I’m in the market for a new mobile phone after Vodafone let me down
DISSATISFIED mobile phone customers are wise to look for better service as well as prices when it comes to switching contracts.
Daniela Lacey is considering a move after poor service from Vodafone. According to the most recent complaints statistics from regulator Ofcom, Vodafone was the most complained about mobile provider between April and June this year – owing to issues with billing, pricing, complaints handling and service.
Daniela, below right, who lives in Edgbaston, Birmingham and works in marketing, says Vodafone demonstrated a ‘lack of diligence and integrity’ when she challenged customer services over the network’s blunders.
The 32-year-old pays her monthly bills via direct debit but in September was sent a text message to say she had not paid a bill – when she had.
Vodafone then asked her for the outstanding payment. After a lengthy call where she was passed between three customer advisers, she had to visit her local store to provide proof of payment.
She adds: ‘Only five minutes after finally disconnecting from the most tedious and frustrating call I have ever experienced, I was called back to get payment dates and amounts from me again.’
A spokeswoman for Vodafone says: ‘We’re sorry Ms Lacey had these problems. An internal error meant her payments were not being recorded accurately.’
It has offered Daniela a month’s free line rental by way of apology.
Guides to switching mobile phone deals – and making a complaint – can be found at Ofcom.org.uk. Comparison service BillMonitor can also analyse your bill to better match you with the best mobile phone contract.