Vodafone Customer Care

On Wednesday, 28th January 2004, I cancelled my Vodafone contract by telephone and email. Why? Vodafone had just cut off the service to my wife's mobile phone without warning for the second time in two months. Reason? My account was unpaid.

When I forgot to pay the December invoice, we had three mobile phones on contract, and the payment oversight was my fault entirely. In the confusion leading up to the Christmas break, the pressures of shopping for presents, and my general dislike of Christmas, I just forgot.

When I realised the service had been cut, I paid the invoice immediately by BACS and contacted the Customer Care people to get the service restored. After all, you tend to have more use for mobiles during Christmas than any other time of the year.

Phoning the Customer Care helpline is a nightmare. Like many other big companies, they have replaced people with voicemail systems so you have to go through a whole raft of sales messages and menu choices before you actually get to speak to a real person. One of these messages asks you to key in your mobile number so that your query can be handled efficiently but the first question your human contact asks is: "What is your mobile number?" And that's before he asks for your name, your address, your postcode, your date of birth, your mother's maiden name and your underpants size. All necessary because of the Data Protection Act apparently. (Incidentally, I made up the bit about the underpants but I did get asked for the others).

So, the young man I speak to is reasonably helpful, I explain the circumstances and the fact that I have now transferred the outstanding money; he promises to have the service restored within the hour. Fine. We're all happy again.

But it's not fine! Two days later we still have no service and I have to go through the same rigmarole of listening to menu choices and ghastly music. Same security checks for the Data Protection aspects and, this time, a guy who tells me service cannot be restored until they have received the money. Eventually, we get our service back after about ten days, and have been without mobile service right through Christmas. I am, by now, a little pissed off with Vodafone.

When the next invoice arrives, I note that, although they have stopped us using the service for ten days on three phones, they have still charged me the same amount as normal. I fire off an email asking for an amended bill and receive 14 auto responders telling me they have such a large backlog of emails to deal with they will try to reply within 10 working days*. Ten working days! That's two weeks. What kind of service is that?

By this time, by the way, I have decided we don't need three contract phones because we hardly use two of them. So we decide to convert two to Pay as You Talk and leave the other (my wife's) on contract because she needs to get hold of me several times of day. Switching to PAYT should have been relatively simple --- but it wasn't. The Vodafone website for setting up the payment details was totally illegible so it required multiple calls to multiple voicemail systems to get the service changed.

So here I am, one outstanding invoice, a pending email requesting an amended invoice, and a delay of ten working days waiting for a reply. Then - wham - my wife's service is disconnected again. Worse, it's disconnected while she is away from home running a conference. She cannot ring me and no-one can ring her.

I'm feeling a quite brittle by now. I am forced to ring Vodafone's voicemail system because it is evening and I need to contact my wife. The following day, she will need to ring me from the train to let me know what time it will arrive. I will then know what time to meet her at the station. You cannot rely on timetables because South-Eastern trains have taken over from Connex (who were kicked out for unreliability) and are proving daily that they are even more unreliable than Connex were.

I have now listened to umpteen menu choices and information about hands-free kits, etc., and I have finally reached the human voice of Vodafone. I explain my problem and am told that I will have to be put through to the service provider. As the service provider is Vodafone, it is now clear that the Customer Care department is not Vodafone. It is some call centre company where everyone speaks with a Geordie accent.

I am transferred to a young man called Daniel and I am getting angrier by the second. I ask if it would be better to speak directly with a supervisor as I don't want to have to state the same facts twice. But Daniel insists that I give him the facts first, after I have supplied all the necessary code words to comply with the Data Protection Act. Having done this, Daniel says, "I will have to transfer you to my supervisor."

I am normally reasonably placid but now I am livid. So I repeat all the detail, tell him I want service restored within the hour, and threaten that if it is not restored, I will cancel the contract without giving 30 days written notice, and will put a scathing report on my website.

Daniel's supervisor tells me service will not be restored, I tell him there is obviously no point in wasting more time on telephone calls and I put the phone down.

In the past, if I have been late paying a Vodafone bill, I have always received a text reminder. It has usually arrived during the bank clearing period between payment and receipt. According to the Customer Care department, a letter is always sent out (I never had one) and this is followed up by a telephone call (I never had one of those either). But, I am assured, these are laid down Vodafone procedures.

Obviously these procedures are not followed but I am not surprised because I had already discovered that talking to two different Vodafone employees about the same topic often resulted in two entirely conflicting answers. They do not sing out of the same hymn book.

I am now waiting for a response. I have informed Vodafone that I will not pay the invoice until it is amended and that I will not give them 30 days written notice (as required, apparently, by the Data Protection Act). I want them to take me to court so that I can find out how they can cut my service without warning for not paying an invoice when that invoice does not state when the bill should be paid. I think they will be left with much egg on their faces.

* ADDENDUM: 24 days after receiving an acknowledgement that Vodafone would respond to my emailed support request within 10 working days, I have not heard a word from them. I am impressed. NOT!

** Vodafone continued billing me with monthly charges even after I had received written notification that the contract was cancelled.

*** The matter was finally sorted out in November 2004 when Vodafone accepted there had been many unnecessary problems. They apologised and cancelled the whole debt. There are people in the organisation who can sort problems out but they are high up the command chain and are difficult to contact.

We get quite a lot of correspondence from disgruntled Vodafone customers who seem to think we work for the company. They sometimes ask us to sort out their problems and sometimes they ask technical questions about the equipment they have bought. We cannot help with such questions. We are merely critics of Vodafone and their operating principles.

However, we know that many Vodafone customers are irritated by the help lines that operate on expensive 0870 numbers. If you don't want to be caught by this con, contact Vodafone on their geographical number which is: 01925 862000.

I'm a Vodafone Pay As You Go customer. I accidentally subscribed to a service on my mobile called 'Dumb Questions' apparently offered by a company called MBLOX. I phoned Vodafone to unsubscribe because I had already done it via my phone but was still receiving the questions and being charged for them. I'm furious.

I phoned Vodafone "customer care" , a call which I paid for I might add, only to be left on hold for several minutes and then given a number to phone MBLOX. It seems that although I pay Vodafone, (I mean they do take the charges from my phone), they cannot undo this stupid subscription nor refund my money.

I phoned MBLOX but the number is not accessible externally.....great customer care!!!! It's a big rip off and I will change company as soon as possible. I spend a lot of money on Pay As You Go and I am very disappointed in Vodafone.

To top it all, when I found MBLOX on the Internet, again I had to pay for my call. Furthermore, I was left on hold for ages and finally instructed that I could contact customer care via email...

I used to tell everyone to use Vodafone as I always got a signal no matter where I was. Now I realise I'm really paying for this and won't be doing it any more. As for MBLOX, I'll tell everyone I can that the customer is being used and deceived by VODAFONE AND MBLOX.....and I'll say it as often as I can.

Editorial comment

I had some doubts about the title for this page because the words "Customer Care" do not sit comfortably in any sentence containing "Vodafone". But they are the words that Vodafone use, however meaningless, and this page is an attempt to show that their sincerity is pretty shallow.

Vodafone service has gone rapidly downhill as the company has expanded. It is now costly to log a complaint because the voicemail system takes so long to navigate. You have no idea if the information you are eventually given is accurate or reliable and you are never quite sure if information they request under the Data Protection Act has anything to do with data protection at all. They are probably just using it as an excuse for their own inefficiency, I suspect.

My recommendation is that if you are looking for a mobile telephone service provider who really understands the meaning of service, I can't advise you ... except to say that you should avoid Vodafone like the plague. Although the word "service" is rapidly becoming an expression from the past, it would be hard to imagine other providers could supply worse customer care than Vodafone.

If you are struggling to get any sense from the people on the Vodafone help desk, insist on speaking to the Elevated Complaints Department. They work directly for the company's directors and will do more than the help desk to protect the company's image.

Visitors' Comments

The correspondence we get about Vodafone indicates they have many unhappy customers. Here is a sample:

I've been a customer of Vodafone for 15 years and I have been receiving premium rate text messages for the last 8 weeks. Every time I put credit on my phone it takes my money off my phone instantly. How do i stop this from happening?

It's happened to me before and I ended up changing my number but I would like this to stop because I need credit on my phone for family and business purposes. Can you help me plz?
Thank you.
DS, Middlesbrough

Ed writes: Regrettably, we can't help you DS because we are not associated with Vodafone - we just expose their bad treatment of customers. You need to speak to their helpline but insist on being put through to their elevated complaints section if you can't get satisfaction, or don't understand, the helpline staff.

I have been with Vodafone for years however they moved me to a new contract when my mum stopped paying for my phone and I started. I have juvenile Rheumatoid Arthritis which means I have problems walking and can be paralysed at times. I manage my pain well but it makes me very tired.

On moving house to improve accessibility I could not get a signal. My mum has Vodafone pay as you go and hers would not work either. I talked to Vodafone staff they agreed there was no signal so when I asked them to close the account they said it would cost over �200.

I have panic attacks and when I stop breathing my phone is my only link to my mum who talks me down. I needed a phone that worked so how is it that Vodafone charge me when they are not providing a service?

I told them I could provide letters from my doctors I could show them my disability benefit books. But what I find disgraceful is the fact that five members of staff were prepared to let me pass out when not breathing rather than end the contract they said was within a year when I had been with them for years. I needed to end the contract so I could afford to move to a phone company who could provide a service in my flats. They did not have a member of staff on duty that could get me out of this so I could get a new phone.

In the end, after quoting DDA law, they said they would end the contract but I still had to pay for another three months .

Shame on Vodafone! Five members of their support team ignored a legal requirement to make reasonable adjustment under disability law and I will be consulting disability organisations to look at this issue. I was left with no phone and could easily suffer from panic attacks due to my disability. At no point did anyone say, "Yes we can do that ... just provide evidence of your disability." I fully understand that people try to get out of contracts every day so this would not have been unreasonable.

Ed writes: Another good example of Vodafone Customer Care. The truth is they don't care about customers, even when the circumstances demand some sympathy. They're just interested in their profits and profits don't come any bigger than those they make from charges for which they provide no service in return.

For the past eight weeks I have been trying to obtain an unlock code for a mobile phone from Vodafone so I can switch. Vodafone (a) after six weeks claimed I already had it, and (b) after eight weeks gave me a code which was invalid. Now they are saying they will start the whole process again of contacting the manufacturer (Sagem) for the code but I may have to post the phone to them.
Can't help feeling rather cynical about the money I have spent (and they have earned) from me calling their 0870 customer care number too!
Gill, Newcastle

Like yourself, I have had many problems with Vodafone. My first call (of many) was about the wrong phone that I had been given. I spoke to a manager who said he could not deal with the problem and would leave notes on the system so someone could call me back the next day. No one did!
I called again and asked to speak to a manager, but was left on hold for half an hour.
The next day I rang them up and asked to change my tariff and sort the problem with my phone. They said they could deal with my tariff and get someone to call me back with regards to phone. I asked to be put on a plan where I had a thousand minutes on evening and weekend but still wanted to call other networks. I thought the person had done this for me but it turned he did not.
I then got a massive bill and when I rang up they said it was because I rang mobiles on weekends. I was puzzled. I told the bloke there had been a mistake and he compensated me for this and told me I could get a new phone which I was very happy with...
... until the next day when I rang Vodafone to ask what deals they were doing on this new phone. i.e. what would be the best tariff to go on as it had video calling? She said, "I am sorry but you can't have a new phone." I was getting rather annoyed and asked to speak to a manager. When I did he said he would talk to the person who told me I could have the phone then get back to me in two days.
Three days passed and at this point I was very mad and asked to speak to the manger I spoke to before. I couldn't as he was not in so I spoke to another manager. He told me to write in so I did. Three weeks passed and I heard nothing so I rang again.
As usual, I got the same old same old "Oh I will get some to call you back."
JB

For the past 2 months, my phone bills have soared - they have doubled from the previous phone bills that I had. There are no itemized bills of statement. Vodafone are so unscrupulously charging very high phone bills.

I'm in Melbourne but I cannot get my sms to my phone. Why? There is a back log in Melbourne because they need more towers here. I would like Vodafone to get real. OK, I'm upset as I cannot text here except when I can text someone where it is not too busy.
Robert, Melbourne, Australia

I just got my phone today. At 2 o'clock I'm supposed to switch over from O2 to Vodafone but I still don't have any service.
DC, Tullamore

I'm cancelling my contract with Vodafone. I have had the phone for 18months as the contract stated and I thought it was normal practice to be offered an upgrade on my present phone at the end of my contact. But I never received any correspondence from Vodafone offering this.
JP, Bury St Edmunds

I have been a loyal pay-as-you-talk customer with Vodafone for about 8 years. I chose the service because of its reputation of excellent coverage. Up until the past year and a half I would have happily rated Vodafone 9 out of 10 for customer service, connection reliability and costs but during the past year and a half the service has become terrible.

The introduction of stop the clock and free weekends was the only thing that stopped me walking to another network. The promotion I considered to be very generous as I only had to spend �5 a week to get unlimited calls and texts to landline and mobile numbers ( cross-networking also).

A few months into the promotion there were problems of connecting calls and dropped calls. Sometimes I could call a friend's mobile fine, but later I was met with a "3 short beep" tone before the call being terminated as if the number didn't exist. This still happens to this day. it happens randomly with random numbers.

They also changed the promotion to free calls and texts starting at midnight Friday. (Funnily enough, the Daily Mirror calls this the great Vodafone free call swindle!) When I complain to Vodafone they apologise about the problem and promise to investigate. They promise a response from an engineer which, by the way, never happens.

I have had a year and a half of this and it's becoming boring and predictable that Vodafone apologise but offer no long term solution. Vodafone is full of false apologies and no results.

I have a long history of complaints of this nature to Vodafone and on a few occasions I have been accused by a customer service helpline operator of lying about previous complaints. When I became irate about this, suddenly my complaint call log was found but I got no apology.

When I have visited the Vodafone shop I have been given many excuses and told many lies regarding connection problems. I have been told that my phone is old and that this was the problem. Yet I have replaced my phone twice with a new one and still the problem persists. Then they told me that proves the phone was not faulty - thanks Vodafone! - it must be a sim problem.

By this point I was really pissed off so I went over the road to buy a Vodafone sim pack (much cheaper than buying it from Vodafone). They connected the new sim and the problem was still there. It was only because they had no excuses to fall back on that they finally admitted the network was at fault.

Vodafone's reliability is becoming worse each day. Often I can't top my phone up as the network fails. Often I cant even check my balance. When this happens, and if I try to complain, its a 50/50 chance that my call to the helpline will connect as I am usually met with a automated response - "Thank you for calling Vodafone, please disconnect. That's when I get kicked off. When I try to visit the Vodafone Live website I am told there is a network problem. I am advised to call the helpline but I can't get through! On a few occasions I have had to stroll down to the nearest callbox, and dial the 08700 Vodafone number just to top my phone up. How prehistoric! It costs a couple of pounds just to connect to Vodafone so a �5 top up costs �7. True they refunded the cost of the paybox phone call but this is beside the point.

It's pointless complaining to Vodafone. If you're lucky enough to connect to them you get an apology along with a false promise that they are working to rectify the problem asap. The service may resume for a day or two before the problem happens again.

On one occasion the service was down for over 24 hrs. No one could call me, I couldn't call or txt anybody else and I received texts 3 days late. Now Vodafone's latest trick is to pass the customer back and forth like a ping pong ball. Call the helpline with a problem and they tell you they are unable to help as it's a specific problem and not a general enquiry - fantastic "help" line!

I'm told I need to call back the next day. When I tried that they said the same old thing but I need to visit the Vodafone store. I did and they said all they could do to help was to call the same "helpline" I had called.

Vodafone treats its customers like sh*t and I have had enough. The next problem that arises I am going to attempt to speak to an advisor and if the problem isn't rectified I am walking to another network. Vodafone used to be the best but now they are the worst. They know this but they can't be arsed to rectify the situation or their attitude.
IF, Huddersfield

I am a pay as you go customer and I was supposed to have free weekends today... however I get the message saying "sorry you have USED all your calling credit" and the phone shuts down. I have been using Vodafone for 7 years nut I think it's time I transferred to O2.
HD, London

On 12th March 2007 I sent Vodafone an Email giving one month's notice to cancel my contract, The March and April payments were paid, then I cancelled my direct debit. I subsequently received a letter stating that I was in arrears.
I added a note to that letter explaining the above circumstances and sent it back. Then I received a letter threatening disconnection and termination charges. If Vodafone checked their accounts over the past 4 years they would find that I had rarely used their service so I had been virtually paying for nothing.
I was contemplating using the 'pay as you go' service but the fact that Vodafone seem unable to understand their own procedures for cancelling a contract made me feel they were not a company to deal with. As for threatening me disconnection, I had not used it since the cancellation date and had no intention of using it. It would have been good if Vodafone had checked their records and used their 'customer care' to confirm the cancellation of my contract.
ES, Penzance

I've paid for a full music video. Vodafone sent me a file that had no format so I could not even access it. I was ripped off and I can't get a refund.
SN, Dukinfield

Abysmal service from Vodafone. Some other organisation has obtained my private cellphone number yet I have never given it out. Vodafone say I sent/replied to a text message and sent sex images sent to children and other users who never requested same. But it certainly wasn't me.

I managed to get through to the Directors' Office but they ignore you even more than the help desk. You just get shouted down - bullying I believe they call it. I am so incensed that I will have to take them to court and ask a judge to review the case in order to get any form of satisfaction.

Vodafone just do not care and try to fob you off but you have to keep on trying. They should have a slogan on their packaging - 'Vodafone will damage your health'.
BO, Portslade

I have had similar trouble with Vodafone. When taking out my contract, I asked for the 'stop the clock' feature to be added as this would have saved me a lot of money. The clerk in the store never bothered to tell me that I couldn't have 'stop the clock' as well as my other features, so I used my phone assuming that the facility would prevent me running up large bills. It didn't!

When I couldn't pay, Vodafone cut off my service. I was able to get it reconnected by paying off some of the bill, but each month if I don't pay up, I get cut off again without so much as a warning as to when I need to pay by.

I spoke to a clerk in the store about this, who told me that unless the 'stop the clock' feature was mentioned on my contract there was nothing I could do about it. I feel very put out by this, and am a very dissatisfied customer. I have been a loyal Vodafone customer for almost a decade now, but will more than likely switch provider when my contract runs out.
J, Belfast

It was sent in by someone called Secret who may possibly be a Vodafone employee as the sender actually defends the company. It is reproduced exactly as it was sent - spelling and grammatical mistakes included:

Do vodafone care? the answer is yes vodafone do care about there customers they provide a service to you every day. In regards to your line being suspended due to non payment that is your responability to keep track of your payments if the payment where made on time you would not have this problem there are many ways of finding out your bill..... 44555, online, calling vodafone and is also sent to your home address so vodafone have many ways of telling there customers what they owe and again i ahve to repeat myself and is your responsability to find this out. From previous experience vodafone send out a letter to there customers when bill is overdue 1st step of collection process and is sent out automatically. Vodafone is one of the best mobile networks in the world and have high call volumes from customers that require help as you do, so you have to understand that lines can be quite busy from time to time also taking time of day into consideration. You mentioned music being a problem when on hold now if vodafone left the line quite would that not make customers think that vodafone has hung up on you? Now you mentioned about vodafone selling you things through the automated service. Now i cant understand the problem with this you see it is not sales it is vodafone offering there products an services to there customers to give them a better knowlege of what YOU!!!! or other customers may benefit from. i think that you may just be a little impatiant and expect to much from your service provider and i think it would be a wise idea in the future with vodaofne with o2 whoever you choose just make sure you keep track of your bill because i can assure you all mobile companies work the exact same way.
Secret of N/A - (someone off the help desk, perhaps?)

When I purchased my Vodafone contract phone in a store I was told by the computer system in my shop that Vodafone had good signal where I lived. Got home and what do I find? There is NONE whatsoever. it takes about 10 attempts to send a text and half the time I just end up giving up. I am paying �50 a month for 20 hours call time and unlimited texts which I am not using at all.

I phone Vodafone and they say, 'well you've had the contract for 4 months, why has it taken so long for you to ring up and complain about it?' At this point I got very angry and stated that I had been 'trying' to put up with it but simply couldn't anymore because it was becoming ridiculous, especially as I had recently become unemployed and I was practically wasting �50 since the minutes and texts I was using wouldn't even be the limit for a �20 a month contract.

All they have done is put me on hold for ages - one time I was on hold for 20minutes! - telling me to go back to the store and take it up with them and that its nothing to do with them really as they aren't the ones who misguided me. Well yes they are! After an hour on the phone they offered to lower my contract to �40! How generous ... or not. They wouldn't refer me to the elevated complaints department and just told me there is a new signal tower going up near me 'soon' but they couldn't tell me when. I am going to ring them up every day if I have to and bug them till the morons that are Vodafone cancel my contract or take it down to a low, low amount so I can go back to the godsends that are O2. Sorry for ever leaving you, O2.
Ruth, Tollesbury

I'm also having many problems with Vodafone ....... I call many times to customer care but they don't attend the call ..... they take money from my account without reasons ......... I reapply for booster pack for reduced call costs but I still pay regular costs for every call. THEY THINK THAT WE ARE FOOLS .... WE NEED TO SHOW THEM WHO WE ARE!
Vignesh, Wellore, India

I am a pay as you go customer and I was supposed to have free weekends. Today, however, I get the message saying "sorry you have USED all your calling credit" and the phone shuts down. I wasted my money getting qualified for it.
Nadeem, London

Was basically lied to when I renewed my contract with Vodafone. Complaint letter and calls went unanswered. They just didn't care. Finally got a response after months of complaining which basically said go away were not going to help you we don't believe you. Refused to try to find the recording of the initial call. I would never ever go with Vodafone again!
Chris, Manchester

I recently purchased a Samsung g600 from my local Vodafone store on a 18-month contract, I had thoroughly researched the phone and the reason for purchasing it was for the camera. Also the reason for getting it through the shop and not the internet was I would have somewhere to go if anything went wrong. How wrong was I? I came home and started to get around the phone but I soon discovered that I could not transfer my photos to the computer through the data cable, the only way was to email them to my email account.

I contacted Vodafone and they sent me a new cable. After a few days a new cable came but not the one that fitted my phone. I went back to the shop and told them the problem I was having with my phone, they said to try another cable and duly took one out of the box. I came back and guess what? That did not work so the following day I went back to Vodafone and they took my phone for repair and gave me a courtesy Sharp phone, very basic and no facilities for transferring photos.

A week later I get my phone back but it isn't my phone - it is a phone that has been serviced!! I take it home and yes I can transfer to the computer but now I have no email or internet. After many phone calls and a visit to the shop I find out the reason - it isn't a phone with configurations!!

No-one at Vodafone is interested in me or my problem. I am being passed from pillar to post. The only option I feel I have it to stop the direct debit being set up. Help please!
CD, Portishead

Every week I put a fiver in my phone with the promise of free calls and texts from Vodafone. They say I have no calling credit, only texts. Cant see why as I was calling before. It just switched off.
AW, Manchester

Hi, I agree with most of the comment. Poor customer service, slow and expensive 0870 customer care and disconnecting the line without proper notification and most importantly the paper bill arrives late so you don't get your cash back.

I am not happy with the the customer service. The case begins from changing my postal address in July 2007 and I am worried that they will be confused and send me a late paper bill in August. So I have rung more than 7 times since 14 August 2007 to chase my paper bill to the new address for my cash back which is due on 13th Sept 2007 - which is 30 days before my cash back period expires.

I think I have to agree with the Murphy's law concept with Vodafone - if you think Vodafone with fail you, they will, even if you ring them 7 times to chase a paper bill. Well, I only received my August bill on 19th Sept, which is 35 days after my 1st call to them and is too late for my 1st cash back. This means I lost �420 in total because of their slow response in sending me a paper bill.

On the 3rd time I called the 191 service, one of the staff even asked me to get a print out from the local store in Sheffield. I was rejected and told to go back because they couldn't print me a paper bill. Obviously, Vodafone staff have given me a wrong instruction and are playing me like a fool running around to the local store for a paper bill.

At the end of the day, they didn't print out my bill. I even asked them to send it by registered post and offered to pay the postage cost but they said it would surely arrive before the 13th Sept 2007. But in fact, it arrived on 19th Sept 2007.

I am very frustrated about Vodafone customer service. After so many requests for my bill they still failed to send it on time. They asked me to call Royal mail for compensation. Well, the fact is Royal mail don't do compensation as the bills are not registered so don't carry insurance!

I have had enough and I will change to any other network ... except Vodafone!
Daniel, South Yorkshire

I have been with Vodafone for 18 months now, and I have had nothing but trouble with them. Their customer service is disgusting and they make promises for a callback from a manager but they don't call you. I am in the middle of transferring a friend over to Vodafone from T-mobile (as she has got an excellent deal) - well I should say she will have if Vodafone pull their finger out and fix yet another problem - the lack of communication by the call centres and their staff. Just the thought of having to ring the help line makes me angry.
LH, Southend

I am extremely disappointed with Vodafone because the connection on my phone has been absolutely terrible. I lost the connection twice in two days. I tried sending messages which I got charged for and each message wasn't received by the recipient.

If this happens again I will leave Vodafone and go to another service - one that provides a better signal and is quicker at solving problems. I have lost money because of this and I am not happy about this. I expect some form of compensation because, as a paying customer, I expect to get what I pay for.
CM, Manchester

I got my contract with Vodafone back in may! last month I rang Vodafone to change details for my direct debit as well as changing it online as, after my telephone conversation, I noticed it hadn't been updated.
On Wednesday last week my phone got cut off so I rang Vodafone on another phone to be told they had no record of me changing my bank details and would not reconnect until I had paid the amount owing (�39). I gave the woman on the phone my credit card details to take the money as she wouldn't take a direct debit out of my bank any more. She couldn't even do this as she failed over 6 times to take my card details down!

I had no warning of being cut off, no email, nothing to say they hadn't had the money. Two weeks it was overdue and never before had I missed a payment. Unlike my partner whose phone bill hasn't been paid for 3 months and is still connected. Please someone ... explain this!!
Rachel, Newmarket

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