Vodafone (UK) Customer Service Issues

Hello, I would like to file a complaint against Vodafone. I used to receive a loyalty discount of 35% every time I upgraded, as I have been with Vodafone for over 15 years and have three lines with them. However, when I recently tried to upgrade one of my lines, customer service refused to provide me with the discount. Given the amount of money I pay each month, I believe I deserve a decent phone. I have three monthly lines with Vodafone, and the one I wish to upgrade is [redacted]1. Currently, I pay £28 per month, but during the contract sign-up, I was offered £27 per month. I am interested in an iPhone XR, which is not very expensive. I kindly request that you offer me this phone at the same price. I have compared prices with other providers, and some are cheaper than Vodafone. However, due to my long-standing loyalty, I would prefer to stay with Vodafone. If I am not given a fair tariff, I may have to consider switching providers. Thank you for your understanding. Kind regards, Elif Sabaz.

Subject: Complaint Regarding German Customer Support Dear Sirs, I am reaching out to express my dissatisfaction with the support I received in Thuringia, Germany. The customer service was the worst I have ever encountered. I found the representatives to be unhelpful and at times, they were not proficient in Russian or German. The older woman I spoke with from eastern Germany was particularly unfriendly. When I called the Bonn office, the service was acceptable, but it seems like a gamble whether I will reach someone helpful. In Thuringia, they refused to acknowledge their mistakes, claiming I have an unresolved account from [redacted] with contract number [redacted]96. Despite my attempts to explain that I no longer live in Germany and have cancelled all services, they insist on charging me. I had a contract, number [redacted]01, for Red Internet & Phone [redacted] Cable, so I am perplexed why they are suggesting a new DSL contract. I have proof of cancelled contracts and my change of address. Additionally, they blame me for not returning a receiver card, which I sent back in three packages with receipts. Unfortunately, they only acknowledge receiving one package. I urge the Vodafone head office to investigate this matter promptly. The level of customer support I received is unacceptable. I have tried calling without success and if this matter is not resolved, I will seek legal advice. Vodafone Germany does not have the right to charge my account without justification. Best regards, Nicholas Phone numbers: [redacted] / [redacted]

I am experiencing issues with the Sky Sports mobile app. Sky's response instructed me to follow these steps because I receive the service for free as part of my Vodafone subscription: 1. Uninstall the Sky Sports Mobile TV application. 2. Reinstall the application from the App/Play Store. 3. Turn off Wi-Fi and ensure a 3G or 4G connection. 4. Open the Sky Sports Mobile TV app and attempt to play content. 5. Choose "I subscribe to Sky Sports Mobile TV via Vodafone". 6. Log in, return to the TV Guide, and enjoy Sky Sports Mobile TV. Even after following these steps, when I try to access a channel, nothing happens. Can anyone assist me in resolving this issue?

Subject: Issue with Vodafone Direct Debit Date Dear Sir/Madam, I have set up my Direct Debit to pay my Vodafone bill on the 3rd of each month as my payday is the last working day of the month. However, Vodafone attempted to take the payment on the 31st of October, which was not the agreed upon date. This resulted in unnecessary charges from my bank. Despite providing proof of the payment being taken on the 12th of November, Vodafone is giving me a hard time about it. I am frustrated with the lack of cooperation from the customer service agents, who have been rude and unhelpful. I am now seeking compensation for the issues caused and wish to close my account promptly due to the ongoing difficulties. I have attached evidence of the payment date discrepancy for your reference. Your urgent attention to this matter and a resolution are greatly appreciated. Kind Regards, Joshua M.

In September, I added a 1GB extra to my account as a one-time offer. Now, I can't access my account because my original PIN isn't working, and the app says too many failed attempts have been made, even though the last one was weeks ago. I've waited over 30 minutes on hold after calling [redacted] with no answer. How can I cancel this unwanted monthly payment and extra data? I'm frustrated and need a solution soon. If I don't get help, I'll have to stop payments to Vodafone and dispute the remaining contract funds. Thank you for your prompt attention to this matter. - Mr M Thompson

I switched to Vodafone on the 24th of November and requested a PAC code from Three. Three took longer than expected to provide the PAC code, so the helpful agent in the store activated my account, requesting the PAC once I received it. After some days of following up with Three, I finally received the PAC on Friday, November 29th. However, my number has not transferred yet, and I received a reminder from my bank about an upcoming payment to Vodafone. I understand that this delay is not entirely Vodafone's fault, but it's been five days since the PAC code was received, and the transfer has not occurred. I am unsure why I am being charged for a service I have not been able to use yet.

On 29.11.19, I received a message from Google Pay claiming an order for £[redacted].98 had been placed successfully. The message included a suspicious link "auth-gpay.info" for refunds. I did not provide my card details and immediately reached out to Google Pay resolver. After investigating, they found no transaction or payment on my account, so they escalated my complaint to Google Pay. Google Pay requested that I contact my carrier to obtain transaction details such as ID, correlation ID, amount, transaction date, and total number of transactions. They assured me their specialist team would locate any potential orders. Despite not placing any orders, I suspect this text is a scam, which prompted me to seek help. Thank you.

Hello. I recently changed my phone 2 days ago, and ever since then, my data has not been working properly. Despite multiple attempts of turning my phone off and on, my data remains inactive. It's worth noting that my WiFi connection works perfectly. I attempted to contact [redacted], but I keep getting redirected to the payment services due to an outstanding balance. I've already committed to settling this balance by 16/12/[redacted]. Can someone please assist me with this issue? Thank you.

I manage a SIM only account for my mother. Lately, she hasn't been able to make outgoing calls or texts, and we think her phone may be barred or has a restriction on it. The original number for this SIM was [redacted]9 but was changed back to her old number, 07[redacted]99. The Vodafone account and payments are under my name, Miss Naomi Guild. I confirmed all payments are up to date on the MyVodafone app. It's crucial we fix this problem so my mother can make calls. Thank you.

Hello, My name is Danut Vasilache, and I am experiencing very slow 4G and 3G data speeds on my phone for the past couple of months. I used to have excellent data speeds before this issue started happening. I have an unlimited data plan and pay £88.00 per month. Could you please look into this matter? Thank you, Dan.

Dear Sir/Madam, I am reaching out regarding my device locked to Vodafone. After receiving the NUC code and following the instructions, I encountered an issue with a "Sim network PIN blocked" prompt requesting a Sim network PUK. Despite contacting Vodafone multiple times for various PUK codes, each attempt to unlock the network was unsuccessful. The message "Network unlock request unsuccessful" continues to appear. I kindly request your assistance in resolving this matter for my Samsung Galaxy S8 Edge with the IMEI (MEID) numbers [redacted][redacted]/98 and NUC code [redacted]9. I am hopeful that you can provide a solution to this problem. Warm regards, S.A.C. Sahnas Aysha

Hello, I am writing to address a contract issue concerning my iPhone XS Max under contract with you for just over a year. The phone is experiencing technical errors following a failed software update, causing it to lag and crash. After seeking assistance at the Apple store, I was informed that it is a software issue that cannot be resolved, leaving my phone frozen during update attempts. This has been very problematic for me. Upon visiting the Vodafone store in Aberdeen, I was disappointed to learn that I would need to purchase a new phone and contract, as well as pay for the remainder of the faulty device. I believe that Vodafone should honor the warranty in this case. Given that the issue arose within the first year of ownership and considering the distance to the nearest Apple store, I am seeking your assistance in replacing the defective device. I have been a loyal customer, and I believe this situation should be rectified. Best Regards, Billy G. A/c No. [redacted] [redacted]8 [redacted]

Hello, I am Bogdan Nistor. I need to pay some outstanding invoices but I don't have a Vodafone account anymore. I had issues with Vodafone's system and was able to close my contract early through Carphone within the first month of getting the phone. Carphone tried to close the contract with Vodafone, but they refused. The invoices kept piling up, so I reached out to Revolver for help. Carphone, with Revolver's assistance, sent me a check to cover the bill. Now, I am looking for an account to pay the invoices and to rectify my credit score, since the situation was not my fault. If necessary, I will consider legal action against Vodafone and Carphone due to the negative impact on my credit score. Thank you.

My SIM card stopped working around September 4, [redacted], which I thought meant my 12-month contract with Vodafone had expired. Unable to renew the contract with Vodafone, I switched to another provider and discarded the old SIM card. However, I noticed that Vodafone continued to deduct payments from my bank account. I wrote a letter to the Customer Support Manager on November 2, [redacted], explaining the situation and the overcharges but have not received a response. Consequently, I decided to cancel the direct debit. Recently, I received an email requesting a top-up for the account. Over the past 12 months, fourteen payments were deducted from my account starting on October 5, [redacted], and continuing until November 5, [redacted]. Unfortunately, I am unable to access my account as I cannot recall the login details. Best regards, John P.

Subject: Response Required for Account No: A9AQ626R To Whom It May Concern, I am writing in response to your recent communication regarding account number A9AQ626R, which you allege is owed by me. I wish to highlight that I have no recollection of any outstanding debt with the mentioned CREDITOR. I am well-informed about the regulations outlined in the Consumer Credit Sourcebook by the Financial Conduct Authority (FCA), particularly the guidelines concerning disputed debts. As per the FCA rules: - A firm must not disregard a customer's assertion that a debt is settled or contested without providing clear evidence to refute the claim. - If a customer disputes a debt, the firm must pause collection actions and investigate the matter promptly. - It is the responsibility of the firm to confirm the customer's identity or the correct debt amount in case of a dispute. - The firm must inform the customer about the outcome of the investigation into any disputed debt. Failure to suspend collection efforts during a dispute is considered unfair practice, while persisting with unjustified payment demands may be viewed as harassment. I respectfully request that you cease all communication regarding the mentioned accounts unless you can substantiate my liability for the alleged debt. Kindly confirm in writing that this issue is resolved. Otherwise, I may escalate a complaint to the appropriate authorities and regulatory bodies. I anticipate your prompt response. Sincerely, Anas Elsayed

I am very interested in Vodafone broadband. I need an estimate of the speed I will receive. However, when I enter my phone number, I receive an error message. This issue has occurred on other websites as well. It seems there is an ongoing problem with my phone number or address that hasn't been resolved. I've only been directed to the sales team, which hasn't helped. It appears to be a technical issue unless it's intentional to direct customers to the sales team. The error message states, 'Sorry, there's a problem. Looks like something's gone wrong. Please go back and try again.' Unfortunately, the online chat hasn't been beneficial. Due to my hearing impairment, I prefer not to make phone calls. I'm simply looking for an estimate of the speed I can expect from Vodafone broadband to make an informed decision. Thank you. Mark T. 22 Bigby Street Brigg DN20 8ED

I would like to file a complaint regarding the customer service interaction I had over the phone. Despite clearly stating multiple times that I only wanted broadband service and explicitly did not want a TV box, the representative seemed to have not registered my request. Shortly after, I received both a router and a TV box, contradicting my instructions. I am concerned if this is a tactic encouraged by your company to push TV packages onto customers. This experience has led me to consider terminating my broadband service. I would like to continue using my Note 10+ 5G. I hope this matter can be resolved satisfactorily. Thank you.

I recently returned from Thailand, where I only used my phone three times, with flight mode and data roaming off for the majority of the time. Vodafone informed me that I could use my phone normally for an additional £6 per day. As I used my phone on three days, I expected my bill to increase by £18. However, I was surprised to see my bill is actually over £50 more expensive this month. I have attempted to contact customer service without success. I kindly request your assistance in resolving this issue promptly as I took precautions while using my phone abroad to prevent unexpected charges.

I have been disputing my final account with Vodafone since July [redacted]. Last week, I contacted the collections department and was informed that if I paid £33 over the phone that day, the remaining balance of £[redacted].29 would be written off. I made the payment as instructed, but did not receive a payment receipt due to my line no longer being with Vodafone. I have attached a PDF of the payment made with my debit card. I am unsure if my account is now settled. Additionally, upon checking my credit file, I found the account was defaulted on 1st January [redacted]. The agent I spoke with acknowledged the billing error, apologized, and explained that the termination fee was incorrectly quoted for only one of the two lines I had. This mistake impacted my credit score significantly. I am inquiring if Vodafone will rectify this default that occurred in error.

My wife currently uses a Lumia [redacted], and I recently purchased a new Nokia 1 Plus for her at the Vodafone shop in Bishop Auckland. Her mobile phone number is [redacted]7, and we share the same email address. Since the Lumia [redacted] has a micro SIM card and the new Nokia 1 Plus has a nano SIM card, we were informed at the store that WiFi data couldn't be transferred from a Windows phone to an Android phone. They mentioned that transferring the phone number and any remaining balance would need to be done by the service provider. Could you please assist with this before the 24-hour deadline ending at 11:00 today, February 14, [redacted]? If the transfer isn't completed by then, we will have to visit the Vodafone shop ourselves.