I sent the following to the CEO of Vodafone on 23 August but haven't heard back anything, even though Vodafone are breaching data protection laws. Have also been on hold for an hour waiting to get my compensation claim resolved. Please advise as to how this can be resolved without incurring any further time, inconvenience and stress to me.
"Dear Mr Jeffery
I have been a loyal customer of Vodafone since 2001, and so have my family, however, because of the following events, I am now driven to writing this to you and to two media companies copied into this email.
On 30 July 2017, I was told by the Vodafone store in Westfield Stratford that it would take five working days to repair my iPhone 5s battery, so I submitted my iPhone 5s for repair that same day. I am now into my fourth week of not having received my repaired iPhone 5s, despite having received an email from Vodafone on 7 August 2017 that my purported repaired iPhone 5s was on its way back to Vodafone Stratford (see Ref: 202848).
I was also not given the option of having a courtesy phone until two weeks into the repair, after having chased Vodafone Customer Service on 11 August 2017 for an update on my iPhone 5s repair, when it was no longer tenable for me to not receive or send phone calls for such a sustained period of time. I had originally been told by Vodafone Stratford that I was not eligible to have a courtesy phone because I do not pay for Vodafone insurance. When the courtesy phone was finally issued to me on 11 August 2017, it was issued without a protective film on the screen. I was also then informed on 11 August 2017, that I was indeed entitled to the courtesy phone, regardless of not paying for Vodafone insurance, which clearly contradicted the other Vodafone representative's initial advice regarding courtesy phones.
I then wrote via the chat function to Vodafone Customer Service on 18 August 2017, asking them to resolve the matter and to recompense me for the inconvenience, stress and loss of usage I have had to suffer whilst waiting for my repaired iPhone 5s. First of all, Sujeet, the agent at the other end of the chat transcript, told me to follow up in-store to find out the status of the repair. Secondly, Sujeet wrote that I was not entitled to compensation with no explanation.
Furthermore, following my call to Vodafone Customer Service in the UK later on in the day on 18 August 2017, I was informed that Vodafone had actually lost my iPhone 5s, which I had originally sent to be repaired. This clearly exposes me to the risk of cyber attacks, given that nobody would be able to know whether the data on that phone was secured before it was lost. Consequently Vodafone Customer Service arranged to send to my home address, on 22 August 2017, a replacement silver iPhone 6s (at no further cost to me) to replace the iPhone 5s that Vodafone lost.
I then received a text message from Vodafone on 22 August 2017 informing me that I would be receiving a delivery from DPD, by a driver called Sinan, between 11:06 and 12:06 GMT, However, the replacement phone was never delivered because the DPD delivery service stated that there was "no item to exchange". I do not have any item to exchange because Vodafone lost my phone, hence I am waiting for a fourth week for a phone that I am continuing to pay for but do not have.
I did not discover that the phone was not delivered until I arrived at home at 7.40pm on 22 August 2017, and then had to rush to Vodafone Stratford to lodge my complaint and trying to ask for help with resolving this matter, whilst being laughed at by members of staff at Vodafone Stratford. The matter was still not resolved as there were no iPhone 6s handsets available in-store and they said I had to go back in person to the store to order the replacement phone again on 23 August 2017. It was not until I insisted that I be called by the store manager,as I am at work all day on 23 August 2017, that one of the members of staff eventually agreed to arrange to call me on 23 August 2017 to order the replacement iPhone 6s.
Additionally, when going through the security process by phoning to lodge my complaints this week, the security process varies in your Indian call centres, who ask for the first two letters and last two letters of my password (please see chat transcript of 18 August 2017, with Sujeet), whilst your English call centres, ask for the full password, but say that their colleagues in the Indian call centres are breaching data protection laws (as per my conversation with one of your agents in the English call centre on 22 August 2017). As a customer of Vodafone, please could you clarify for me which of the two procedures is actually correct? Please could this then be relayed as emergency training to the very people who are handling customer data on a daily basis.
I now do not think I can trust Vodafone's security measures or their ability to deliver basic repairs for and replacements to customers, hence I am escalating this complaint to you as the company's CEO and to two mainstream media companies.
The outcomes I am looking for are:
a) an immediate delivery, by courier, by the end of 23 August 2017, of the replacement silver iPhone 6s to be delivered to my home address;
b) if my data has been hacked due to Vodafone losing my iPhone 5s, I will hold both Vodafone and the relevant individuals liable for breaching data protection laws;
c) substantial compensation for the inconvenience, significant distress and stress, and loss of usage of the service I am paying for, caused my Vodafone's incompetent staff.
Yours sincerely"
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