Vodafone

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Victoria's complaint against Vodafone

Victoria OSBORNE

18/01/2017

[RESPONDED] Closed account, arrears

Complaint against Vodafone

After listening to BBC R4 You & Yours last Thursday, January 12 with the examples of how unsuspecting ex-customers found themselves to be in arrears, it has just happened to me. Thankfully after taking the initiative after the broadcast, I hope I have dealt with the problem but I am very worried and monitoring my account with Experian. I closed the account and moved to another provider EE in early December. It was a hassle to get out of my contract with Vodafone who were insisting I was still in contract (I wasn't) and felt the obstacles both by phone and by staff in store were obstructive. However, I had it confirmed that I would expect a refund (I paid via DD and had been a customer of Vodafone for literally decades) and only after listening to the horrors stories of credit refusals did I check my online bank account again to realise there was no refund. Hours of trying to contact Vodafone via Chat (there is no way to speak to the company with a closed account) I was already in default with late charges.

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Vodafone has responded

  • Comments (15)

Phil Wilson | | VERIFIED

Hi Victoria, The link provided here: http://vdfn.co/E195 will allow you to email of Social Media team directly. We'll then be in touch to look into this for you. Thanks, Cailen

Victoria OSBORNE | | VERIFIED

User Responded via private message

Victoria OSBORNE | | VERIFIED

No response from Vodafone despite assurances from reps. I have now engaged Credit Expert to represent me. Absolutely disgraceful abuse of customer request to receive the basic of requests to formerly confirm account closure with mail or email after 3 months of contact.

Victoria OSBORNE | | VERIFIED

No response from Vodafone despite assurances from reps. I have now engaged Credit Expert to represent me. Absolutely disgraceful abuse of customer request to receive the basic of requests to formerly confirm account closure with mail or email after 3 months of contact.

Phil Wilson | | VERIFIED

Did you use the link previously provided above Victoria? If not, please do so and our team will pick this up as soon as possible. If you have, reply back to the email chain so we can chase this up. Thanks, Cailen

Victoria OSBORNE | | VERIFIED

i did and the whole process has been thoroughly unsatisfactory. Contradictory, unhelpful and and I suspect deliberately objectionable to confuse the customer even further. I have engaged Credit Expert to lobby on my behalf, BBC 4 You & Yours and OFFCOM. Disgraceful, contemptible behaviours towards long standing customers.

Phil Wilson | | VERIFIED

If you can provide us with the email reference number from the link (Looks like [#11#####) then we'll be able to take a look. Thanks

Victoria OSBORNE | | VERIFIED

Phil, I am sorry but I have absolutely no idea what you are asking of me - which email which link....frankly the option to talk to a Vodafone person who understands customer complaints and can interpret clear instructions but frankly my time has been wasted for hours and hours since late November trying to decipher Vodafone's request for information. Waste of time

Phil Wilson | | VERIFIED

We provided you to a direct email link to our team (http://vdfn.co/E195) which you advised previously that you completed. On the email chain will be a reference number in the format: [#11#####] Once we've got this, i'll be able to chase the email chain up for you and have someone take a further look.

Victoria OSBORNE | | VERIFIED

You did and as I have clearly stated your staff do not respond to customer queries but give the answers they chose. So a complete waste of time for all concerned. Vodafone's hefty fine of last year was deserved and I am grateful to have moved my business. My query is simple, Vodafone has deliberately ignored giving me a reply.

Phil Wilson | | VERIFIED

As previously advised, once the reference number has been provided, we'll be able to assist.

Victoria OSBORNE | | VERIFIED

Vodafone policy of non-communication and intimidation by escalating late charges is legendary. Staff claim to have calls dropped but actually cut off customers. I have escalated my complaint to external agencies. My patience and tolerance since December last has expired. Thanks for your efforts Phil.

Phil Wilson | | VERIFIED

You know where to find us if there's anything else we can help with. Thanks again.

Victoria OSBORNE | | VERIFIED

After weeks of personal stress due to Vodafone's obstructive arrogant behaviours, Credit Expert has today confirmed Vodafone has responded. All time wasted could have been easily avoided. Bad, bad business practice leaving 1000s of ex-customers in dire straits. A disgraceful abuse of customers.

Phil Wilson | | VERIFIED

Hi Victoria, Again, us know if there's anything we can help with. Thanks.
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