Hi,
I'm posting here as an attempt at a resolution over the phone has been mainly fruitless, despite the best efforts of some of the Vodafone staff.
Last week, on the 4th April I called to give 30 days notice on one of my 6 lines as my Son is taking over his own contract. During the call I was offered an early upgrade on my main number which is the Red Leader account for 2 of my other numbers. We agreed an upgrade and I waited patiently for the text at midnight to tell me that the new contract was active. Much to my youngest Son's and my own surprise he got a text at midnight telling him that his number had been upgraded to a red leader account and that his new phone would be with him the next day. My son's account had only entered a new contract 4 months previously.
I called Vodafone immediately to find out what had happened and as we went through my account it transpired that they had applied the upgrade to the wrong number, upgraded another of the numbers which was on a separate red package and again had only recently been renewewed and managed to lock the account which should have had the upgrade applied. The 2 red sharer and 1 red leader were now 1 red sharer and 2 red leaders. It's all a complete mess.
I then spent 3 hours on the phone with your upgrade team trying to get the issue rectified however, when they tried to correct the issue it only seemed to make matters worse and we came up with a work around which involved, rejecting the upgrade on the line that should not have been upgraded, rolling it back and moving the original red leader account to a red sharer contract which would essentially flip the two contracts but would result in the same cost and outcome. This was supposed to solve the issue of the locked account.
Cut to a week later and I still have two red leader accounts and I'm effectively being double billed and yesterday spent another hour on the phone with a member of staff and one of your super users attempting to sort out the account and return it to the correct status.
Can somebody please assist me, somehow, without me having to go to OFCOM to put in a complaint. I keep being told that it will be resolved within a couple of hours and after 24 hours I'm back on the phone and it is as if the previous call didn't happen.
Any help greatfully appreciated.
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