Email Sent to [removed by Moderator]
So had enough. After two years this is still happening. Why are you doing this to me Vodafone? Why?
So this is going to be a long one as for the first time in 2 years I have just been given your email address in order to deal with on going issues that started on the first day of taken out a contract with Vodafone through Carphone Warehouse services Mobiles.co.uk.
[Post edited by Moderator to remove personal details]
I didnt quite have the money at time for getting a new device as I was working as a contractor and didnt want to spend too much money, so I went to Carphone Warehouse for what I taught was a good deal on a reconditioned IPhone 6, 16GB storage. Made the order and got the device, and got my number [removed by Moderator] ported over from Three on to this account. Still the first day, I then called Carphone Warehouse back and explained that I made a mistake with the storage size I ordered. They said, Sure no problem, asked me what I wanted, and I beleive I said an Iphone 6 plus 64 GB, paid the 50 pounds for the device and I believe 8.99 for DPD, and did a return exchange with them the following working day.
Having received a second sim in the box the day I didn't think too much of it, until a day or so later realizing that this was a second contract. I proceeded to call Carphone Warehouse through Mobiles customer service and they said that they would get the first account closed. I explained that I had gotten my number ported over from Three because I wanted to keep it, because that how and where people know to reach me. They said okay, that I they would try and port the number over, so they would need to talk with you guys Vodafone.
After calling back I believe this was the second of third day, I was told by Carphone Warehouse that they couldn't access my account they setup for me with yourself's and as a result I would need to talk with you guys to get this done.
Vodafone was apparently going through a system update at the time the accounts were opened and as a result ended up on two different systems, Crucible, and Serene, something like that! Any way as a result port the number on to the other account was becoming an issue. This must have been like the seventh call by this time that I had made to Vodafone to trying to resolve the issues around getting my account setup correctly for daily usage, and still wasn't making any progress on getting the second account closed or getting Carphone Warehouse access to my account to carry out the administration task required.
After speaking with several Vodafone employees I was told Mobiles needed to call you to resolve the problem, but the only issue was they were no were on my account as the time for some reason, which led to more frustration as I has to keep going back and forth to some resolve the issue as I dint want to be paying for both lines, which was been assumed that I had devices for and where somehow using. Billing time came!
I called up and explained to customer services and Billing what was happening before, and I believe at first I wasn't charged for it, but it was showing as an over due balance, and then was told that the issue may be why the port isn't working is before of the balance on the account, which I then reluctantly paid, surprise surprise, it still didn't work. I then too to twitter and Facebook, trying to get answer out of you guys why this is happening and why I was been forced to pay for two accounts. I am then been told that i would need to pay for both services until the issue was resolved which I again, didn't like doing and did so for around three to four months, in which time no one from Vodafone or your Partner company could resolve the issue.
After been frustrated so many times and been given the run around I canceled the direct debit and called EE and got a new contract with them and hoped that with all the notes on my account that someone would notice solve the problem and then try to see what they could maybe do to keep me as a customer. I didn't recieve any letters from Vodafone for months about the account or Carphone Warehouse about over due balance on either of the account, so I took that that who ever resolved the issue just closed the accounts because they could see all the issues from day one and that seem as my number is no longer going through that I don't want either of the service any more, and that it worked out that the money I had paid this entire time covered the cost of the phone and if anything you guys should be apologetic about the entire thing and I would be due a reimbursement for all the trouble I went through and time lost been on the phone with Vodafone all the time, trying to resolve my issue.
Looking on my credit profile last week I now see that you have updated it every month to show that I defaulted on the account. So I called you guys up again! Having spending another hour on the phone trying to access my account, which this time I can maybe understand it was a bit harder, but it just reminded me why I had to leave in the first place as I was been bounced from system to system. Eventually my account was located and then I was told that this account was now with a company and that I has to contact then to get access or information, which I then did and explained to Carphone Warehouse - Mobiles, exactly what was happened, right up to my credit profile issues. They told me that I would need to contact you as you are the ones at fault here and that you have been for the entire time and since its Vodafone UK LTD that is updating my credit profile that you are the only ones, once again that can make this right.
Brings us to day! Today is the first time that I have been supplied with this email address to actually make a complaint to someone that I cant even talk to over the phone to get some satisfaction, justification, relief, apology, reimbursement, some kinda feeling from Vodafone that as a EX customer that I did matter, do matter and no one should have to go through the affects that the entire situation has had to my daily routines at the time, due to the extra cost, time been wasted on the phone, stresses from my employer to perform when I cant think straight, the impact that has occurred from updating of my credit file, which then also impacted my credit at the start of 2016 causing an increase interest asked for the car I needed for work. At the time I couldn't understand why but after getting someone else to explain it, I now understand.
What I would like from Vodafone now is for the account I have with you guys to get both accounts closed, with no outstanding balance to be paid. And since the service was never setup correctly and all the time I have lost, that compensation is due to me for at the least amount of one thousand, five pounds for all the inconvenience and hardship that Vodafone has cause to me and my lively hood. I also want my credit profile updated to show at the very least that the problem has been resolved. I also want any defaults that were added to my profile updated, or removed to show that in those months if it remains on my profile that I didn't default.
Here is my saying some of what occurred, how I feel and what I want now as an out come. I must say as a customer of Vodafone I didn't feel valued, only my money did and once I stopped given that you didn't even bother!
The fact that I am now having to contact yet another department I am now also looking at other options to take if this email, my feelings, me as a customer of Vodafone making yet another complaint goes no were, as what ever department at ofcom can help in a weeks time I will go with them as from experience, I may just end-up been bounced around departments at Vodafone and wasting more time. I did however wish this is not the case and that from the out come I feel valued as an individual.
This account I am emailing from is my email address you can contact me on or via phone at [removed by Moderator]
Here is to hoping after 2 years maybe someone can give me satisfaction at Vodafone.
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