HELP! Customer contact centre keep destroying my account

[softwaremonkey]

Hi, I’ve had a long running issue on my account where I canning see my bills, my access to my account was limited. The call centre “helped” and wiped everything.

im on my fifth username which now points to an empty account, I have a £59 bill which I have no idea what’s included.

I keep looping back to the infamous call centre which just ruins about a hour of my life.

i have raised two complaints which seem to have been ignored. I can even leave because I’m trapped by the contract terms and only vodafone works in my area.

How do I complain to OFCOM and does it do any good, all I want is compensation for the time I have spent trying to fix something that should be easy.

i have kept all the chat scripts and emails.

the issue has been going since the beginning of the year, I’m beginning to suspect they have an issue with the call centre team accessing accounts without customer authorisation as I have several emails from odd time of day when i didn’t request any email address or phone number changes!!!

anyway, how do I break out of this loop as now it’s actually starting to cost me real money and time!!!

thanks,

Matt

[softwaremonkey]

So, I’ve just had the customer relations team send me a text to say they are calling in next 30mins, then called me straight away.

i was in a restaurant so asked if he could hold while I went outside, he said he would. By the time I got outside he had put the phone down!!

i then get a text that says a lot but basically  “However as we were unable to connect we would request you to contact Vodafone Customer relations”, I’m not sure this makes sense??

Anyway, it’s actually a bit of a lie from him as I did speak to him and asked if he could hold while I went outside and left my lunch...

All i I want is to stop wasting my time and talk to someone that can do something.

Thanks,

Matt

[hrym]

Frontline customer services do somtimes hit an issue that they can't solve directly and need to (should) escalate.   This sounds like one of them.  They try to be helpful, but the fix simply isn't effective and repeating it does no good at all.   You really shouldn't have to set up new usernames.   Hang on for the forum team, who can take your details privately and investigate offline (ie not while you're hanging on).  I'm sure this can be fixed.

[softwaremonkey]

I’ve been incredibly patient this entire time but I have indeed had enough.

i need to work out how long I’ve spent chasing this issue, I have a feeling it must be getting close to a full 24hour day spent on the phone....

[Anonymous]

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@hrym wrote:

Frontline customer services do somtimes hit an issue that they can't solve directly and need to (should) escalate.   This sounds like one of them.  They try to be helpful, but the fix simply isn't effective and repeating it does no good at all.   You really shouldn't have to set up new usernames.   Hang on for the forum team, who can take your details privately and investigate offline (ie not while you're hanging on).  I'm sure this can be fixed.

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Isn't there at least an outside chance that the frontline staff are being told (at local management level) NOT to escalate ?  Or if not actually told, then strongly discouraged ?  It's the sort of thing which goes on in call centres. An analogy in the UK would be my GP's constant gripe about being encouraged from above not to refer patients to hospital specialists.  

[Gemma]

@softwaremonkey - It’s not good to hear what’s happening.

As your account is with our Customer Relations team, we’re unable to intervene, although we can arrange a call back from them for you.

So that we can take your contact details, please send us your details by following the instructions in this private message.

[softwaremonkey]

@gemma The trouble I.S it’s the customer care team are causing some of the issues...

i didnt have a private message message sent to me either?

Matt