CONTRACT CANCELLED INSTEAD OF MY STOLEN PHONE BEING BLACKLISTED

[farduusm]

I AM LIVID.

I called up about my phone being stolen, and was told it would be blacklisted over a month ago. after several convesations with customer service, they couldn't find my imei number and was told to speak to carphone warehouse. carphone warehouses provided me with the imei number and i gave it to vodafone, i was told 3/4 weeks ago it would be immediatly blacklisted and i would receive an email in 2 days confirming that. ive been trying to call vodafone over the last 3/4 weeks to confirm my phone has been blacklisted and have been put on the phone for hours on hold, because customer service couldnt find my account. i found out today my account has been cancelled INSTEAD and my phone STILL hasnt been black listed. I am fuming, no one can help and everyone is teling me a different story.

the customer service is appaling, notes aren't kept on the system clearly as  and no one seems to help me  or even know what is going on. I am spending 20 minutes just EXPLAINING what has been going on,as they cant even FIND MY ACCOUNT.

i am beyond livid, i am fed up and tired. how can you as a whole company have the worst service, you can't even answer the phone or HELP YOUR CUSTOMERS. and now im being charged a ridicilous amount for my phone contract being cancelled, and guess what. my phone still isnt blacklisted, and instead you guys ENDED MY CONTRACT which i never asked for.

[BandOfBrothers]

Hi @farduusm

Having a phone stolen or lost in the first place is stressful enough but then to be met with the experience you describe is disappointing to say the least !

Things can sometimes go wrong which I'm sure many accept, but then it's ultimately down to how it's put right that then counts ,and instills confidence back into the product and service. Communication is always Key.

May I ask > How do you know it still hasn't been blacklisted ? Have you tried > checkmend  ?

Depending on what phone you had some have inbuilt facilities to be able to remote track / wipe and lock them. Just a thought. 

I understand your experience with Customer Services hasn't been fruitful to date but we do have Vodafone Social Media Teams here who read all posts and engage when needed. Please give them a little time to catch up with yours. 

My suggestion is to also check your Credit File via http://www.experian.co.uk just to ensure nothing has been reported onto it by Vodafone. 

I wish you all the best with the situation. 

[Gemma]

@farduusm - As well as your phone being stolen, I’m sorry to hear your account has been cancelled when it shouldn’t have been.

We can take a look into this further for you. So that we can access your account, please send us your details by following the instructions in this private message.