Take ownership someone!

[Nas81]

Why doesn’t anyone at Vodafone take ownership of customers issues/problems? Does anyone know how i can speak to the customer resolutions team? Or speak to someone in authority who can help resolve my issues?

I called to cancel my contract as I had a better deal offered by EE, but when I spoke to someone they made me an offer to which I said I will think about it. I was promised a call back the following day but his didn’t happen so I called the following day only to be told that the deal offered cannot be fulfilled and wouldn’t have been offered to me - basically calling me a liar! So a call listening request was logged and this was over a week ago but am yet to hear anything back from Vodafone. I have tried to chase several times but get fibbed off every time. 

Can anyone help?

[BandOfBrothers]

Hi

There should be something on your account notes however some offers are time restricted as they are to entice a person to stay. Until accepted these can revoked and I have heard of agents going beyond their remit so the offer is rescinded. 

Ringng 191 and choosing thinking of leaving should get a person through to the Retention Department who can offer certain deals. 

Not all telehone calls are Recorded and those that are Recorded are kept for 60 days only. 

[donnyguy]

There's nothing more frustrating than being in this kind of situation. You can find yourself in a 'computer says no' situation if you get routed to a different department than the one you spoke to previously. For example if you called originally and got through to a retentions team (assuming you said I want to leave to the IVR) then their deal may be different to the department you called when you called back.

The other option is that what they offered isn't available anymore.

Perhaps it's worth re-visiting the reason why you were originally leaving, if EE were offering a good deal and Vodafone aren't making worth staying then what can I tell you?