complaint, that's why I ended up having to finally contact their offices. It's no wonder why vodafone get so many complaints. Well, your company had since Aug14 to deal with this, and exceeded your 8 week period.

 

 

The Ombudsman has now taken my case on, so we shall see won't we. I will update everyone here as per the result. Perhaps Vodafone will learn from it but I doubt it very much!

[ArmchairPundit]

Hi MissSmith31,

 

As your case was already with our Directors Office, I'm unable to help you further.

 

As stated in my email yesterday, we'll write to you confirming our final position as soon as possible.

 

ArmchairPundit - Over the last few years, we've helped several hundreds of people via CAG. However, not all of them return to their threads to confirm that their cases have been resolved.

 

Although we may not be able to resolve every case which is posted, we do aim to reach a positive outcome wherever possible.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

 

The post above me clearly shows that Lee is lying. Let's all be really clear by what Lee means with his post:

 

"Over the last few years, we've helped several hundreds of people via CAG. However, not all of them return to their threads to confirm that their cases have been resolved.Although we may not be able to resolve every case which is posted, we do aim to reach a positive outcome wherever possible."

 

Translates into: "over the past decade we've cornered people into paying extortionate phone phone bills if their phone gets stolen. Sometimes these people grow so despondent at the lack of Customer service available through Vodafone, that they post on public forums looking for help as a last resort.

 

Often, we just don't bother following up with these poor customers, but on the odd occasion that we do actually resolve the issue for the customer we do so to avoid a PR nightmare."

[citizenB]

This thread has now been closed.

 

Please note that personal attacks on Company Reps and Site team is not permitted.

 

Lee is correct when he says he has helped many caggers with their issues and it is very true and equally frustrating when people don't return to update their threads.

[MissSmith31]

Ok, my thread has just been closed. Lee failed to help one iota! Now because of this being exposed they close my thread.

 

So it's clear to me the Vodafone rep and the CAG are in cahoots, numerous posts state Lee hasn't kept his promises at all. How is that successful?

 

Don't waste your time, if the complaint has gone past 8 weeks you are legally entitled to raise a complaint with the Ombudsman!

[MissSmith31]

Oh and this isn't an "attack" on anyone, it's a fact

[ArmchairPundit]

Ok, my thread has just been closed. Lee failed to help one iota! Now because of this being exposed they close my thread.

 

So it's clear to me the Vodafone rep and the CAG are in cahoots, numerous posts state Lee hasn't kept his promises at all. How is that successful?

 

Don't waste your time, if the complaint has gone past 8 weeks you are legally entitled to raise a complaint with the Ombudsman!

 

Have to agree with this. Can the CAG mods STOP advertising Lee's services by calling him a "very successful rep" - I don't dispute that he may have resolved people's issues in the past, but to advertise him as "very successful" gives off the wrong impression to newcomers to this forum. How about pointing people in the direction of Lee, whilst also reminding them of other options available to them - like going directly to the Ombudsman (if the complaint has been active for longer than 8 weeks) or taking the issue to a small claims court.

[MissSmith31]

Absolutely. I only came on here thinking it would "help" but it has not at all, numerous posts suggest Lee makes public promises and then never follows through.

 

I have made moves, and now the ombudsman service are dealing with this. There is no true help on here, and I think it Mis leads people into thinking it will help.

[Bazooka Boo]

Hijacking someone else's thread to vent your spleen doesn't help either.

 

If you have an issue with advice given, or not given on CAG then take it up with the MODS.

[MissSmith31]

Hijacking someone else's thread to vent your spleen doesn't help either.

 

If you have an issue with advice given, or not given on CAG then take it up with the MODS.

 

I am not hijacking just commenting and actually the "Mod" didn't give me the opportunity to reply by shutting the thread. I haven't attacked anyone, stated the fact Lee didn't have any input and numerous posts suggest this. I messaged the MOD and got a message saying his inbox is full and they can't send more messages until he reads the messages in there.

 

I am all for Forums helping consumers, but I do find it odd that Lee is actually employed to deal with this site. A cunning way of down playing all your media complaints isn't it. On screen promises don't help, if you don't actually do anything about it

[Bazooka Boo]

I am not hijacking just commenting and actually.............

 

I got that far and

 

Lee is employed by Voda not CAG, vent to Voda, or start a new thread in the telecomms or bear garden section and vent there,

This is exactly what hijacking someone else's thread is.

 

I appreciate you haven't got the result you were after, or the advice, and you're angry, but external employees of those corporations

that are attempting to help and assist in their customers complaints has nothing to do with CAG.

 

If he (Lee) was no good then CAG wouldn't allow him and other employees of Voda on here to give advice.

 

Lowells complaints resolution team is one very good example. Failed at every opportunity.

 

or can this thread be closed? z4thras

[ArmchairPundit]

I got that far and

 

Lee is employed by Voda not CAG, vent to Voda, or start a new thread in the telecomms or bear garden section and vent there,

This is exactly what hijacking someone else's thread is.

 

I appreciate you haven't got the result you were after, or the advice, and you're angry, but external employees of those corporations

that are attempting to help and assist in their customers complaints has nothing to do with CAG.

 

If he (Lee) was no good then CAG wouldn't allow him and other employees of Voda on here to give advice.

 

Lowells complaints resolution team is one very good example. Failed at every opportunity.

 

or can this thread be closed? z4thras

 

I think the salient point that you are missing here is that Lee's contributions to this forum are driven by the fact that he is employed by Vodafone to monitor customer problems across a number of online forums to protect their brand - http://blog.vodafone.co.uk/2014/10/30/independent-forums/ - a cursory google of "Lee Vodafone customer services social" shows you just how many forums he covers.

 

Whilst his previous track record may have been thorough it is important that posters like MissSmith31 are given the opportunity to raise aggrievances against a company rep if he/she is unhappy with the customer service. You must respect the fact that MissSmith31 is a paying customer of Vodafone, and as such it entitled to expect a response that she is happy with - there is absolutely nothing wrong with her venting her frustrations against Vodafone on this forum.

 

The moment you start closing threads and responding sarcastically, as your response above shows, you take the initiative away from consumers and place more power in the hands of Vodafone - who by all accounts, are very very poor in dealing with their customers' issues.

Edited November 29, 2014 by ArmchairPundit

[dx100uk]

posts from hi-jacking elsewhere moved to this closed thread

 

 

dx