"1 star" is FAR too generous! Worst service I have ever had in my life. 11 months and the incapable staff have charged me for their errors on 3 occasions, and only refunded one because I persisted via email about 5 times. I've wasted hours and hours emailing, phoning, going in store and they still haven't resolved anything. They haven't been able to set up a direct debit on my account (despite numerous confirmation in store, on the phone and in writing) and then charge me late payment fees due to their incompetence. I receive someone else's bill via sms every month without fail (they aren't able to see this). I was incorrectly charged abroad and the money was supposed to be refunded (it still hasn't). They still haven't answered my emails from January (one being who their regulator us so that I can escalate to them), they have just been ignoring my questions and sending copy and pasted responses. My Dad also had an account, he had an awful heart attack which cause a stroke, losing half his brain and was left unable to speak, after nearly a year in hospital and rehab he lost his house as he couldn't work. Vodafone documents were obviously not the priority of things to keep from the house he lost. I went into the store with him to cancel his contract as he could no longer afford the one he was on, I made it very clear that he couldn't speak anymore, but had his ID with him and could communicate with his hands or by nodding. The guy just kept brushing us away saying "all you can do is call us up to cancel, you can't cancel in store". Now I'm no rocket scientist, but when someone can't speak and doesn't even have their account details, phoning up is not possible. My dad was literally tied into his contract because he couldn't speak and they wouldn't allow a concession to cancel his contract for him in the store. He was looking very frustrated and embarrassed after (not being able to speak was very embarrassing for him and the staff were so rude and insensitive). I emailed about this and all I got was "that is our procedure". So if anyone ends up unable to speak, you're going to be tied into your contract for a lifetime! Outrageous. I honestly can't explain how ashamed this company should be. Once my contract has run out I will be running a mile and will never go back!!