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Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: 4gb extra data bonus

Groan!

Message 21 of 54 (7,359 Views)
Posts: 1,933
Topics: 6
Thanks: 239
Solutions: 16
Registered: ‎29-09-2015

Re: 4gb extra data bonus

@Kevin6062 We're currently investigating into this. 

We'll provide you with an update as soon as we hear anything. 

Message 22 of 54 (7,266 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

Thank you very much.
Message 23 of 54 (7,264 Views)
Posts: 368
Topics: 47
Thanks: 40
Solutions: 3
Registered: ‎19-01-2016

Re: 4gb extra data bonus

Hi @Kevin6062

 

I'm going to pop you a Private Message for this. You'll see this in 'Messages' at the top right of the Community Smiley Happy 

Message 24 of 54 (7,240 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

Hi would just like to thank everyone who has help me with this issue as I now have the 4gbs reinstated. And had a text saying as long as I renew my £30 big value bundle I will continue to receive it.
Message 25 of 54 (7,109 Views)
Posts: 132
Topics: 0
Thanks: 31
Solutions: 0
Registered: ‎11-11-2016

Re: 4gb extra data bonus

@Kevin6062 That's great to hear! Thanks for letting us know. Smiley Happy

 

Please get in touch if there's anything we can help with in the future. 

Message 26 of 54 (7,007 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

Thank you very much. I will do. 

Message 27 of 54 (7,004 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

Hi I came across this and am hoping - as I have seen another customer get their problem resolved - that someone can help.

I bought a £30 BVB with the extra 4gb in October 16 and haven't had a problem until the last time I renewed 2 weeks ago.  I ran out of data a day before my normal renewal, got a text that I could renew early, checked the Ts & Cs that it wouldn't affect my 4gb and went ahead.  I then checked my allowances and had the BVB and also a 4gb extra renewing the next day.

However the 4gb never came and has disappeared when I check my allowances.

As per other messages on here the Terms are VERY clear and I should have this 4gb - being with Vodafone on the BVB is pointless without it.

I have visited 2 stores, called twice and also chatted with no resolution on any of them.  The shops and the chat advised me that only Customer Services on the phone could sort it.  My first call was put on hold while the agent went to "check with the manager".  10 or 15 minutes later it transpired that the manager was "in a meeting".  My second call the agent couldn't do it and I had a conversation with a manager who persistently told me it wasn't available any more.  I advised her that I have worked on Vodafone for most of the last year in a contact centre and that I know exactly how things work and if she couldn't sort things perhaps she could get a Superuser to have a look.  The call ended with me asking for a formal complaint to be raised - I won't hold my breath as the manager clearly didn't raise anything.

My only option is to continue calling until I get a decent agent - but this could take months.  I hope some of you forum guys can help

Message 28 of 54 (2,764 Views)
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: 4gb extra data bonus

I'm sorry that you have had such a poor experience with CS "help" - from what you describe, I'd have hoped that they could have sorted it out for you. Members of the forum Tech Team read all the posts here, so I suggest that you hold on for their advice on your problem.
Message 29 of 54 (2,749 Views)
Posts: 127
Topics: 1
Thanks: 45
Solutions: 1
Registered: ‎09-11-2016

Re: 4gb extra data bonus

@joesoap

 

We'll be more than happy to look into this for you.

 

I've just sent you a private message with some details on how to get in touch with us. Once we've got your information, we'll be able to get this resolved for you.

Message 30 of 54 (2,666 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

So thanks for the response.  However a generic "contact us" message and then texts and calls at 10am on a Sunday morning aren't really helping.  I wasn't able to answer.  I sent my number, that's all somebody needs along with the information in my main post, hopefully somebody sensible will still get a hold on this and reapply my 4gb.  Otherwise its frankly time to get a Pac code

Message 31 of 54 (2,554 Views)
Posts: 127
Topics: 1
Thanks: 45
Solutions: 1
Registered: ‎09-11-2016

Re: 4gb extra data bonus

@joesoap

 

A member of the team would have had to get in touch to pass security with you before we can access your account. We're unable to make any changes or even access the account to confirm what you've mentioned unless security is passed. I’m sorry that this has caused an issue but our customer’s security and personal details are extremely important to us.

 

You should have received an email from the member of team asking for an alternative way of passing security. You can get back in touch with us that way, confirming that you don't want to be called and we can get this resolved without having to contact you except via email.

 

If you give us a chance, we’ll get this resolved quickly but as I mentioned, we need to protect our customer’s accounts.

 

If you'd prefer to get this resolved yourself, please contact Live Chat and discuss this further there.

Message 32 of 54 (2,523 Views)
Rank 2: First Poster
Posts: 20
Registered: ‎23-09-2016

Re: 4gb extra data bonus

After having a similar issue regarding the 4gb data which was sorted for me. Whether or not I needed the extra 4gbs of data is not the point Vodafone states as long as I top up £30 and have never opted out then I will always receive the 4gbs and until they remove it from the t&c I will expect it every month plus I feel if they end the deal then I'd expect to be texted. The next time they fail to honour me the 4gb data without good reason i would not hesitate phoning for my PAC. Good luck in getting it sorted.
Message 33 of 54 (2,486 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

Thanks Kevin it was cos I saw you getting sorted on here that I posted.

 

Will, thanks again for the interest and reply, I work in a contact centre and for most of the last year was working on Vodafone so I know the computer systems used, policies, DPA procedures etc etc in fact were it not a breach of good ethics I could approach some of my colleagues and get this sorted in the space of 5 minutes but as you will be aware no agent should deal with a customer they know or have a relationship with.

The agent who texted me also texted me an auto generated 4 digit pin code - which is the only security required as there are none of my personal details on this PAYG account.  I couldn't answer the call as previously mentioned.  As for being unable to access my account without doing this - this is nonsense.  Back office staff and various agents in various positions access customers' accounts on a continual basis for a number of reasons not least to service that account for lots of different reasons.

 

The agent did say they would email me but they haven't and I have had no other private messages.

 

All that needs to happen is someone needs to look up my number on the computer system, modify the service and tick the appropriate box on the appropriate tab, verify it and submit it.  If they do not have access to do this then it needs escalated to someone who has a higher level of access and who has this option available to them.  I notice that kevin6062 got his identical problem sorted after a team leader dealt with it.  If they sorted it for him, surely they can sort it for me.

 

Thanks

Message 34 of 54 (2,424 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

PS

I have already visited 2 stores, called twice and chatted which is why I am having to resort to the forum.  As usual very poor customer service from Vodafone or its sub-contractors

Message 35 of 54 (2,423 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

May I also mention that I have had to waste 1050 reward points to get extra data and also have had to spend an extra £10 to get more data.  One agent on the phone offered me the usual one-off extra 2gb for a month but I said I didn't want this as I wanted the 4gb I am entitled to every month so they didn't even give me it and tried to make me out to be refusing their solution

Message 36 of 54 (2,422 Views)
Posts: 416
Topics: 2
Thanks: 53
Solutions: 8
Registered: ‎30-04-2015

Re: 4gb extra data bonus

@joesoap

 

So we can locate your email and help you further, please provide the case reference (looks like #[123456]) from our auto response and we'll be in touch.

 

Message 37 of 54 (2,244 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

The only thing on it was this code: WRT165

Message 38 of 54 (2,191 Views)
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: 4gb extra data bonus

@joesoap

 

Will's PM of 18-02 will have included a link to a form for you to complete. When you submitted that form, you should have received an automated response email, with a reference that looked something like WRT165 #15123456 - it's the #15123456 bit that Mark is looking for.

Message 39 of 54 (2,181 Views)
Rank 1: Guest
Posts: 13
Registered: ‎17-02-2017

Re: 4gb extra data bonus

Thanks.  No email.  I have resubmitted the form - still no email.

Message 40 of 54 (2,075 Views)
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