Karen sent a message to Vittorio Colao CEO, Vodafone email address that said:
I have been a customer with Vodafone for over twenty years and I have never experienced the extremely poor service to the extent I have over the last 6 months.
I agreed to renew my contracts in November 2015 and then waited patiently for the phone to arrive. It was repeatedly sent to my old address and after several visits and phone calls it finally arrived. Then I received two bills for unsuccessful delivery. The second account was switched to sim only and following this experience a good discount was offered on both contracts at Â£18 and Â£7.50.
Since then I have had numerous billing issues with over Â£300 being taken from my account in the first three months of this year.
Various advisors have promised to get this resolved as although the account is inclusive of minutes/data/texts we are being charged for every call/text and data usage. Despite a refund to my bank last month and a credit of over Â£100 an automated message today advised I owed over Â£100 and please pay it off. Again I called in, was assured it was in hand and a supervisor would call me back within 15 minutes. When that didn't happen after 45 minutes I called again. I was then told the correct procedure still hadn' t been followed and it could be 48 hours before I get a call back (which usually doesn't happen anyway).
I have had enough. I run my own business and work 16 hours a day 7 days a week. I cannot understand why the incompetence of your team has been allowed to continue for over 6 months.
Please, please please intervene and ensure this issue is resolved. Does customer loyalty stand for nothing these days. I have probably spent over Â£10,000 with your company over the last 20 years with up to three accounts at one time.
I would be happy if you could convince me that my efforts have paid off and that you do care.