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“Duped and lied to twice”

written by Foleyyj490 on 21/01/2015

Not normally one to rant about poor customer service but I've just had an appalling experience at Vodafone and feel compelled to put it in writing (you can’t leave reviews on vodafone's facebook page by the looks).

I had a query about my bills which have totaled £170+ two months in a row, which was mainly down to a few calls made to my dad in Spain following a family bereavement.

I called on Jan 2nd, again on Jan 7th and Jan 21st. On the first two occasions I was told that an investigation into my bill would happen and that I'd be contacted with an explanation within a certain date. Both were lies. After 3 weeks, 3 calls and speaking with circa 7 customer service agents I've found out I've been charged the "correct" amount because of a loop hole in their Euro traveler package - seems if you call from abroad to the UK they're legally obliged not to shaft you anymore, but call abroad from the UK and you're still fair game.

What I find staggering is that they could add this to my package, but would not rescind the charges retrospectively even though this loop hole was never mentioned when I took the Euro traveler package. It seems my charges are solely my responsibility, which means I should be constantly checking my account online to see what I'm being charged. I received no notifications, warnings or information from Vodafone about the charges incurred during this time. In fact the only contact they have initiated with me in the past year has come after I started processing a cancellation to try and win my business back.

I'd been a loyal Vodafone customer for 15 years, but as customer relations are clearly not something they value anymore I'll be leaving in due course.