17-02-2017 08:54 PM
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
17-02-2017 09:29 PM
18-02-2017 04:01 PM
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.
19-02-2017 12:31 PM
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
19-02-2017 02:58 PM
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.
19-02-2017 10:29 PM
20-02-2017 12:45 PM
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.
20-02-2017 12:50 PM
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
21-02-2017 04:35 PM
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.
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