Pay as you go services

[BlueWotsit]

Im writing this message in the hope that because I am a contract holder I might just be able to get a reply to the various email messages my wife who is a pay as you go customer has sent to Vodafone over the past 5 or 6 weeks.

Like hundreds of other users contract and payg in North Devon, in particular Ilfracombe my wifes signal was affected as was my own on far too many occasions as Vodafone were aware.

She enquired as to why Vodafone was prepared to offer compensation to contract holders BUT NOT pay as you go holders.

As she quite correctly stated in her emails (all of which were ignored) each month she was paying a sum out of her credit balance to access the Family and Friends service offered by Vodafone. The inconsistency of signal made a mockery of this, and some form of compensation should have been offered.

In the absence of any responses to her various emails, she then decided enough is enough with Vodafone and requested a PAC code so she could transfer to a Network which might just offer a customer service to herself.

Two emails later and ten days of time, and guess what - yes thats right those emails were also ignored.

This is appalling service yet again by Vodafone. When are you going to realise that ALL customers are important if they use your service - infact payg customers often pay more than many contract clients. 

[Nabs]

Hi BlueWotsit,

The contact form online can be flakey at times so there is a chance the email never actually made it through to the appropriate recipient. 

If you hang around on here one of the Vodafone Team should be able to get an email over to you and sort out your request. They aim to gte posts within 24 hours so sit tight they will get you as soon as they can.

[BlueWotsit]

thank you - flakey I think is an understatement as its been occurring to my knowledge for at least two years with the inconsistency of whether or not a reply is ever made.

I would have thought that a company the size of Vodafone could have afforded to get such an important method of communication these days sorted such that it is reliable.

regards 

[BlueWotsit]

Well just to comment that its just as well that I wasnt holding my breath whilst hanging around as still no response in any shape or form

[Wayne]

Hi BlueWotsit,

I’m sorry to hear that you have not had a reply from our customer service teams. I understand how frustrating this can be.

So that we can have a look at this for you I have sent you a private message with information on how to contact us directly.

You can find your PM inbox here

Thanks

Wayne

[BlueWotsit]

email now sent as requested as the link to contact you crashed again

[BlueWotsit]

Ok so the shambles continues.

1. I use the link in your PM to complete a contact form as requested.

That repeatedly crashes...........as usual.........totally abysmal - I even tried again this morning and still the same

2. I use the email address you supply and provide all the information you ask for

You reply you cannot find any record of me...............as usual abysmal.........but then I've only had my account since 1992 

I log onto Vodafone using my ACCOUNT information, I then link through and log into this forum AND still you cannot find my details........words totally fail me. 

Having spent hours on the telephone discussing network problems in my area in November and December I am not prepared to do that again.

I want to use email or a contact form that works.

I want solutions NOT excuses.

It is amazing how I can always be found when Vodafone are promoting a service YET now you cannot find me. 

The whole point of this thread was to try and resolve the problems with my wifes PAYG phone, however you can now be assured that after 20 years with you I will now be closing my own contract and those of my various children, as I have just about had enough of such poor service which seems to get worse by the week. 

[Dave]

Hi BlueWotsit,

I'm sorry to hear you've had issues getting this sorted.

I've checked the emails we've had in from your registered address and from those I can see it appears that the code mentioned in the PM was not included, so rather than being directed to our queue they were sent to the main customer services box.

From their response, it actually appears that they could not confirm from the emailed details the relevant level of security needed to verify the account, so whilst they could find it, they cannot discuss the account until the details are verified. With PAYG accounts this can happen not just when the address may have changed, for example, but also when the details have not been fully registered.

I'll get one of our team to try and call you as soon as possible so we can confirm what's needed and get everything sorted for you.

Dave