Vodafone (UK) Customer Service Issues

I have been a subscriber to Vodafone OneNumber for over 2 years, using it for the data plan on my Apple Watch Series 3. Despite not purchasing the watch from Vodafone, I had been paying £5 monthly on a 30-day rolling contract for the service. Recently, I contacted Vodafone on September 18th to transfer my OneNumber service from my Apple Watch 3 to my new Apple Watch SE. I was assured the esim swap would be completed within 6 to 24 hours. After 2 days passed without the transfer occurring, I faced difficulties in obtaining a clear explanation for the delay. Vodafone cited issues updating the EID number for my new watch on their system. They eventually suggested canceling my current subscription and creating a new one, which they did. My Apple Watch SE is now connected. However, I am dissatisfied that Vodafone unilaterally placed me on a new 30-day rolling contract at £7 per month, a £2 increase. I had simply expected to transfer the service to my new watch under the existing terms. As a loyal customer of over a decade with multiple lines and home broadband, I feel taken advantage of. I request Vodafone to revert me to my previous £5 per month contract at minimum.

Dear Sir/Madam, I visited your Southend-on-Sea branch on September 4, [redacted]. I had purchased a sim card and requested the 'Pay as you go' plan for my phone to use at our holiday home due to signal issues with our smartphones. After researching the tariffs on your website, I confirmed with the assistant that I would receive the plan. I paid £10, topped up on September 23, only to find out I was on the 'Pay as you go bundle,' not the plan I wanted. Our phone is 2G and does not require data, so this plan was not ideal. I have tried to open an account to top up online but encountered issues entering my phone number. Why am I being asked for a Vodafone number instead? I kindly ask you to switch me to the 'Pay as you go' plan as requested and reimburse the funds lost due to the error on Vodafone's part. Yours truly, Jack A. Smith

Hello, I'm David Dorrington. I have two iPhones with Vodafone, one on a contract and the other on pay as you go. Recently, I spoke with Craig from Vodafone who suggested merging my pay as you go phone onto my existing contract. I received a new sim card as part of the transfer process. I've successfully set up the new sim and requested the transfer of my pay as you go number, which is scheduled for tomorrow. However, I received an additional sim card this morning which has left me puzzled. I'm unsure if I should return it or keep it. I hope this won't cause any billing issues. Any guidance on what to do next would be appreciated. Thank you, David Dorrington.

I have struggled for hours on the phone with Vodafone's customer service over the past couple of years without receiving the substantial refund promised due to being missold my original package. Despite speaking with different teams in different countries, each representative has been kind, but overall, my issue remains unresolved. On February 28th, [redacted], I was reassured through a text message from Manar that my case would be handled promptly, yet no progress was made. In October [redacted], after growing impatient with the ongoing situation, I took up the offer to terminate my broadband contract early, leading Vodafone to owe me even more money. Despite numerous attempts to secure the refund, including a message instructing me to call to confirm payment, I have been unable to get through due to long wait times exacerbated by the pandemic. The situation is documented under my customer records for phone number [redacted]. I have even completed surveys requesting contact but have received no response.

I have been struggling to obtain a promised refund from Vodafone for quite some time, despite spending numerous hours on the phone with their customer service. In February [redacted], I received a message from them stating they were addressing my case and would refund the money once they reviewed the call. Unfortunately, the situation worsened, leading me to switch from Vodafone broadband to BT. Even after terminating my contract with Vodafone due to a price change, they continued to charge me for broadband services I was no longer using. Since my mobile phone contract is still with Vodafone, I couldn't cancel the direct debit, resulting in continued charges.

I am unable to access my voicemail from Switzerland. Despite receiving notifications about new voicemails, I encounter issues when trying to call +44 [redacted] from various phones, including [redacted]6, Swiss mobiles, UK Vodaphones, and UK mobiles. The problem seems to lie with the Vodafone voicemail number itself. I have spent extensive time on chat support, calls to customer service, and even through customer complaints, but all attempts to reach the technical department have failed. I seek assistance in resolving this issue in order to access my voicemail at +[redacted]21. Thank you for your help. - Michael Oaten

I tried to add £50 to my account on the company's website on October 2, [redacted]. After the site blocked the transaction, I opted for £15, which went through successfully. However, upon checking my bank statement, I noticed that £50 was charged instead of the intended amount. I contacted the company twice by phone but experienced poor call quality. During my first call, I was informed I would be refunded within 10 working days, but this did not happen. On my second call, I was advised to visit a local store with my credit card statement and call back since a note was supposedly left on my account by Pete. Despite my efforts, I am currently unable to reach the company for further assistance. Can anyone here provide guidance on how to resolve this issue? - K. Fairbrother

I am a returning customer who exceeded my Internet allowance and was put on a care plan. I called to inquire about my remaining debt, as I believed it should be nearly paid off by now. I provided my name as Adam Ringe and the first two digits of my PIN number. The operator mentioned that my debt had been sold to an outside company despite me being on a care plan and making regular monthly payments without issue. I seek clarification on my current status and the exact amount I still owe. When I was previously informed about a year ago, I was assured that I was making progress and nearing the end of the debt. I want to understand where I stand now. I do not have any CCJs on my record, indicating that the debt should be decreasing with my monthly payments. Please contact me promptly at [redacted] Thank you.

This is Graeme Henderson regarding my recent address change and service activation issues. I moved to my new address on 14th Aug [redacted] and followed the advice to cancel my old contract for a new one starting 28th Aug [redacted]. Unfortunately, the activation did not happen as planned due to BT Openreach delays. Despite several promised activation dates passing without service, including the need for an engineer visit unresolved, no progress has been made. Frustrated by the lack of internet and phone service while paying for it, I eventually requested contract cancellation. To my surprise, a bill for £[redacted] was sent instead of a refund as promised for the non-functional services. Despite numerous calls and unsuccessful attempts to address this online, the issue remains unresolved. I urge a correction to the bill removing the erroneous charge and refunding the fees paid for the inactive service. Thank you.

To whom it may concern, I am writing to express my frustration with a recent issue I have encountered. I have been a loyal customer of Vodafone for many years. I upgraded my phone in April [redacted] under the impression that my new phone would be on my existing contract and number ([redacted]3). However, after my daughter used my old iPhone, she discovered it was on a separate contract ([redacted]4), which I was unaware of. I have noticed that there has been minimal activity on this additional mobile number over the past 6 months, indicating my lack of knowledge regarding this contract. I believe I was misguided into this agreement and would appreciate it if this matter could be investigated promptly. My account number is ([redacted]), and I am considering seeking legal advice if necessary.

Dear Sir/Madam, My name is Latifat Yetunde Fariogun, and I live in Flat 38 Jacobs House. I never signed up with Vodafone, yet on March 18, [redacted], they billed me under Mr. Latifat Fariogun. Then, on June 1, [redacted], Zinc Group demanded a late payment. I spoke to a Zinc Credit Management agent months ago regarding Vodafone's incorrect bill. The account is fraudulent as my name is Miss Latifat Yetunde Fariogun, not Mr. Latifat Fariogun. Vodafone's mistake has negatively impacted my credit, although I have no association with their network. I request your urgent attention to rectify this issue. Thank you for addressing this matter promptly.

I am an 80-year-old user with a Vodafone PAYG plan on a Samsung mobile. My daughter got me a new Sim-free Alcatel1 ([redacted]) phone. I want to keep my old phone but use a new PAYG SIM card in the Alcatel1 to contact a few family members occasionally. I need advice on the right SIM card for this phone that I can purchase online, as I live on Mull, an island in Inner Hebrides, and cannot travel due to Covid.

Subject: Inquiry Regarding Billing Issue for Account Number [redacted] I am reaching out to address a concerning issue regarding account number [redacted]20 affiliated with phone number [redacted]-[redacted]-[redacted]. Recently, I have received payment demands from CCSCOLLECT, which has left me perplexed. For over 20 years, our bills have been diligently paid via direct debit from our National Westminster account without interruption. It is puzzling that you have now redirected the payment demands to CCSCOLLECT without any notification or explanation. Additionally, there seems to be a lapse in bill issuance from your end for the past year. I urgently seek clarification on these matters to rectify the situation promptly. Your quick response and resolution would be greatly appreciated. Thank you for your attention to this matter. Best regards, S. Blumenfrucht

I have a Mobile and Broadband contract with Vodafone. I relocated from a London address in August, and the new tenant wished to continue the broadband service, which I arranged with Vodafone. On 24th September, I had Vodafone switch my wi-fi service from a different provider. However, in both October and November, I have been billed for two broadband connections each month, even though the tenant in London is already paying for one. Despite Vodafone agreeing to refund me in October, I have not received it, and they have billed me for both connections again in November. Despite spending an hour trying to resolve this with no success, the staff have been polite but unable to assist effectively. They mentioned sending an email for me to respond to, but I have not received it, and I am only receiving automated messages from them. I recently found an email from 19th August confirming the transfer, even though Vodafone had no record of it. I hope to avoid using their chatbox again and seek a resolution with their team members.

I recently switched service providers from Vodafone to Airtel due to a decline in service after Vodafone merged with Idea Cellular. I have closed my Vodafone account and need to settle the final bill. Unfortunately, I am unable to speak to a customer service representative directly as I could with Idea Cellular. Kindly send me the last bill for phone number [redacted] to my email [redacted], and I will make the payment promptly. Thank you. Sincerely, Albert De Souza.

I have contacted Vodafone through chat multiple times to address my concern regarding the slow speed of my Giga Cube compared to the amount I pay for unlimited broadband each month (£50). Unfortunately, the issue has not been resolved, and I have not been presented with any alternatives or compensation. I have conducted several speed tests at different times in and around my house to verify the broadband speed issue. I am willing to escalate this matter to an ombudsman if it is not resolved promptly. Thank you, Julie M. Vodafone Contract No: [redacted], Phone Number: [redacted].

Subject: Request for Mobile Usage Statements and Refund Status A/C # [redacted]7 I am seeking access to my mobile usage statements for the PAYG account linked to mobile # 07[redacted]24 for the period starting from March [redacted]. I am encountering difficulties with the 'My Vodophone' app in locating details of calls and expenses. Additionally, there was an erroneous charge of £30 on my credit card that was promised to be refunded. Despite various attempts via email, texts, and phone calls to the customer service department, the refund has not been processed. During a call at 15:30 on April 24th, Hussain, regarding complaint ref: [redacted] from April 17th, confirmed the refund yet it has not reflected in my bank or credit card account. I have noticed a credit statement of £28+ linked to my account. I seek clarification on the date and time when the refund will be credited to my credit card. Thank you. Terence Walker

I recently requested a network unlock code from Vodafone but was denied due to their policy stating I have not completed 30 days with them yet. I believe I have been with the company for the required period. However, my attempts to contact Vodafone proved futile. Their "live chat" feature is run by a digital assistant named Tobi who seems more focused on providing irrelevant suggestions rather than addressing my concerns. The [redacted] help line is no better, as it is manned by another unhelpful digital assistant. The lack of human interaction is frustrating, and this automated response system is more suited for a sitcom than real customer service. I urge Vodafone to either increase human staff, improve their automated responses, or consider my case separately to provide me with the unlock code I need. If all else fails, I simply request clarification on the duration they believe I have used a Vodafone SIM card.

Boa noite, Venho reclamar que no domingo, dia 22, carreguei o meu número com 5 euros, como faço todas as segundas-feiras, mas desta vez retiraram o dinheiro no domingo e não renovaram nada. Fiquei surpreso ao acordar na segunda e encontrar meu cartão bloqueado por falta de pagamento. Após carregar novamente, foi desbloqueado, mas não recebi os 10GB da Yorn X. Quero uma explicação. Além disso, dei um dos cartões a um membro da família e ele não recebeu o SMS de ativação, e o número não foi ativado. Peço que resolvam isso o mais rápido possível, sem desculpas. Já tive problemas semelhantes no passado com outra operadora e mudei para vocês por este motivo. Espero uma rápida resposta e uma análise completa dos dois cartões. Boa semana.

Hello, I wanted to inform you that we moved out of 54D Greenbank Street on 01/10/[redacted] and transferred our Vodafone services to our new address at PR5 6LT starting from 02/10/[redacted]. Unfortunately, there seems to be a disconnect within Vodafone, leading to multiple incorrect deliveries of our new Vodafone hub to the old address, as well as a billing issue persisting for 54D Greenbank Street in our banking details. I have already contacted Vodafone to rectify these errors and receive the refund owed to us. We have not terminated our services with Vodafone, but simply relocated. I notified the appropriate Vodafone departments in September of our move, and the broadband was successfully set up at PR5 6LT on 15th October. I hope this message reaches the relevant individuals to resolve this situation. Regards, 6 Mounsey Road, PR5 6LT. You can reach me via email at [redacted].