I recently went to Cuba for 2 weeks and before I went, I phoned customer service and asked about any international usage packages so I wasn't bankrupt when I came home. I was told by Gurtesh in the Cairo call center in these exact words "as long as you use wifi, you will not be charged for using the internet". He went on the tell me quite patronizingly that wifi is through your handset and not your SIM. I checked into my hotel, bought wifi access cards to last my holiday and kept in contact with my partner and family back home. I used facetime connected to wifi and Facebook and I sent a handful of emails so I could keep in touch with my uni tutor.
I contacted Vodafone customer service as I had sent a few texts whilst away as well and my bill was £289.84 due to data usage. I expressed a very explicit verbal dissatisfaction with this to the adviser at the fact that I had been lied to by a colleague and while I know I was wrong to swear, I think it is far worse that the adviser swore back at me. I can be extremely hot headed at times especially when faced with a phone bill as big as my mortgage but I always apologise when I'm in the wrong. I got no apology from the adviser, just a Supernanny style warning that if I did it again, she would hang up. I'd have preferred her to hang up instead of cursing me out if I'm honest!
I've posted this on the vodafone forum too and the response from the "expert" was to check that my data roaming was off and/or my cellular data. I've checked it and the only one that advises to be turned off when travelling is the data roaming as it specvifically states on the iPhone that it incurs costs abroad. The cellular data says it disconnects all wifi access and email etc which I still needed. As far as I was concerned, the expensive bit was disconnected and that was of my own initiative, not even at the advice of vodafone.
To top it all off, they want to charge me so I can see the bill and I have been hung up on by 3 advisers today when I ask to speak to a manager. They all state there are no managers on the floor which is illegal as a manager has to be present at all times to deal with issues and complaints which is definately what I want to make but I am being refused at every turn.
I feel a bit cheated that I've had to resort to writing on a forum to express my comments but it seems the only way to get it seen by someone with a bit of power about the situation.
I have rated this one star because I have to, not because I wanted to.
The returns process is very poorly explained, they email in very abrupt short sentences and don't seem to follow up on assurances. Shoes are poor quality and every pair fits badly be it too small, too big or too narrow. I've sent back every pair I've bought. SHOCKING.
My partner had a mobile internet contract with them but since moving in with me had no need for it. He called at the end of June to give 30 days notice and was advised to call back after the 25th of July to give immediate notice and to ensure no more payments were taken. He called back on the 28th of July (today) and was told that he had been misinformed and that the call he was making was his notice period and another charge would leave his account. After 36 minutes to a premium rate number, the advisor finally said that the earliest he would be able to cancel is the 30th of August anyway as this was the expiry date. My partner queried why the charge could not be over looked due to loyalty and the fact he had been paying for a internet connection he hadn't used for about 4 months. He was informed by the member of staff that loyalty only meant something to them when they were taking out new contracts to get better deals.
When my partner asked to speak to a manager or a supervisor, he was conveniently told they were in a meeting until close of the call centre and a call back would be scheduled for between 24 and 48 hours. When my partner advised that this would not be convenient due to his working hours, he was basically told tough luck.
The advisor kept pressing the mute button while my partner was talking so about 15 minutes was spent repeating himself.
It was absolutely disgusting how he was treated and to be told outright that loyalty only counts when you want to spend more money is beyond a joke.
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