I’ve blogged before about my unhappy experience with Vodafone’s mobile internet service. I explained how I found it almost impossible to get online. So it was a bitter irony to get charged £100 by Vodafone in June for mobile internet roaming charges in California – especially as I was careful to go online when wifi was available in the office and hotel in San Jose.
When I first complained in June, a Vodafone agent accepted I was not responsible but said that my phone was. She said the phone was online continuously for six hours – yet at the times she said this happened, I was mostly in the office on the work wifi network. (And, just as significantly, I was not using the phone as I was on my work laptop and wifi-only iPad.) Despite this, the agent said they could do nothing until the billing period was over.
It gets worse. Vodafone send me texts (above) saying that I was halfway through my 5MB data allowance. At no point did they say I had used up the 5MB allowance. So I was appalled to get a further text saying I had used up 80% of the £100 cap on data outside Europe (below). So Vodafone’s texts to me went straight from saying I was more than halfway through a 5MB allowance and would be charged £15 for exceeding it to telling me I had used £80 of data. How incredibly irresponsible and misleading. (I’m now been told I had used 30MB.)
Customer service woe
It gets even worse. When I complained, I got a phone call from someone from Vodafone. They asked me for personal information, including my date of birth. I said I was uncomfortable doing so without being sure it was a genuine call. The caller said they’d send a code by text – which never arrived. When I chased by email, Vodafone’s agent asked me to send my date of birth by email. I said I wasn’t prepared to send such an important piece of info by insecure email – only to be told:
“I understand your concern about the Internet charges, Rest assured, the medium to exchange the information via email is on secure server. Your can provide information over the email. We care about your personal information that is the reason we have developed a secure protocol.”
Quite bizarre, as the email exchange was not taking place within a secure section of Vodafone’s website but by ordinary email. So the security of Vodafone’s servers was irrelevant.
Nearly two weeks on, Vodafone’s customer service team is still ducking all my questions:
Why didn’t you tell me that I had exceeded the 5MB allowance?
Why did you wait until I had supposedly used £80 of data over six hours before warning me?
Your agent acknowledged in June that I had not personally instigated the data usage – so why have you charged me for it?
I’m still awaiting answers.
The Guardian investigates Vodafone
The Guardian is doing a good job exposing Vodafone’s practices. Its deputy personal finance editor Rupert Jones this weekend reported that Ofcom is investigating price rises on ‘fixed’ mobile phone contracts. Vodafone is about to sting 10 million customers with higher monthly charges. As the Guardian said:
“The signs say pay monthly, the contract tells you how much you will pay … then suddenly something which you thought was fixed is moved.”
This weekend’s Guardian Money also reported that Vodafone had charged a small business £17,484 for a stolen phone. The company told the Guardian that “Vodafone doesn’t monitor accounts – this is the customer’s responsibility.” It could learn a lot from the banks and credit card companies, who have a good record of monitoring unusual transactions and warning the customer.
UPDATE: once again, Jenny and team at @vodafoneuk came up trumps, with an excellent, fast and generous response. A copy book example of great customer service through social media. Thank you!
I’m disappointed to see how unhappy you are and would like the opportunity for us to look into this further for you.
Please email my team via: http://goo.gl/6yQBT (this is a secure web form) and include the code WRT135 in the subject and we’ll get in touch to discuss this further.
Web Relations Team
Many thanks Jenny for the prompt response.
A big thank you to Jenny and team at @vodafoneuk for their rapid response to my blog and tweet – and a generous outcome. Well done.