Here's a little tiny snippet of some the dealings I've had this far. It doesn't include a lot of the earlier stuff that happened - nor any visits to the actual Vodafone store.
Sunday 16th - Online chat with "Dipti" says he has reset it and in 20 minutes send the ENTERTAINMENT text and it will definitely work. He will also keep an eye out to check it had worked, and call us if he sees it doesn't. We waited - we texted. It didnt work. He never got back to us.
Sunday 16th - Online chat with "Zulfikar" - explained the problem again - told him nobody got back to us. He said to wait while he has a look at our notes, then he ended the chat.
Sunday 16th - Online chat with "Jaspreet" - explained the problem again - he said he will definitely help and not to worry - then he looked at our notes & ended the chat
Sunday 16th - Online chat with "Rakesh Singh" - explained the problem again. After about half an hour he says "I've now found that this is because your subscription error is updated here on system and it's not updated in actually". He says he has arranged it as a "system priority" so it will take 2 hours to show on the system instead of the usual 24 hours. Says try it after two hours and it will definitely work! We leave it three hours. It still doesn't work. We give up for the night.
Monday 17th rang 191 and get through to customer support. He says he has fixed the direct debit issues - but says he can't fix it and needs to put me through to technical support department.
I speak to Malak in technical support who goes through the issue and says she cannot fix it as it needs to go to the technical support "rewards" team. She says she has to email them internally and it will DEFINITELY be working within 24 hours as she has sent it through as a priority. Says we will get a email or text to say it's been resolved within 24 hours and a new link to Spotity that will work.
Wednesday 19th tried the link again to see if it work. It doesn't work. I try to log into my Vodafone account - and it now tells me I need the account holders permission. I am the account holder. It worked fine before.
Wed 19th Live chat with "Praveen". After a 40 minute chat he says he has raised it with manager and it will be fixed in 24 hours. He tells me I can "keep ID 4298045545 to be assured this has done".
Thursday 20th live chat with "Jitin". Explain all the problems again and he eventually tells me he can't fix it. He transfers me to "Ajay" in technical support.
"Ajay" is filled in on the problem - then says he's sent a text that will work. I am him to stay on the chat while we wait for the text. He agrees and says it will take a few minutes to arrive. Fifteen minutes later it still hasn't arrived - now he says it may take 2-4 hours for a text to arrive .
He transfers me to "Ginij" in customer services to try and get a discount for Spotify not working for the entire two months, to refund the late payment charge caused by Vodafone not taking the direct debit, and to fix our online account showing zero data useage.
He says he has corrected our direct debit and it will now take the money. (This was already "fixed" three days ago wasn't it?) I ask him about when I log in and it says you don't have account holder permission - he says he will add me as the account holder (there's never been another account holder though!!).
Friday morning 21st. The text from "Ajay" still hasn't arrived. Spotify offer still doesn't work. Still showing zero data useage. But I now have account holder permission. Finally something has been fixed!!!
Friday 21st 17:49 online chat with "Deep". talking to me on - live chat . Explain all the problems and he says text ENTERTAINMENT and the link will now work for Spotify. We try it. We get the same "server error has occurred " message.
Friday 21st 18:31 he transfers us to Rajya who is a supervisor. He says he will raise it for us..... and tells us we need to download the Vodafone app.
We download Vodafone app - run it and it says "sorry but my Vodafone is really busy at the moment please try again when the button below is available ".
19:12 Rajya says he will escalate the problem for us, lodge our official complaint and he is very sorry.
19:36 He says it will take 5 days maximum for someone to get back to me about the escalation and for the complaint to be resolved.
I ask him why it says our used data is 0. He looks and says he can confirm that our data remaining is 25gb. I say it cannot be as that's our entire monthly allowance. And we've defo used some. He says it looks like it isn't tracking data properly. And he will investigate this also and get back to us.
21:05 I log into Vodafone and see that I now DON'T have account holder permission. So the only thing that was fixed has now been unfixed.
Monday 31st. Still no contact from Vodafone at all regarding the escalation or the official complaint.Spotify offer still not working. Data useage still not working. But I do have account holder permission again.
Monday 31st - Post on the Vodafone eforum. Am told that someone will get back to me as soon as possible.
.png "Moderator (Retired)"){kind=icon}
