On Tuesday 12th September i was offered an upgrade contract in writing via online chat which i have email proof of. The advisor Kylie assured me the contract would include my 30% VA discount. I double checked this would be the case and was assured my new contract would be £17.50pm. On upgrading the discount was not added. Another online chat advisor advised it would be done within 24hrs and not to worry. 24 hours later on Wednesday 13 September discount was not showing so contacted online chat again to be assured it would be done but to wait 48 hours. Checked on Friday 15th September again discount not showing. I contacted chat for third time since upgrading and was now advised i would need to reapply for discount even though I was assured this would not be the case.
Extremely frustrated I called up and was told they could see i was offered the discount and would try to add it but didnt think it could be added to an already discounted line. I advised my previous contract was discounted with VA discount added, and was based on same data and price so I know it can be done, and was advised on chat that i already had it so could be done again. Manager then came on line and said it couldn't be done and offered me 3 months free line rental. I advised that this was not acceptable and i would require the contract as offered in writing with my discount, as not providing it was breach of contract. In addition if this was not possible then return me to my old contract which had the same 25gb for £25 with 30% VA discount. The one i was upgrading to was simply to renew my free Spotify subscription. I was told this was not possible and manager would talk to customer relations. After another 30mins waiting on the phone I was told nothing could be done and was passed to Paul in customer relations as per my request.
Paul again stated it was not possible to provide the contract which was agreed to me in writing or return me to my previous contract which I left only because I was offered the new contract and the confirmed price of £17.50pm. His only solution was to offer me a £90 credit to cover the cost of the discount for the year. However this is unacceptable as at the end of the year my contract will be the higher unagreed price of £25pm and im back to square one. My previous contact was £17.50pm rolling contract and im now on a £25month contract without VA discount as promised.
I would therefore ideally like you to honour the agreed contract i signed up for in writing or revert me back to my previous contract. Obviously Paul in retention doesn't have the authority to do this but someone in the company must have. I have been a Vodafone customer for over 12 years and a broadband customer and feel strongly let down, deceived and treated extremely poorly. I have all the email transcripts confirming the contract I agreed to sign to and cannot be told it not possible to provide it or return me to my original contract.
I have already sought legal advice and will go through complaints procedure and hope for a resolution before taking it further.
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