The complaint has been investigated and
resolved to the customer's satisfactionResolved Vodafone Spain — awful customer service
resolved to the customer's satisfaction
Where do I start?! Since setting up a business user account with Vodafone Spain in March 2009 I have had problem after problem. Every time I speak to their customer service department they tell me a different thing.
I have not received a paper invoice since May this year and could not access the account online to view invoices despite more than fifteen calls to try and sort it out. Six passwords later I have just managed to get online and download the invoices which had been promised to me in the post on four separate occasions.
Intrestingly I received the first four invoices to the correct address and when they did send me a copy invoice of one that was missing it had a totally different address on it despite me having confirmed the address twice previously.
I was also told by one customer service operator that if I want to view my account online I cannot receive paper invoices and vice-versa - this is contrary to what I have been told by at least two other customer service operators and the distributor who sold us the package.
In between all this Vodafone have been overcharging me every month since the account was opened between 13.50 euro and 55.10 euros amounting to over 150.00 euros in total to date. Alot of money to a small new business.
Of course not having had access to all our invoices I began by only querying the ones I had. I then received a rebate with no idea what it related to. The final straw was when I managed to download all the missing invoices to find they have continued to overcharge me.
When this was queried yet again I was told that the charges are for internet access. I pointed out that I pay 18.00 euros a month for free access to which I was told that I am accessing the intrnet via Vodafone Live and this is charged for seperately. If this had been explained in the first place it could have been addressed however the point is that I have NOT been accessing the internet through Vodafone Live so it is all rubbish anyway.
As I am not Spanish I wondered if this had anything to do with the service I was getting so I even asked my accountant to call on my behalf (who is also a lawyer and Spanish) after over an hour on the phone to them she gave up totally bewildered.
Given the total ineptitude of their customer services department I don´t believe a word they tell me.
So Vodafone Spain if you are reading this...unless my issues are resolved I will be cancelling my contract and moving to Movistar as soon as my contract expires.
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