Mobile Broadband

[Decker]

Today (on being forced to have to top-up) this is the quote from the My Account top-up page (above remaining balance), page saved as proof of this;

£15 TopUp gives you 3GB for 30 days, this will allow you to go online for up to 120 hours - or read and reply to 3250 emails.
It also lets you download 330 music tracks or 150 video clips. Or whatever else you enjoy doing on the web.

So if I hadn't noticed completely by accident last top-up I'd still be under the impression that I was paying for 3G of data.

So Vodafone, do we get our 3G or do we site you for false advertising to Trading Standards to start with?

[pineappletree]

If i was you id goto both Trading Standards and to Ofcom as well as ive reported the same issue 2 days ago.

What i also want to add to vodafone is exactly what incentive have you got to keep your customers exactly especially when 3 offer a infinitely better deal and has a even better signal and download speed than you? I thought to stay in business you have to keep the customer happy? Where is the happiness here? Is this the begininning of the end for vodafone? I sincerely hope so

[mel8685]

my content control has been temporarily removed n now i cnt access such as games on fb? i took my id into the store weeks ago n now its gone wrong n i dnt have a credit card so has anyone else had this problem and when is it gonna b fixed i am nit happy its been playing up all week

[Odin]

Spot on post I'm really glad people are now starting to see what Voda are doing, so voda now people are having to top up more often they wont stand for getting less for there money do you still think you made the right decision myself I think the people are beginnig to tell you.

[Dave]

Hi Decker,

Thank you for bringing that to our attention. I'll be chasing up what has happened with regards to getting this updated - it may be just waiting for the page on the server to be updated.

Guys - we do genuinely listen to all the comments you make, and we feed back anything such as this to show what our customers have to say about our services, as that's the best way to gauge reaction to what we offer. Rest assured your feelings on this are being passed on.

Dave

eForum Team

[Decker]

So does this mean we will get what was advertised at the time of topping up Dave? (tries to strike matches on wet tripe as well)

CS (indian outsourced desk obviously) latest response;

To Customer Services:

Having now for the past 3 top-ups received only 2G (I have had repeated copy and paste responses from CS, even when I requested they do not repeat this, that the top-up amount has been reduced to 2G. Something which I was not informed of and was unaware.
As you still advertise the 3G amount for a £15 top-up I insist this is what is provided (including the last 2 top-ups which were only credited with 2G).
Should I receive even 1 response stating the same script quote I will be forced to assume that you could not care less and refer the matter to the appropriate regulation and consumer agencies.

Reply from Customer Services: (AGAIN)

Vodafone Customer Services

Hello Mr. Flack,

I apologize for the inconvenience caused to you with regard to your PAYG dongle account.

I understand you are concerned about the data allowance which is allotted to you. I would like to inform you that if you top up your dongle with £ 15.00, you will get 2 GB allowance instead of 3 GB. This change has been implemented since 1st August.

I can confirm that you have been allotted 2 GB allowance for this month which will expire on 25-09-2011.

Once again, I regret for the inconvenience caused and hope the above information is helpful.

Kind regards,

(removed for security)

------------------------------------------------------------------------

Surprisingly even though I asked them not to on several occassions this is exactly the same response as on previous communications - copy and pasted script.

So it has been confirmed Vodafone couldn't care less about their customers - see above, really, it's official... Customer Services say so.

[James]

Hi Decker,

I fully understand your frustration around the change in our pricing structure however at this moment in time we are unable to give you 3GB fro your £15 top up as the system will not allow us to add extra data onto your account.

When the change was implemented we sent automated messages out to all of our dongle customers at the time which means you should have received this into your VMB dashboard as an alert.

In regards to the page where you say the information was incorrect, please can you tell me exactly where this page is if it is still live as I am unable to locate this on our system or in your online account.

I will try my best to assist you further however there is nothing more that we can do to change you to a 3GB allowance.

James

eForum Team

[Decker]

I doubt that Vodafone don't have enough control over their systems to make good on their advertising mistakes.

The page was the logged in account page - where you would see your balances, this has now been removed (I was so surprise that happened) so someone knew exactly where it was.

Best guess 'Arivalagan' as it was their part of the page code, so now you also know who to take it off their wages...

BUT by sheer luck here's a copy saved from the 26th (Friday) when I topped up, but did not receive the advertised amount.

That's 3 times this month, a full 3G missing.

Which by your new figures is £22.50 I'm loosing.

http://scotia-it.com/vf/My%20Vodafone%20Account.htm

You can clearly see Vodafone's top-up offer of 3G for £15, again not received.

Attached is the archive of the files clearly dated 26/08/2011 so no out clause there.

And can someone please sack the Indian Helpdesk, I'm still getting the same stupid copy and paste scripted replies no matter what is asked. Just re-enforcing the whole give us your money and get lost approach.

[Decker]

Oh, and I have never in anyway been informed of the decrease in data quota.

[James]

Hi Decker,

Thank you for getting back to me with the additional details as requested.

As we are unable to do anymore over the eForum regarding your issue I have emailed you directly instead.

If you have any queries regarding the email, please reply to the email and I will be more than happy to assist you as much as possible.

James

eForum Team

[dannyjohnson]

i also want to add to vodafone is exactly