Hi Vodafone,
I have had a nightmare in trying to get a relatively simple task processed.
I have been trying since 13th August to upgrade my tariff from sim only to 24 month contract with phone. After a large number of calls and registering complaints via online form I am still no closer to receiving an upgrade.
Apparently there has been an issue with my account details and supposedly resolved now but still had no progress, hence why I have registered on this forum.
Are you able to give me a number to call to speak to a dedicated complaints department or manager as calling 191 is proving useless?
EDIT with description of problem:
- 13/8/16 - Called up to upgrade tariff and agreed details with agent.
- 18/8/16 - Had not received any update or delivery confirmation, so called for an update. Was told there was issues with the order, not given any more detail than that and so they needed to process a manual order which takes 3-5 days. Had a txt with details of upgrade.
- 22/8/16 - Again, not delivery confirmation via txt or email. Delivery date passed with no other information. Called up again and told again there are issues with the account and that Tech support needed to look into first thing in the morning, will call me with an update.
- 23/8/16 - Not call was received so called up in the afternoon. Been informed that a super user needed to "Cleanse" the account. Agreed with an operator that due to the issues I would receive a better handset with same tariff and would confirm the next day.
- 26/8/16 - Had not heard anything back and so called yet again. Been told that the offer needed to be approved by the manager from the 23/8 call. So they have asked for them to contact me.
- 28/8/16 - Again no contact, so called again. Been told that I was not able to have the handset originally offered to me, needed to wait 48-72 hrs to have the call listened back to confirm the offer.
- 1/9/16 - Called again to get the latest update, after going through the whole process with one agent who had obviously decided he couldn’t help I was passed across to another agent with no prior warning and had to go through the whole thing again. Was advised that they put another request in to listen to the call and they would get back to me by the end of the week.
- 8/9/16 - Still no response at all, call 191 yet again. Told there was no record of a call recording request and that they were unable to process the upgrade and they needed to speak to the original manager of the call back on 23/8. So two weeks on and no progress with the upgrade.
- 15/9/16 - Absolutely no update, called 191 again. Decided to give up with the better handset and reverted back to the original upgrade deal as by this time my old handset had died (hence the upgrade in the first place) Told this was fine and that they could see a problem with the account where my number was not in the correct location on one of their system pages. Assured this was not an issue and needed to do a manual work around (sounds familiar to a call on 18/8?) went through T&C etc. and told I would receive a txt with order conf within the hour.
- 16/9/16 - Did not receive aa confirmation txt and called to check it was going through. Been told that the txt is a manual process and so the agent must have forgotten to do this. Whilst on the phone the new agent generated a txt with the upgrade details and send across, which I had received. Success (or so I thought). Explained there will be delivery for Monday again went through T&Cs.
- 20/9/16 - Monday came and went without a txt from delivery company or confirmation or any communication from Vodafone at all. So tried to call them once again, only to be told the systems are down and will ring me when they come back up. I am still waiting for that callback. Not holding my breath.
So a not so brief description, but just seem to think that all the communication is one way and that no-one within the call centres actually knows what is the problem. Surely a problem with an account cant be that big that not one person can assist in actually doing an upgrade ?
If anyone has any ideas how I can resolve this then please let me know, as I have run out.
Regards
Rob
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