Complaint Letter to Vodafone

, posted: 10-Oct-2007 18:35

Yes, I know I'm being grumpy, but this just rubs me the wrong way so I figured it was time to do something about it. Below is a copy of the letter which I just mailed to Vodafone Complaints (yes real physical mail as their help desk recommended).



10 October 2007

From:

Adam Shand
[personal details removed]

To:

Vodafone NZ Ltd
Complaints Department
Private Bag 92161
Auckland

To whom it may concern;

My wife and I have been Vodafone customers since we moved (back) to New Zealand in 2003. In general we have been happy with the products and services which you have to offer. Recently you sent me email suggesting that we consider changing our plans to your new Mega and TXTer plans. The bestmate option sounded like it would suit my wife and I perfectly and I went to your web site to find out about changing.

I was stunned to discover that after being a Vodafone customer for over four years, in order to change my plan I had to re-commit for an additional 24 months contact!??! I simply cannot believe that you would try and lock a loyal customer into a two year contract simply for changing plans.

Even though I have no interest in changing my mobile provider, by forcing me to commit to a long term contract in order to change my plan, you guarantee that I will now investigate the offerings from the other mobile providers. Why would you do that?

Please understand that 24 months is a long time in the real world. In that time I could be overseas or I could have changed jobs and no longer require a personal cell phone.

Coincidentally, I was also interested in purchasing a new Nokia N95 mobile. Out of curiosity I phoned your support desk to verify that I had understood the 24 month contract requirement correctly (they assured me that I had) and to ask if by purchasing a new phone through you if I could get around the requirement for a new contract or at least get a discount on the phone (like a new customer would). They said that no such offer was available.

I encountered a similar lack of respect for existing customers when I went to sign up for your business plans earlier in the year. While I was investigating your plans the sales person informed me that non-Vodafone customers who sign up for a new business plan get $500 towards a new phone, while existing Vodafone customers get nothing other then locked in to a 24 month contract. At the time I didn't have the time to formally complain, but it did stop me from signing up with Vodafone as a business customer.

To wrap up I really want to remain a loyal Vodafone customer but I am exceedingly frustrated by your attempts to lock me into a long term contract.

I beg you to reconsider how you treat your customers and *reward* us for our loyalty rather then punish us!

Yours in frustration,




Adam Shand.

PS. While I'm at it, why can Telecom NZ and Vodafone AU keep the clocks on their customers mobile phones on time, but Vodafone NZ cannot?


Tag(s):     






Comment by freitasm, on 10-Oct-2007 19:27

And you will probably receive a reply that will amount to "that's the way we do it anyway".

Seriously though, I thought of porting my Vodafone number to Telecom New Zealand, but stopped when I found out they too wanted me to sign a contract.

In other words, contract not only keep people locked in, they keep people locked out. Telecom, with this requirement, instead of getting one new customer (and one less to Vodafone) simply maintain the status quo.

Brilliant...


Author's note by adamshand, on 10-Oct-2007 20:00

Yeah, I can't say I have high hopes, but I figure they at least deserve a chance of retaining my respect.

Why do companies have to suck? :-)

Adam.


Comment by stevonz, on 11-Oct-2007 08:40

It's lack of competition... and I hate to compare countries... but when I was in the UK *whew* they were falling over you to offer free or cheap handsets. They lock you in for a year & keep you as a customer by calling you up at about the 10 month mark to offer you another FREE phone for another 12 months... and I'm talking about Vodafone too!


Author's note by Adam Shand, on 11-Oct-2007 10:28

It's pretty much the same in the States, sign a 12 month contract and get a free phone (or a huge discount on an expensive one). Of course you also got free calls to all in network phones and a huge number of minutes a month, but ...

While that was certainly nice, I can live without it. It's the attempted lock in, and lack of respect for, *loyal* customers that makes me crazy, I just don't understand why they want me to look somewhere else (when I don't want to!!).

I'd actually be better off to change between Vodafone and Telecom every contract to get my free prize for changing, then I am to be loyal to one company.

When I left NZ for the States in 1997, the States was way behind in the game. Limited GSM, very expensive plans, nobody had mobiles. I came back after 7 years away and it was like stepping back into the dark ages ... nothing had changed!

[sigh] ...


Comment by taniwha, on 11-Oct-2007 15:46

does telecom also require a contract on new connections? last i checked it was only on their flexi plans.


Comment by paradoxsm, on 11-Oct-2007 20:38

Taniwha, Flexi and Freetime plans require contracts most of the rest have "open term" options available, Sadly the disconnection fees are even more hideous than Vodafone.

Adamshand, You won't get a reply, or if you do, it will be a form letter with blanks filled in. I disconnected my Vodafone mobile last week after being a customer for ten years and have not regretted it one bit. I do miss bestmate but it was only getting voicemail most of the time anyway.

Keep the clocks on their customers mobile phones on time: The local network had serious problems handling the regular stuff and the 3G network is a bad joke... this would burden it to breakdown!


Comment by SAVIO BORGES, on 20-Oct-2007 10:48

hi ....



iam a vodafone customer, i have nearly 3 connections & had a very good service but from last 2 months there is no network in our area i have registered as many complaint but action is been taken plz do the needful....



my number is 9819737034...


Comment by Chris, on 15-Dec-2007 11:36

So Adam, did you get a reply? I've written two complaints letters to them over the last two months regarding the same issue - overbilling/incorrect info provided re: billing and I've rung and emailed them and not had a reply. I'm wondering where I can go next???


Author's note by Adam Shand, on 15-Dec-2007 21:43

I did get a reply but as predicted by freitasm and paradoxsm it was a form letter basically saying "Very sorry you are upset but we don't actually care".  
Adam.


Comment by David Wright, on 27-Mar-2008 11:50

Yes the joy the fun the arrogance. I came back from overseas. My old number was still disconnected and I wanted it back. so signed up and I got it unlocked... However they gave it to someone else. vodafone and first mobile blamed each other. So I sent the following complaint in.. No response to data, as expected. Infact, I've given up now going with Telecom (yes the old leopard, new spots... I hope) who have really improved their customer service. Pain having to get a new number though.



I'm not just posting this for a type of revenge, but more a kick up the their backsides to start looking after customers. If only they spent part of that marketing budget on previous customers... oh well this is what I wrote:





Vodafone/First Mobile - hopeless!!!

I was a happy vodafone customer form many a year (old number 021499494), then you over charged me by two months, but that got sorted out, I could handle that. But I've come back to NZ, went to first mobile in Victoria St, Hamilton. Asked for my old number back, not a problem, it was locked and they would get it unlocked. The lady there tried, couldn't do it rang vf help desk, got given a smarmy answer about reading the manual (in front of me). Finally something was organised and the number would be available next week. So what happens? THE NUMBERS BEEN GIVEN TO SOMEONE ELSE!!! I get it unlocked and it gets reallocated to another person, unimpressed.

So after talking to first mobile again, they said they would "Dig their heels in" but no one rang me back. Rang vodafone today (spoke with Noreen) asked what vf would do to make me happy, said she would ring back at lunch time... still waiting.

This really is crap service.... I still ask what will you do to remedy this situation, I'm a reasonable person (who had organised business cards based on my old number) but hell I've never been angry at an organisation like this before. Please bring back the organised useful Vodafone, the one I chose because telecom were well like you seem to be now...

I realise I may not get my old number back, which really sucks but the least you could do is placate my annoyance and anger.

Maybe even ring me back???

temporary number xxxxxxxx...



Regards,



David Wright.


Comment by riwhia paewhenua, on 5-Jun-2008 13:27

Hi, awesome site. Browsing for a complaint "template" and found this. Much help and well done Adam. Problem with this country is too much whinging and not enough action. Yours and others letters represents at least 100 more unhappy customers. Many, who never do anything. Keep it up!


Comment by Paul, on 11-Jul-2008 11:10

I share your issues with Vodafone. I've been with them for a decade plus and I get the same issue with them! It's bizarre!


Comment by sukhjeet singh, on 26-Jul-2008 02:09

25-7-08

7.15pm

hello i am vodafone phone customer since 2 yrs i am very happy by using your service my relative change their prepaid no. to poaspaid we submitted all our documents to mini store at amritsar road at moga punjab(BALAJI ENTERPRISES) .After submition of all my documents my no. is not changed from pre to post .mr jatin who is owner of mini store wasted my time two months .after 3rd month i asked to please return my security of rs250 .till today he mr jatin is not returned my security .secondly,i pay my bill of rs390 to mr jatin he does not pay my bill at actual time due to this reason my outgoing service disconnected for 10 days .this is totally wrong that i pay my bill on proper time then my sufer from problems .so due to this reason i can,not pay my bill of rs 500 and now i uses new no.of airtel and happy .i you help me in returning my security i pay my bill .pls tell me at 9988182512 pls tell me whteher you do something or not


Comment by Coastie, on 8-Dec-2008 13:44

Geez thought I was the only disgruntled one. Their service is less than desirable and I have a $600+ bill that i can make no sense of at all 4 only being with them 4 2 months and no i haven't clocked that up in toll calls. I have no statement for the 1st month, in spite of two requests for it. The current account makes no sense of their billing. It's like figures are plucked out of the air! have had issues since the beginning with getting internet and have made numerous calls to sort it out...waiting time up to 2hrs sometimes...ridiculous! When i got someone they were unhelpful, didn't always follow up as promised. Only one person was helpful out of the 15 calls made!Been a nightmare. Everythings been logged and I was just sending

my completed complaint letter and came here looking for a template. Good to see I'm not alone.



I looked up Consumers Guarantees Act and they advised going to Disputes Tribunal if no response to the letter. It also explained my rights as a consumer of a service.



This is a good site, thankyou. sometimes it feels like everywhere you turn you're getting ripped off today. Good to share and helps toward doing something about it


Comment by mansi, on 27-Dec-2008 07:07

My worst experience began with Vodafone when I firstly activated my mobile connect services on 4 June 2008 on my existing number. After making a request to activate it I realized its too costly as compared to the free wi fi connectivity on my iphone, so, I wanted to deactivate it. Vodafone follows a procedure to activate or deactivate the services by messages. I sent a message to deactivate it but never got a confirmation. Then I called customer care to deactivate. They said it has been deactivated. My bad experiences with Vodafone underlines:

1. So I called to confirm it and got a respond that due to some technical problem you haven't deactivated it before but we will do it now manually and not by an sms. Then I never checked it whether it was deactivated or not.

2. I was on the scheme to get the bill on my mails, which mind it, they never send me.

3. Then When on 28 November, I call customer care centre to ask for my bills to be send for the last 4 months, what I see there is Mobile connect charges on me every month. (I have activated for 199 plan, and on the rocks they were charging me 499 every month.) Firstly they never send you a bill on your mails and then they over charge you on the services you have already deactivated. But now when I have asked the bills and have the records of the Last 6 months in which I was charged unnecessarily the amount every month, you are not cooperating with me.

Besides being an old customer of Vodafone, I am a member of Consumer court under the act Consumer Protection 1986.



I think you would be concerned and take the immediate actions for it.



Reference number: 1384006470, 1386858906, 1386856480, 138971988, 1393783506, 1392703088, 1392733790, 138971988.



Moreover when I talked to the senior executive at 111, name Sandeep, he told me that my problem will be solved. And for that matter I said I will wait to pay the bill of November so that I can get the refund.



Current Status; they say I won't get any reversals.



Please I would like to say the concerned authority that they should take some serious steps.


Comment by shane, on 27-Feb-2009 09:50

My business has been with vodafone for 10 months now and unfortunately we are locked into a 12 month contract. Since basically day 1 they have provided the worst service ever. Every 2 weeks there will be something new but I am still forced to pay for the slack service. But no one ever does anything its just a waste of time contacting them because they will just give me the run around untill it gets too much of a time waster for me to continue persuing.



Anyway I have 2 months left with them and I will definately be moving elsewhere.



Its good to know im not the only one though, I know people who work in 2 companies which are in NZ top 40 companies who say that they have the same issues with vodafone and will also be moving on from them shortly.


Comment by Reno, on 3-Mar-2009 12:31

Vodafone should be absolutely sued till it is completely bankrupt and banned from New Zealand.



I have never experienced such unprofessional, rude, non-english speaking Support staff ever!



Have written many complaints, none ever get any result.



I am fed up with this Vodafone and will do anything in my power to sue these idiots.


Comment by Fiona, on 4-May-2009 16:13

I have just returned home to NZ after a very long abscence and discovered there was no competition other than vodafone and telecom. Well as a very satisfied long term vf customer in Oz and in MANY countries overseas I went with them.



Prepay only as we don't do bills or contracts so I had to buy a phone from them as despite my Oz one being a vodafone one and having worked overseas in 22 other countries it won't work here! So, obliged to do so, I bought a new phone, paid the bloody exorbitant fee to start up of $35 with $5 credit and $10 when I signed up online. Well I got my lousy $5 but do you think they will honour the $10? No way, not on your life. Now I realise this is a piddling amount to most people but the priniciple here is I bought this service and they contracted to give me this further $10 and they won't give it to me. I have emailed 4 times and got .............nothing! Not until today when I got a generated response saying they are busy at the moment.



Quite frankly I am embarrassed to admit that the country I love so much is so far behind the rest of the world in telecommunications and service. American friends here (visiting yachties) also bought a prepay here and were subjected to the dismal service. He rang them to get some help and they hung up on him .... four times! Still took the $1 charge EACH TIME but they hung up on him. He is not happy and is now complaining to all who will listen about the lack of service. Not good for NZ tourism.



In Australia they fall all over themselves to give you freebies, good loyalty rewards, $2 for a sim card for a prepay, vodafone to vodafone minutes too. These vf to vf minutes accrue each time you top up. So if you top up with $50 you get 3 hours 20 minutes of these minutes to ring any other vf number and you only pay the flagfall of 20 cents and then you can talk for however long you have these minutes. I had accrued over 19 hours worth so for 20c I could talk to my son for 19 hours and something minutes if I wanted too. Here - I am slugged 89c a minute to call my Mum (another Vf customer) down the road in Taupo!!!



OK so we are all annoyed and quite frankly we have every right to be. In Australia there is an Ombudsman who will look into complaints that aren't being dealt with by the company. What rights do we have here? (Boy you can tell I have been gone a long time) Is there a Telecommunications authority? Who is the Minister for all of this? Adam you started a good site so why not pull all of us together and see if we can bring it to the attention of an overlarge, overly smug, non customer oriented business.



Lets get something going here - maybe Fair Go? I don't know but what ever it is I will gladly raise my voice about the lack of service. In a country that is so reliant on tourism and the dollars it brings we need to get this company to work better and harder and recognise that loyalty is a two way street.


Comment by Jan, on 15-May-2009 10:19

I too am frustrated with Vodafone - a customer for some 15+ years - I just called to take up an offer THEY sent me in the mail regarding a new phone with a set plan - (the phone was free and one got the first 3 months of plan free) - only to be told that I would have to break my existing 24 month old contract (which I am nearly 12 months into) at a cost of over $200!!!! and THEN resign up with the free phone for a new contract of 24 months! Unbelievable!!! I thanked the guy I spoke to for valuing me as a loyal, always pay on time customer (My mobile bill is usually in the vacinity of around $150-$200 pm)!! Oh well - Telecom here I come! UP YOURS VODAFONE YOU FREAKING SUX!!!


Comment by Steve Drysdale, on 15-Jun-2009 12:10

Yes, sometimes they seem to fly in the face of logic. Having recently purchased a 3G phone, I discovered I would be getting charged $10.00/meg for data on my current base 20 plan, and tried to upgrade to the next plan up. I was told this would cost me $100 to break my contract! Been the obstinate person I am, I will not access the Internet till my base 20 plan expires, that'll learn em!


Comment by Paul, on 25-Jun-2009 09:03

Vodafone have lost the plot.

Their customer service is pathetic and they need to define what service is and remember who the customer is.

I ahve been with them 9 years with a $200-300 average spend per month.

I raised some minor issues with regards to their text reminders giving the wrong amounts ONE YEAR ago and have no got any form of explanation nor apology everytime I HAVE TO RING THEM and go through it all again with a differnet person. I get promises of returned calls but they never do. No one gives me a straight answer.

Since then I have lost faith and actually checked my bills which have mistakes and incorrect info.

The latest issue I have is with calls dropping out frequently (which is supported by the XT issue that ended in court). Often when the call drops out I ring back and it directs straight to answerphone of the other person and I get charged. Furthermore the other person is charged. Work out how much they are making while they fob you off....


Comment by Thomas, on 21-Jul-2009 01:15

Stranger things happen and contracts are dubious as is the word customer care. These days the $ is almighty and get what you can if the customer falls for it without complaints or just submits the company wins.

And unfortunately a lot of the times the legal system or the consumer or Government groups are there justto place a band aid over the problem. Resolution in court may be the only answer for rip of merchants. Here is a recent event from a long term Vodafone customer. We are talking over 7 years of pre paid service.

This is 2009 July



Funny reading this blog I have a vodafone account ((prepaid only now)but June 2008 before going Overseas as we both had mobiles My wife and I decided to inquire about a roving mobile for emergency contacts back to Australia.

I went to a local vodafone shop and made inquiries regarding global roaming. You can not roam with a pre paid but we can offer you a month to month contract with a new number wife and I decided to inquire about a roving mobile for emergency contacts back to Australia.

I went to a local Vodafone shop and made inquiries regarding global roaming. You can not roam with a pre paid but we can offer you a month to month contract with a new number. So I asked a lot of questions and advised the store person that I do not want a contract that will lock me in or penalise me for the use of ther number as I already have a number. I was assured that you can quit ant y time with no penalty as if you do not pay you can not make calls. Sounds simple enough but what if I hang on to the number for a while after our holidays. No problems just use it as you would the prepaid. with the added function of web or Internet at an extra $10.00 the plan I suggest is a $20.00 package. I agreed and gave the rep my details and account number so the initial $20.00 can be taken out of the account. After returning from Europe Where we could not use the global roaming but had to use the local pre paid sim cards I decided to hold on to the number for work reasons. This was my first mistake. The second was trying to have this deducted from my account as I had to sort out problems on at least 3 occasions. I decided to just pay calling 1555. Then I tried to set up a web Internet service on a Motorola L7 with the first email I have received from Vodafone from memory ever I tried the instructions and noticed there was information missing and the phone set up could not work. I then called Vodafone again and after a few tries and waiting for ages I finally gave up. After a few months I called them up and advised that I do not wish to have the web/browser service (Vodafone live) as I am paying an extra $10.00 but can not use the service and I have no job as I have decided to return to College to study. As a matter of fact I believe I advised the helpdesk person that I was also having problems with the phone and there were calls barred on the phone. "Well that is probably due to the fact that we can not get payment from your account". I advised that I had just recently been through this with Vodafone. And gave them account details as well as advised them that my card had been renewed by the bank and the only difference is that expiry date was changed to 2011 from 2009.

I decided to tell the helpdesk person to cancell the web browser and the number I will probably not use as I have a prepaid account. This is January 2009. The only letters I reciieved from Vodafone are rthe ones I got advising me they were going paper less and that details can be obtained from the Vodafone site. But I had prioblems accesing the personal account details and after trying with 4 different passwords I decided to call it quits. I had accessed my account from Vodafone previously on at least 8 occasions and printed out the call details. But after missing a few months I could not get the details to go back far enough so I stopped this practice due to lack of time. Shift work was not helping and I had to wait to be at home to access the Internet. So Due to my preoccupation with College I left the Motorolla telephone in the bed room and despite only rying to use it once "I called 1555 but was advised that I can not get customer service and there were calls bared" I left it. 1555 then 7 no longer works with Vodafone (This is no longer an available option. Going about my business and trying to enjoy my holiday my wofe opens a Vodafone envelope and THERE IS A FINAL NOTICE OR WE WILL INSTRUCT OUR RECOVERY PEOPLE TO TAKE ACTION. $292.06 OWING ON AN ACCOUNT I HAVE NOT USED FOR ALMOST 6 Months. Remember I could not make calls if there was no payment made as there were call baring in place. So NOW I call the Vodafone peple up. And it has gone to 318.02 dollars. So I try to explain that this account was a month to month and it had not been used for months as I took the liberty to talk to customer service and ask them to stop taking out money. But the account was still active and I advised there were no calls made except to VOdafone as I had call barring. That was due to your account not being payed. Yes but if there was no money in the account and I could not make calls how can I owe you this much money? Because your account was still active. But you just admited there were calls barred and I could not even call Vodafone until I paid as the 1555 and 1511 options were only allowing me to pay and nothing else.Vodafone "Uhm That's not true you could make calls. Customer No I could not I tried and left the phone upstairs with out charging it. And this was only a $20.00 per month how did you get to $292.06 oh hang on $318.02. Vodafone manager " So how would you like to pay this I will transfer you to the collections department. Customer, I just talked to them and they transfered me to you. Vodafone help desk manager I can't help you I can transfer you to pay the3 account. Customer losses it and swears at the Helpdesk Manager telling him " I will see you in court and I would like to see where in the contract does it say I have to pay for a service I could not use or did not use. Particularly after I have been in contact with you. What happened to the first warniung? or an email. Vodafone " we were sending you emails" Customer where? I get emails from Ness Security, From other companies and can send and recieve but only one from Vodafone. (Vodafone obviously doesn't send them).

College started January and I carried the phone for a few weeks then decided I would leave it as I wasn't and couldn't use it. Used the prepaid service a few times as I have paid the $(.00 and $29 caps and left it as that until I saw the FINAL NOTICE DEMAND.

Well $20.00 x 4 months =$292.06 and a threat to have commercial agents collect money from you. After talking to the Telecommunications Ombudsmans Office and being given the right number to call I was given the option to have this fixed. Now The offer is $110.00 YOU OWE US and how would you like to fix this? I will send you a letter.

So I will wait for the $110.00 bill to arrive from vodafone.

Just be very careful it appears that the recession is causing these companies to try and use methods they did not resort to before to sting customers for cash.

Very UNHAPPY CUSTOMER.


Comment by Matt Gardner, on 16-Oct-2009 09:41

Gaaahhh! Vodafone are doing my head in! In June I cancelled my account - assuming (incorrectly that would cover my cellphone AND my awful Vodem), but Noooo, they cancelled the mobile (because Telecom took over the number for me and I got a nice phone), and kept on charging me for the Vodem.

Problems started when I went to Australia, used the Vodem for 2-3 days and ended up with a $700 bill!

Horrified at the cost I called Vodafone to complain about the charges (around $10/MB) and asked what they could do about it - they said "that's the charges" - so nothing really. That's when I decided I'd be better off with another provider - no way did I know what the charges would be, and no warning was issued by Vodafone (Telecom issue an advisory every time you try to connect while roaming about extra charges).

I consider these "extra charges", especially at the rate Vodafone charge (Telecom's roaming charges are cheaper) to be outright theft - but that's just opinion.

Frankly, connecting to Vodafone in Australia, using a Vodem supplied by Vodafone in NZ (or anywhere else in the world) should be same charges - they can do it for their domestic markets, but not for their traveling customers - come on, give us all a break!

I shall never return to Vodafone - they suck! And I'm happy to tell the world they do. They offered no nice discount (if they had they might have retained a customer), they didn't close the account when requested (so 30 minutes of call time later it's finally over) - and they still want to charge an early termination fee - go fly a kite Vodafone!


We've spent $thousands with Vodafone over the last few years (as they were the only real competition in NZ), but now the fur is flying with new mobile providers battling for market share - good riddance Vodafone.

My advice, get out as soon as you can.


Comment by coastie, on 3-Nov-2009 20:31

Well since my last blog here things have gotten worse. 7 letters LATER that still not responded to and now theyv sent us to the collection agency! AND they're just as bad!rang and told them the account was under dispute and vodafone hasn't even bothered to write back or send what we requested, (which was the first account!) I then sent all the letters to the collection agency as they requested and now theyre mucking us around. I was going to go to disputes tribunal before but just haven't had a chance to do it because LIFE happens and I'm sure thats what they count on so we get too tired to fight and just give in!

HAS ANYONE OUT THERE GOT ANY ADVICE PLEASE?


Comment by sushree kanta peda, on 30-Nov-2009 20:46

Hi ,

I am using vodafone in Bangalore, I had recharged for 119 which plan is 50paisa in all over India and 100 free sms per day. It was working for for 1st month (after complaint), Again it started charging for local sms 50 paisa per sms. Daily i am calling customer care, they are replying sorry it will be active with in 24 hours. I am using this number +91 9886108533 from last more than 5 years. I was not expected like this. I dont know how Vodafone is behaving to the customer. No proper plan no proper work for helping customer. Everyday i am loosing minimum 15 min from my time against this plan talking with customer care, but still no result. I am really very surprised to see this kind of behavior of Vodafone, Now m blaming VODAFONE only even i used this network from last 5 year.
Please do the needful ASAP. and please do something which helps the customer care ASAP.

Thanks & Regards,
Sushree Kata


Comment by leighanne sanders, on 15-Apr-2010 10:26

i have had a contract with voadafone for about 4 months and i have had trouble since i have got it. it broke when i first got the contract phone and ever since the same problem has been happening again and sagin and again. i take it into the voadfone shop and all they say that they have to send it off for repair which i think it a bloody joke. i have sent it off about 7 times and it still does not work. i have asked for a new one and they say we can not do that. i dont see why not because the phone is not working and and i dont think i should have to keep sending the phone off. i would like something to be done because at the moment i am a very angery customer ill never get a contract with voadafone ever again. its a disgrace.
i would like it if you can give me a call on 07538476540 if i leighanne sanders is not avaiible would you ask for harry samain thankyou looking forward to here from you.


Comment by furious, on 13-Aug-2010 17:06

I have been a customer of vodaphone since 2007 as my son asked for a cellphone. the contract was two years and after that it was cancelled in 2009 and was then prepaid. Last month while I was on holiday in austlia my husband rang and to me of a letter from debt collection regarding an unpaid bill with vodaphone. He tried to call them and asked to explain as our family now has not used a cell phone for over a year. He was not allowed to question them as his name was not on the contaract. On my return I called the debt collection to ask for clarification on the bill as I remembered I had no overdue payment with vodaphone, not over a year. Debt collection then informed me that vodaphone would be contacted to send me a statement. I waited for over two weeks but nothing came. Then I thought oh! it must be a mistake. To my surprise, I received another letter from debt collection this week, demanding payment plus extra collection charges of $120 or a bankruptcy of $1165. I was shocked and very very upset. Was this a threat or some stupid mistake? I called debt collection again who then gave me the vodaphone number to call. The person that I spoke to on the phone asked for my cellphone number which I just couldnt remember as it was over a since we last used the phone and beside there was not cell phone number of the letter from debt collection. he must have sorted out with the company and then yesterday I received for the first time after a year a statement. It says I had an overdue of $112 on 2 April 2009 then on the 3rd May 2009 there was a credit of $36. So my unpaid bill is $76 and few cents. It was confusing and very complicated of how I never received a bill all over last year until July 2010. And of how I had a credit on May when there was an overdue payment on April. Is this make any sense????
$76 is only a small amount which I can pay straight away, but I am disappointed that I would have to waste my money on something that I believe is not right. Why havent I recieve statements over last year and all of a sudden I was referred to debt collection. And we all know that if Debt collection has anyone name on their records it will stay there for five years??? so why would I being treated this way.

a very disappointed customer.


Comment by Marjorie, on 30-Oct-2011 19:15

Hi There, i was just emailing you that i have topup my vodafone last week through internet online and it still not on my account, i have topup from my kiwi bank account, could you please let me know why its not through yet, thanks Marjorie.


Comment by Rajat Sahu, on 5-Feb-2012 04:58

My mobile number is 8982818863. maine calertune activet karwai par maine jo song select kiya tha wo nahi lagaya. maine jab complent kiya to unhone deactivate kar di or balence bhi wapis nahi kiya harami hai faltu mai koi si bhi service activete kar dete hai.


Comment by Alan Coad, on 28-Feb-2013 12:24

Your vodaphone coverage is up to crap, for 3 days now both my fiance and I have had no coverage unless your service improves we will be moving to a better network for proper usage. Without having a home phone family cannot get through on the vodaphone mobile


Comment by Sandy, on 23-Nov-2013 09:46

Dear vodafone, A sales rep convinced me to switch from telstra clear to a vodafone mobile. I was texted a day and time this switch would happen. It was lunchtime, yesterday.... It still hasn't happened. You own both companies! It really shouldn't be that hard. Sincerely, Regretting shift to vodafone and wondering if your failure is a breach of contract.p.s. I would have submitted this directly to you but your website complaint form wasn't ipad compatible.


Comment by H, on 5-Apr-2014 17:00

I am currently a Vodafone customer and have been for the last 6-7 years, but not for much longer. Received a call from the Vodafone call centre 2 weeks ago saying the plan I am currently on is not giving me best value for money and that they would like to offer me a better plan for the same price, 250GB of data + homeline and 5 best mates for $90.00 per month, but any data usage over 250GB will be charged at $1.00/gb or part thereof instead of just slowing down my connection as currently happens. I did not agree to this and I opted instead to stay with my current plan.Two weeks later and I receive a letter from Vodafone saying they are offering me a great new deal as the plan I am currently on is not in my best interest etc...same as phone call.....except this time the letter informs me that Vodafone are shifting me across to the new plan (in my best interest) on May 1st.....I don't need to do a thing or worry about a thing.I Phoned Vodafone to say I don't want to change plans only to be told by a person in an overseas call centre that my current plan is being "grandfathered" and I will be forced onto the new plan. I wanted to complain and asked for the contact details of the person who wrote the letter because there were no contact details on the letter, but Vodafone does not give out the contact details of their managers....stone walled....ironically, as it happens, my job means I have access to that managers contact details, but unlike Vodafone my honesty and belief in professionalism means I will not use that information to make contact with that person as it would be breaching their privacy.I am very disappointed with Vodafone's underhanded tactics in trying to get me to change plans. Had they been honest with me in the first instance instead of pretending to act in my best interest, I might be staying with them. I cannot stay with a company that displays such contempt and is dishonest with it's customers. I will be moving back to Telecom.


Comment by H, on 5-Apr-2014 17:01

I am currently a Vodafone customer and have been for the last 6-7 years, but not for much longer. Received a call from the Vodafone call centre 2 weeks ago saying the plan I am currently on is not giving me best value for money and that they would like to offer me a better plan for the same price, 250GB of data + homeline and 5 best mates for $90.00 per month, but any data usage over 250GB will be charged at $1.00/gb or part thereof instead of just slowing down my connection as currently happens. I did not agree to this and I opted instead to stay with my current plan.Two weeks later and I receive a letter from Vodafone saying they are offering me a great new deal as the plan I am currently on is not in my best interest etc...same as phone call.....except this time the letter informs me that Vodafone are shifting me across to the new plan (in my best interest) on May 1st.....I don't need to do a thing or worry about a thing.I Phoned Vodafone to say I don't want to change plans only to be told by a person in an overseas call centre that my current plan is being "grandfathered" and I will be forced onto the new plan. I wanted to complain and asked for the contact details of the person who wrote the letter because there were no contact details on the letter, but Vodafone does not give out the contact details of their managers....stone walled....ironically, as it happens, my job means I have access to that managers contact details, but unlike Vodafone my honesty and belief in professionalism means I will not use that information to make contact with that person as it would be breaching their privacy.I am very disappointed with Vodafone's underhanded tactics in trying to get me to change plans. Had they been honest with me in the first instance instead of pretending to act in my best interest, I might be staying with them. I cannot stay with a company that displays such contempt and is dishonest with it's customers. I will be moving back to Telecom.


Comment by H, on 5-Apr-2014 17:08

And another thing - are people aware that Vodafone is now charging a $1.00 "convenience fee" for credit card payments when you pay you bill over the internet? And if you make a mistake by not clicking the correct box or entering an incorrect amount, or the website doesn't accept your payment, you get charged another $1.00 each time the website resets. My latest payment took 3 attempts before the Vodafone website would allow it to go through, I got charged $3.00 on my credit card, $1.00 for each time the Vodafone Website did not accept my payment!!! Vodafone is farming money.....more reason for me to move.


Comment by H, on 5-Apr-2014 17:14

And another thing - are people aware that Vodafone is now charging a $1.00 "convenience fee" for credit card payments when you pay you bill over the internet? And if you make a mistake by not clicking the correct box or entering an incorrect amount, or the website doesn't accept your payment, you get charged another $1.00 each time the website resets. My latest payment took 3 attempts before the Vodafone website would allow it to go through, I got charged $3.00 on my credit card, $1.00 for each time the Vodafone Website did not accept my payment!!! Vodafone is farming money.....more reason for me to move.


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Adam Shand
Wellington
New Zealand