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Vodafone problems since start of contract
neilybealy
23-11-2015
I'm after some advice please

I joined Vodafone on 17 May from EE on a 12 month SIM only deal and have had issues since then. When I joined the SIM they gave me wasn't configured correctly and my details had been setup on their backend systems incorrectly. After 2 weeks the local shop told me they would cancel the original SIM and give me a new SIM. At that point I ported my existing number from EE in

Cut a long story short, the temporary SIM they gave me somehow has been left on my account despite not appearing anywhere when I log into "my account" and also when the local Vodafone shop check their backend system. The shop manager has spent hours to his credit each month calling HQ and trying to get this sorted and each time has to get a credit for £32 applied to my account as the direct debit they take out includes line rental for my number and also this temp number

Each month I've had to visit him in the shop and he's spent time having to explain it to HQ and the cycle continues

Last month despite assurances again it had been resolved I was charged again. The only way I have of seeing is waiting for my bill to be generated and check to see if this additional SIM is included. I emailed the Chief Exec and explained and said I've had this for 5 months out of a 12 month contract and please release me from my contract

Then I received 2 calls from their Indian call centre "customer relations" who I must say have been pretty rude in how they've spoken given the nature of the complaint

I was given assurances again that this temp number had been removed and I wouldn't be charged. They refused to release me without paying £190 termination fee. I asked for compensation but was told they hadn't done anything wrong to compensate but would give me 1 months line rental

Low and behold on my latest bill the temp number is still there. did an online chat session earlier to get it removed and was told the £32 credit wasn't compensation and it was the team waiving charges that were added to my bill!

Don't really know where to go with this now

Thanks

Neil
Minardi
23-11-2015
Looks like Vodafone CS hasn't changed since I was with them in 2011. I ended up buying my way out. Different issues to you, but no one cared.
LegendaryAced
23-11-2015
Originally Posted by neilybealy:
“I'm after some advice please

I joined Vodafone on 17 May from EE on a 12 month SIM only deal and have had issues since then. When I joined the SIM they gave me wasn't configured correctly and my details had been setup on their backend systems incorrectly. After 2 weeks the local shop told me they would cancel the original SIM and give me a new SIM. At that point I ported my existing number from EE in

Cut a long story short, the temporary SIM they gave me somehow has been left on my account despite not appearing anywhere when I log into "my account" and also when the local Vodafone shop check their backend system. The shop manager has spent hours to his credit each month calling HQ and trying to get this sorted and each time has to get a credit for £32 applied to my account as the direct debit they take out includes line rental for my number and also this temp number

Each month I've had to visit him in the shop and he's spent time having to explain it to HQ and the cycle continues

Last month despite assurances again it had been resolved I was charged again. The only way I have of seeing is waiting for my bill to be generated and check to see if this additional SIM is included. I emailed the Chief Exec and explained and said I've had this for 5 months out of a 12 month contract and please release me from my contract

Then I received 2 calls from their Indian call centre "customer relations" who I must say have been pretty rude in how they've spoken given the nature of the complaint

I was given assurances again that this temp number had been removed and I wouldn't be charged. They refused to release me without paying £190 termination fee. I asked for compensation but was told they hadn't done anything wrong to compensate but would give me 1 months line rental

Low and behold on my latest bill the temp number is still there. did an online chat session earlier to get it removed and was told the £32 credit wasn't compensation and it was the team waiving charges that were added to my bill!

Don't really know where to go with this now

Thanks

Neil”

It looks like many people have problems with Vodafone's customer services lately. Including me: I had to call them four times and do 5 chats in order to get the Entertainment Pack text with the correct options.

I would suggest trying one more time, by sending a recorded letter to their address, describing all of the story with event dates. Express your frustration in official language and warn them that this will be your final attempt to resolve this issue through their customer services directly and that you will have to open a case with the ombudsman, if they continue charging you.

If they still don't take the necessary actions to fix this problem, your last shot is to open a case with the ombudsman which is free and they will investigate your case. Otherwise you can hire a solicitor, which will be quite expensive.

Vodafone House
The Connection
Newbury
Berkshire
RG14 2FN

Here is the CEO address in case you need it: Jeroen Hoencamp (jeroen.hoencamp@vodafone.com)
Mark in Essex
23-11-2015
Originally Posted by Minardi:
“Looks like Vodafone CS hasn't changed since I was with them in 2011. I ended up buying my way out. Different issues to you, but no one cared.”

I left them a few years ago as even though my phone was showing H+ (fast 3G) in the town where I lived I was getting .1meg down when I use to get at least 3meg before.

This went on for over 3 months with complaint after complaint and them saying they checked it several times and everything was ok (even though it was happening on my S3, my works S3 and also my wife's phone as well).

Decided to leave in the end for Three, but can still see problems with Vodafone (calls dropping out, no decent data coverage outside built up areas) so glad I did leave.

I won't be going back to them in the near future unless something changes.
jonmorris
23-11-2015
I was set up with my SIM only contract as a SME (Small medium enterprise) which meant I was unable to view my remaining minutes/texts/data or do just about anything on my online account - even saying I wasn't the lead account on a contract with one user.

Anyway, they sorted that in store by changing me from SME to consumer.

I hope that was a glitch as hearing these stories doesn't inspire me with confidence!
neilybealy
23-11-2015
cheers all. that's the email address I have sent complaints to and all I've got so far is calls back from Indian customer relations team which have been useless so far. that was the original mistake they set my account us as a business with the wrong date of birth. they've changed this but not managed to sort this temp sim which is allocated to my account

i will never be going back to vodafone once i've left
pgnl
23-11-2015
Since your having a moan about Vodafone. Two weeks ago, I decided to sign up for 12 month sim only contract with them. I have tried Virgin, TMobile and Three so thought I would give a 900mhz network a try after their coverage checker confirmed full 2g/3G/4g access in my area. Three is quite weak around here (I am only 14 mile from Bham) and I fancied a change.

Anyway after numerous online chats, broken online account access and several attempts to port my number over, no luck. So I have cancelled per T&C 14 days, after ensuring they had cancelled porting request.

I have to say they are a shambles, I am amazed they have any customers at all.

Patrick
N Worcs.
neilybealy
25-11-2015
I received a call from a UK customer relations person yesterday from another email i had sent. basically I was told the temp number had been removed so there's nothing else they can do. She didn't understand why I was feeling like I am!

Today I thought I would call again and ask them about wifi calling as I'm getting no signal and spoke to a really nice bloke who reviewed my account and basically said sorry for everything and agreed I can leave free of charge and gave me my pac code

happy days. just need to decide whether to join EE or 3 again
the power king
25-11-2015
Originally Posted by neilybealy:
“I received a call from a UK customer relations person yesterday from another email i had sent. basically I was told the temp number had been removed so there's nothing else they can do. She didn't understand why I was feeling like I am!

Today I thought I would call again and ask them about wifi calling as I'm getting no signal and spoke to a really nice bloke who reviewed my account and basically said sorry for everything and agreed I can leave free of charge and gave me my pac code

happy days. just need to decide whether to join EE or 3 again”

i am with them my i phone 6 has died i Lett EE i n August but i phones lived for 2 years including Apple and Samsung plus Sony x phone was the best one of the lot still going now 2009 model and 02 listed longer then that but i am voderfon for 2 years vodfone Cs is the worst of the lot
neilybealy
26-11-2015
Originally Posted by the power king:
“i am with them my i phone 6 has died i Lett EE i n August but i phones lived for 2 years including Apple and Samsung plus Sony x phone was the best one of the lot still going now 2009 model and 02 listed longer then that but i am voderfon for 2 years vodfone Cs is the worst of the lot”

try calling 0333 304 4767
Lil Munchkin
26-11-2015
I have been a Vodafone customer since the company first drew breath, I used to hear complaints, and wondered how such things could seriously happen. Its sods law that one day it catches up with you I'm sure.

I have recently made enquiries about adding another line to my contract, and in the store the guy said that the new Vodafone Red Plus was a much more economical way of setting this up, as neither of the users used much data, having options of wireless on hand most of the time.

Far from being an easier option, it should have meant that each line would have unlimited minutes, unlimited texts and 2GB of data shared as a GB each. It's been a nightmare!

I've had bills being generated twice a month, for both lines, and over 9 price plans having only had the phones on this contract 3 months. The App is generating information as three lines, when there are only two. I've exceeded nothing yet got a staggering bill of £775.18 for termination fees, despite nothing being terminated.

I've spent so much time on the phone to them and becoming increasingly concerned that every one you spoke to seemed to see different information on their screens, surely they should all see the same information.

They keep saying there are missed payments, despite me submitting bank statements showing that money has been taken out of my account.

I am on first names with the young guy in the store, that he even makes me a coffee when I go in now as I'm in so often, and has asked me if I'm single I feel like my life revolves around Vodafone at the minute. My lines have been restricted and cut off more times than they operate at the moment.

So much for it being a more economical and cheaper option for me, it's been 10x's more expensive.

Also the adverse information they are creating is bound t be having an impact on my credit score.
LegendaryAced
27-11-2015
Originally Posted by Lil Munchkin:
“I have been a Vodafone customer since the company first drew breath, I used to hear complaints, and wondered how such things could seriously happen. Its sods law that one day it catches up with you I'm sure.

I have recently made enquiries about adding another line to my contract, and in the store the guy said that the new Vodafone Red Plus was a much more economical way of setting this up, as neither of the users used much data, having options of wireless on hand most of the time.

Far from being an easier option, it should have meant that each line would have unlimited minutes, unlimited texts and 2GB of data shared as a GB each. It's been a nightmare!

I've had bills being generated twice a month, for both lines, and over 9 price plans having only had the phones on this contract 3 months. The App is generating information as three lines, when there are only two. I've exceeded nothing yet got a staggering bill of £775.18 for termination fees, despite nothing being terminated.

I've spent so much time on the phone to them and becoming increasingly concerned that every one you spoke to seemed to see different information on their screens, surely they should all see the same information.

They keep saying there are missed payments, despite me submitting bank statements showing that money has been taken out of my account.

I am on first names with the young guy in the store, that he even makes me a coffee when I go in now as I'm in so often, and has asked me if I'm single I feel like my life revolves around Vodafone at the minute. My lines have been restricted and cut off more times than they operate at the moment.

So much for it being a more economical and cheaper option for me, it's been 10x's more expensive.

Also the adverse information they are creating is bound t be having an impact on my credit score.”

Send them a formal letter with all the details, request a written reply. If they call you, tell them kindly that you have requested a written reply and you will not continue the conversation over the phone. If nothing is resolved or you are not happy take it to Ombudsman. It will take time, but everything will resolve.
Lil Munchkin
27-11-2015
Originally Posted by LegendaryAced:
“Send them a formal letter with all the details, request a written reply. If they call you, tell them kindly that you have requested a written reply and you will not continue the conversation over the phone. If nothing is resolved or you are not happy take it to Ombudsman. It will take time, but everything will resolve.”

Thank you for your reply. it is much appreciated. I have noticed that the address has been posted in this thread, and I will certainly do as you have advised.

I have tried to console myself with thoughts that it is bound to resolve itself, but as it's been going on for so long, and seeming to resolve, only for it to be even worse days later. I've just been thinking when will this end.

The situation isn't helped by them calling me to try and flog me broadband, and today texts to add a new line to my contract on their Black Friday offers. They can't even get the services I have with them right, so God knows why I would want their broadband
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