Pay monthly services

[lola-bug]

Good Morning.

Since January, I have been trying to register for "my account" I get though various stages of the registration, but never to the end, before I encounter an error. I have phoned customer services on numerous occassions trying to get this rectified, they argree there is an error - 2 weeks ago, the customer service adviser I spoke to said she would fill in a form and get this problem direct to the "Tech Team" who would call me back in approx 7 days. This call has never happened.

I spoke again, this morning, to another adviser, who could see from my notes the amount of calls I've made regarding this, and confirmed it had been passed to the tech team, who had "tried" to sort this out.

I was then placed on hold for a fair while, and when the adviser returned, said the only thing Vodafone could do, was to place me on  Paper Billing. Now I'm very thankful that after 5 months, I will be able to view a bill, but that does not solve the problem of the online account registration -  I want to be able to view past bills, so I can asertain what I'm doing each month to go over my contract amount, also when I'm able, I would like to take advantage of upgrading online, plus I would like to be able to log into my account throughout the month to check spend levels etc. In order to do this, I need online account access.

It seems to me that Vodafone have "Given-Up" trying to sort my problem, and I feel very fobbed-off with the paper bill solution.

Regards.

[Nabs]

Hi lola-bug

As this is an account specific question one of the Vodafone Team will have to look into this one for you. The online team are great at resolving issues like this so please have confidence! They work on a first come first serve basis so sit tight they will get in contact as soon as they can.

One thing to mention about online upgrades, don't bother, when your ready to upgrade post back on the forum and one of the web relations upgrade experts will sort you out with a much better deal, they have every time for me!

[lola-bug]

Hi.

Thanks, will hold on for one of the team 

Cheers for advice on upgrades too.

[Wayne]

Hi lola-bug and welcome to the eForum

Thanks for your post here. I’m sorry to hear about the problems you are having with our online systems. I appreciate how frustrating this must be for you.

I totally appreciate how eager you are to get this up and running so I’ll send you a private message with information on how to contact us directly.

You can find your PM inbox here

Thanks

Wayne

If you have a spare minute could you please take the time to fill out a short feedback form about me?

You can do so here

[lola-bug]

Hi Wayne.

Have done as requested via the PM ...

Looking forward to hearing from you, and resolving this issue.

Regards

[horatio_nelson]

Re the second post of this thread, it's not a bloody account specific problem. Several users have complained about this issue.

I've had the problem since July 2010 with no resolution whatsoever and haven't seen my bills online since then.

I've stepped up the pressure over the last 6 weeks, but it just hasn't got anywhere. A fundamental problem seems to be that accounts get messed up and registration/authorisation is imposible where there is a second email address or username which has been used for the same mobile number on a previous occasion. (Given all the reregistering troubled users have been advised to do, I imagine many in fact only go and reregister with a new username or email address and this further complicates the problem...)

I've been told that the tech team can't take a mobile number and check every email/username ever associated with it. The best that can be done (as I have done) is provide a list of possible emails/usernames which *may* have been used and see if any match with the number.

For me, it seems the only solution is to leave Vodafone altogether.

[Nabs]

---

horatio_nelson wrote:

Re the second post of this thread, it's not a bloody account specific problem. Several users have complained about this issue.

---

This is account specific as its doesnt affect a wide range of users, also it requires one of the Vodafone team to look at the account details.

If you realy cannot get acces and technical support cannot fix your issue then you can request paper billing so you dont miss your bills.

The 'fundamental problem' you state will be entirely down to the customer tryingto register twice, something Vodafone cannot help.

When I have spoken to CS about online accounts they have had no problem finding my registration and resetting aspects of it. Maybe one of the Vodafone Team can look into you account for you.

[Lee]

Hi there horatio_nelson,

Thanks for your post.

I believe we've already been in contact with you about this and have raised a case to our Service Desk?

I'll ask Simon to chase this up when he's next in the office.

Cheers,

Lee

[lola-bug]

My opening post was on May 2nd - it was replied to on 3rd of May, and later that day, I recieved a telephone call from Vodafone, I spent about 20 mins on the phone, while the rep- James, tried to sort out my account problem - sadly he was unable.

He went on to say that it would have to raised with another team, and I would be called back on Monday, by HIM.... 

I even had a convo about the fact Voda never returned calls when they said they would - He agreed that service like that was not acceptable, and he would call..... Ummmmmm

Well, Monday was a Bank Holiday, so I appriciate that could of delayed the return call.....

However its now late Tuesday .... And .... Yep, I've heard diddley squat, nowt, nothing ... So sign of the promised returned call, account issue still not resolved ....

Dissapointed is rather an understatement.

I am seriously considering early termination, and pay the fee's that would be due.

Yours

A Very Upset Customer

[James]

Hi lola-bug,

Thanks for your post here.

When we spoke last week I mentioned that I would raise the issue to our IT teams and then escalate this on Monday if I had not had a response for you.

I am still chasing this up for you and will be back in touch by phone once I have had confirmation from them directly.

My apologies if I wasn’t clear about this when we last spoke.

James   

[horatio_nelson]

Nabs:

"This is account specific as its doesnt affect a wide range of users, also it requires one of the Vodafone team to look at the account details."

It may not affect a wide range of users to the tune of say 20% of Vodafone's entire UK customer base, but complaints of the same nature are relatively ubiquitous in this forum. It is specific to several accounts but is ultimately the result of (i) Vodafone addressing online account problems by deleting accounts and getting users to reregister and (ii) reregistered accounts which have any properties different to that or those previously registered by the same user creating a conflict which renders subsequent access impossible.

"If you realy cannot get acces and technical support cannot fix your issue then you can request paper billing so you dont miss your bills."

That's not what I pay £1k a year for. I'm not concerned with missing my bills as they are paid by direct debit. But online billing shows call/usage data within 48 hours of incurrence and allows for anomalies to be spotted and usage to be restrained if/as appropriate. Useful when going abroad.

"The 'fundamental problem' you state will be entirely down to the customer tryingto register twice, something Vodafone cannot help."

Customers are only registering more than once because when there is a generic problem with a user's account, the solution often suggested by Vodafone is to register again. And there commences an ancillary but fundamentally unsolvable problem.

Lee: This was being looked into but I haven't heard anything about it. I think it's just too difficult for Service Desk to actually track down past usernames / email addresses. If you could get your colleage to chase this up, that would be appreciated. My contract runs until 12 July, so the fee payable for termination at this stage is only £50 something. I'm getting quite tempted to cancel altogether as I really can't see this problem being solved, and the ability to monitor calls within 48 hours after they are made is an important feature for me of my mobile account.

[James]

Hi lola-bug,

Our online team have confirmed that the issue should now be resolved; please can you try to register again and let me know how you get on.

James

[lola-bug]

Hi James.

Thanks for the message

Well, I went to Re-Register ....

Go to "My Account" - Click "Register" :Then "Enter Mobile number" and Click submit .

Then This ... :smileyfrustrated

Registration Error

We are sorry, we are unable to send the security code due to system issues. Please try again after sometime and if still problem persists, please talk to our customer services.

OMG - What a surprise ....

I was also told in lue of the problems I'm having, I would get Paper Statements instead ....

Nope - No Paper Bill or Statement either ..... again my DD has come out of my bank, and its more than my contract, despite doing "text" balance checks, i've "Spent" money somehow..... but again this month, as its been for the last 5 months, I have no idea where / how.

Please guys, I'm flippin fed-up now.

[lola-bug]

Tried again this morning, same problem...

Problem isn't fixed is it !!!

[Lee]

Hi there lola-bug,

If we're dealing with this in a private environment since it is account specific in nature, could you reply to our last email to you and we'll get it pushed back to the online team?

Cheers,

Lee

[lola-bug]

I did reply - On May 29th 

[lola-bug]

Any update for me please - We're in June now !!! 

A call, text, email - Something would be nice to keep me update on progress.

Obviously the problem is still not fixed 

[Simon]

Hi lola-bug

Thanks for your reply. Please accept our apologies that you have so far not received an update. I've escalated this for you this afternoon and we anticipate that we'll receive a response within the next 36 hours.

Thanks

Simon