David R.

I have been a customer for over 20 years (ironically I chose the Samsung Galaxy S20 plus for my upgrade). Service was actually good up until this event. Their customer care is abismal. I tried to 'upgrade' my phone as per directions noting this would save me approx £10 pcm on my existing plan provided I return my old phone only to find after delivery I was now going to pay over 3 times what I was on before. Their story? I bought a second plan at cost (new number & no discounts) and retained my existing as sim only. THAT's what MY Vodafone account login was telling me. An upcoming bill of over £100! Despite telling them it was an upgrade with discount for my phone returned, they still insisted I return the phone and re-negotiate my Plan. ALL of this on their TOBi messaging system ( they discourage phoning them citing long waiting times). Looks like the discounted plan doesn't apply to long standing customers. The ONLY phone call they wanted to make was not to resolve my issue but to discuss a new plan... I'm now awaiting a returns package for my shiny new phone. I'll Never touch them again. They can't be trusted.

Since writing my first review elsewhere, I got this response from Vodafone:

Hi David. We'd hate for you to leave us after all this time. I'd like to take a look at the notes on your account.

Then that went into a repeat of everything that transpired twice before with no added satisfaction and even more time wasted and all via Facebook Messenger. All I asked for was a phone call and someone to tell me what they were going to do to put it right. Not this time folks!

Just to introduce yo, As Vodafone deal on a queue based system, you will be dealing with many people in a Facebook or TOBi conversation. In a single conversation I had (THEY initiated this), I spoke to; Al, Stephanie, Kieran, Daniel, Harriet & Bethan.