24-02-2012 04:56 PM
I have been a Vodafone Pay monthly customer for over 16 years but once I finish my contract that is it. Unfortunately it looks like Vodafone and I will be talking via lawyers at this rate at immense mutual expense unless I get to talk to talk to one of those rare people - a Vodafone employee in the UK who is able to actually understand the issues with my account and actually come up with a mutually satisfactory reosolution. I am sooooo fed up of talking to Egyptian call centre workers who start giving me attitude back when I start to explain for the umpteenth time just how useless their service is.
Here's a description of events:
1. Raised a complaint about poor data speeds in central Brighton and London (places I spend most of my waking hours working) on the complaints page - the responses I got were referring to coverage in hte area I lived in.... so Vodafone employs people who cannot or will not read emails properly.
2. I paid my bill online, and the money was taken from my card twice. When I noticed I had to ring up to tell vodafone about this. I was told that my card would be credited, it wasn't, my Vodafone account was credited instead and didn't know this until my next bill. I also said £10 extra credit would be a good gesture for my time and inconvenience - that fell on deaf ears.
2. Decided I was getting nowhere so decided to get away from Vodafone. However I had two lines on my account, one with quite a few months left in contract. Therefore I decided to transfer one number to another network and leave the other.
3. It took several attempts and the usual mistakes and errors to get that number successfully sorted - in fact proper resolution of issues only ever came when I talked to people in UK call centres (getting the right PAC code, being told I hadn't settled the outstanding three months on the contract when the money had already been taken, and so on ad nauseam ad infinitum).
4. Finally happily transferred to other network on one number leaving behind the other number. Only thing is on transfer of the one number led to my online account billing account being disassociated with both numbers.
5. Last month got texts saying bill was overdue but I was not able to access my bill. I rang up and they coldn't really help me but said they'd send me a paper bill. This took a week, and arrived after my line had been cancelled (not just barred). So I paid up and got the service restored but still couldn't access my bills online.
6. Was waiting for my bill but nothing had arrived this month so rang, spent the usal 10 minutes being told how much they wanted to help me, explaining yet again the situation and was told they couldn't send me a paper bill. An attempt to get my online access restored also failed. Oh and please, no more saying sorry, please please please resist the temptation to use the word sorry, it's a flagrant abuse of the word as Vodafone can't possibly know the meaning of the word.
7. Only thing is a paper bill had actually arrived (contrary to what Vodafone may think, I do have to work and can't spend all my time on the phone to them as much as they seem to want that, so the bill was on my doormat while i was on the phone to them...but they'd said they couldn't send me a paper bill).
8. Oh look, for the pleasure of receiving a paper bill, which I am perfectly happy to look at online if i could, i was charged £1.27 + VAT...
9. BUT the charge for the paper billing paled into insignificance to the cancellation charge (about 6 months line rental) that I hadn't actually asked for (I'd asked for a quote).
9. I have a day off, so what better way to pass an hour or two of it than ringing up vodafone customer services to sort this out. But I really don't want to talk to an ever-so-polite but helpless Egyptian again, so I track down Vodafone's UK corporate switchboard nad beg them to put me through to a UK call centre, I am promptly put through to Mohammed... in Egypt.
10. Mohammed is a manager, whoopeee but I thnk even the President of Egypt (if there is there one at the moment) wouldn't be able to fix the innards of Vodafone's CRM system. I suggest to Mohammed that perhaps we could agree an amount i can pay that is less htan what they have billed me for so that we can end this sad sorry relationship. I also suggest he is not empowered to find a resolution to the problems and maybe we shoudln't waste much more time on this. However he is ever so resolute. He gets the canncellation charge removed, he says he is waiving the paper bill charge (his colleague had previously offered to remove paper billing but he hadn't quite remembered that that would leave me without a bill at all). Then we try, yet again, to resuscitate my online access. So we identify the culprit user account and see the error when I authenticate properly (I work in IT, I know how these things work, well how they should work, not the way that Vodafone makes them not work, I mean, case-sensitive usernames for pity's sake, but i digress), and then try to associate my remaining number with that online account.
11 Mohammed then says he will have to ring me back but rest assured I shall hear from him today. I point out that he must call me on the number i use which is the other number I moved to another network (sigh) and he reassures me he can call me on that number.
12. Three hours later sitll waiting for mohammed's call. Meanwhile I have received, on my non-Vodafone mobile, not one but TWO texts, from Vodafone to tell me that my "content-bar has been applied"... errr what?
Please vodafone. let's just stop this silliness. After 16 years let's just call it a day and part on reasonable terms. We've been through some happy times, and I admit I didn't always pay my bill on time (you lost my direct debit form years ago and i didn't trust you to take the right amount once and once only from my account anyway), I wasn't the highest spending customer (sometimes my monthly bill would dip below £80!!!!), but let's just say you've had plenty of money from me over the years but you've stopped caring, let me go, please?
Oh and if you're from Vodafone and reading this post, well done, you've got to the end (or you've just skipped to the end), but somewhere in this text is something that will tell me if you've actually read and understood what I've said ;-)
27-02-2012 09:02 AM
Firstly I would like to thank you for bringing this to our attention and I would like to apologise for the service that you have received.
I can see that there is a number of issues in your post that will require access to your account to investigate and resolve for you.
So that we can do this I have sent you a quick PM with details on how to contact our team directly.
Please follow these instructions and one of our team will be able to call you to discuss your issue in more detail and find a resolution for you.
You can find your PM inbox here.
27-02-2012 09:26 AM
04-03-2012 10:16 AM
Ooops, tried to reply and web form malfunctioned.
Anyway I'm just responding by private email as requested - I haven't been ignoring the issue, I just haven't had time. I'll detail more in the email but just to put in the open forum, every aspect of dealing with Vodafone seems to involve endless inane procedures combined with repeating things endlessly...
I know there are people who are trying to help me, you're dying to help me, you're desperate to help me with my account problems.
Unfortunately it seems to be that the management who formulate policy and procedure seem only interested in obfuscation and are slaves to short-term cost-savings rather than long-term customer service - I wonder what shareholder value there is in this...
08-03-2012 10:44 AM
I'm disappointed to see that you've had issues as well.
Has your account been sorted for you now, or do you still require assistance to get things tidied up? If you do need our help, I'm popping you the PM advising the ways you can contact us with the necessary details.
You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.