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Semi Update Bastarding Vodafone

(27 Posts)
dontquotem3 Thu 29-Nov-12 18:01:54

Recap: I say my contract has unlimited landline minutes. Customer services says no I don't. As luck would have it, when I was called by VF regarding my upgrade, I recorded the call, which I still have.

After plenty of rigmarole: calls, back and forth to one of their stores, I was advised to go to a VF store with my recording and have one of the members of staff listen to it and amend my details. Got to the store, staff told me they couldn't do that and that I should call customer services again. I did so from the store and was told that they would have to internally request the said recording (from where ever they keep them), listen to it and they would get back to me in 16 working days. This was 5th Nov.

Roll around to this week, I was passing a VF store so I popped in to find out if any progress had been made as I hadn't heard a thing. Not a frigging chance!!
My contract is still showing that I do not have unlimited landline calls. So I phone back customers services again. Get through only to be cut off after giving my number and name. You would think these plebs would have the forethought to call back. But I digress.

<long sigh>

Today. After going through some of my bills, I get my info together and then call customer services. VF have still not listened to the recording and who'd like to guess why. Reason being is that, apparently, they do not keep recordings after 90 fucking days. Well bully for them because I have mine.

Now, would it be unreasonable, and also how realistic would it be, for me to request to terminate this contract on the basis that it has been missold. I was sold the contract with unlimited landline minutes and for the length of the contract so far, 8mths, this service has not been applied to my account.

Please help me. I want to wipe the floor with these bastards! Scratch that, I just don't want to give them, or have them take any more of my money.

schobe Thu 29-Nov-12 18:07:30

<<Claaaaang>> You called them plebs so now you'll get legions of people focusing on that and saying things like 'you sound charming'.

Sounds like a nightmare to be honest and the sort of bizarre, endless rigmarole I seem to get stuck in, but without the forethought to record a phone conversation.

I think you should probably have taken it higher up earlier on - emailing or writing to head office, tweeting them <pretending to know what I'm talking about here, but I know it works>, sending them facebook messages and the like.

If you can be bothered that is - presumably you could just cut all ties in 4 months time.

Sometimes life is just too short.

schobe Thu 29-Nov-12 18:08:36

You are coming across a tiny bit Michael Douglas in the film Falling Down by the way! Do you have voice recorders and cc TV set up for all interactions? grin

dontquotem3 Thu 29-Nov-12 18:15:01

No I don't schobe grin, but thought to myself just in case. It is not the first time I have had trouble with VF and to be honest I was not going to go back with them. Now imagine I hadn't, all I would have is my insistence that I was offered said service and nothing else!
I was looking at their FB page last night, the amount of complaining on there and the only response is for people to go to the "got a question" page hmm.
They do not want to help. So I need to help myself, will MN's help of course wink

MaureenMLove Thu 29-Nov-12 18:24:16

Try e-mailing here first.

Explain your situation and repeat until you have a response!

I had an issue with them. Long story short. Knew I was due an upgrade. Vodafone had no record of me, despite sending me a bill every month for 2 years, me paying by D/D every month. It took me a month to get to the bottom of it, having spoken to every call centre across the world and never getting a call back.

Anyway, finally sorted just two days after begining e-mails to CEO. I am now the proud owner of an Iphone 4s, for £23 a month, reduced to £22 as gesture of good will and 3 months payments also returned as a gesture of goodwill. Oh, and I didn't pay the £159 handset charge either!

I could have just cancelled the contract and gone elsewhere, but I got the bit between my teeth and kept going. It paid in the end! grin

dontquotem3 Thu 29-Nov-12 19:16:52

Thank you maureen I will give that a go, though I'm mightily pissed off. I don't have the time for this. Then again, my pocket does is not deep enough for these outrageous bills I'm getting.

thing1andthing2 Thu 29-Nov-12 19:35:15

It's a good story. Why not write to one of those columns in the papers who sorts shit companies out for you?

dontquotem3 Thu 29-Nov-12 19:46:25

Thing I really wouldn't know where to start. Right now, I'm just trying to write this email to the CEO.

queenrollo Thu 29-Nov-12 19:51:47

ombudsman it may be worth getting in touch with the Telecomms Ombudsman too if VF keep fobbing you off

StrawberryTot Thu 29-Nov-12 19:52:00

OP go for it and wipe that dirty floor with them conning buggers!! grin I have just given in my 30 day notice to terminate my contract with Vodaphone as they have been an absolute disgrace of a service in past couple of years!

dontquotem3 Thu 29-Nov-12 20:04:53

Damn it! I knew I should have stayed away! Was nearing the end of my previous contract and was seriously considering going elsewhere. But the nice lady got me. She was very nice grin.
Gunning for them now though.

Thing What columns might you be referring to?

thing1andthing2 Thu 29-Nov-12 21:05:36

The times money section on Saturday has a column called troubleshooter.
The guardian has a column in the money section called consumer champions.
I'm sure Which have a troubleshooter column like that too.

dontquotem3 Thu 29-Nov-12 21:11:32

Here's a draft of my email. Long, but is it effective?

Hello Mr Lawrence,

First, allow me to say that I have been a Vodafone customer for many years and, I must say, not without incident in that time.

On the 4th of April 2012, I received a call from a Vodafone sales representative, named Aisha, to see if I wanted to upgrade at that time because I was nearing the end of my previous contract.
This call lasted for 17 minutes and 46 seconds, during which I was offered: 600 minutes, unlimited texts, 500mg of internet (data), 1gig of BT OpenZone and unlimited landline calls, all at £23.25 and for the duration of the 24 month contract.
I listened intently to your representative, asked pertinent questions, which were answered fully and reiterated what I was offered more than once.

A few months later, it becomes apparent to me that my bill has been higher than what it should be on more than one occasion. On the 5th of November 2012, I called customer services to query this. At this time I find out that the unlimited landline service has not been added to my account. And, that I have been charged for some landline calls where I should not have been. I told the lady I spoke with that I have a recording of the original point of sale (4th April 2012). I was advised to go to a Vodafone store, have a member of staff listen to the recording and then go from there. I remonstrate that it is not my job to do this and the lady tells me that it would be quicker this way.

That same day (05.11.2012) I went to your store in the Whitgift Centre (Unit 36), and repeated what the customer service representative had said to me. The member of staff I spoke to said he was unable to facilitate that and that I should call customer services again, which I did, in the store.
I spoke to a different customer service representative named Marina and explained my position. She told me that my bills have been high as my discount had not been applied, and that if I check my account I will see that for the 9th of September, Vodafone had only taken £10.76 out of my account. To her and your company’s credit this was correct.

In regard to my not receiving unlimited landline calls, Marina told me that she would have to make a request for a particular department to retrieve and listen to the call internally and that I could not have a member of staff in the store listen to the recording that I had. She said that she would make this request and for me to expect a response in 16 working days. I said okay and left the call at that. Sixteen working days has come and gone.

Today, 29th November 2012, I once again called customer services, this time I spoke with someone named James. I asked him whether unlimited landline calls had yet been applied to my account. He replied no. I told him about my call with Marina and asked whether the task of finding and listening to the recording had been done. James answered no. He then tells me that Vodafone does not keep these recordings past 90 days and that I shall have to go in store and have a member of Vodafone staff listen to my recording and put a note on the system.

I ask you, is this a joke?

I am very disappointed with the level of customer service I have received in recent months, and as a result I wish to terminate my contract with good reason. I am paying for service that I am not receiving. Vodafone has not seen fit to do anything about this, when there has been more than enough opportunity for Vodafone to do so. I have not been contacted via any medium to discuss this issue I am having. I told James that I am not happy and he said “I know”, offering no further recourse.

I have proof that because what had been offered to me, and accepted, at point of sale has not been added to my account, I have incurred extra call charges. This problem that I am now facing is not due to customer error. The error is with you, with Vodafone
I look forward to hearing from you, within seven working days, in regard to this problem and what Vodafone is going to do about this.

Sincerely

Ms A Abdallah

Loislane78 Thu 29-Nov-12 21:16:15

You go girl, not unreasonable at all. These companies get away with far too much imo because people can't be bothered or don't have the stamina to follow up. Telecoms Ombudsman, Office of Fair Trading, Watchdog etc. I'd do the lot but I'm tenacious like that.

GL smile

Lonecatwithkitten Thu 29-Nov-12 22:48:13

Point out exactly how long you have been a customer. I always always bring it to their attention that I am an original Racal customer that always brings them to their senses.

MoonlightandRoses Thu 29-Nov-12 22:57:11

Dontquote - hope you don't mind, but I've amended your mail slightly to help with getting him focused on the complaint. Good luck and, as someone up-thread mentioned, if you don't get satisfaction from your email, then definitely go to the ombusman.

Dear Mr Lawrence,

I am hoping you can help me with a poor customer service issue that has been ongoing since the 5th of November.

On the 4th of April 2012, I received a call from a Vodafone sales representative asking if I was interested in an upgrade to my contract. During the call I was offered:
600 minutes
Unlimited texts
500mb of internet (data)
1gig of BT OpenZone and;
unlimited landline calls
for the sum of £23.25 p.c.m. over the course of a, new, 24 month contract.
I listened intently to your representative and sought verbal confirmation on the details of the offer more than once.

A few months later, it became apparent to me that my bill was higher than expected. On the 5th of November 2012, I called customer services to query this. They stated my contract did not cover unlimited landline calls. I advised that it should do and, further, I had retained a recording of the sales call that could be used as confirmation. I was advised to go to a Vodafone store, have a member of staff listen to the recording and then go from there. Although I remonstrated that it is not my job to do Vodafone's customer service insisted this would be the fastest way to resolve the issue.

That same day (05.11.2012) I went to your store in the Whitgift Centre (Unit 36), and repeated what the customer service representative had said to me. The member of staff I spoke to said he was unable to facilitate that and that I should call customer services again, which I did, in the store.
I spoke to a representative named Marina and explained my position. She told me that my bills have been high as, due to another, separate, error, discovered internally by Vodafone, my agreed discount had not been applied to the rest of the package. To make this error good, Vodafone had only taken £10.76 out of my account in the 9th of September bill. To her and your company’s credit this was correct.

In regard to the issue of not receiving unlimited landline calls as per the original upgrade I signed up to, Marina told me that she would have to make a request for a particular department to retrieve and listen to the call internally. She further stated a response would be forthcoming within 16 working days. No response was received within the agreed timeframe.

Today, 29th November 2012, I once again called customer services, this time I spoke with someone named James. I asked him whether unlimited landline calls had yet been applied to my account. He replied no. I told him about my call with Marina and asked whether the task of finding and listening to the recording had been done. James answered no. He then tells me that Vodafone does not keep these recordings past 90 days and that I shall have to go in store and have a member of Vodafone staff listen to my recording and put a note on the system. In other words, the complete opposite of what I had been led to believe was the case.

I am extremely dissatisfied with the level of customer service I have received in recent months. As a result of this, and for paying for a service which is not being delivered, despite offering Vodafone an opportunity to correct the error, I wish to terminate my contract.

I have proof that what had been offered to me, and accepted, at point of sale has not been added to my account, I have incurred extra call charges. This problem that I am now facing is not due to customer error. The error is with you, with Vodafone
I look forward to hearing from you, within seven working days, in regard to this problem and what Vodafone is going to do about this.

Sincerely

Ms A Abdallah

dontquotem3 Thu 29-Nov-12 23:36:28

Oh Yes! A massive thank you to you lovely MNers for taking the time to read through my draft.

Lone Exactly what is an original racal customer? You have me all intrigued.

Thing Cheers for your info. They may be my last resort after sending my email

Lois I'm going for broke, they must think I'm made out of money. One bill was £60 odd flipping quid, a weeks' bloody shopping!

Finally Moon Really appreciate what you have done. You have made some of my points even more cohesive. I'm over the moon grin. I'm being silly of course, thoug thank you really.

dontquotem3 Thu 29-Nov-12 23:36:49

* though

dontquotem3 Thu 29-Nov-12 23:43:52

Email has been sent. I surely hope they feel the wind up their...

TheReturnOfBridezilla Thu 29-Nov-12 23:50:14

Consumer Direct will sort this for you or if they don't operate in your area, the Trading Standards dept of your local council.

MoonlightandRoses Thu 29-Nov-12 23:52:36

Over the 'moon' is good. grin

Let's hope you don't have to pull in TS or CD now (although that could be quite interesting...)

Lonecatwithkitten Fri 30-Nov-12 14:20:00

Racal was the original company that preceded Vodaphone nearly 30 years ago. We have the 101st phone in the very first cell that Racal purchased. Bearing in mind that the first 50 or so went to Racal staff and their families. We pay quarterly as we still have a Racal contract!
I stamp my feet with Vodaphone a lot.

dontquotem3 Fri 30-Nov-12 16:00:01

Ah, I never knew that. Glad you have that option Lone Wish I was old enough to have had a contract 30 years ago. Sadly, by my calculation, I would have just turned 2yrs old! grin

Yet to hear anything btw.

dontquotem3 Fri 30-Nov-12 17:20:16

Just had a missed call from the director's office. My phone did not make a sound and was right next to me. Sod's law. They've responded pretty quickly though. Gonna give them a call back. And schrobe I will be setting it up so that they call me be back so I can record them grin

dontquotem3 Fri 30-Nov-12 18:14:54

Well, less than expected but a result anyway. They have now applied my landline minutes to the remainder of my contract. And, shall be refunding me to the tune of £70.57. I asked for compensation on top of that, you could have heard a pin drop! It was not forthcoming. Before we even got to that stage, they had the cheek to say that they would "take me at my word" and would not be refunding any incurred calls charges. I said on your nelly and told them I had incurred charges because they had not done the right thing in the first place. So, a small win, but I shall never forget this. I have a year and a bit left them I'm outta there. No more business for Vodafone from my pocket! Roll on 2014 sad and still angry

Thanks to all for your help, flowers

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