Even last year, many people complained to the authority about Vodafone Hungary’s customer service and the quality of the service, but according to the company, the most critical problems were rectified by the end of 2022
The complaints typically concerned the quality of the service, invoicing and the operation of the customer service. Complaints increased especially after the Vodafone Hungary a UPC acquisition later, the unification of the different systems of the two companies began.
A lot of people they made love to the media and communications commissioner that
- several invoices had to be settled within one month after the invoices were withheld;
- the telephone devices ordered in connection with the contract extension could not be collected, despite this, the subscriber contract was extended for 2 years, which made it impossible to invoice the monthly advance fee and device purchase price, order another device, modify or terminate the contract;
- the service provider could not release the repaired device citing a technical error;
- the MyVodafone interface could not be accessed due to the deletion of the e-mail address associated with the subscriptions, the account uploaded on the interface before the transition could not be accessed;
- the automatic transfer to the unified customer registration system failed, it was not possible to keep the previous phone number when concluding a new subscriber contract for technical reasons.
The communications commissioner negotiated between Vodafone and the supply
Edina Kastory media and communications commissioner, in order to deal fairly with consumer complaints, the service provider arranged a consultation and received continuous information from me about the problems related to the system transition and the various measures taken to eliminate them, says the NMH website.
In recent months, the service provider has extended or rescheduled the payment deadline or deferred payment, did not charge late interest, and did not withdraw the e-pack discount in the case of electronic invoicing.
A contract can only be terminated in case of at least two expired numbers and if the customer has not paid a single invoice. Edina Kastory emphasized that invoices may be withheld within the framework of quality assurance only in extremely justified cases, with special information to the parties involved.
According to Vodafone, by the end of 2022, system errors critical to business have been eradicated
In December 2022, the service provider informed the Media and Communications Commissioner that, in connection with the transition, system errors critical to business operations had been eliminated by the end of 2022. With the elimination of problems causing significant “customer irritation” affecting sales, contractual processes and invoicing, mass error phenomena can no longer occur, only special errors can occur – all in the communique.
According to the commissioner’s experience, Vodafone acted fairly in complaints addressed to the commissioner. In 80 percent of individual complaint cases, it provided a fair solution in whole or in part. The commissioner is confident that the number of complaints will decrease as a result of the service provider’s measures.
The HWS announcement about W, which also reviews the above he noted, that according to his knowledge, Vodafone’s activities were not sanctioned in the framework of any official procedure. However, as reported by Media1, after the acquisition of Vodafone-UPC consumer complaints received by NMHH doubled.
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Cover photo: Vodafone Hungary store in Duna Plaza
Photo: András Ladányi / Media1