EXTREMELY unhappy with Vodafone

[StewartAlleyne]

I commenced a 12 month Vodafone contract in 2004 and was happy with the tariff, recommending it to friends.

After more than 12 months I decided to cancel the contract as I was going away for several months. I didn't have time to read the small print about cancellations and so phoned up the Vodafone Customer Service in September 2005. I spoke to an agent there who took my details and told me in no uncertain terms that she would notify the 'right department' and my contract would cease at the end of October 2005.

I was happy with this response and went away for some time. Upon my return in February I was dismayed to find Vodafone bills waiting for me for Oct, Nov, Dec, Jan, Feb!! I contacted Vodafone again to query this and they denied ever having recieved a call from me. They also told me that cancellations had to be notified to them in writing. I wrote to them saying how shocked I was that I was not told this when I phoned up and asked for reimbursement and an immediate cancellation.

I was in the process of moving house at this time so there were a lot of other things going on. I thought nothing more of it, and assumed at least that my contract would be cancelled. I had not been scrutinising by bank account enough....

I recieved a bundle of bills in Feb 2007 that had been forwarded from my old address showing that I was still being charged. I wrote to Vodafone AGAIN saying how horrified I was. I got a reply saying they had no record of my call in Sept 05 but had a record of my contact in MArch 06. They also said they had no record of my cancellation letter!!!! They said they would cancel my contract and as a 'gesture of good-will' would not collect March's charges!!!!!

I wrote back saying this was totally unacceptable. I had been told by a Vodafone representative in SEPT 2005 my contract would end at the end of October 2005. She did not mention having to write a letter or anything like that. They wrote back and offered to reimburse me for three months!!!!

I have been charged for 17 months by Vodafone for a service which I have undoubtebly not been using. Not one text, not one call, yet 17 times roughly £35/month is almost £600 I have been charged for the priviledge!!!!!!

I am awaiting a final response from Vodafone now, if they refuse again to reimburse me in full I will take the case forward with Ofcom. I have been in touch with Ofcom who told me to try and resolve it with Vodafone first.

Has anyone else tried to cancel with Vodafone and they deny receiving the notice? Has anyone been given false information by their contact centre?

This whole situation is totally shocking and unbelieveable. To think I used to recommend Vodafone to friends and clients!!!!!

My advice? Stay clear of them.

[Hughesy]

Vodafone do have an odd policy of requiring written cancelation. Odd since they are happy to extend your contract (e.g. by upgrade) verbally.
They probably just want to make it as difficult as possible to leave.
By contrast, O2 allows cancelation by phone and will send a letter or email straight away to confirm it.

[faza20]

Hi StewartAlleyne

Sorry to hear of the problems your having. As you've seen in the other thread, I work for Vodafone and will be able to help. As already posted on the other thread, for this sort of query we would need to look at your account to resolve the problem.

If you go to www.vodafone.co.uk, then contact us you'll be able to send an email. By including FIT135 in the body of the text, it will be routed to a team who monitor the public forums and will be able to help.

[StewartAlleyne]

Yes Hughesey its a strange policy, but I would have adhered to it if I was informed that on the phone originally!!

Faza - i will email now, but Vodafone have already looked at my account....

[StewartAlleyne]

I am still awaiting a reply from Vodafone....:tired:

[shoppy]

Totally disgusting. I had some issues, where my blackberry was not working for a week and a half. I spent 8 hours on the phone and spoke to my business team 40 odd times, nothing resolved. I managed to get the number for customer relations at head office. One phone call to them and they resolved all my issues and were so helpful, it restored my faith in voda. Get hold of customer relations, forget customer services, they are useless. I am a corporote customer and they were utterly useless.


I repeat customer relations are the people to speak to.

[StewartAlleyne]

Thanks - I'll get on to customer relations

[faza20]

Hi StewartAlleyne

We’d really like to help you get this sorted, although to date we’ve not received your email.

If you do send an email in to Vodafone and type the code FIT135 in the body of the email, these emails are directly routed to either myself or another colleague who monitors public forums along side me.



Once we’ve got your email with your account details on, I’m confident I can get this sorted for you.

If you’d like to send this email again, ensuring to type the above code, we’ll get straight back in touch with a resolution for you.

[StewartAlleyne]

I had sent an email but will try agian...

Fingers crossed

[StewartAlleyne]

Forgot to update this -

Vodafone eventually refunded me in full!

Due to the number of people that read my story on these pages - it was well worth it.

[futrai]

Having accepted a 'free' 3 months subscription to the 120mb Internet data package (because of lousy service) I made the traditional 30 min call to ask why I was being charged for internet data, only to be told that my Price Plan could not be used with this package. (but YOU gave it to me !!!!!)
Accepting an anytime 125 'upgrade' with a £10 discount the internet package could now be added.
2 weeks later
Another 1 hour call about still being charged for data finally gave the response that all charges would be refunded at end of month (I might have to ring again)

Apologies about this 'new' service hiccup but it is new (despite national tv adverts)
Roll on February, so I can cancel and get rid of the mind busting distorted claptrap that is played to all customers. (suggest customer services ring in and try)
Anybody recommend a good network with good and efficient customer service

[faza20]

Hi Futrai

Working for Vodafone, I'm sorry to read the problems you've had recently.

If you have any further problems, if you go the Contact Us (http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_BOS_ContactUsContent&pageID=PCU_0001&redirectedByRedirectsImplServletFlag=true) section of the Vodafone website, you'll have the option to send us an email. If you include FIT135 in the body of the text, it will be routed to a team who'll be happy to help.

[futrai]

FIT135

Still the saga continues with the biggest cowboy outfit in the world

Having thought I had sorted the Data package problem out, now I am invoiced for data used despite signing up to a £7.50 data package.

The call cedntre Ursula states the I have used the data so its not suprising to be invoiced.. but I have a data pack !!
"that will be refunded NEXT month" I am told its accounts that reponcible!
Can I speak to them
! No!!you have to talk to us CUSTOMER SERVICE" Who cant do any thing.

I was thinking of VODAFONE broadband but now all I want is OUT ASAP

I dont want to be a money lender to Vodafone who dont seem to be able organise anything when it comes to lowly customers

Apple Iphone UK is going to O2 they must know something

[Gravedigga]

Why do networks want "written notification" of a cancellation. its like our words I DONT WANT YOUR SERVICE just dont mean anything to them!

[Homer J]

To be fair to vodafone, it is in their T&C's

T&C's = the stuff almost nobody reads.

[Song2]

The billing internet use seems to be an ongoing problem. I was charged £19 for internet use which should have been inclusive.

I have been on the phone to CS 3 times about this, and each time I was assured that it was going to be sorted out before the direct debit was taken.

Low and behold - they debited me for line rental + the extra £19 this month, just like they promised they wouldn't.

Now I am told that the fee will be credited next month, but how can I trust that this will actually happen?

[Planner]

send a letter that informing them that you plan to charge them the statuary rate of interest (8%) every time they borrow money from you unlawfully, and that you will also charge them an administration fee of £25 to cover your expenses in dealing with the costs of their mistake.

it works for the banks.....

[marlin026]

send a letter that informing them that you plan to charge them the statuary rate of interest (8%) every time they borrow money from you unlawfully, and that you will also charge them an administration fee of £25 to cover your expenses in dealing with the costs of their mistake.

it works for the banks.....

Quite true, I will try that next time a company overcharges me!

[vodadrew]

The billing internet use seems to be an ongoing problem. I was charged £19 for internet use which should have been inclusive.

I have been on the phone to CS 3 times about this, and each time I was assured that it was going to be sorted out before the direct debit was taken.

Low and behold - they debited me for line rental + the extra £19 this month, just like they promised they wouldn't.

Now I am told that the fee will be credited next month, but how can I trust that this will actually happen?

Hello Song2

I am sorry that you have been affected by the data charging issue.

Customers are now being charged correctly for data usage and the majority of customers have now been automatically credited.

Unfortunately for a small minority of customers the Direct Debit has been taken before the credit has been applied. Please be assured that the remaining credits due will be appearing on September bills.

Kind regards

Andrew
Customer Services
Vodafone Limited

[Keithj]

I just found this site after Googling - I'm another who's very unhappy with Vodafone!

Some years ago, I ported in from O2 to the then contract package at £30 a month, 200 anytime minutes, 50 texts, and some amount of WAP/GPRS. That worked well for me, but I didn't want a new phone each year so I asked if I could have a discount instead. Voda agreed £18 a month instead of £30 a month, and all was well.

That continued for something like two years or maybe a bit more (I could check my bank statements to find out exactly).

Last month, my bill was over £30 when I expected £18.. When I asked why, I was told that the "free" WAP/GPRS allocation has been withdrawn, and my "discount" also. The CS person could do nothing about it, and promised that a manager would call me back. One did call, when I couldn't take the call, and promised to call again later. He never did.

Today, I spoke to a different (female) manager, who told me they SMSed and wrote to me about the change - I received neither. Then she said it was shown on my online bill from the previous month - I checked: no, it wasn't.

I said in the circumstances I want to leave Voda and may I please have my PAC code. NO, unless you pay back all the "subsidy" you've had since your "upgrade". I've not had an "upgrade" in all the time I've been with Voda - the same deal has run on. But to leave now I have to pay something like £100.

The manager woman seems to think it's quite reasonable to withdraw the discount and cancel the WAP all at once, and to refuse to allow me to cancel. I don't.

Does anyone know why Voda are doing this? Any suggestions about how to get my number freed up to port to O2? I like the one-month £15 tariff with 200 minutes, oodles of texts, and some WAP - better than what I had with Voda for £3 a month more (now £15 a month more).

[Planner]

write and Ask them for proof of records that they sent you changing your terms and conditions, give them 14 days, and state that if you havent recieved this proof by then, you will treat this as non compliance, and therefore within your right to cancel the contract.

and just to annoy them, Demand under the data protection act that they give you all information they hold on you on any computer system within 28 days.

[faza20]

Hi Keith J

Working for Vodafone, I know you can get a copy of all your accounts notes by writing to:

Vodafone Ltd,
PO Box 549,
Banbury,
Oxon.
OX17 3ZJ

There is an admin charge of £10 for this.

All customers were sent a letter, an sms, and those who receive a paper bill also had a flyer in there April/ May bill.

I'll be quite happy to look into your discount problems, and also to make sure the above was actioned on your account (as it will be noted if it was), but in order to do so I'll need you to get in touch.
If you use the Contact Us (http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_BOS_ContactUsContent&pageID=PCU_0001&redirectedByRedirectsImplServletFlag=true) section on the Vodafone website to send us an email, including FIT135 anywhere in the body of the text, it will be routed to myself.

[Keithj]

Thanks for the offer, faza20, but I've decided to give up on it. I don't need the "notes", and certainly wouldn't cough up real money to buy them!

I did try the "Contact Us" link, but it's been giving "out of order" messages all day.

The contract should expire at the end of October. For the sake of two lots of £30 I can't be bothered to get all worked up about it any more. I've written off Vodafone, will never have anything to do with them again, and am advising my friends and colleagues likewise. That was a serious and unprovoked insult to a good, long-standing, paying customer.

I called O2 who immediately offered me the same deal that I used to have with Voda (before the WAP/GPRS was removed), 400 texts instead of 50, for £15 a month rather than £30 - and then gave me a "memorable" number to sweeten it. I'm now with O2.

[Gino51]

All customers were sent a letter, an sms, and those who receive a paper bill also had a flyer in there April/ May bill.

I cannot believe that you can post such statements, but then again as you state you 'work for VF' :rolleyes:

Both my wife and I sadly have VF contracts, neither of us were advised by sms, notes on our bill or letter about any changes to our tarrif/contract, perhaps VF is depending on the word of the 'Almighty' to let its customers know?

Only five months, three weeks and two days left till my contract expires...... but who's counting? :tired:

[spawn2007]

I cannot believe that you can post such statements, but then again as you state you 'work for VF' :rolleyes:

Both my wife and I sadly have VF contracts, neither of us were advised by sms, notes on our bill or letter about any changes to our tarrif/contract, perhaps VF is depending on the word of the 'Almighty' to let its customers know?

Only five months, three weeks and two days left till my contract expires...... but who's counting? :tired:

How strange...... Vodafone told no one about it, yet posters on this forum along with various others I'm on were up in arms about it months before it happened........ Didn't know Vodafone's marketing chaps had developed psychic powers :confused:

[Keithj]

I certainly didn't hear about it, nor did my daughter. It seems they sent the SMS to a selected list rather than to all customers, didn't put it on the "online bills", and didn't write to the online billing customers either.

I don't read cellphone websites as a rule, so didn't pick up that people were excited about it. I found out when it hit my bill. I was not amused. I was even less amused when I found the attitude of Voda management to customers - the supervisor said to me "We're here to make a profit". I told her I thought Voda was there to provide a cellular phone service to their customers and thereby to make a profit.

Anyway, I called O2 yesterday morning, and was impressed by the speed and courtesy of the reply, and with the offer I received. My new SIM arrived this morning and is now in my phone. Voda is history.

[Gino51]

How strange...... Vodafone told no one about it, yet posters on this forum along with various others I'm on were up in arms about it months before it happened........ Didn't know Vodafone's marketing chaps had developed psychic powers :confused:

I, like too many others it seems, only found out by chance about the change in T&C by subscribing to forums such as this. As VF have a full time team monitoring this and other forums perhaps this is their new medium of advising customers that they are about to be screwed!

Spawn2007
Even with the attempt at sarcasm it's a good point that you have made, that unless you read the forums you have no idea what VF will do next that is unless you are psychic.

Keithj
You, me and many other disgruntled VF customer will vote with our feet when our contracts expire, if enough customers leave then perhaps VF will hurt in the profit margin then they will start to listen.

[Song2]

An update: they've finally fixed my billing. My forthcoming bill has been revised from £66 to £-8.

Thanks to whoever at Voda CS finally fixed this. I guess there's some hope for everyone else too!

[Keithj]

Good news indeed! I'm glad there is some customer service left!

Too late for me, though. I've got the new O2 SIM in my phone ;)

[jonrms]

I, like too many others it seems, only found out by chance about the change in T&C by subscribing to forums such as this. As VF have a full time team monitoring this and other forums perhaps this is their new medium of advising customers that they are about to be screwed!

Spawn2007
Even with the attempt at sarcasm it's a good point that you have made, that unless you read the forums you have no idea what VF will do next that is unless you are psychic.

Keithj
You, me and many other disgruntled VF customer will vote with our feet when our contracts expire, if enough customers leave then perhaps VF will hurt in the profit margin then they will start to listen.


I applaud you sir!
you just made me laugh.... ... advising customers they are about to be screwed.. LMAO.

anyway I didnt get one of these so called txts... or letters....
Vodaphone ... grrrrrr