Vodafone (UK) Customer Service Issues

I am writing about two phone contracts initiated on November 18, [redacted] with Account No. [redacted] Mobile No. [redacted]55 and Account No. [redacted] Mobile No. [redacted]3 through Carphone Warehouse. Initially, I acted as a guarantor for a friend who is now in serious default of the monthly payments. Despite trying to arrange lump sum payments, whenever a date is set, my friend claims to have made payments in-store. However, when I request proof, I am met with claims that everything is settled. Communication has now become tense, and I haven't received any recent letters regarding the defaults. I am unable to access my accounts online as the verification pin is sent to the phones I don't have. It is concerning that bills can be paid without account details and by someone else. I require clarification on the payments made and the outstanding balance to address this issue effectively. Best Regards, V. Thomas

Hello Vodafone Social team, I'm Terence Mealing aka @telgordo on Twitter. I was informed that I won one of the two Samsung A70 mobiles in the Twitter competition. However, despite sending 2 direct messages and some public messages, my details have not been acknowledged yet. I have a deadline tonight to claim my prize. Could you assist me in verifying my details? I'm unsure of what steps to take next on Twitter. Thank you for your help.

Hello everyone, I am Elena Clark from SA18 3HH. On the 17th of May, I visited the Vodafone shop in Llanelli and signed up for three contracts: 1. Home broadband with account number: [redacted] 2. Mobile broadband SIM with number: [redacted]9 3. Redirected my number from EE to Vodafone with SIM number: [redacted]8 All three contracts are monthly paid. Additionally, I have a pay-as-you-go mobile phone number: [redacted]0 (around 1 year); account number: [redacted]0. Today, which is the 24th of May, I have not received any copies of my contracts. I am concerned about the lack of transparency in the process. My attempts to resolve this through the Vodafone application and customer service have been unsuccessful as I cannot access my accounts. I am looking for assistance in consolidating my accounts and improving the user experience. Thank you for your help and understanding. Best regards, Elena

I wanted to express my gratitude for the outstanding service I received when I called on 9.6.[redacted] at 6 p.m. The young man I spoke with patiently addressed all my issues and even informed me about your more affordable broadband package, which is a much better deal than what I currently have with PlusNet. I plan to take his advice on getting a new phone, Sim card, and keeping my current phone contract while switching to your broadband. Ending my contract with PlusNet should be straightforward since it expired with them years ago. The customer service I experienced was exceptional, and I am thrilled with the results of our conversation. Thank you once again. - Miss C.G., NR268RH. Phone No. [redacted] xx

Hello, I recently terminated my monthly plan with Vodafone before the renewal date as I am switching to Virgin for better offers. Despite confirmation from Vodafone reps that my final bill should have been issued on June 11, I was billed again for the new cycle starting today. I noticed that I am set to be charged the usual 18.04 GBP on July 12, which is unacceptable. As I have already canceled my services with Vodafone, I do not expect to be charged for any further services. Unfortunately, I am unable to attach the screenshots of the confirmation provided by Vodafone's representatives in this chat. I have decided to discontinue my direct debit with Vodafone to prevent any unauthorized charges. If Vodafone needs to bill me for the minimal data usage incurred today, they can send me an email, and I will settle the amount. I no longer trust Vodafone with my account details since they have not acknowledged my cancellation. Best regards, Lucius

I've been on PAYG1 for a while now, and my internet access has been awful lately with constant buffering, causing excess data usage. Buttons seem to activate on their own, and after topping up today, I didn't receive my usual text and minutes. I then realized I'm on international calls now, which I don't want. I desperately need assistance to revert to my regular plan as I rely on those minutes, especially given recent personal circumstances. Please contact me promptly at [redacted]9 to resolve this. Thank you, Donna M.

Hello, I recently bought the 10-pound Big Value bundle this week. I was connected with a person over the phone to process the purchase. They assured me everything was set up properly. However, I have been receiving texts stating the bundle hasn't renewed and that I'm being charged a pound per day for unlimited texts, minutes, and 500MB. I just got a text from Vodafone saying my bundle was stopped. Am I being charged daily? Is the 10-pound bundle I bought on Tuesday working? Please investigate this and provide me with an update at your earliest convenience. If I am indeed being charged daily, I request a refund of 12 pounds. If these charges are linked to my credit card information, I would like to deactivate that to prevent further charges.

I mistakenly entered the wrong SIM pin, resulting in my SIM card being blocked. Yesterday, I reached out to Vodafone for assistance. Initially, the automated service was unhelpful. After finally speaking to an advisor, I was transferred to technical support, who determined I need a new SIM card. Today, my attempts to inquire about the replacement's arrival have been unsuccessful. I spent over two hours in communication with them yesterday to resolve this issue. I am extremely disappointed with the level of service provided.

I recently experienced a frustrating issue with my broadband and landline service. It took two weeks and seven phone calls before my problem was resolved, which is unacceptable. Despite multiple assurances from different agents about receiving a new router in 3 to 4 days, it wasn't until I spoke to someone in complaints who efficiently arranged for next-day delivery that progress was made. Unfortunately, even after receiving the new router and additional assistance, my landline was still not working. Thankfully, after contacting customer service again, an agent checked my line and arranged for an engineer to fix the issue, ultimately restoring my connection. Due to the inconvenience, I believe I should be compensated for the service downtime and the time I dedicated to waiting for deliveries. This has genuinely been the worst service experience I've encountered with Vodafone. Thank you, Gina R.

Order number WEB-[redacted][redacted] 05 September [redacted] I am disappointed to discover you attempted to set up a direct debit from my bank account after cancelling my order due to a billing error for two months of services. I have confirmation from your customer service team via text that the cancellation was successful. Please refrain from taking any money from my account. Thank you.

I have been in touch multiple times through various online and phone conversations regarding unauthorized calls and charges on my bill. After requesting the outgoing calls to be blocked on this phone located in my second home, the unwanted calls stopped. The property is rarely occupied, evident from the bills during 18.8-26.8 when the calls started as no one was present. The phone is seldom used, and previous bills reflect no extra charges. Despite being told a fraud investigation would be initiated, I have not received any updates. I have paid £29.65 for calls not made from my property. The phone is solely used by my family and me, and the irregularities in timing and duration of the calls indicate a problem. I am unable to risk unblocking outgoing calls as I believe the issue will reoccur. I am seeking information on the progress of the investigation and resolution of the charges. Please contact me at [redacted]4 or via email at [redacted]

I recently canceled my contract with TalkTalk and switched to a new broadband service provider whom I have been a customer of for 20 years, also holding two mobile contracts with them. Upon my wife's return from the hospital, we discovered our landline wasn't working due to the new broadband connection not being set up as expected. After contacting Vodafone, we were given different timelines for resolution due to my hearing impairment. Subsequently, after speaking to them today, I was informed that our contract was canceled due to an error with TalkTalk. Despite TalkTalk stating there was no issue on their end, I was asked to call back tomorrow to start a new contract process. My son, a Vodafone regional manager, believes there shouldn't have been a cancellation without proper explanation, especially considering we have been with the company for two decades and already have the router. As a person with disabilities relying on TV and phone services, the lack of communication and service has been distressing. I hope to receive clarification soon.

During my stay in London from August 23rd to September 16th, I visited your branch in Kings Road for home internet on September 16th. Initially, I was offered a £20 pay-as-you-go option, but your assistant persuaded me to opt for the £25 monthly subscription with the option to cancel. When I returned on September 15th to cancel before leaving England, I was informed it couldn't be done until September 23rd and was given a number to call from Italy. I contacted the number on September 23rd, and it appears my subscription has been canceled. However, I was informed that a new bill was generated on September 22nd, requiring an additional payment of £25. I kindly request the following: 1) Verify that my subscription is indeed canceled. 2) Cancel the new bill, as I followed the instructions provided by your Kings Road staff. I eagerly await your response. Thank you. Warm regards, VC P.S. Receipt details: - Transaction Id: [redacted][redacted] - Transaction date: 23/08/[redacted] - Order number: SBL: [redacted][redacted] - Served by: Joseph Payment of £25 made on September 4th by HSBC bank with number [redacted]-[redacted]. I have since closed the Direct Debit. Apologies for not having the Vodafone account number and pin available in Italy.

I am experiencing the same issue as post [redacted] in this forum. I can log into my account, but it keeps stating that no account is set up. This problem began after Vodafone updated their website a year ago. Despite contacting customer support, the issue persists as account resets do not resolve it. Seeing others face similar challenges without successful outcomes, I am hesitant to invest excessive time with basic support agents who lack the authority to resolve the issue. Is it feasible to escalate this matter to technical support or individuals capable of addressing the problem efficiently, rather than spending hours on the phone struggling to explain the issue to representatives?

Hello, I am looking to upgrade my device, specifically eyeing the Samsung A50. Despite being a long-time Vodafone customer who has also brought my immediate family to the network, I've noticed I have the least data and a subpar phone. Virginmedia is tempting me with an offer of the A50 for £21 with rollover data, whereas Vodafone is offering me a deal at £32 for 5GB. Interestingly, Virginmedia can provide 4GB for just £23. Before making a switch, I am turning to Vodafone to see if they can match this offer. Your consideration is appreciated. Sincerely, K.M.

On September 9th, I ordered Vodafone broadband with the assistance of an online chat representative who said it was fine to change the activation date to November 1st by contacting them the next day. Following up on the advice, on September 10th, I successfully changed the activation date with Vodafone. However, on November 1st, despite confirming the activation date with Vodafone multiple times, my broadband was cut off on October 7th, leading to a frustrating situation. Vodafone agreed to credit me for the termination fee and assured me of a midnight connection, but even after an engineer visit my internet was still not working the next day. Numerous calls to Vodafone on November 8th resulted in conflicting explanations and false promises, leaving me with no resolution. As my family heavily relies on the internet, especially for work, I am disappointed by the lack of service. I am looking for compensation for my time, expenses, and prompt restoration of my service, or I may consider canceling within the cooling-off period. Thank you. - B. B.

During my trip from Ireland to the UK, I accidentally purchased two £10 Vodafone top-up vouchers at Tesco in Liverpool while being a 3 pay as you go customer. Unfortunately, Tesco refused to refund them, claiming they couldn't verify if the vouchers were unused. I visited the Vodafone store in Liverpool on 12/10/[redacted], but the assistant manager was unable to assist with a refund or confirm if the vouchers were unused. When I requested a contact method other than online chat or customer service number, the assistant couldn't provide any contact information. Overall, the assistant seemed disinterested and unhelpful towards resolving my situation.

Dear Vodafone, I recently received a text message stating that I owe £[redacted].88 for data charges incurred in Spain, despite having 2.5 GB of data left on my plan and being in a Roam-free destination. This has caused significant stress as my account has been suspended, leaving me unable to communicate with my elderly father. I have been a loyal Vodafone customer for over 20 years, and this issue has never arisen during my previous travels to Spain. I urge you to resolve this matter promptly, or I will have to consider canceling my contracts with Vodafone and seeking assistance from the communications ombudsman. Sincerely, Richard & Susan Clarke

Today, on 13/10/19, I received a text about my account showing unexpectedly high usage without any prior warnings. Upon reviewing my current bill, I noticed it is £[redacted].23, considerably higher than my usual £24.73 monthly charge, with additional charges of £[redacted].00 listed. I am on an all-Ireland plan with unlimited calls, texts, 2GB data, and 500mb roaming, of which I still have 1.5GB data remaining. Surprisingly, the bill has exceeded £[redacted] despite not traveling internationally this billing cycle (21/09-20/10). I've also discovered that my network access has been suspended, limiting me to emergency calls only, which is concerning as I wasn't expecting this. I refuse to pay this inflated amount and seek clarification on the charges, aiming for the bill to be corrected back to my regular £24.73 fee. My past experiences contacting customer services online have been unsatisfactory, so I hope to resolve this billing issue promptly.

Hello, I am having trouble topping up my phone with a £10 credit. When I dial the [redacted] service, after providing me with another number to call, it disconnects. I researched online and found that if I call that number with the * symbol, followed by the top-up amount and ending with #, it should work. However, I received a message stating the PAYT service is unavailable. When I tried to top up online with Vodafone, it did not offer the option, and I cannot access the My Vodafone app due to lack of mobile data. I urgently need to add this credit because my £10 big value bundle is expiring soon. If I cannot top up, I will lose it. I am very stressed about this situation and would appreciate your assistance in fixing the issue with the [redacted] service. Please contact me promptly regarding the resolution. Thank you. - B. Davies