Vodafone (UK): My complaint is that Vodafone have failed to pr...
A Vodafone (UK) customer review by GetHuman user GetHuman-smudger from December 1st, 2017
Background on GetHuman-smudger's case
GetHuman: GetHuman-smudger - can you tell our other Vodafone (UK) customers when your case took place?
GetHuman-smudger: Sure. It was middle of the night, on November 29th.
GetHuman: Did you reach out to Vodafone (UK), and if so, how?
GetHuman: And which of these common Vodafone (UK) customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-smudger a list of common Vodafone (UK) problems)
GetHuman-smudger: "Account access" was why I was trying to call.
GetHuman-smudger's review of Vodafone (UK) customer service
GetHuman: So how would you sum up your experience for GetHuman's Vodafone (UK) customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-smudger: My complaint is that Vodafone have failed to provide me with satisfactory service.
GetHuman: Can you tell the rest of us a bit more from what happened on 11/29/17?
GetHuman-smudger: My complaint is that Vodafone have failed to provide me with satisfactory service over the period of my contract starting *th March ****. The contract was for two mobile phones on a pay monthly contract.**The first I realised that there were problems with my contract*s was on receipt of my July **** bill. I hadn’t received any text message to state that my first * months unlimited data had come to an end, which, via a telephone conversation with Vodafone, I was informed I should have received. It then became apparent that I hadn’t been commenced the tariff I had agreed to and I wasn’t receiving my H M Forces discount.**The contract I believed to be on was £** pcm (reduced to £** pcm with Forces discount), giving **gb data. Instead I was on a contract only giving *gb data and without Forces discount.**I had my first case with Vodafone opened on *th July **** after my call to try and rectify the above-mentioned problems. At this time I was put back onto unlimited data for the following * months to compensate the problems until the case was resolved. My second case against Vodafone opened on **th July **** after a further complaint by myself and when I was first cut off by Vodafone as my bill hadn’t been paid. I was told not to pay anything, on the *th July ****, as the bill should be cleared, case resolved and put on my originally agreed contract.**After one of my tens of telephone conversations over this horrendous period I’ve spent with Vodafone I was informed, *th January ****, that NIETHER of these cases raised, *th and **th July ****, have been looked at since being raised and currently stand OPEN. This I believe to be completely unsatisfactory.**I was informed in late November **** and I agreed that Vodafone would credit my account with **% of my account outstanding balance and I would be contacted by Vodafone to set up monthly payments to pay the remainder, clear my balance and close the case*s. This, I have been told is what needs to happen so that I can finally go onto my originally agreed contract*s, tariffs. Apparently tariffs can’t be changed when a case is ongoing. Again I was given unlimited data for both phones for all the problems caused. Vodafone did none of this, only £*** was credited and I have never been contacted.**Each time I call Vodafone I am always passed from department to department. Last night, *th January ****, I was on the phone for *hr **mins, I spoke to * different people including a gentleman from ‘Vodafone Trade’, I believe now that I will be charged for that call although it was your billing department that put me through to them. I was cut off * times and generally the call was a complete waist of time. However, the last lady I spoke to happened to be the most helpful Vodafone employee I have spoken to over the past ** months, believe me I have spoken to a lot!**This whole situation has caused lots of worry and a considerable amount of time has been spent trying to sort the problem with Vodafone. It has also taken my unblemished *** credit rating down to *** and this is simply not good enough.
GetHuman: Let's quantify your experience contacting Vodafone (UK). On a scale of 1 to 5, how easy is it go get help on a Vodafone (UK) problem?
GetHuman-smudger: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-smudger: I'd give them a five out of five on communication.
GetHuman: And what about Vodafone (UK)'s ability to quickly and effectively address your problem?
GetHuman-smudger: For that I would say one out of five.
GetHuman: And finally- any advice for other Vodafone (UK) customers?
GetHuman-smudger: Call them early in the day or late. Don't forget any personal or account information you might need for Vodafone (UK) to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-smudger taken from his Vodafone (UK) customer service problem that occurred on November 29th, 2017.