vodafone lied to me

[the_duff_man]

i have been with vodafone for 2 and a half years now. i was happy with there services (much better than my previous network). it was time for my upgrade, i was quoted rediculously high prices for handsets, which was still explainable as i was on a £15.99 tarrif, where i'd get 1000 free off peak mins and 250 free txts.

i requested for my pac code and was looking around at offers by other networks.

someone from the vodafone retention called me up asking why i had requiested a pac code, i explained my reasons and was given a very good deal.

i was offered a free nokia n95, 300 free anytime any network mins, half price line rental for the first 9 monthsd (so £15.00 for 9 mnths) and she clearly stated that it was a 12 month contract. after hearing that it was a 12 month contract, i actually confirmed with her and she said that i was a 12 month contract. i agreed to this offer and got the n95 today!!

they had given me another sim card witha new number and i was told to disconnect my old number, which i had no problem with.

when i called up vodafone today to ask for the address of vodafone disconnections, after i acuired the address, i ask to confirm the new price plan. here i was told that my contract was 18 months and this had also been written in the account.

i was never told of this and am very angry!! it seems that i have been lied to simply for sum1 to make a sale. i was on the lowest tariff simply because i could not afford anything expensive. and now i been placed on a tariff which i simply cannot afford

i have spoken to the customer sales team and the returnes department and both have said that thia contract was 18 months and both failed to justify y i had been told that, when i asked both went quiet.

i like the handset and i thought that u was getting a good deal since i had been with vodafone for 2.5 years, didnt really have a problem with them but the fact that i was lied to in order to get a sale is simply wrong.

i dont think i'll be staying with vodafone if this turns out to be a 18month contract, its just really expensive for me.

[Hughesy]

Phone them again and say that you will return the handset under the 14 day rule, unless they confirm (on the phone and subsequently in writing) that it is a 12 month contract.

Since you have only entered into a verbal contract with them to extend the lock in period, you are in a very strong position (should you subsequently attempt to claim money back through the small claims court). If they in fact record conversations to prove this sort of thing afterwards, you are in any case covered, as 12 months was sold to you.

Don't take any rubbish from them. Since you didn't even end up keeping your old number (if I understand you correctly), you can just walk away and sign up with someone else.

Incidentally, your deal on the N95 sounds pretty good, compared with what most seem to be getting.

[the_duff_man]

just got a call from vodafone!!!, the person that gave me the contract apologised for the problem and said that it will be a 12 month contract, and i will be getting this in writing as well!!!!!!

success

[Gino51]

Hi,
I have had a similar problem, Vodafone lied to me also.
BUT it is not a lie, I was told, I had been 'misinformed'!
To me knowingly misinformed is a LIE!

Glad u got it sorted out.

[faza20]

Hi Gino51

Sorry to read you've been misinformed, I work for Vodafone, and may be able to help.

We will need to see your account to find out how you have been misadvised, and also so we can try to find a suitable resolution for you.

If you go to www.vodafone.co.uk, then contact us you'll be able to send us an email. If you include 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.

[Gino51]

My God, :mad:
Posting on this forum gets a faster response than trying to get through to one of the many Vodafone CS departments scattered over the country. It's a shame that VF staff are not put to a better use that would be of further benefit to its clients.
I have never come across a forum that is 'policed' by a companies special team that monitors its customers moans and groans. Do Vodafone have something to hide or worry about?:p

[faza20]

My God, :mad:
Posting on this forum gets a faster response than trying to get through to one of the many Vodafone CS departments scattered over the country. It's a shame that VF staff are not put to a better use that would be of further benefit to its clients.
I have never come across a forum that is 'policed' by a companies special team that monitors its customers moans and groans. Do Vodafone have something to hide or worry about?:p

Hi Gino51

The forum is not policed by Vodafone or affiliated with it in any way. Myself and the rest of my team monitor a lot of the public forums, and when needed, we offer assistance to resolve a customers problem, or just professional advice.

We have found that the idea has been quite a large success, as a result, there are dedicated staff members for the project, along with various other Employees who are on the forums by their own choice (ie - in their free time).

The advice to resolve your issues is mearly an offer of assistance.

If you're having trouble getting in touch by phone, you can email, use or postal address, or, you could always visit your local store

[Gino51]

I know that in recent years in this country 'Big Brother' is watching everywhere, but when I use a forum it's to make contact with like minded souls who have a similar problem. Or even someone that can give you help from their own experiences. I don't expect to find Vodafone, or anyone elses paid employees watching over me.
Perhaps I'm getting too old for all this cloak & dagger lark.

[spawn2007]

What are you talking about????

Mobile phone companies on a mobile phone forum!?! :eek: WOW! Who would have thought that people who were in the industry would use a public forum relating to the industry…. What’s next, people getting annoyed at mechanics for using a car forum…. O the outrage!

If you don’t like companies assisting their customers with their problems, join Orange, as I had nothing but problems with them :lick:

[Gino51]

You are lucky you are not on Vodafone!!!!!! Perhaps you are............. No you can't be you seem too cheerful.
I am not daft enough to think that companies don't monitor forums, but I have never been on a forum when a company takes such an active part. It seems more like 'Vodafone on-line', not what I expect from a forum. Can you now see my point?

[shard]

Hi, I've been a learker for a while and have just signed up to the forum as I feel Vodafone lied to me too :(

I had an N70 and my contract (£20 200mins+txt stc) was up so I called to cancel. Vodafone said I need to write to them in order to cancel but if I wanted a PAC code to change networks, they would do it with no problems. I accepted for them to send me a PAC code.

A few days later I recieve a call from someone at Vodafone and was offered me a very tempting deal! A Nokia N95 for free if I renew my contract for another year, and the first 9 months of that would be half price. That to me ment:
Free Phone
9months * £12.50
3 months * £25

This is definately what was offered to me and I reconfirmed it with the advisor a few times.

I soon recieved the phone, and while browsing forums to see the features of the phone, i saw the first posters message. I feared that I too might have accidently been put on an 18month contract instead of 12 so I called up the person who I originally dealt with to check. She check and aknowledged that she had infact made the same mistake and changed it from 18 months to the 12 promised.

At this point I was happy...untill I recieved a letter stating the contract details. It said 18months, adn only 3 months half price line rental. I then called up customer services and complained. I was told that it had infact dropped down to a 12 month contract, but it stated only 3 months line rental rather then the 9 months told me on the phone.

Also when I swapped the sim from my old phone to the new one, I lost my recent recieved/made calls so I didn't have the number of the lady that called me so was unable to call her back.

Customer Services said that she was the only person who would be able to fix this and they would get her to call me back. They told me they could not pass her through to her directly as she was in a different building. Also it may take 3 days for her to come back to be due to the way Vodafone shifts work.

Two weeks have passed and I haven't recieved the call back. I've tried calling Vodafone Customer Services every few days and each time they have told me the same thing, to wait for her call. This is getting annoying now and I just want it fixed! Any recommendations anyone?

[JulsC]

Shard. Drop them an email on the code left by faza20 earlier on this post. It solved my (easy) question and also a few other problems when they got in touch. Great service.

To the other poster. The forum encourages staff members and networks to get involved on here and even has staff areas. I'm glad we've got helpful Vodafone employees amongst us

cheers

[shard]

I have now emailed vodafone using that FIT code above. I hope I get a response. As soon as I hear something I'll be sure to share it with all of you people.

[shard]

Hi Faz20. I wonder if you can help me.

I don't think my message has gone through on the vodafone online form. As every time I send it, I get redirected to the homepage. If I send a blank or short emssage, I get redirected to a thank you page. Do Vodafone have a customer Service email to which I could send my problem?

[shard]

I typed up a short message with a fraction of the detail and a link to my forum post, and it seems to have gone through. I rpobably wont get a response with the weekend coming but I'll keep you all updated!

[faza20]

Hi Shard

We've recieved your email. I'm looking into it the moment to will respond to you within the next hour or so

[shard]

WOW!!
I am VERY impressed! within hours of my short email goign through, I get an email back with everything sorted!

I recommend everyone with any kind of problem use the online help!

[sandrapriddle]

Well it is at least reassuring that I am not the only one who has been lied to. I have been in contact with Vodafone for a month in relation to being offered something on the phone by a very persistant operator, who definately was not going to give me a PAC. After a long conversation the operator said she would give me 300mins, 6 month half price line rental. She did state however that because the deal was above what she should really give, I would have to pay towards the new phone. I agreed as I was happy with the deal. I had no follow up to this conversation and did not query it within the 14 days as I thought all was well.Once I had mastered the new phone I decided to check how many minutes i had left( I admit I am a total amature when it comes to navigating new things) I felt that they had gone down quickly. I made a note to check the minutes on the morning of the 1st to check what I had been given.To cut a long story short, I had been deliberately conned and Vodafone say that just because she wrote something different on the screen(well theres a surprise!!!!) I AM WRONG!!!! no most definately not.Why on earth would I accept a worse deal than what I was offered elsewhere. Vodafone have been absolutely disgusting in their attitude to me. It seems I have not got a leg to stand on ,according to them. I am in contact with my CAB and have also e-mailed watchdog and will continue my fight for justice if it kills me. Up the little person!!!!!!


Sandra

[shard]

Well it is at least reassuring that I am not the only one who has been lied to. I have been in contact with Vodafone for a month in relation to being offered something on the phone by a very persistant operator, who definately was not going to give me a PAC. After a long conversation the operator said she would give me 300mins, 6 month half price line rental. She did state however that because the deal was above what she should really give, I would have to pay towards the new phone. I agreed as I was happy with the deal. I had no follow up to this conversation and did not query it within the 14 days as I thought all was well.Once I had mastered the new phone I decided to check how many minutes i had left( I admit I am a total amature when it comes to navigating new things) I felt that they had gone down quickly. I made a note to check the minutes on the morning of the 1st to check what I had been given.To cut a long story short, I had been deliberately conned and Vodafone say that just because she wrote something different on the screen(well theres a surprise!!!!) I AM WRONG!!!! no most definately not.Why on earth would I accept a worse deal than what I was offered elsewhere. Vodafone have been absolutely disgusting in their attitude to me. It seems I have not got a leg to stand on ,according to them. I am in contact with my CAB and have also e-mailed watchdog and will continue my fight for justice if it kills me. Up the little person!!!!!!


Sandra


Hey Sandra.

I was feeling the same way, believe me. I had lost complete faith in Voda. Once i used the FIT cod mentioned above, my faith was restored. They looked at my records to see that my calls were not returned/concluded and swiftly solved all ofmy problems. Before watchdog of anything, I really recommend giving it a try.

We're always happy untill something goes wrong and I was tempted to leave. The speed at which my problem was suddenly fixed by emailing really restored my faith to the level it was before the problem. I feel I will definately be a happy voda customer for the next year of my contract and hopefully many more.

I know Voda have a complaints department but I wonder if they have a praise one aswell?

[faza20]

Well it is at least reassuring that I am not the only one who has been lied to. I have been in contact with Vodafone for a month in relation to being offered something on the phone by a very persistant operator, who definately was not going to give me a PAC. After a long conversation the operator said she would give me 300mins, 6 month half price line rental. She did state however that because the deal was above what she should really give, I would have to pay towards the new phone. I agreed as I was happy with the deal. I had no follow up to this conversation and did not query it within the 14 days as I thought all was well.Once I had mastered the new phone I decided to check how many minutes i had left( I admit I am a total amature when it comes to navigating new things) I felt that they had gone down quickly. I made a note to check the minutes on the morning of the 1st to check what I had been given.To cut a long story short, I had been deliberately conned and Vodafone say that just because she wrote something different on the screen(well theres a surprise!!!!) I AM WRONG!!!! no most definately not.Why on earth would I accept a worse deal than what I was offered elsewhere. Vodafone have been absolutely disgusting in their attitude to me. It seems I have not got a leg to stand on ,according to them. I am in contact with my CAB and have also e-mailed watchdog and will continue my fight for justice if it kills me. Up the little person!!!!!!


Sandra

Hi Sandra

Sorry to read the problem you've had. You've probably seen already we are able to help customers resolve their problems.

If you would like us to help, it you go to www.vodafone.co.uk, then contact us, you'll be able to email us. If you include FIT135 anywhere in the text, it will be routed to a specialist team who monitor the public forums

[jamesb72]

I renewed my two Vodafone accounts in April, and they have made lots of 'mistakes' - I have rung 191 every time, and spoke to cancellations and they corrected the 'mistakes'.

I was offered 12month contracts with itemised billing, two free handsets and bluetooth headsets and 12month half price rental, which matched the O2 deal I had been offered.

One phone was renewed with 12months half price the other only 9 months, this was corrected when I queried it, also itemised billing was missed off, this was added free when I queried it, bluetooth headsets were missed, but sent when I queried it. bill says these are 18month contracts, when they are 12, again phoned 191 and they have emailed me to confirm the committment dates (12 months), but say the billing system always prints 18months, even when it isn't so they can't stop this ??

It seems Vodafone don't record these renewal calls, so the impression I have is that renewal teams will just say anything to get you to stick with Vodafone (which presumably gets their numbers up), then you either have to lose out, or spend ages phoning them (at least its free to call 191) to get this fixed, I expect most people don't bother.

I have found if you call 191 cancellations dept and explain what was agreed, that they are happy to correct the mistakes, and I cannot fault the many customer service people I have spoken to over the last month or so, who were all polite and helpful and understood and resolved my query, and my contracts are (fingers crossed) all correct now as I agreed when renewing, but it really shouldn't be a battle like this, and I feel most people would give up and just accept they had been tricked which is an own goal for Vodafone long term.

I have emailed with the FIT135 subject to see if this can be dealt with, as I feel Vodafone should record all renewal calls, and review them if there is a query, so the customer gets what was agreed without fuss, and the renewal team get a bollocking if they have been telling porkies !

[Unchuffed]

Can't believe how sneaky VF are..! I renewed my contract last year after confirming that VF live! would remain a free service with the renewal team. Then I received the text saying it wouldnt be free from June 1st. I use the news, sports news and scores pages (all in VF live!) almost daily and it seems they will charge me around £1 per day to do this now = almost £31 per month!! On top of a £25 monthly priceplan, this seems to exceed the increase in amount of 'data usage charges' detailed in their T&Cs (8a1). I therefore want to cancel my contract. But it seems they want a ridiculous cancellation fee to be paid if I proceed.
I have now spoken to 9 different people, 4 have promised call backs which Ive never received, 2 promised to send e-mails I never received, and they have tried every excuse under the sun to avoid cancellation.
Im going to be letting everyone know how unfair and unhelpful VF are, plus Im gonna send a complaint off to Otelo asap.
It also seems that using VF live! is not always shown on the bills (just 4 entries shown for 2007!!), so its difficult to show how the new charges would have effected previous bills. I wonder if these entries were missed off deliberately?.. hmmm..

[jamesb72]

I suggest you call 191 and speak to cancellations, if you are firm that this was agreed, they will credit for it, I have done this over the past few years on a couple of things (renewal before last they agreed 250 texts a month free, but only gave me 100, and I didn't notice for several months, when I called to complain they quibbled at first, until I asked for a transcript of my renewal conversation, as this would prove I was right, they added an automatic credit to cover this, as they claimed it was too difficult to locate the renewal call, so they would accept my word on it).

I believe that VF T&Cs say if they change their pricing and it affects you, you can cancel without penalty so this is clearly what they are doing, so if you point this out I think they will sort something out !

Vodafone are cheeky monkeys for sure, but at least you can call them on 191 free, I have friends on other networks who are messed about just as much, but they have to pay for the calls to customer service to get it sorted!

[acoolwelshbloke]

Sounds like to me that voda retension staff are telling fibs to their customers in order to keep custom!

Instead of monitoring this forum and resolving these peoples problems why ain't you guy's sacking those who are responsible for mis-selling a contract? What about all those who don't have access to forums? guess they suffer in silence!

[faza20]

Sounds like to me that voda retension staff are telling fibs to their customers in order to keep custom!

Instead of monitoring this forum and resolving these peoples problems why ain't you guy's sacking those who are responsible for mis-selling a contract? What about all those who don't have access to forums? guess they suffer in silence!

Hi Acoolwelshbloke

When a customer emails in, then and only then are we able to access their account to see what has been going. When genuine problems are found, it's then escalted to the appropriate area's manager.

Unfortunatley, Vodafone are only able to resolve problems when they are made aware of them. If a customer has no access to the forums, there are the other normal routes, eg - letter, email, 191, store etc etc.

If you have any more questions, feel free to drop us a line using the email form on the 'contact us' section on the Vodafone (http://www.vodafone.co.uk), remember to put FIT135 in the body of the text. We'll be happy to answer.

[acoolwelshbloke]

Hi Acoolwelshbloke

When a customer emails in, then and only then are we able to access their account to see what has been going. When genuine problems are found, it's then escalted to the appropriate area's manager.

Unfortunatley, Vodafone are only able to resolve problems when they are made aware of them. If a customer has no access to the forums, there are the other normal routes, eg - letter, email, 191, store etc etc.

But the whole point according to your customers is when they call in and report the problem they are called liars but in a polite manner!

It's only after several people make the same complaint on a large scale forum that their complaint is acted upon or taken seriously?

I'm not trying to put Vodafone down by my posts here because to be honest most companies are the same these days, however it is good to see Vodafone do monitor forums like this and do have staff that are willing to help it's long term customers! That's more than most companies do!!!

Vodafone are the only mobile phone company to refuse me a contract phone, I have had contracts with all the major networks over the years and always paid my bills, I currently have two contracts with three which I am very happy with. My point being is if Vodafone isn’t prepared to give me a contract phone then I ain't got any hope with a job offer! :D

[Gino51]

Good for you 'acoolwelshbloke' my feelings also. At least I am not on my own!!!!!
Why do they have paid employees to monitor forums, they should be in the customer service department where they do the best job. The only reason that Vodafones, or anyone elses come to that, clients resort to web forums is because they have no joy with their networks CS department.
So why not do the job right in the first place instead of having a damage limitation team on the net.

Vodafone team I wait your answer?

[Unchuffed]

Faza20, You wanna take a look at my complaint?
I e-mailed VF via the website with no reply.
I called again and it seems VF dont hold any further records of me accessing VF live! other than the 4(!) times this year shown on my bill. Ha!. Therefore they cant agree I would be charged for regular use of the service from 1st June. Again, in my opinion, sneaky.

[amy_rose]

Hi Gino51.

I agree that you have a point regarding customer services needing to resolve issues at first contact. Vodafone endeavours to resolve all customer issues on 1st contact, and its disappointing to learn that some of our customers think that we’ve failed to do so. The evidence from customer feedback in this thread proves that there have been instances where our customer’s haven’t had an excellent service from the word go.

We use a feedback method to address areas that need improvement within the business, in an attempt increase our customers satisfaction. There is still some way to go, however we’re working pro-actively to try and improve this.

Our Forum Team is working as an additional means of support for customers and we’re hoping that by having an active presence on the forums, we can add some value to our customer’s experience.

[shard]

Faza20, You wanna take a look at my complaint?
I e-mailed VF via the website with no reply.
I called again and it seems VF dont hold any further records of me accessing VF live! other than the 4(!) times this year shown on my bill. Ha!. Therefore they cant agree I would be charged for regular use of the service from 1st June. Again, in my opinion, sneaky.

Hi Unchuffed,

Was the reply you send on the voda site quite long? I found that my many long messages didn't go through but my short ones did. Send a breif message through the contact form with the code given adn a link to the forum post where you have given additional problems on your problems. I thought I wouldn't get a reply for days but infact I Voda sent me emails quicker then I could email them back!

I do agree though that it does seem many people have had similar problems with the retentions department and something should be done. Also fixing the contact form on the website to accept longer messages would be a bonus as well.

When the message went through though, I definately can't fault the online customer service I recieved.

[faza20]

Faza20, You wanna take a look at my complaint?
I e-mailed VF via the website with no reply.
I called again and it seems VF dont hold any further records of me accessing VF live! other than the 4(!) times this year shown on my bill. Ha!. Therefore they cant agree I would be charged for regular use of the service from 1st June. Again, in my opinion, sneaky.

Hi Unchuffed

We haven't received anything through yet. When we do we'll be more than happy to take a look for you. It does need to have the FIT135 code in the text so it can be routed to us.

[Gino51]

Hi amy rose,

Thank you for your 'honest' response, it's refreshing to hear. I have had a mobile phone for over 25 years and have at one time or another used all the UK networks and a few Spanish & Italian.

You know you are connected to a good network, it's when you never have to get in touch with the C/S dept. In the 8 months living with a Vodafone account, I can honestly say that the only C/S I have found that has given a worse service was o2 via Carphone Warehouse, and they were bad, very bad. There's not a lot in it but o2/CPW just have the edge.

I have come to my senses, that in life and in telecoms you only get what you pay for: You pay peanuts you get served by monkeys. In future I will not judge a contract by what's on offer but by the quality of service the company will offer. Judging by the forums I think I will have problems!

[acoolwelshbloke]

I have come to my senses, that in life and in telecoms you only get what you pay for: You pay peanuts you get served by monkeys.

Sadly that is not the case though! A lot of people are paying good money and still getting poor service.. Sadly most companies today are run by poorly trained out of town cs staff and most if not all over the phone sales people run on a commission based sales system which leads to lies, lies and more lies just to get that sale!

Put both of those together save the company a lot of money but give us the customer a poor product with a bad taste left in our mouths! :mad:

[Gino51]

Hi 'acoolwelshbloke'

I make you 100% right, so where does that leave us both? We are stuck paying through the nose and getting bad service or cheap deals with 'cool' handsets and call plans and still get treated like s**t.

I don't know what's the answer, I just get bloody angry!!!!!!!!!!!!!!!!!!!!!!! :mad:

[siralig]

Hi 'acoolwelshbloke'

I make you 100% right, so where does that leave us both? We are stuck paying through the nose and getting bad service or cheap deals with 'cool' handsets and call plans and still get treated like s**t.

I don't know what's the answer, I just get bloody angry!!!!!!!!!!!!!!!!!!!!!!!
Firstly I'm sure the voda staff on this forum are genuine good people.

the problem with this kind of customer service is the perception it gives.

lots of bad service (very bad in some cases) in private.
a few public examples of good service in public

The words stunt and publicity spring to mind.

[acoolwelshbloke]

My last couple of posts were not aimed at vodafone but companies in general!

[kittie_girl xxx]

i caled vodaphone bout fours ago n originally explained my picture messages didnt work was told i would recieve the settings they didnt arrive i then called bk because after a yearof trouble finally hadenough and askedfor my unlocking code so i could go to other network was told i would recieve it i ended the call here but then realised ididnt know how it was coming etc post txt so when icalled back to confirm i was told will cost me 20 pounds for the code !

[old bill]

Well have been a Vodafone customer for many years. To be honest dont really use the phone any more as I had a better deal elseware. So I asked for my Pac code a couple of weeks ago.They called me up today to ask why I was leaving. I told them that I called get a better deal elseware and the best they would offer me was a second hand Nokia 6300. I know I dont spend a lot with them any more but after 8 years of being with them I thought that was a insult.

[Mr T]

To tell you the truth Vodafone are not really interested in retaining low spending customers i.e below £25 a month as they are seen a burdan on their network, therefore there are many other deals out there by other networks which are a lot cheaper, perhaps the other networks are keen to retain all customers whether low or high spending customers, also ive noticed Vodafones retention offers are really poor best they do on sim only no hardware upgrade is 9 months half price which is very poor in comparison to all the other networks

My advice would be if you want offers during upgrade period dont join vodafone however if you want to speak to UK call centres then for that only reason join Vodafone

[Homer J]

To tell you the truth Vodafone are not really interested in retaining low spending customers i.e below £25 a month as they are seen a burdan on their network,

They seemed quite keen to keep me when I cancelled a £15 per month contract, calling me 10 times over two days and even offering a free N95. If I hadn't been half asleep due to working nights I would have taken it.

[neville5800]

I wrote to Vodafone in February to cancel my £20 a month contract as I hardly use it. On receipt of my letter they rang me to see if I would stay with them, on a £9.99pm contract for 12 months plus an upgrade. I accepted, and when my next bill arrived in March, rang up to query why it was still £20.They told me it had been arranged too late for that bill and would be reflected in the next one.
Now the April bill arrives, still £20.I rang, to be told I had a new 18 month contract for 18 months. I complained, they have a record of the calls in February, March and April but say I have a £20 contract from Feb, and say they don't record calls and the adviser would not have given me a discount for this long a period. They said I have a verbal contract with them -I said those were not the terms I agreed. How do I stop them taking the money on my direct debit -if I cancel it won't the bank still pay if they continue to call on the DD? My original contract has expired and neither they nor I have any paperwork for this new "contract". I will write and put my complaint to them, and ask for DPA records as suggested on this forum,but in the meantime no-one has rung me back as promised and unless I can stop them taking payment they don't need to do anything.

[neville5800]

I agreed a £9.99 12 month contract in February after writing in to cancel my account when the 12 month contract was ending. The Retention Dept rang me to tempt me to stay with them by offering this rate for my low useage, plus a new handset, and I accepted.
On querying why I was then billed the higher amount in March, I was told the bill would be adjusted the next month. The April bill still showed the higher amount, and on ringing to query this, I was told I had agreed a £20 contract for 18 months. This is ABSOLUTELY NOT TRUE, I did not agree this. The whole point of my cancelling originally was because I only use a small no of texts.
I was told I have agreed a verbal contract at the higher rate and longer duration, that there are no recordings of the conversation and that an agent would not have given that amount of discount for more than 1 month.
No-one has called me back, and it seems I will have to ask as suggested on this forum for transcripts under the DPA since calls are recorded. In the meantime like others I have been robbed and I am grateful they only stayed at the £20pm -this is a licence to take my money as even if I cancel my direct debit, unless they agree and cancel it as well, they can help themselves!:(

[dwlu]

Hi neville5800

I want to help resolve your account issues and would like you to contact me so I can do this.

Please contact me using the Vodafone Contact Form (https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002)and use the code FIT135 in the body of your email. This will ensure it's routed to the Vodafone Forum Team of which I'm a part.

I look forward to hearing from you soon.

dwlu
Vodafone UK

[igino65]

Hi Can Anyone Help I Got Puc From Vodafone Wich I Used Dint Work Then Thay Gave Me Another Also Dint Work Then Thay Gave Another Have A Guise Din't Work Now Phone Wont Take Any More Codes Phoned Them Again Told Thay Will Phone Back This Happend Twice Now Ive Given Up As It Was 3 Months Ago I Need To Unlock To Use Abraod Is There Any Way To Unlock Now
Pls Help

[rocket08]

I too have been me scammed by vodafone.
A few months back I phoned vodafone about an upgrade which I managed to arrange. Whilst on the phone vodafone offered me an extra sim card I could use "For emergencies". I didn't see the need for this but was assured that it was a pay as you go card and wouldn't cost me anything so I agreed.

Yesterday I checked my online account for the first time in a while to find vodafone has been charging me £12.99 a month for this extra card that I don't even use.

I phoned up to complain and was told "I can't get my money back because I was told that it was a contract SIM card at the time". I assured the person on the other end I was not told that and in fact told completely the opposite that this card would not cost me anything. Seems to me another sales person hit their target that month by lieing again to the customer.

I furious and more so since I have to now give 30 days written notice for a card I was fradulently sold.

I going to have a search to see how many other people have been scammd this was and inform the appropriate regulator. Things like thsi should be stopped.

[neville5800]

I have been contacted by by email by Customer Services following submitting my complaint on this forum.
They apologised that the Retention Team hadn't rung me back, and suggested I ring them.
I did this, Retentions transferred my call to Customer Care, who sent me to Returns, who sent me back to Customer Care. A very helpful girl there said she had had another customer on the phone who had exactly the same situation as me -Retentions had put in place something that wasn't agreed.She offered me 6 months discount, but this would still leave me 120 out of pocket on a contract I never agreed. She said this was the most she could offer, or she could escalate my complaint and I would be contacted within 48 hours.I asked her to escalate -I also requested a transcript of the original phone call, and she said she couldn't get this as it was a different department's calls.
I'm still waiting for a call -I have repeatedly explained I can't answer my mobile at work so could they ring me at home, they have tried to call me on my mobile despite this but never leave a contact number so I can get back to them. If I haven't heard this time tomorrow I will have to try ringing them again and go round the houses to get someone to take responsibility.

[neville5800]

Thanks to Samantha from the eforum team who rang me tonight, I now have a discounted contract, for 18 months, restoring the £9.99 charge I agreed originally.
She also said she had raised with her manager the issue about the Retention Team not issuing a paper contract.
However the fact that this team are putting in place contracts, and taking money, that we haven't agreed is something she may not be in a position to do anything about, or even acknowledge, but I am grateful that for me the problem is now resolved and I will be more careful about any financial deals in future!

[honestbyname]

Hi all

Wow, just look at how many people have been lied to by vodafone? Amazing. I agree it that's it nice that they bother to come on here and try and sort things, but wouldn't it be easier for everyone if they were honest?

I wish I could turn back the clock by 2 weeks and go with an 02 contract like I was going.

After ringing vodafone to see if they could match the deal that 02 was offering me and being told NO! I requested my code, so I could take my number. Predictably, the next day my phone was rining off the hook with 2 seperate members of the retention team trying to keep me!! Lee eventually spoke to me, saying he would love to keep me a customer and lets talk about what he could do for me (it turns out, he gave me a headache)!!!

02 were offering me:
- free N95 8 gig
- 600 mins
- unlimted texts
- unlimited internet
- free 02 to 02 calls or free weekend calls

for the total of £30

quite good? I thought so!!

In swoops Lee from vodafone, saying he can beat that. He has money allocated to him to try and keep his valued customers.... (they must be on a different forum). Ummmm, our package that is similar to that is....

- free N95
- 600 mins
- unlimited texts
- unlimited internet
- free vodafone to vodafone or landline calls

Now, normally this package is £40.... but let me see what I can do for you.....

I can offer you that for £24.99.

£24.99? I question, just to make sure. Yes, he said, once again telling me about his pot of money he has to keep valued customers.....

How long is the contract for? 18 months....

And it is £24.99? Yes it is!!!

OK. I agree, I can't be bothered with changes networks and this price is better.... £5.01!!!

Phone arrived 2 days later, set it up, all works well, enjoying it all!!

Then, Postman Pat brings bad news!! The paperwork!! Stating that my contract is for £40.

I call them up and Chris assures me that the paperwork is pre- discount. In fact my monthly payment is £30!!! But I made a verbal agreement with Lee for £24.99. Well, Lee committed gross misconduct I was told!! Naughty Lee.

Chris suggested that as I was still in the 14 days cooling off (there was nothing cool about the way I was feeling) period, then I could return my phone. Would I like him to arrange a collection? Well, that great customer service - seems like they might have to use that recommendation quite a lot, it just slipped off his tongue!!!

No, I didn't want to just retrun my phone and give in to vodafone and let them get away with this - they clearly lied to me to keep my custom, probably hoping that I wouldn't notice of care that they were overcharging me!!

On checking my account details, he said that Lee would not of given me this discount, as my account was not worthy or something.... so, I think I was called a liar!!!

They clearly say whatever to keep you, then put something different on their system. Clever!! Probably hope you like your phone and have already put your numbers and taken pictures and set it all up.... that you won't want to send it back!!! I logged a formal complaint, requested my account details be sent to me (this cost £10). I was told that his manager would call me back within 48hrs......

I am still waiting for my call back, even though the manager was there talking to Chris about my problem at the time - she just couldn't be bothered to talk to me and resolve my issue.

We are now on day 4, I called again, got nowhere, was told my account says £34.99, then discount of £8, then they add VAT, then they pick a number between 1 and 20, double it, subract 6, half it, add the number of inches that they are above 5 ft tall and then you have my montly payment!! I'm no Carol Voderman, but the figures they gave me just don't add up!!! I was told to return my phone,got transferred to the returns dept and promptly got a message saying there was tech difficulties and please call again!!

GRRRRRRRRRRRRRRRRRRRRRRRRRRRRR!!!

I had to make this call from my landline, as all 3 vodafone phones in my house don't have a signal this evening.... I'm sure they have it in for me!!!

Vodafone have been a complete disapointment, they have failed to call me back, they have failed to take my complaint seriously, they have failed to transfer me from one dept. to another and worse of all they have lied to me!!!

[Blake7]

I've also been lied to by the upgrade sales team (agreed on a 12 month contract including unlimited data, been put on 18 months with no data)

If they can't do a deal they should just say so and not lie in the hope that the customer doesn't check the details.

[MrBentley]

well i am glad that I am not the only one.
actually I am rather disgusted by Vodafone

I have been given much the same treatment as many others on here.

due to cashback company liquidation, was offered a goodwill gesture of a half price contract up until end of my contract which I accepted.
Find out a few months later that I am paying the same amount. Instead of amending my contract as agreed, they gave me a new 12 month contract with a load more minutes and txt's and discounted so that the amount is same as before.

Called numerous times and best that I can do it pay them back the "discount" to get out of the new contract that I "agreed" with them.
I refused stating that I will be seeking legal advice.

Surely Vodafone cannot get away with this. We must be able to put a stop to their illegal contract extensions with no proof other than their notes!

[kimomc]

Hi,

I am so relieved that I am not the only one that is in this situation!

I have been with Vodafone for years and now have a mobile package as well as the vodafone at Home too. I have even converted my family and friends over to Vodafone, as I have always found the service to be excellent, welll, until a month or so ago.

I was due to renew my 18 month contract in April - I had kept my handset (N70) for 18 mths, and in return received half price line rental: normally £17 exc VAT, so only paying about £8 a month.

As I only have 900 off-peak minutes and 50 texts I thought this was a good deal really, so when I called regarding my upgrade at the end of the 18 months I had deceided that it would only be worth my while if I could keep the half price line rental for the next 18mths and get a new handset too (6500 Classic).

I rang Vodafone in April and explained that I wanted a new phone, but also wanted to keep the half price line rental. The advisor I spoke to asked me which hanset and offered it for £40 - I agreed and she pretty much ended the call there and then, it only took about 1 minute to get what I wanted. At the last second I double checked that I would definitely still keep my half price line rental, to which she replied yes. I was happy, but surprised it was that easy!

I was quite suspicious that they had agreed so easily, so I did a balance checker a week or so later and found that my contract was back to the full £17 a month. I called and spoke to someone at vodafone and he confirmed that because I was already out of contract when I renewed, I'd have 1 month at the full price before it drops to half-price again.

I took his word for it, but when I did a balance checked again this month, I was not really surprised to find that my contract was still being charged at full price (£17). I called and spoke to someone else and they said that it is normally agreed that you can either have a new handset or half-price line rental, not both. I explained that I completely understood this, and that was why I checked at the point I upgraded as I thought it was too good to be true. He agreed to email the person who sold me the upgrade as they were the only one who could sort it out.

That was a week ago, so I rang again yesterday (05/06/08) and received very little help. The lady I spoke to tried to upgrade my contract to over £20a month, and when I asked to speak to a supervisor she said no-one was available and I should go into my local shop instead.

I rang again this morning and the gentlemen I spoke to said that no-one could possibly help me apart from the person that sold the phone to me. I questioned this and asked what would happen if they got hit by a bus tomorrow - surely they had people who could make decisions somewhere else in the company! Despite being called 'sick', I left it agreed that they would get someone to call me back. I don't expect this to happen, so I have been looking for advice on the net and found this forum.

Please help me.

Many thanks!

Kim :)

[cooldaddy08]

Hi all

Wow, just look at how many people have been lied to by vodafone? Amazing. I agree it that's it nice that they bother to come on here and try and sort things, but wouldn't it be easier for everyone if they were honest?

I wish I could turn back the clock by 2 weeks and go with an 02 contract like I was going.

After ringing vodafone to see if they could match the deal that 02 was offering me and being told NO! I requested my code, so I could take my number. Predictably, the next day my phone was rining off the hook with 2 seperate members of the retention team trying to keep me!! Lee eventually spoke to me, saying he would love to keep me a customer and lets talk about what he could do for me (it turns out, he gave me a headache)!!!

02 were offering me:
- free N95 8 gig
- 600 mins
- unlimted texts
- unlimited internet
- free 02 to 02 calls or free weekend calls

for the total of £30

quite good? I thought so!!

In swoops Lee from vodafone, saying he can beat that. He has money allocated to him to try and keep his valued customers.... (they must be on a different forum). Ummmm, our package that is similar to that is....

- free N95
- 600 mins
- unlimited texts
- unlimited internet
- free vodafone to vodafone or landline calls

Now, normally this package is £40.... but let me see what I can do for you.....

I can offer you that for £24.99.

£24.99? I question, just to make sure. Yes, he said, once again telling me about his pot of money he has to keep valued customers.....

How long is the contract for? 18 months....

And it is £24.99? Yes it is!!!

OK. I agree, I can't be bothered with changes networks and this price is better.... £5.01!!!

Phone arrived 2 days later, set it up, all works well, enjoying it all!!

Then, Postman Pat brings bad news!! The paperwork!! Stating that my contract is for £40.

I call them up and Chris assures me that the paperwork is pre- discount. In fact my monthly payment is £30!!! But I made a verbal agreement with Lee for £24.99. Well, Lee committed gross misconduct I was told!! Naughty Lee.

Chris suggested that as I was still in the 14 days cooling off (there was nothing cool about the way I was feeling) period, then I could return my phone. Would I like him to arrange a collection? Well, that great customer service - seems like they might have to use that recommendation quite a lot, it just slipped off his tongue!!!

No, I didn't want to just retrun my phone and give in to vodafone and let them get away with this - they clearly lied to me to keep my custom, probably hoping that I wouldn't notice of care that they were overcharging me!!

On checking my account details, he said that Lee would not of given me this discount, as my account was not worthy or something.... so, I think I was called a liar!!!

They clearly say whatever to keep you, then put something different on their system. Clever!! Probably hope you like your phone and have already put your numbers and taken pictures and set it all up.... that you won't want to send it back!!! I logged a formal complaint, requested my account details be sent to me (this cost £10). I was told that his manager would call me back within 48hrs......

I am still waiting for my call back, even though the manager was there talking to Chris about my problem at the time - she just couldn't be bothered to talk to me and resolve my issue.

We are now on day 4, I called again, got nowhere, was told my account says £34.99, then discount of £8, then they add VAT, then they pick a number between 1 and 20, double it, subract 6, half it, add the number of inches that they are above 5 ft tall and then you have my montly payment!! I'm no Carol Voderman, but the figures they gave me just don't add up!!! I was told to return my phone,got transferred to the returns dept and promptly got a message saying there was tech difficulties and please call again!!

GRRRRRRRRRRRRRRRRRRRRRRRRRRRRR!!!

I had to make this call from my landline, as all 3 vodafone phones in my house don't have a signal this evening.... I'm sure they have it in for me!!!

Vodafone have been a complete disapointment, they have failed to call me back, they have failed to take my complaint seriously, they have failed to transfer me from one dept. to another and worse of all they have lied to me!!!

Hi honestbyname,

I've just read your post and can certainly understand why you're unhappy with Vodafone at the moment. It's never nice when things don't pan out as you expected.

I'm sure you like us would like to get this sorted out and if you'd like Vodafone's Forum Intervention Team (https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002)to take a look at this for you just contact us using the link provided. To make sure your email comes through to us you'll just need to include the code FIT135 in the body of your email.

Look forward to hearing from you.

cooldaddy08

Vodafone UK

[voda_retailguy]

usual reply...go into your local vodafone store. lol

what are we going to do??

[Eleethal]

I'm sorry you were miss-advised but expecting an N95 (£450) phone on a 12 month contract where you are only contributing £225* is very un-reasonable. Some people need to realise handsets are becoming very expensive.

Figure worked out via:
9 Months at £15 = £135
3 Months at £30 = £90
£135 + £90 = £225

N95 8GB Black = £450 Sim Free
£225 - £450 = -£225

And people expect these sort of deals with those phones free of charge?

[ajwill]

I am glad that I am not only one.

I will contact Vodafone's Forum Intervention Team and let you guys know.

Many Thanks

Will

[bmfexp]

today around 3pm i was called by a vodafone rep to confim that my other number ( main number ) is being discontinuted on the 7th of july. The rep continuted to ask me about my other number ( business number ) he asked what i as going to do with it , i replyed by saying i was planning on canceling that at the end of it's contact Auguest 08 , if i wasent offered a good deal, he then said is there any phone i would like , i said the nokia n95 , he replyed yes we can do that for you for the same price as before ( £13.99 per month ) i said yes thats fine and he said he'll get it sent out tomorrow 27th june. After and hour or so i thought i'll phone vodafone customer services to confirm all that , they told me that he had upgraded this number ( main number ) the number i am discontinuing, that is totally different from what he said on the phone, i then has the customer service person remove any changes he had make to my numbers, but i would still like the deal he said on the phone but for the correct number ( business number ). if not them i am leaving vodafone. I have already signed a contract with O2 to take over (main number).. i am dissapointed about this as i have been a vodafone customer for 10 years

[Eleethal]

Go to 3 to be honest, I think there prices match the customers who can't afford to pay for handsets, and like a cheap lifestyle. I mean you won't even need to worry about customer services, you won't be able to understand the Indian call centres.

Disappointed with Vodafone? Vodafone is a company, you can't expect companies to do non financially viable deals no matter how long you've been with them. When I goto my local supermarket which I've been using for years, I don't expect them to give me free/stupidly cheap/non financially viable shopping. What expects mobile networks to do the same?

I'm pretty sure any network would be happy to get rid of you, kthx bai!

[bmfexp]

my point was they offered me one thing and did another, i have a contract with o2 for the SE W690i which vodafone wanted £115 , but o2 gave me it for free and a much better contract.

[Burf]

Just to let you know I have just been LIED to by VODAPHONE.

I have been with Vodadphone for many years however recently I saw a very good deal offered by Vigin Mobile, new phone, 12 month contract, £10.00 per month 100 minutes plus 100 text.

I went to cancel my contract with Vodadaphone I was offered a New phone Sony Erricson K770imins, 100 minutes across network, 50 text on the 12 month contract to match Vigins £10/month inclusive of VAT, I don't send many texts so though I would save the hassel and stick with Vodaphone.

I just had a bill for the deliver of my new phone, at the bottom it says I have 18month contract, I rang them to be told it is an 18month contract, 15months only at £10/month then it jumps to £20.00 per month. This is NOT what I agreed with Vodaphone !

To say the very least I am outraged that Vodaphone can use this sort of tactic when trying to stop folks moving to other networks, I am sure there are many people out there that do not know they are being taken advantage of by the lies from Vodaphone.

I intent to take as far as I can until I get satisfaction !!!!!!!!


Burf

[Eleethal]

With a K770i it's financially viable to have a 12 month contract, so just call 14 day returns and say you want exactly that.

The way the upgrade process works its better to not have discounts in the last 3 months of your contract, Coupled with the fact you can upgrade early. If you do have discounts within your last 3 months of your contract it will impeed on your upgrade process next time.

[Burf]

Hi,

Thats really not the point, the sales reps should not LIE about what is on offer just to keep your business. I would propably not renew with Vodaphone again after the end of my current contract anyway. I was offered a good deal else where the Vodaphobe rep LIED to me about the contract just to keep my business, how many people have been LIED to and don't know about it ! I is underhanded business practice and is NOT acceptable. The vebal offer the Vodaphone sales rep. made to me over the telephone is a leagally binding contract !

Burf

[PhobosDeimos]

Good Morning everyone.

Having read the many posts here with a very common occurence of mis-information, I thought it a good idea to post.

It's certainly not Vodafone's intention to mislead customers over any information provided either verbally or written. Calls and advisors are quality checked to make sure this kind of thing doesn't happen. There are instances however where mis-information can occur and we're keen to address this issue and help wherever we can.

With that in mind, if you're having problems with your account and would like someone to look into the issue, we'd be more than willing to do so. Contact the Vodafone Forum Intervention Team (http://https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002) by clicking on the link and filling in the form. Please make sure you include as much information as possible with the code FIT135 in the main body of the message. We'll take ownership of the issue and also contact you back directly, keeping you updated every step of the way.

I hope this goes at least someway to restoring your faith in Vodafone and the fact that you are all valued customers.


PhobosDeimos
Vodafone UK.

[Gino51]

Having read the many posts here with a very common occurence of mis-information.....
Mike
Vodafone UK.

In my exchange of correspondence with VF customer service I was told that 'I wasn't lied to', I was infact 'knowingly mis-informed'. In English this commonly known as a LIE...... :laugh: