Hello,
I made the very poor decision of deciding to leave O2 and Join Vodafone , providing my PAC on 18th October and being told this would be completed by the end of the 19th.
By the end of the 19th the O2 sim no longer worked and seemed to be partially transferred to the Vodafone Sim. I am able to make calls , however i am unable to send texts or receive calls , with the number being unrecognizable. I apologise if i havent explained this as fully as possible, but when you are doing this 6 or 7 times to each advisor it becomes rather frustrating.
Although to many this would seem like it is not such a long time yet, the issues i have experienced have been speaking to 6 different advisors, totaling over 5 hours already, and being misinformed on numerous occasions. I was promised on october 20th that by midnight i would have service. 1 am on the 21st I still did not have service and so spoke to an advisor who said he cannot really help until the porting team are available (8am). He did however promise credit of 10 pounds to which i asked email confirmation which he said was not possible. I asked for copies of my customer motes as proof to which he told me would come at a cost of 10 pounds. I did not fancy taking the risk of paying 10 pounds for notes that may not have included a comment about 10 pound credit , so I decided to call it a day and call back later that day when the porting team were available. ( again i am summarising this call as it was over 25 minutes).
I called back on the 21st after 8am and again reitterated my issue. Following a long hold period i was told that the advisor who said midnight on the 20th was from the incorrect department and should have actually told me a maximum of 72 hours. I made my issue clear each time i called so ive no idea how i ended up talking to the wrong department. The reasons i was given each time however were consistent with that O2 didnt send all of the files and that it was their fault.
I used text chat today to ask what has been done over the course of the previous 24 hours by vodafone and was surprisingly met by a different excuse. This time i was told that my pac had been entered incorrectly in store and that this was the cause of the issue. When i challenged this, stating that if the pac was wrong i would not be able to make calls, this excuse was soon changed to " pac was not incorrect" and that there was an unexpected error. Although this conversation was over an hour long, i find it hard to beleive that the same advisor changed his reason. This Advisor stated that he has raised this issue to the highest level etc etc but im not so confident in this.
Please could this error be investigated. I have summarised the current issue so far but i have documented my conversations and issues and would be happy to provide evidence on the following issues experienced:
1. Order of phone status not updated.
2. Misinformation on three occasions as to when phone is ready from store.
3. Misinformation with number transfer on several occasions.
4. Incorrect bill of 49 pounds being added onto account.
I am a new customer amd beleive i am still im the cooling off period ( a luxury i see most on the forum dont have) as i purchased online.
I am a fair person who understands from time to time mistakes or unexpected errors occur, however what i can not beleive is the misinformation and poor service received from such a company.
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