Vodafone - At my wits ends. Been treated terribly. Still got problems.

14
Found 27th Apr 2017
Please help me guys.

I have been treated so poorly by Vodafone and I still can't get it fine.

I've spoken via 191 to Cairo customer services (Horrible experience of lies and deceit) and I've spoken to Vodafone UK Complaints (They're OK) many times. I've now just received a call back from my official complaint from either India or Cairo and she was like the Cairo man previously. We could barely understand one another and she was lying through her teeth.

The problem now is that my Entertainment Package is trying to bill me £10/month. Their systems show it as "Free", except each time after 30 minutes on the phone, they realise indeed there is a problem on their end. But they just keep stalling.

This is the story. Each of these events happened on seperate days and this incident has taken place over the last month.

Live chat – Agreed a retentions deal for 4 phones. After the end of the conversation, he then put one phone on a plan at over twice the price, and didn’t do anything to the other 3 phones.

Phoned Cairo CS – He told me the live chat agent had done everything correctly. And he confirmed my contract end date was in 2 months time. He could not understand what I was telling him that the price/data/contract end date was wrong. It took 1 hour of conversation and he refused to let me speak to a manager and eventually offered less than £30 compensation. He then did NOT apply the £30 compensation. Instead, he put all phones on very expensive price plans within 5 minutes of me hanging up the phone, when he did not have either the authority from myself to do so – and ALSO he had just told me nothing was wrong at all with the plans agreed.

Phoned Complaints – She immediately saw everything was on the wrong price plan, and the deal should never have been offered. She put 3 phones on the correct price plan (with account credit to adjust for the deal price) and applied the £27 compensation. However she accidentally put 1 phone on a price plan over twice the price, with more data – in error.

I phoned Complaints – told them the 1 phone number was on the wrong data & price plan and they changed the data from 20GB to 12GB, without changing the price.

I phoned Complaints – I told them the 1 phone number was STILL the wrong price plan again – and she adamantly told me I was wrong and to wait for my bill.

I phoned Complaints after I received my bill – I told them the 1 phone number was STILL on the wrong price plan – he eventually agreed but could not change the contract. Instead, he gave account credit to make up the difference.

I phoned Complaints yesterday morning – got cut off after 25 minutes waiting for an agent. I phoned back immediately and explained Spotify says it ends on 11th June this year. I was initially told, no I am wrong, it ends in March 2018. They then come back and agree there is a glitch in the system and they have fixed it. Wait 24 hours. I also logged an official complaint at this point. After hanging up, I received a text to say I am no longer eligible for Spotify at all. And I would receive a new text if my new plan had Spotify included... Guess what, no text.

I received a callback to my official complaint just now. They went through whether my handsets were to blame for not having the Entertainment package!?!?!?! - Despite the fact that 3 different Makes/Models AND I've had Spotify for the last 2 years on these devices. She was also convinced I had WiFi on and not Data hence could not see the free Spotify.

Eventually she said it can take up to another 24-48 hours, and then I will receive a call back.

I then proceeded to explain my problems further and she repeated, time and time again, "You will receive a call back after your problem has been resolved in 24 to 48 hours.....".
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14 Comments
Email the ceo of Vodafone that's what I had to do in the end, within 12 hours it was all sorted and some credit to boot. I will try and find the email again for you.
nick.jeffery@vodafone.com
Original Poster
stoneblade

nick.jeffery@vodafone.com



Thank you I'll send off an email right now.
Original Poster
stoneblade

Also use this site … Also use this site https://www.resolver.co.uk/complaints/telecoms-complaints



I'll get that tool out if I don't hear anything tomorrow.

I outright accused her of lying on the phone today and she just replied the same scripted line. It's so frustrating. She doesn't even sound convincing How can they get customer services so wrong? You couldn't make this stuff up.
I didnt even read your post, but had an absolute nightmare with Vodaphone for about 8 months when i was a new customer.

I actually spoke to one customer service person, and they had me dictate exactly what i wanted them to type into the system, thier grasp of English was that poor.

It took me a long long time to sort all my issues out, and while the service they provide is fine, if you encounter any sort of issues or problems...then good luck.

By far the worst customer service i have ever had.

Keep trying, i got through to someone with a grasp of technical nouse in the end, and it all got sorted...but it used to take 30-40 minutes off my life every month(mine was a direct debit issue)
kingtreelo

I didnt even read your post, but had an absolute nightmare with Vodaphone … I didnt even read your post, but had an absolute nightmare with Vodaphone for about 8 months when i was a new customer.I actually spoke to one customer service person, and they had me dictate exactly what i wanted them to type into the system, thier grasp of English was that poor.It took me a long long time to sort all my issues out, and while the service they provide is fine, if you encounter any sort of issues or problems...then good luck.By far the worst customer service i have ever had.Keep trying, i got through to someone with a grasp of technical nouse in the end, and it all got sorted...but it used to take 30-40 minutes off my life every month(mine was a direct debit issue)



​who was this thunder cat again leor?
Lindus it's Lion-O
If you get no joy on the phone, then write in to their complaints department. I find that complaints over the telephone doesn't always work as it is pot luck who picks up your call whereas writing in, they will have time to review your case and refer the complaint to the appropriate person.

You also have a paper trail for escalating the complaint to the ombudsman if your complaint is not resolved by vodafone.
Original Poster
They did send a reply this morning at least..

"Thank you for your email to Nick Jeffery. I would like to apologise for the experience which you have had that has caused you to contact Nick directly.
A member of our Specialist Care Team is investigating the issues raised in your email and will be in contact within the next 24 hours"

I won't hold my breath Oh - and of course my entertainment package is *still* broken even after her 48 hour promise of a fix.... But perhaps it was 48 hours from my phone call yesterday (even though she did nothing to the account), who knows? Even though I was told by the person who actioned the fix that it would be a maximum of 24 hours. They make it up as they go along.
Edited by: "Firefly1" 28th Apr 2017
Original Poster
Lol - 30 seconds after I post... I get a text from Vodafone with free Spotify.
I shall await the call from Vodafone HQ
Edited by: "Firefly1" 28th Apr 2017
Original Poster
Final Update...

Executive Office rang me back. Got another £60 account credit / apology / Apparently they are relocating 80% of their customer services back to the U.K. as they agree the service from the other call centres is very poor.

I'll probably leave in a year though due to how much hassle this has all caused.
Firefly1

Final Update...Executive Office rang me back. Got another £60 account … Final Update...Executive Office rang me back. Got another £60 account credit / apology / Apparently they are relocating 80% of their customer services back to the U.K. as they agree the service from the other call centres is very poor.I'll probably leave in a year though due to how much hassle this has all caused.


Great result
Glad you got it sorted
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