Hi,
On 21st April I made a home broadband order for my uncle's address and phone number (under my account which I've had with Vodafone for about 10 years) so he could change provider.
I clicked through from TopCashback with the promise of £80 cashback for signing up for the service. I received an e-mail confirmation of the order with order number and also a start date for the service (11th May). I noticed that the delivery address for the modem/router was my address and not the installation address, so I called up to have this changed. The rep I spoke to said that he had updated the order and the modem/router would now be going to the installation address, but I could still receive one at my billing address and if that happens then could I please return it - fair enough so far.
I did not receive anything at my billing address, and on the 10th May (the day before the service was supposed to go live), my uncle finally told me that he had not received anything yet from Vodafone. Concerned that he would be switched from ADSL to VDSL but not have a modem that works with it, I called Vodafone. When I did so, I was told by the person that I spoke to that the previous rep had completely messed up the order and it had been placed in some sort of "pending" state where it could never complete. He categorically told me that there's no way the install would be happening 11th May because the order was never processed.
I was pretty annoyed by this because I am trying to move my uncle away from their current provider as we have recently won an ADR case against the current provider, forcing them to release my uncle from contract as they took advantage of him and mis-sold him a very expensive contract, which he is still paying while waiting for Vodafone to switch him.
The second rep told me that he needed to recreate the order, and in doing so it would be processed as a totally new order, and thus a new start date would be generated. I didn't really have any choice at this point so he did that and a new date (26th May) was created and I received an e-mail stating that an engineer visit wasn't even necessary anyway (even though the first rep told me it would be a morning Openreach appointment on that date).
My grievance here is twofold, but one is more important than the other. Firstly, there's no absolutely no way I can get my cashback from TopCashback for this purchase now since the order which goes through was not made on the same day and the order numbers don't match either. Vodafone have admitted that the order was messed up by them (and I have the full name and e-mail address of the rep I spoke to who told me it was their fault), and so because of this, I would like the £80 cashback I should have got from TCB, from Vodafone directly instead, whether that be in the form of cash or an account credit. Secondly, is there any way to get the date of the service migration moved up given that no engineer is required?
Thanks,
Peter
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