Vodafone

I took an 18 month broadband contract with Vodafone July 2018. 3 months later after countless calls to Vodafone, 3 OpenReach engineer visits & a booster later, I could not get a working service in my property and I advised I had to leave due to non-working service.

I was charged an early termination fee of £215 which I tried to dispute but to no avail. This amount later defaulted and sold to Lowell July 2019, despite my account being closed with Vodafone Sept 2018.

I paid this debt in full by November 2021, however to this day (5th May 2024) the £215 is still in arreers with Vodafone. Im not happy this amount is still under my name with Vodafone despite being paid nearly 3.5 years ago!

I do not believe I was in the wrong to leave Vodafone, I gave them ample opportunities over 3 months -I work from home so need a working internet connection, I wanted them to implement a service but OpenReach advised the signal just would not reach my house - I never had an issue with any other provider. Why should I be expected to pay for a service I cannot receive?!

As you will be wondering, why has this taken so long. This is topped off with bringing proof of Lowell's payment confirmation into the nearest Vodafone store 30mins away, dozens of calls to Vodafone this year alone (easy 1hr+ each time), being passed from pillar to post between Vodafone & Lowell because "it is not up to us to contact them, they must contact us", Vodafone cannot help by phone, advised I can send a screenshot via chat to TOBi online, "you need to go instore", go instore and told "you need to phone" yada yada... circling round & round & round, re-explaining my situation to each person, getting cut off calls & needing to phone back, rinse, repeat. Asking for an email is completely absurd, then round & round I go again.

Boas tardes,

Irei proceder a uma reclamação pois parece-me incorreto e não admissível que continuem a colocar valores adicionais dado o vosso erro, conforme nosso contacto telefónico e contrato iniciado em 20/11/2023 às 11:48, conforme vosso email. Documento numero FT 101/*******

As faturas anteriores não foram corrigidas, e estavam incorretos os valores face ao contrato, portanto é incorreto estarem a cobrar taxa de atraso quando o erro é da vossa parte em corrigir a fatura e enviar o valor contratualizado com o cliente, no nosso caso 31,50€ + box adicionar 0 euros/mes.

Ligamos para vocês, tendo um custo 7€, a dia 30/01, e nada ficou resolvido. Já informamos que não temos nenhuma box adicionar cf. Conversa telefónica gravada e erro inicial continuam a cobrar uma box adicional. Só temos 1 box, não temos nenhuma box adicional a única que temos, e continuam-nos a cobrar uma box adicional, apesar de confirmarem por telefone que tinha já acertado e que a box não teria custo.

Continuam a cobrar valor adicional da box, que leva a atrasos do pagamentos pois nunca até agora enviaram valores corretos desde do início do contrato do email de 20/11/2023, em nenhuma das faturas, e cobraram comissões sobre atraso de pagamentos, quando na origem estão sempre faturas com valores errados e diferentes dos contratados no contrato quando nos contactaram.

Agradeço o contacto célere e resolução desta situação. Caso não resolvam a situação, nomeadamente:
- corrigir faturas
- eliminação de comissão de atraso (causado por não apresentarem faturas com valores corretos)
- eliminação da box adicional (que não temos e é cobrada)
- devolução do custo da chamada, por erro da vossa responsabilidade, que nos obriga despender tempo e para além dinheiro, para correção do vosso erro inicial.

Iremos proceder a exposição desta situação de prestação informações inicialmente com a oferta incorreta, ou se a oferta gravada telefonicamente está correta, à cobrança cumulativa e indevida de montantes pela Vodafone, o que nos juntos preocupa como clientes e enquanto exemplo.

Agradecemos a resolução do problema célere, pois estamos bastante insatisfeito com a qualidade do serviço no início da vigência deste novo contrato, e sendo que iremos recorrer a todos os meios físicos e digitais, bem como junto das entidades responsáveis, caso continuemos a viver estas situações stressantes, de não correção após confirmação telefónica que o iriam fazer.

Agradecemos contacto telefónico e resolução desta situação com celeridade que se arrasta desde 20/11/2023.

Att,

Vodafone promised a 5 day changeover. It didn't happen. The next day I phoned them and the lady apologised and told me to get my screwdriver out and take the front off the wall phone connection and re plug the phone plug in the port on the right. Nothing happened and after an hour of confusion was told they would have to send an engineer out which could be up to 72 hours. After my strong complaint the lady said there would be an engineer out the next morning which did happen. The Openreach engineer laughed when I told him the story and he said they will try anything to save calling Openreach and their charges. Sad but true. Lousy changeover time to say I was already with them.

I had to unlock a phone and was told it was on Vodafone network.

I went into the store and explained this and the lady put a sim in it and after a while said "no it's not Vodafone".

I went to C********* W********* and they checked the system and said it is on Vodafone according to their system but couldn't be 100% sure.

I took it to a place that unlocks them and they checked it and said it is on Vodafone, it needed connecting to the network.

I went back to the Vodafone shop and explained what they did. Another lady said to go onto a website and put the details in and it will unlock soon.

Luckily it did after a couple of days, otherwise the review would have been 1 star.

I'll never go back to them because they charged my wife £96 for a month after they didn't explain partial month upgrade wouldn't have as many texts etc available.

Customer's need scking any company abroad isnt worth ripping prople off phone's going down rubbush servicesCorupe company false staff rup off services rubbidh chsnging my sims.