Vodafone
Reviews and Complaints

To whom it may concern

I have a serious complain on Vodafone Egypt customer service, i was travelling to Paris from the 14th to 17th this month and i called to open the roaming and i had a complain as well and i upgraded my package to traveller and the Customer service agent told me that i will be now enjoying 1.5 GB and 45 min free roaming to found out after i got back that my invoice came with almost 1.5 after dediction to an amount from a previous complain and when i called again they told me no you shouldn't enjoy the whole package and the customer service agent should have told you so since the i made a complian almost 5 days ago and no one contacted me for 48 hours and the when i called u told me u will call back and the they called twice while i was in a meeting and never again, when i came out i called you and someone said they will check and get back to me which didn't happen, the 2nd day i called 9 am and a lady teplied ok will check and no one called me for 13 hours till i called back and a totally unprofessional customer service replied that we closed your complain because u didn't reply and the told me the complain policy to call u 3 times and the again said that he don't know the policy and he has nothing to do with them, and that he is from another department and that i still should wait for someone to call me..which of ourse again never happened and finally your twitter account told me that they will contact me and then didn't happen and they were totally u professional in replying

I'm extremly upset and next step will be taking all this to social media to add my pesronal experience and how terrible your customer service are

We are facing call drop problem after 2-3 min in Vodafone network.i called multiple tym to Vodafone care they are not provided any solution for this problem I m facing this problem since last one month .I have registered 1 St problem on date 7sep 2018 and 21 SEP 2018 reg no [protected]/[protected].after that several times I made complaint like this.so I m seriously irritated with Vodafone network and customer team.

Dear Vodafone customer service,

I have joined the red system few months ago and I was very interested with the benefits that I get and every month I was settling my bill with same amount approximately and consistent consumption, however last July I was shocked that my bill reached to approximately LE 370 despite I consumed my normal consumption in addition to the benefits u increased in the red system last month that reached to ( 2000 minutes + 9 GB internet) instead of 1500 min & 7 GB. And ( Ana Vodafone) was never appearing any exceed to the limit neither in the minutes nor in the internet.

This month I received a message with my bill for Aug that reached Le 300 however I did not exceed my limit in the calls or the internet. When I visited the branch of Hyper they told me that i used extra internet ( however upon my registration in the Red system i asked the agent to make my internet limited if I exceed it in order to control it plus my Ana Vodafone application was showing to me that I am within the limit)

Finnally I called the customer service and they told me that the increase of my bill was because of the "spin game" in Ana Vodafone. (Now I have got two different justifications)
I asked the one who I called at the customer service to remove this charge of this silly chargeable game but he said he can't and I should have known that it is a chargeable game and he repeated this to me many times and made me feel that I am idiot for playing this game before read it's terms and conditions despite that I read the terms and conditions that state that the first 3 days are free and I used it within the free dates and explained to him that u should have inform your customer that there is a chargeable games too and I as a normal customer not an expert in Vodafone red, i can not imagine that u charge ppl in this silly spin game however he replied in a very provoking way that it's my fault and said " before u do anything u must read" really he made me feel that I'm an idiot. I asked him to speak to his supervisor to make a complaint he said "no problem u can call him tomorrow after 7 am and if u don't believe what I say u can call us after 5 minutes and my fellow will give u same answer." I felt that he is challangeing me.

I hope I get a proper feedback and professional action to my complaint above

Thanks
Sherine Hamdy
[protected]

Dear,

I am writing to you to raise an issue about bill error

The issue that I have experienced was: What happened with step
1- I recharger my credit with amount 100 (EGP) at 9:43 (PM)
2- there is 32 (EGP) amount have been deducted for shokran services and the remaining amount was 63 (EGP)
3- I try to upgrad my package from flex 30 to flex 50 but there is an error in network even if when I try to renwel my package (flex 30)
4- I received a call on messenger so I close my mobile date 11:09 (PM) and check my net usage in last 2 hours I found out 14 (MB) and all my credit deducted (63 EGP)
5-I call the call center and agent reply to me called (Ibrahim Mohamed) and informed me that there is an error on system after reveiwing my usage and he found out that I used only 27 MB and he will refund to me the amount after 24 hours but I refused that cause how come you found that the amount that have been deducted is happen by mistake and you refuse to return this amount to me right now, so I ask to call this supervisor and he put me on hold for 45 mins and then hang up the call.
6- I call again the call center and submit complaint how comes that an agent but me on hold and then hang up the call under no. 1-[protected] and I ask to call the supervisor again as the first time the agent hang up the call and I have been on hold for 50 mins and then Ibrahim Ali (the supervisor) answer me and say to me that he can't found out my usage now on the system cause the system in the update time now and this will take from 30 to 60 mins and after that I can see your usage and why the 63 EGP have been deducted and when I ask him how come that the agent Ibrahim Mohamed told me that my usage is 27 MB and you say to me that the usage last 2 hours didn't appear infront of you and the reply is the agent give you wrong information and you already submit a complaint and we will wait till your usage appear on system although when I access Ana Vodafone application all usage appear to me and it appear to me that it have been deducted amount 65 EGP from my credit for internet usage 9.8 MB at 9:43 PM, so I didn't know how come that it appear to me on the application Ana Vodafone and didn't appear to him on the system
7-Once I close my call with the call center I received a msg informe me that we reveiw your usage and there is no fault although the supervisor agent inform me that the system under upgrade and he cant review my usage ¡!

It occurred on: 09/09/2018

This affected me because: The affect on me is as following
1- I lost more than 2 hours on hold while try to solve my problem with call center
2- I lost more than 63 EGP

1-Aplogize for the bad attitude and bad services
2- Review my usage on spot and refund the whole amount on spot.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Allaa Elkasheif
[protected]@live.co.uk

I found my credit 6 pounds less, when i called vodafone to know why, one employee said that i have subscribed in a music application, something went wrong with the connection so i called again, the other employee said that i have subscribed in play and win application and surely i didn't suscirbe in both ( no notificaton sent for the subscribe) but this is not only the case, each time i called vodarone, they gave me a different information ( this happened before when i want to know my flexes, i received 3 different data from them ) even now i renewed my bundle today and they told me on vodafone app, that i have 27 days left ( photo attached), as i know the month is 30 days.
i made a complaint, after waiting 48 hours to understand the way of charging and objecting, they called me twice and i wasn't available, when i called vodafone back to know what happened in my complaint, they told me as i didn't answer, they closed the complaint and if i want, i can do the same procedures again from scratch and wait another 48 hours, how is that, am i get punished because i didn't answer the phone, how they close the case without even a reply, should i wait 4 days again to just know what they do with my credit, i feel completely disrespect, i am starting loseing confidence, and i feel that there is something wrong, receving different information each time gives an impression that i have been deceived here.
So bad customer service from a huge company like vodafone
By the way, each time i noticed something wrong was by coincidence, i don't what will happen if i ask to know the details of my bill each month!

sir hamare yha par network ki kafi problem he hamare yha par kisi bhi mobile me
network nhi aata he cross ka chinh laga rehta he kafi mushkil hoti call karne me kahi dushri jagh jakar call karni padti hee .mere pure gao ye dikkat he agar kisi death ho jaye ya koi bemmar ho to ambulance ke liye bhi call nhi hoti he.ab ham sab gao wale us company ka sim card khari denge jo hamare yha network lagwa dega or network milega .

My Vodafone Mobile Router R218 became faulty during July'18. I took the unit to VC George -the unit was replaced with a similar product. The concern is that the replacement only had a 1500 battery strength and the initial unit had 2500 battery strength. The router with the 1500 battery strength was returned to VC Ilanga Mall Nelspruit and a OBF was created and approved. Now the store can only offer me the router with the 1500 battery strength again which is totally UNACCEPTABLE as I need a router with the same or better battery strength...as the contract was taken out with consideration of the battery capability. It has been a month now waiting for a router as Christopher and Madonna from VC Nelspruit Ilanga Mall is FULL of promises and kept me waiting for a month now without a positive outcome.

Four days ago I charged my wife's phone to make her a package(85 egp) and I entered the code and a message was sent to assure it. Then I realized that only 50 egp was taken to activate an old package. So I contacted customer service online and they didn't help, and went to the store and they told me nothing to do. I accepted that and it was fine. And there was still 35 egp credit left. After 2 days the credit was 11 egp and then 7 egp and no one is helping and I'm very annoyed and I'm very very sorry to say that but this is robbery. Please please take action

my problem is with Vodafone Egypt, the problem starts as I subscribed in an internet bundle that gives me 6000 MB by paying an amount of EGP 80 monthly, then later that day I downgraded the bundle as I discovered that starting next month I will not use that much GB each month, after I downgraded the bundle I discovered that I lost the money and the 6000 MB that I just bought earlier, when I tried to contact customer care and told them to either return the EGP 80 or give me the 6000 MB which the value I paid for but I can't lose both the money and the value of the money as if I throw away my money. they said that they can't help me and that it is my mistake that I cancelled. and actually I don't understand the concept as in any kind of service when you subscribe for 1 month and pay the amount and then in the same day you cancelled your subscription, you still have the 1 month service you paid for and the service stops starting the next month. but to lose your subscription and your money and get nothing at all ! ... this is very strange and not acceptable. I tried to escalate many times but they keep lying and saying that they will solve my issue but nothing happen so far.

I have been a customer in Marbella, Spain since early 2016 with Vodafone. I have been over charged every month by 12euro for internet which I have by another company and for a phone line I never asked for and never was in use. Plus the bills never add up. I am quite sure I have complained 50/60 times in person. The service is non existing.
I have called the "service Line" asking if the person speaks English ...I am put on hold and after a minute or so the phone goes blank. It's an absolute disaster. I would like to change provider but first and foremost receive the owed money back, which at this stage is about 300/400 euro ! Pathetic.

Vodafone is cheating people by offering 3 months plan with bla bla for Rs. 559. How : If you recharge for anything in between, your Rs. 559 is gone
and you will end up writing them and their reply would be like this is how we make money. They also claim that you made a mistake so face it.
But were is the clause that confirms that if you recharge above the previous plan, you will lose the earlier one?
Where is the information or alert that says so? That is just a secret because Vodafone knows that 80% are going to make such mistakes and end up losing money.

Moreover, they have a pathetic customer care center, the one I spoke to literally started crying and raised his hands by saying sir
I will lose my job if I help you with Rs. 559 but sad that he is not aware that Vodafone is making a hell lot of money by faking humble people.

Email solutions from Vodafone is so stiff that they just copy same email again and again and keep on sending just to irritate you.

Choose service provider with better services and don't fall in the trap of white zoozoos gulping your hard earned money.

كلمت شركه فودافون النهارده لابلاغهم ان الخط اتغير من نحاس الي فيبر للاسف رد عليا شخص بلغني ان الموضوع بياخد أسبوع ويخليه في احسن الاحوال 4 أيام تقريبا الوقت في الشركه دي ما لوش اي اهميه كأننا في العصر الحجري بالليل اتكلمت تاني علشان قلت ممكن يكون في شخص اكتر حرفيه اتكلم معاه للاسف بلغني ان أصلا مافيش اي بلاغ اتعمل الصبح وناخد دور تاني 4 أيام برضه علشان في شخص لسه هيبقي يروح السنترال يشغل الخط وده شئ مش سهل كأن دي شركه عايشه في عالم تاني هو فين الشركه العالميه دي اللي ماعندناش اي اعتبار الوقت دي فين الخدمه .ده السنترال غير خطوط منطقه بالكامل في 3 أيام للاسف اسؤ شركه واسؤ خدمه عملاء ناس ما عنداش زوق واهم حاجه ان كل واحد يوزع الموضوع علي غيره

Hello Madam/Sir,

I am Chintan,
I have vadafone prepaid Connection, hope I am a valuable customer for your company. But I am not getting the benefit.

I have network problem in my residence. Means my call is disconnected and in another situation I am not able to make any call because of no Signal I made complaint like this. The response given back are different, but my actual problem is still persist.

So this is the final letter/ attempt to continue with the connection.
Please escalate and do the necessary steps to solve my problem as early as possible.

NB: Please respond to this mail, if it is positive or negative.

My mobile numbers:
[protected]

Thanks and Regards,
Chintan.
C.[protected]@gmail.com

My company"QHD" contracted with vodaphone for some numbers. Vodaphone charging me for massages I didn't send. They charge me according to a massage coming from "7785" this massage says "your are submitted in our service. You will be charged 1pound daily. To cancel the service send a massege "stop225" to "7785".
1- I don't know what is this service
2-I never send massages from my mobile to this number
3- why vodaphone collect mony for third party without making sure that I am agree. Because the massege says you are submitted without my approval and vodaphone knows that.
4- this happens for mor one year
5- when I talked to vodaphone (3times) all of them say" why you didn't stop the service" and when I said " I don't know about the service and I didn't use it and I don't know what is the service" they said" we can not do any thing"
6- I sent a complain to vodaphone and our communication ministry. And nothing happens

My Vodafone Egypt number didn't work today all day long
I cant call customer service
I cant Call any b body
I searched for Vodafone branch and I went to the branch in Sheratom Elmatar
He told me the system is not working in all braches
even didn't accept to contact me to customer service
I made an accident using my car even I cant call police
It caused a lot of problems to my Work
I need compensation from Vodafone about all these loses
Finally my mobile worked and I tried to call customer service The putted me on waiting for more than one hour
this is not my first problem with Vodafone Egypt but I usually complain to Vodafone Egypt but no solutions usually
My mobile number is +[protected]
Name: Ahmed Zaher

Dear Vodafone CEO / Complaints Manager,  

account number: 5.26946.100000
Account Reference: [protected]

I am contacting you to express my frustration with your organisation as there has been no response to my complaint. 

I had a serious & critical issue with Vodafone Egypt
 
We are really disappointed regarding Vodafone Egypt services and customer care, we submitted more than 4 complaints and we didn't get any response and we called them many times to follow up the status and every time we found the complaints closed without contacting us or solving the problem The customer service can't help more than sending complaint to the complaint department then complaint department close it.; they can't know when will they reply, they can't support with any mean. All what they did lately is to raise the complaint case from medium to critical, and promised to receive a call from a manager to find an immediate action.. Rather than paying attention and answering our complaints، Unfortunately, all our company lines are suspended. Our business is affected and losing money and trust, our customer can't reach us and that's a big problem because we do emergency maintenance visits to all industrial sectors, also we have many tenders locally and globally that we receive daily discussion & inquires over the phone. We can't communicate with our suppliers, employees, and families. 
 
We always believe that Vodafone is the best company in the region, especially in terms of customer service. Therefore, it is our partner for 9 years and we rely on it to make our communications, but what happened disappointed us and made us very upset. 
 
I expect to be treated with due respect and await a response to my complaint and would like to receive a transparent message with the action taken to those who were responsible for what happened.
 
References, complaints no. 
1-[protected]   Date Wed, Apr 25 
1-[protected]   Date Mon, May 14
1-[protected]   Date Wed, May 23
1-[protected]   Date Mon, July 02

Thanks in advance 
Mahmoud Zohny 
CEO 
ZF Holding Co.
Giza, Egypt

Dear sir
I have a big problem with Vodafone Egypt sine 5 days ago actually in 14 of June I went to Vodafone shop in Carfour Madi - Cairo location get anther number in addition to my current number same account and after I paid the money the phone work fine for 1 day and then the activation department the disconnect my line and deactivate my phone number with no reason's,
and after 5 days I call them again they told me your signature was forma we need you to sign with you full name not in draw I told them why u need that its anther number add to my account and why no one didn't communicate with me first time how come communication company cant communicate in proper way and when I asked to make complain about the person who did that either the one who deactivate my number without telling me or the person who didn't tel me the process in the sign no it's 5 days and I need you kindly support to help me in that issue
my full name is
mahmoud mohmed abdel moneim
my number is +[protected]
the new number is
+[protected]
my ID is
[protected]

First, you can't call 2828 a customer service ( can't deal with customers - ignorant - can't solve an ABC problem ), I made complains and each month we are back to square one .
Second, i have been using vodafone for 15 years but let me gladly inform you that vodafone had been able to lose all of its customer's trust in less than 6 months and it became the worst network signal in Egypt .
Finally, I hope you can redeem your reputation again, choose wisely your employee and improve your network instead of paying for commercials .

Hi
This is may complain numb [protected]
Four days ago nothing happend.
I called a few days ago someone answerd my call but all i heard was ( stop joking youssif ) then he hangup i called i called again youssif answerd i told him to make a complain for his team mate who answerd me first next i called to check my complain only to find out that there is no complain for that matter so i made another one with the number above still nothing happend
Thx

Hi
Yasterday at1:02 am egypt locale time someone took my call but didn't say any thing he was acually joking with his friend (first person said stop joking youssif second person said these are son of [censored] custome) that's all I heard then he hangout. I called again some one called youssif answerd me and I told him what happend and asked him to write a complian. Today I called agian to discover there was no complain written at all and the first person who answered me is unknown this is my number [protected] my e-mail [protected]@gmail.com
This is my swcond complain numb [protected]
Thx