28-06-2011 10:34 AM - edited 28-06-2011 10:42 AM
I have a PAYG phone. The problem is topping it up. There is a technical problem with my online account which means that I cannot store credit card details. The problem is clearly a technical issue which needs escalation to a technical support person, but it seems there is no way to make this happen. I have been trying day after day, every way I can find, but have still made no progress.
The account used to have my card details, but they have vanished. When I try to add a card it gets to the end of the process and then says:
Sorry we are not able to process your request yet.....
- Sorry - we have not been able to retrieve your contact details.
So I cannot topup online.
Next I tried topping up using the phone. I was eventually successful, by entering all the card details using the phone, which is not easy. At the end it offered to store the card details, and I asked it to. It then gave an error message and returned to the main menu.
Next I tried phoning Vodafone. The person I spoke to was in a hurry it seemed, but he said he would enter the card details for me. I gave him all the details and he entered them. He said it was OK. In fact this did not help at all. No card details are visible.
Next, on Saturday, the system offered me online chat system support. (I can't actually see this chat facility on the system now). I had a long chat, lasting 37 minutes, to Sujan. He could see the problem and could not solve it but promised he would sort it out and phone me on Sunday. He never contacted me.
Next, on Sunday, I tried an online email. One is only allowed 900 characters, which is not really enough to explain it fully. No reply.
I will post a second message following this one, giving the chat transcript, with card details and personal details removed, as it shows exactly what happened during the support process. I think you will understand my frustration. I am a patient person, and I worked in IT for 40 years so I'm not a beginner at this sort of thing.
If there is anyone who can actually help by getting a tech to look into the problem with my account and fix it, I would be most grateful.
28-06-2011 10:38 AM - edited 28-06-2011 10:44 AM
Here is the chat transcript: (I like it when he says he is damn sure)
|Chat start time||Jun 26, 2011 10:06:33 AM EST|
|Chat end time||Jun 26, 2011 10:44:32 AM EST|
|Duration (actual chatting time)||00:37:58|
|info: Welcome to Vodafone! You are about to be connected to a online customer service representative for Vodafone UK. Your approximate wait time is 2 minute(s) and 55 seconds. We thank you for your patience and look forward to chatting with you.|
info: You are now connected with Sujan.
Sujan: Hello, you're chatting with Sujan, one of Vodafone's online customer service specialists. May I take your name please?
You: Richard Beal
Sujan: Hello Richard
Sujan: How are you going?
You: There is a problem with your computer system, relating to my account. Please can you get someone technical to look into it.
Sujan: May I know what is the problem you are facing with my account
Sujan: i will help you,
You: Under My profile/My Payment methods I cannot register a credit card for top-ups. It gives an error message every time.
Sujan: May I have your mobile number, date of birth and first line of address with post code to access your account?
You: The exact error message is: Sorry we are not able to process your request yet.....
You: Followed by "Sorry - we have not been able to retrieve your contact details"
Sujan: I can register the credit card for you
Sujan: Let me check with your account
Sujan: I am sure will find a way out
You: I was told that when I phoned. The person took all the details and put them in. It did not work, there is still no card in the system.
Sujan: Please give me the mobile number, I will check the problem
You: My mobile number: ************, DOB *************, ***************
Sujan: May I ask one ques please
You: Of course...
Sujan: On the card statements is the same address which is registered in your account?
Sujan: Ok, Could you please provide me the post code.
You: My wife, at the same address, same setup, her account works correctly. I think there is a technical problem.
You: Post code: *************
Sujan: Now may I know the card number please
You: ***** expires ****, code ***********
You: Name on card: **********
Sujan: Please allow mw for a moment
Sujan: Thanks for waiting
Sujan: I have got the problem..
Sujan: The same card is registered against with another number?
You: No. I only have one phone and one account.
Sujan: What about your wife as you said, the same details, and it works correctly
You: Wife: Different account, different number, different card, same address. Same type of card.
Sujan: Let me check this for you
Sujan: It will take me a while to check this for you. Is that okay with you?
You: No problem at all.
Sujan: Much appreciated!1
Sujan: Have you topped up today?
Sujan: Nops, I am asking about your account
You: Yes. After struggling with the computer for 30 minutes I used the phone. It did work and I added £30. It said I could store the credit card details, at the end. Then it said there was an error and it jumped to the main menu.
Sujan: As per account history you have topped up your account today.
You: I would like to be able to use the computer. Also it is hard using the phone as I can't store the number so I have to key in all the details every time.
Sujan: Please give me a moment
Sujan: Could you please go to my account now.
You: I am there
Sujan: Richard, as you have topped up via phone, it means the details you have provided that has been registered.
Sujan: Because without getting registered you would be unable to top up
You: No they have not. It said I could store the card details, and when I said yes to store them, it gave an error saying it could not store them. In other words it had the same problem that the website has.
Sujan: The moment I enter the details in the system it says, the card is already been registered with this number
Sujan: I got your point
You: I am regiastered, yes. I have an account. But I cannot set up a stored credit card under payment details.
Sujan: The system says your credit card is registered
You: If you go to My Account it is not. I'll go there again now and check again...
Sujan: It is not on the my account
Sujan: I have checked already
Sujan: There is a technical problem with system since today morning
You: You are right, it just isn't there. Your system says it is there, my eyes say it isn't...
Sujan: It is taking time to update
Sujan: I would suggest you to please wait for 24 hours to see, if this will be updated or not.
Sujan: I am damn sure this will be updated.
Sujan: It is not there just because of technical issue.
You: I am not convinced. My wife's is fine, mine is not. The card was set up on the account months ago.
You: It can't take months. As I said at the start, there is a technical problem - just with MY account.
Sujan: Trust me, without getting registered the card, it is not possible to top up your account
Sujan: Nops, there is a technical problem with system today, with every one, in terms of applying changes made today.
You: Yes you can. If you use the phone you can take the option of entering all the new card details using the phone. It is not easy but you can do it.
Sujan: Nops, this is when the details gets registered.
Sujan: You cannot do this, if you would try with another card.
Sujan: I am sure about this.
Sujan: I would request you to please wait for 24 hours
Sujan: I will personally follow up for you
You: But I originally entered the card for this account months ago. It has somehow vanished from view.
Sujan: Not to worry, I will fix that for you and give you a call back when its done or if we require your card details.
You: Can I persuade to to report my case to technical support. It will be frustrating to wait 24 hours and then have this entire conversation again with someone else.
Sujan: You do not have to explain anything
Sujan: This chat history would be there on your account
Sujan: You just have to say that please check my previous conversation with sujan
Sujan: I can promise you that I will follow up for you, so any which ways you do not have to explain this to anyone.
Sujan: Is that make your convenience!!
Sujan: I mean are you convenienced?
You: So will you phone me tomorrow after you have checked it is now working? Or phone me to tell me that it is being escalated if it still is not working?
Sujan: That's what I mean.
You: OK, you have my number... You can also email me on: ********************
Sujan: Please do not worry about this.
Sujan: You can keep my words
You: OK Sujan (is Sujan a male or female name?)
Sujan: I am a Boy
You: OK. Bye then.
Sujan: I hope you are happy with the help provided by me?
You: I know you have tried hard, but I will only be happy when the problem is fixed. I still think it needs a techy to look into it.
Sujan: That's my call now, you have trusted me and given this task to me.
Sujan: Now this is my responsibility to get this done
Sujan: and I will make you happy for sure
You: OK Sujan. Bye now.
info: A copy of this chat transcript will be sent to ****************** at the end of this chat.
Sujan: It was nice chatting to you.Have a nice day ahead.
30-06-2011 12:45 AM
Many thanks for your posts here.
I have taken a quick look at your account as I can see that you have emailed our customer service teams about this already, I have also emailed you to request a suitable time to call you so we can discuss this further and go through a few things over the phone with you.
If you can reply to my email with the information requested I will be able to get one of our team to look into this further for you and also follow up with any further action required to get this all set up.
02-07-2011 05:40 PM
It is now a week since the problem started and 4 days since my posting here. In that time I seem to have made no progress whatever towards solving the problem.
I have used phone, support chat, email and this forum. The only other two methods of communication I can think of are posting a letter or arriving at the Vodafone office in person.
If anyone reads this who has suggestions of what to do next, please let me know.
05-07-2011 03:27 PM
I was contacted yesterday (4 July) by a member of the eForum team. They can see the problem and have referred it to the IT department. I suggest you put up your own new message asking them for help.
09-07-2011 01:47 AM
11-07-2011 05:17 PM
Please could you chase it up, to make sure they are really going to do something.
It has now been a week since you referred it to the IT people.
12-07-2011 05:26 PM
I'm having the same problem and have also listed an online message to try and get it sorted, i'll be watching this with interest to see how long it takes! Good luck.
13-07-2011 08:30 AM - edited 19-07-2011 01:13 PM
If you can reply back to one of the emails that we have previously sent you we can see what is happening.
Whenever we do hear something back from the IT teams we would let you know straight away.
I am sorry to see that you are experiencing the same issue, so that we can look at this for you I will need your account details. I have therefore just sent you an email, if you can reply back to that with the relevant information we will investigate this.
18-07-2011 02:13 PM
Vodoafone sent me a text on Friday 15 July saying it was being worked on, and to be patient. That was encouraging.
It is now 2 weeks since it was referred to the IT support people, and I do wonder just how long their backlog is. My reference information is:
Re: EFT165 - your eForum Query [#6807030]
24-07-2011 10:49 PM
It is now 3 weeks since you referred my problem to the IT people and nothing whatever has happened.
Please will you escalate this to your management, I am sure you can see this is not acceptable customer service.
Reference information for you: EFT165 - your eForum Query [#6807030]
26-07-2011 04:00 AM
Thanks for your post here. I appreciate how frustrating this must be for you.
We’re unable to deal with this directly on the forum as we need your account details. However, I see that you have also emailed us with the same contents of your post. With this in mind, we’re respond to your email as soon as we can to give you an update on this.
26-07-2011 10:33 AM
I've noticed that you've posted the same query in an existing thread here, also in the Pay As You Go Services forum. So that we don't duplicate information, we'll only respond on the linked thread.
12-08-2011 10:40 PM
It is now 6 weeks since the team here reported my problem to IT support. There has been no useful progress and no feedback. I will continue to post messages here until it is solved.
There seemed to be some progress on Wednesday 27 July when I received an email from IT in Mumbai asking me for all the information again, including the screen shots. I sent them a comprehensive email, showing screen shots of every stage and giving them step by step instructions to reproduce the problem.
Disappointingly I did not receive any reply. I have twice emailed support here asking them to chase it and at least get confirmation that IT in Mumbai are working on the problem. Each time I get a polite response that someone else is dealing with it and they will let me know of any progress. But that is all.
I have repeatedly asked them to try to escalate it to management. There must be some customer support managers/directors in Vodafone. Why can they not help? They could phone the manager of the IT support team in Mumbai and ask whether they got my email and where they are on the problem. Solving my problem would very likely stop the same thing happening to dozens more customers. I imagine many customers simply throw away the SIM and set up a new account from scratch, or more likely change supplier. But I don't want to lose my phone number, and I am loyal to Vodafone.
It really is incredible that a customer as patient and as helpful as me, who has tried to help them find the bug, has given them all the information needed, is still ignored. I'm writing this in the forum so that this thread can be sent on to anyone who cares about quality in Vodafone. My reference number is: EFT165 - your eForum Query [#6807030]. My Mumbai reference number is INC000000051300 [#6959258]