Tweet
My husband has been a customer of Vodafone for almost a decade, however since taking out an additional line for me in October last year we have had nothing but issue after issue. I was initially left with no service for 2 months due to inability to transfer my number from EE even with the correct code. I spent hours/days trying to resolve and was insulted, hung up on and received unbelievable customer experience in store that I wanted to quit the contract. Following a letter to the Chief Executive the issue was finally resolved.
In the last 7 months I have had payments taken without permission from my bank account, and have had to fight for refunds, again spending countless hours on hold explaining my situation time and time again. I have since cancelled my DDM and pay by card to ensure safety of my money and sanity!
In June I paid my bill as usual, however the payment was taken twice in error. Following a number of calls, where I was promised a refund, guess what it never came. I eventually spoke to someone two weeks ago who confirmed that as my next bill was almost due, the refund has been applied to my mobile account instead, without permission. Leaving me in £17.14 credit. I was very unhappy however eventually conceded in allowing this to happen so i could resume normal life without the stress of this nonsense. This was on the proviso I got the outstanding balance credited to my account along with a £50 good will gesture.
This was over 2 weeks ago and I haven't received the £17.14 Vodafone have had since June nor have I had the good will gesture!
Yet again I have had to spend hours upon hours on the phone, in repatative conversations sometimes with very pleasant apologetic staff who appear competent and helpful, and often with very rude, uninterested individuals who could care less, and cannot be bothered to feign empathy.
I have yet again written to the Chief Executive to see if someone will assist. The email went a week ago and it has gone unanswered/unacknowledged. In my email I was clear I do not want the good will gesture, as my goodwill has run out. I have stuck to the terms of the contract we hold from my side but Vodafone have clearly breeched from the side on a number of occasions. Surely for a contract to be upheld both parties are required to meet the terms? On this basis I wish to cancel my contract outside of the 2 years agreed at the outset without financial penalty. I am prepared to return the handset which is in excellent condition. Surely I have a legal right in this instance? Surely if they repeatedly take money they are not entitled to it is fraud or theft, especially if it isn't returned in a timely fashion. If I decide not to pay for the distinct lack of service, I would have poor credit ratings, perhaps debt collectors. Where is the penalty for Vodafone? The last time this happened was a week before Christmas and I waited until the New Year for a refund. I am financially stable but what if I wasn't and I needed that money to buy presants or food? I know that sounds dramatic but frankly I've had enough!
Please help, I want to forget all about the drama and go to another mobile provider.
In the last 7 months I have had payments taken without permission from my bank account, and have had to fight for refunds, again spending countless hours on hold explaining my situation time and time again. I have since cancelled my DDM and pay by card to ensure safety of my money and sanity!
In June I paid my bill as usual, however the payment was taken twice in error. Following a number of calls, where I was promised a refund, guess what it never came. I eventually spoke to someone two weeks ago who confirmed that as my next bill was almost due, the refund has been applied to my mobile account instead, without permission. Leaving me in £17.14 credit. I was very unhappy however eventually conceded in allowing this to happen so i could resume normal life without the stress of this nonsense. This was on the proviso I got the outstanding balance credited to my account along with a £50 good will gesture.
This was over 2 weeks ago and I haven't received the £17.14 Vodafone have had since June nor have I had the good will gesture!
Yet again I have had to spend hours upon hours on the phone, in repatative conversations sometimes with very pleasant apologetic staff who appear competent and helpful, and often with very rude, uninterested individuals who could care less, and cannot be bothered to feign empathy.
I have yet again written to the Chief Executive to see if someone will assist. The email went a week ago and it has gone unanswered/unacknowledged. In my email I was clear I do not want the good will gesture, as my goodwill has run out. I have stuck to the terms of the contract we hold from my side but Vodafone have clearly breeched from the side on a number of occasions. Surely for a contract to be upheld both parties are required to meet the terms? On this basis I wish to cancel my contract outside of the 2 years agreed at the outset without financial penalty. I am prepared to return the handset which is in excellent condition. Surely I have a legal right in this instance? Surely if they repeatedly take money they are not entitled to it is fraud or theft, especially if it isn't returned in a timely fashion. If I decide not to pay for the distinct lack of service, I would have poor credit ratings, perhaps debt collectors. Where is the penalty for Vodafone? The last time this happened was a week before Christmas and I waited until the New Year for a refund. I am financially stable but what if I wasn't and I needed that money to buy presants or food? I know that sounds dramatic but frankly I've had enough!
Please help, I want to forget all about the drama and go to another mobile provider.
Comment