Don’t let the phone giant off the hook – here’s how to complain
VODAFONE may be full of apologies (see right) but do not let the company off the hook – or for that matter any mobile phone provider guilty of poor service.
The vast majority of complaints to any mobile company involve billing issues, according to independent consumer campaigner Martyn James. He says: ‘The problem is people don’t regularly check their bills.’
The setting up of erroneous ‘phantom’ accounts is widespread and often occurs when an individual changes tariff.
James says: ‘This happened to me recently when my existing deal ended and I attempted to combine my mobile and tablet plan. The irony is this should be simple for the provider to resolve.’
For many consumers, the frustration comes from being unable to speak to someone who not only understands the problem but has it within their power to correct it and give an assurance the issue has been dealt with.
Follow James’s top tips for getting heard if a mobile phone complaint falls on deaf ears:
TRY social media. If you are struggling to get hold of customer services by phone, send a tweet or post on its Facebook page and ask for a callback.
JOT down the key issues about your complaint. This will help when discussing your case with customer services. Include dates and times if you have them and if you have multiple devices, note down their phone numbers or reference numbers. It also helps to call up your online account if you have one so all the details are to hand.
CHAT online. Providers have online ‘live chat’ facilities. If struggling to get through on the phone, click on the chat option and cut and paste your bullet points into it. Ask for a call back if they cannot help immediately.
BE REALISTIC. If seeking compensation, explain clearly how much you want and why. Stick to actual losses made to avoid disappointment.
ASK the provider to confirm in a letter or email what has been done to resolve your problem.
SEEK help. If you are still unhappy, consider using outside help, such as online complaints service Resolver. It recommends what steps to take and when, including when to escalate a complaint to the relevant ombudsman. There are two ombudsman services that handle mobile phone complaints – the Communications and Internet Services Adjudication Scheme and Ombudsman Services: Communications.