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vodafone shower of crooks

Discussion in 'Rants & Raves' started by shariain, Nov 11, 2012.

  1. shariain
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    shariain Active Member

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    i have been a vodafone customer for about 10 years now and i really wish i had not singed a new deal with them now after the treatment i have had from them i have been trying to escalate a complaint since the 8th oct but i cant get my complaint any futher than the monkey at the bottom of the ladder as every time i ask to speak to a manager they dont call back it had got to the point now i have sent an email to vodafonedirectorsoffice@vodafone.com which got a auto reply within 5 mins saying my complaint would be looked at and replyed within 48hrs & guy.laurence@vodafone.com who is as far as i can tell some big wig at the top also webrelations@vodafone.com and customer.care@help.vodafone.co.uk basically i have told them because i cant escalate my complaint via there procedures they have left me no option but to goto the CISAS for them to investigate my claims and my complaint.

    rant over for now
    #1
  2. Sandra
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    Sandra MODERATOR Staff Member Moderator

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    Not a dry blackthorn day then Iain. X
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  3. shariain
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    shariain Active Member

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    no more like a bottle of jacks day
    #3
  4. Ste_Nova
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    Ste_Nova Active Member

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    #4
  5. shariain
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    shariain Active Member

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    I'm not going onto there Facebook page as I will just end up getting reported for what I would say about them and there unlawful price increase and there customer service monkeys.
    #5
  6. Ste_Nova
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    Ste_Nova Active Member

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    its all in the small print they can put it up if they want
    #6
  7. MartayMcFly
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    MartayMcFly Active Member Regional Rep

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    They were ridiculously sneaky with the price increase - "type in this code to see how it will affect you" in a text. It is in the contract that they can increase it a bit without automatically letting you out of your contract, but the fact they're even doing it at all and not just raising prices for new contracts means I won't be renewing my contract with them even if they offer unlimited everything for £5 a month.

    I think EverythingEverywhere is next since o2 is the only company I don't have first hand experience of awful customer service with, but the network issues they are constantly having, and they're huge reliance on iPhones, means I won't be giving them any money either.
    #7
  8. shariain
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    shariain Active Member

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    Yes it is there but Ofcom are currently investigating the price increases and are due to announce their findings some time soon. The fact that the regulator of the UK Communications Industry is investigating this suggests that the legality and/or fairness of this decision is being questioned. I believe that this price increase has been sneaked in as part of what I consider to be an unfair Term & Condition, which is illegal.
    #8
  9. shariain
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    shariain Active Member

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    Here is the text I got after phoning them about the increase text

    Dear Customer,

    Your request to change your tariff has now been completed.
    With the new tariff you get:
    Unlimited minutes
    Unlimited texts
    Unlimited internet *this is my complaint as they are telling me im not getting unlimited data as they don't offer an unlimited data package I'm on test drive for 3 months then 2gb a month.

    That will cost you 36 pounds inc, VAT.
    Remember, the new minutes/texts are pro-rated for this month.

    Thanks for calling Vodafone today. Would you like to manage your account, view your bills online, and get instant support with your handset? Please register a free account at our website www.vodafone.co.uk/myaccount

    Vodafone
    A Network to depend on.
    #9
  10. MartayMcFly
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    MartayMcFly Active Member Regional Rep

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    Since I don't know of a single person who thought they were allowed to do it, and it sure as **** wasn't clearly pointed out in the contract, chances are it'll be deemed unfair. I don't know if it'll just be a case of anyone can drop their contract, or if there'll be some sort of class-action suit on behalf on customers, but bottom line is not only is no-one happy with them sneaking it in, but everyone is unhappy at how underhanded the entire process was.

    It's an absurb clause, and had it been made clear I likely wouldn't have agreed to the terms in the first place.
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  11. s8craig
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    s8craig Active Member

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    I for one will be leaving Vodafone after 10 years or so, dumping all 3 contracts I have with them, useless morons in customer service. Also I don't like the fact that they don't pay tax like everyone else, so along with Starbucks they can go feck themselves.
    #11
  12. shariain
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    shariain Active Member

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    #12
  13. Ste_Nova
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    Ste_Nova Active Member

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    i love all this fuss.. i walked in a shop, bought a phone, i've never spoke to cs

    and in work we use voda, we are in the top 100 corp customers, we never have an issue with anything we do :)
    #13
  14. shariain
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    shariain Active Member

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    #14
  15. MartayMcFly
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    MartayMcFly Active Member Regional Rep

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    Emailed him - message was along the lines of "you know fine you shouldn't have done this, and as a result I will never be using Vodafone again. No response will change my mind, and I will pay stupid legal fees if that's what it takes to cancel my contract, as long as Vodafone don't get any money from me."

    I'm so sick of customer service and shameless business practices in the UK. I bet Guy Laurence made a PPI claim too, or at least a NationalAccidentDirect one.
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  16. MartayMcFly
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    MartayMcFly Active Member Regional Rep

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    He says in there that this will probably only work within 30 days of notification of the price hike. They sent me the text 04/10/12 so outside that period for me.
    #16
  17. quattrojames
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    quattrojames Moderator Staff Member Moderator

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    Are they putting everyone's line rental up then? I've not heard anything from them, or don't they tell you?!
    #17
  18. shariain
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    shariain Active Member

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    I have been fighting ever since I got my text message to escalate my complaint via the procedure the have in place for complaints.

    Customer service advisor

    Service advisors manager

    Customer relations team

    Then after 8 weeks CISAS service

    But I can't get passed the first stage as no manager is calling back.
    #18
  19. shariain
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    shariain Active Member

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    If you haven't heard anything this year then yours will not be going up but they will go up next year and then the year after that and so on.
    #19
  20. StateOfPlay
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    StateOfPlay Active Member

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    When is a fixed rate contract not a fixed rate contract? When it is with Vodafone!

    Although I am a Vodafone customer I am not affected, but my wife has been informed of an increase, which means that the fixed rate contract is now variable. And that should mean that she can say no and end the contract and find a cheaper deal elsewhere.

    I think that Vodafone should pay their taxes first before they start upsetting their long standing customers.
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  21. shariain
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    shariain Active Member

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    Well I guess my complaint has been read. Got this email today.

    Good morning Mr Bryce,

    Thank you for your email to Guy Laurence, please can you call our office at your earliest convenience.

    Many thanks,

    Jemma Kirkham
    Directors' Office
    For and on behalf of
    Guy Laurence
    Vodafone UK CEO
    #21
  22. MartayMcFly
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    MartayMcFly Active Member Regional Rep

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    Reply I got from him was -

    I do understand your frustration with the increase that Vodafone has made to their prices. I am sorry that this has caused you concern but unfortunately commercial decisions like this do have to be made from time to time due to inflation in the market. If you would like to discuss this further please call our customer relations team.
    #22
  23. SL11CKK
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    SL11CKK Member

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    You know what I'm starting to hate Vodafone too. They are very sneaky and I know I will be heading over back to O2 after 2 years with Voda.

    These days 2 years doesn't mean anything to anyone.
    #23
  24. shariain
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    shariain Active Member

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    It does if you have 20 months of a 2 year contract you wish cancelled due to the treatment and arrogance of the customer service advisors.

    Well I phoned up today and I was offered £5 yes £5 compensation for my inconvenience I'm lmfao that's more of an insult than compensation away they go comes back with £10 per contract (£30 total) only for me to tell them its not about the money I wouldn't put a Monterey value on my inconvenience and bad feeling towards the way I was treated and spoken to by the customer service team away they go and come back with £60 total and again told them I wouldn't put a Monterey value on my inconvenience and bad feeling towards the way I was treated that the only resolution to this problem was for them to cancel my contract with no penalty to myself. So now it's getting escalated to a higher manager and if we can't reach a compromise then it will go to ofcom/cisas to investigate.

    Happy days.
    #24
  25. shariain
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    shariain Active Member

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    Well that's it no longer getting looked at by Vodafone off to ofcom/CISAS we go.


    Good afternoon,

    I can confirm that we have now reached the end of our complaint process and we are now in a position of deadlock. I have today sent you a letter advising you of this and the information you will need to approach the Ombudsman.

    Vodafone will not be reviewing your complaint any further, I am sorry we were unable to reach a resolution.

    Kind regards,

    Jemma Kirkham
    Directors' Office
    #25
  26. @udi A3
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    @udi A3 Active Member Site Sponsor

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    shariain

    Was your complaint purely the data limits? My experience with phone companies, generally youll get nowhere after deadlock, other than your local debt collector calling!
    My advice would be keep all written communication, and when the DCA comes knocking, show them there is a dispute and you wont be paying.
    Of course if they try taking you to court youll have a chance to defend yourself.
    #26
  27. shariain
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    shariain Active Member

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    My complaint is a lot more than just data limits it's about the treatment from vodafone customer care call handlers, not escalating my complaint, managers not phoning back after alot of call backs arranged so i could escalate my complaint as per the procedure laid out by them and my calls being terminated just because the call handler didn't agree with what I was saying even although it was written in the notes in front of her. This went on for about a month before I had enough and sent the email to the CEO of Vodafone.

    Even though I'm disputing my account I know I still have to pay it as not paying it I would end up losing a lot more.
    #27
  28. @udi A3
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    @udi A3 Active Member Site Sponsor

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    An extract from the OFT debt recovery guidlines.
    You could argue your dispute wasnt properly investigated.
    Of course pay what you feel you owe, vodafone also have no right to mark negative comments on your credit file whilst disputing this.

    DISPUTED AND DEADLOCKED DEBT
    Disputed debt
    A.1 Where we refer to 'reasonably queried or disputed debt' we mean justifiably queried or disputed. We are not seeking to protect 'won't pays' from repaying debts duly owed but those who are being mistakenly pursued for a debt they do not owe (or genuinely believe they do not owe) or those who are being pursued for an incorrect amount of unpaid debt.
    A.2 We may require businesses to satisfy us that any query/dispute has been properly investigated.
    #28

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