COMMUNICATIONS BREAKDOWN . . .
Ten months after the MoS first highlighted failings over Vodafone’s customer service, complaints are soaring. Here one man’s infuriating case shows how it STILL isn’t listening to its angry callers
A MAJOR breakdown in Vodafone’s customer service has caused a huge spike in complaints to the communications watchdog, Ofcom.
Its failings are familiar to readers of The Mail on Sunday, many of whom raised the red flag last year – warning of harassment by overseas call staff, massive billing errors, appalling customer service, damaged credit ratings and a sloppy response to complaints. Their cases read like a comedy of errors – but the bill-payers are not laughing. Among pay-monthly users, there were 32 complaints to Ofcom per 100,000 Vodafone customers in the last three months of 2015 – more than double the figure in the first half of last year and more than the total for all of the other major mobile providers combined.
These complaints reflect only the number of people who have aired their grievances with the regulator – and do not take into account customers who complained to the company direct or to independent arbitrators such as the Communications Ombudsman.
The total number of complaints about communication providers made to the Ombudsman in the first three months of this year is 53 per cent higher than in the same period last year. The Ombudsman said it could not disclose how many relate specifically to Vodafone.
But the biggest issue readers say is driving them crazy is not just the fact that problems have occurred – but Vodafone’s inability to sort them out. This is something Ofcom is investigating. But among the huge feedback from readers, the experience of David Short and Debbie Stars stands out. The couple used Vodafone’s live chat service on four occasions, clocking up nearly four hours in total trying to reconnect a mobile phone that had been accidentally cut off. They were also trying to cancel a tablet computer contract, as had previously been requested.
When the couple realised they
were getting nowhere, David repeatedly asked to be put through to a complaints department or be given an email address. He was told no such email address existed and no other adviser would do anything different.
In response to The Mail on Sunday, Vodafone apologised for the ‘confusion’ and added that it had also spotted an insurance plan on his account since September, which should not have been there. It promised a refund and an extra £75.
Debbie says: ‘Vodafone will be losing our custom after being with them for so many years. It’s a shame that only after the intervention of a national newspaper did our issue get sorted. People expect an acceptable level of customer service these days, which Vodafone is not close to achieving.’
HOW TO FIX THE PROBLEM
KEEP a note of dates and times of all conversations with Vodafone, and a record of any correspondence. In any letters or web chats clearly explain what the issues are and how you want them to be rectified. It is important to have this history of evidence if you need to escalate a complaint.
If nothing is done to resolve the problem, send a letter of complaint to: Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire RG14 2FN.
If the company still has not taken action after eight weeks, or if it tells you it cannot help further within that time, take your case to the Communications Ombudsman. It will weigh up both sides and if it upholds your complaint, will order Vodafone to remedy its wrongs. Visit ombudsman-services. org/communications or ring the number below. Or write to Ombudsman Services: Communications, PO Box 730, Warrington WA4 6WU.
And, if you’re going round in circles with Vodafone like David Short, share your story with us. Email laura.shannon@mailonsunday.co.uk.