I have had a contract since May 2015, my current contract ends on May 2017. The issues I have encountered with Vodafone have been endless. Incorrect Billing Consistently (8 months in a row at least), issues ranging from incorrect charges for European roaming, incorrect charges for Worldwide roaming, billing me for Spotify even though it was included in my account. Every month I contacted Vodafone, every month I was promised it wouldn’t happen again, every month it did.
I now can’t access my account. I believe I have spoken to (either by webchat or phone) at least 15 advisors on this and no one seems to be able to resolve. I have had my username reset around 10 times and my password around 15 times. Despite neither of these being the issue I was assured it would resolve the problem. It didn’t therefore my issue was to be escalated, I would receive contact within 2 days with details of how to resolve. I never received further contact. I can get logged in initially using a username and password but for the protect my identity section when I request the security code to be sent to my phone it never arrives. This has also been sent to tech teams who repeat the above process. I still can’t access my account.
This is an extremely shortened version of my issues, there are many others, one that even includes a Web Chat operator blackmailing me with a credit but only if I dropped the complaint (i have a copy of this conversation) After numerous broken promises of call backs I again contacted Vodafone around 06/10/2016 I finally got through to someone who promised to help me and actually for once seemed genuine. I was promised that they would personally call me back within 5 hours. Unfortunately that call back never came. I called again on 08/10/2016. I explained my issue to the first operator I spoke to who then put me on hold. Rather than taking me off hold my call was then transferred to another operator who was not expecting my call. I explained everything again and was again put on hold. Unbelievably the exact same thing happened again, transferred to another operator. All operators in South Africa. The 3rd time and at this point I started taking names. Cody in South Africa was the operator I dealt with. Once Cody tried to put me on hold I was transferred again to another random operator. I don’t know if there were issues with Vodafone system but I was now speaking to my 4th operator (in the same helpline) in 20 minutes. I spoke to Michael Smith in South Africa who was the 4th operator. I explained everything that had happened once again and requested that my contract be cancelled with no early termination charges. He agreed after explaining everything that my Vodafone service was well below what it should be and stated he would speak to cancellation team. On hold again. To my surprise when I was off hold my call returned to Michael Smith who stated he had spoken to his cancellation team and they agreed to cancel the contract with 30 days’ notice and no fees. Finally, after probably over 50 hours of conversation with Vodafone over 3 months I had someone finally take notice. The call was ended.
Two days ago I received a call from Vodafone Customer Relations stating they had received my complaint (sent several weeks ago on the website), and I could cancel my contract but I would incur cancellation charges. After several back and forth conversation I requested a recording of the calls from the evening of 8/10/2016. I was advised that there were 4 calls that night (correct 1 call 4 operators) but only 3 were recorded. The missing one was that with Michael Smith nor had he left any notes on my contact. Call my cynical but that’s a bit of a coincidence
Vodafone can you explain this. I still have a complaint ongoing but have to wait another 10 days for the next response and I can seem to get nowhere on the phone.
I am beyond stressed, frustrated, angry, tired with everything that has happened throughout my contract and this really takes it too far. I still can’t access my account and although at this point it’s the least of my worries it is still another frustration.
I would appreciate if you can look into this. I expect there are ways you can track what happened on 08/10/2016 I have given a step by step guide above and provided alot of detail. I would like to know why I was told I could cancel with no fees. I can’t explain how I felt when I was told I could cancel, it was a feeling of release and freedom from what has been a long term nightmare. I would actually be able to return to working a full day rather than spending 2 hours of it dealing with Vodafone. Unfortunately that hasn’t lasted long.
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