When we knew we were leaving the UK we wrote to Vodafone in March telling them we would be leaving at the end of May. So they disconnected the phone in April and asked if they could be our service provider in our new home. What part of moving to Canada didn’t they understand ?
The phone was reinstated but then they forgot to cancel it when we did move out. As a result we were being charged line rental and phone calls for the new occupier. We were able to cancel the direct debit and get the payments credited back to Pete’s bank account.
Now Vodafone were totaly confused and started sending threatening letters about non payment. I in turn emailed their customer services dept who treated each email as a new issue rather than look back and see what was said on the last email.
Eventually they put the bill with a debt collection agency but the only contact method they gave the agency was my old mobile number. Luckily although I had cancelled the contract on the mobile I had kept it as pay as you go number for emergencies and saw the text message.
Finally I saw there was no alternative, I had to phone them up and hope that there was inteligent life in a call center. I did manage to get one guy who sounded like he knew what he was doing. He agreed to phone me back at work but couldnt get through. Apparently although I gave him my phone number and told him I was in Canada he didnt know that he need to put 00 in front of the number to make an overseas call ! ( You would think working for a telephone company should have known that, unless it is different in Ireland)
After a few more calls and emails they agreed to and 84 pound credit and the bill would be re issued in January. No they could not post me the bill as they werent allowed to send them out of the country and no they couldnt email it unless it was as reply to one of my emails. Why didn’t I look on the my account ? because they blocked the account when it went into arrears.
On the appointed day I sent an email to customer services to ask for the bill only to be told the customer services email address had been discontinued and any enquiry would have to be made via the contact form on their web site.
To use this form you have to give your vodafone moble number. What if you dont have a mobile from them ? Is this just a way of cutting down complaints by making it more difficult for people to complain ? Why not improve the service you give your customers ?
At the end of January I finally got another bill……….for exactly the same amount they were trying to get from me last November. After few emails and I got a bill showing the credit had been applied. I phoned up to make payment by credit card only to be asked to pay the full 136 pounds ie with out the credit. How I kept my cool I dont know especialy as the call “was being recorded for quality control and training purposes “.
All I can say is they are not recording enough as their staff seem to lack both trainig and competance, and their whole organisation seems deficient inthe quality control department. We are not surprised they are axing over 500 jobs, why not axe all of them ?
Conclusion if you are thinking of taking out a contract with Vodafone DONT .