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Vodafone's awful customer service

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  • Vodafone's awful customer service

    I lost my phone on holiday and called them up to cancel it as soon as I could. Two weeks later I get my phone bill through and it is close to Ł1,000.00. It turns out someone has been making premium rate calls to Morocco.
    I called Vodafone only to speak to their overseas call centre who said they could only reverse a small amount of this which were the calls made after the bar was set. I was unhappy with this and requested they look into it further. I was promised a callback within 24 hours.

    I also emailed the CEO of Vodafone about this issue and received an email back saying they would be in contact shortly. This did not happen and the only callback I have received was from the overseas call centre at 05:10 AM on a weekday morning waking me up on a work day!

    I then called them up the next morning and spoke to someone who confirmed as I had reported the phone lost soon after it was lost all the premium rate charges would be reversed (not just a smaller amount). I did ask him to confirm his name and that ALL of the premium rate fees would be reversed and he said yes. He said he would email the Billing recalculation team who would send me a text in the next 72 hours to confirm it had been done. This was a great weight off my mind.

    72 hours later, no text or contact. I call Vodafone again who now have reverted to saying I would only get a small amount of the premium rate charges reversed. Obviously I am unhappy with this, and after two hours managed to find out that the person who promised the bill would be reversed work in the ‘Flying Start’ team who were taking overflow calls from the billing team. They have said they are going to listen to the call and contact me in 7-10 days.

    I want this issue resolved as quickly as possible as my Direct Debit is due soon and I am disputing the amount.

    Due to my experience with Vodafone this week, I have no confidence they will call me back when they say they will and the impression I get from speaking to the staff is that they just want to pass the buck and no one wants to take ownership.


    Does anyone know any good contact details for me to chase this up when I inevitably do not get contacted as promised next week?

    Thanks
    Tags: None

  • #2
    Re: Vodafone's awful customer service

    We have Lee, a company rep for Vodafone on this forum. I hope he can help you.

    Comment


    • #3
      Re: Vodafone's awful customer service

      Thanks

      Comment


      • #4
        Re: Vodafone's awful customer service

        You should be able to send [MENTION=19723]Lee Vodafone Company Rep[/MENTION] a PM clicking on this link: http://www.legalbeagles.info/forums/...=newpm&u=19723

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        • #5
          Re: Vodafone's awful customer service

          Might be worth having a look at this thread http://www.legalbeagles.info/forums/...*-WIPED-!!!-** - while you wait for Lee to get back to you - it took some time but got there in the end. You'd think they'd have improved things since then :tinysmile_aha_t:

          What is your bar set at ? and were all the calls they are insisting you pay for made before the point you reported the phone stolen ?
          #staysafestayhome

          Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

          Received a Court Claim? Read >>>>> First Steps

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          • #6
            Re: Vodafone's awful customer service

            Thanks, I'm unsure about the bar, when I reported it stolen I remember asking if any calls had been made and was advised no, also I spoke to an adviser at Vodafone who agreed that as I had reported it stolen as soon as possible all the premium rate calls to Morocco would be reversed.

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            • #7
              Re: Vodafone's awful customer service

              Clearly, move needs to be done to tackle this issue.

              I for one would contemplate leaving my phone home if I was visiting high risk destinations like Barcelona.

              I doubt that any mobile phone company would go all the way to the court in cases like this. However, your credit record could be easily ruined.

              Comment


              • #8
                Re: Vodafone's awful customer service

                Originally posted by Mr $quandaŁot View Post
                Clearly, move needs to be done to tackle this issue.

                I for one would contemplate leaving my phone home if I was visiting high risk destinations like Barcelona.
                I wouldn't! Hardly any point in having a MOBILE phone if you can't have it when you are on the move. It certainly made it a lot easier to meet with friends last time I was in Spain, even though it wasn't Barcelona. Very useful to have a map to avoid getting lost and being able to check your emails, etc. You don't need to go that far to have your phone stolen, once upon a time four of us were sitting at a table in a cafe in Central London, bags on the floor under the table, at the very end of the establishment, far from the street. No-one bent down, yet when it came to paying the bill, one handbag (a designer one) had been nicked, phone swiftly used to call Romania!

                I, on the other hand, have had my iPhone for 41/2 years and it's gone around the world, literally, all the way to OZ/NZ via Dubai/Bangkok, as well as being left on many beaches in Europe including Greece, Montenegro, Croatia and, of course, Spain, as well as more local ones. Always buried/well hidden, of course. :cell:

                Never had anything nicked when I spent two weeks in Barcelona followed by regular day trips to the city. :mmph:

                Comment


                • #9
                  Re: Vodafone's awful customer service

                  Hi gb3003,

                  Thanks for making me aware of this.

                  So I can access your account, email me with your details via the Contact us form here.

                  To access the form you'll need to enter the code WRT135.

                  As well as stating your query in the question box, please also quote "Legal Beagles".

                  Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

                  Kind regards,

                  Lee

                  Social Media Comms

                  Vodafone UK
                  I am an official company representative of Vodafone UK.

                  LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                  This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                  Comment


                  • #10
                    Re: Vodafone's awful customer service

                    Thanks Lee, heres my reference WRT135 [#11109857]

                    Comment


                    • #11
                      Re: Vodafone's awful customer service

                      Originally posted by gb3003 View Post
                      Thanks Lee, heres my reference WRT135 [#11109857]
                      bump for [MENTION=19723]Lee Vodafone Company Rep[/MENTION] (so you get it quickly )
                      Debt is like any other trap, easy enough to get into, but hard enough to get out of.

                      It doesn't matter where your journey begins, so long as you begin it...

                      recte agens confido

                      ~~~~~

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                      But please include a link to your thread so I know who you are.

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                      • #12
                        Re: Vodafone's awful customer service

                        Hi gb3003,

                        I've got your last email and I'll come back to you as soon as I can.

                        Kind regards,

                        Lee

                        Social Media Comms

                        Vodafone UK
                        I am an official company representative of Vodafone UK.

                        LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                        This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                        Comment

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