Unable to access my account + useless customer service and lies.

[Mikerobcro]

Hopefully someone out there can help me.  I have been unable to access my account online for nearly 3 months now, and here's my history of trying to resolve it.

1. Repeat password resets on the online system, about 20times. Each time i reset my password it gives me a random error code when i try using it and tells me to call 191.

2. I then went onto the online chat to tell them it wasn't working, they then take me through the exact same password reset procedure.  Despite me telling them that it doesn't work they proceed anyway and get me absolutely nowhere.  They have reset my password about 8 more times, and the same issue keeps coming up.  Every time i go back to them to say don't do the same bloody thing again, they say, 'it will definitely work this time, it always works'  hey presto.... doesn't work.  So i tell them, and they say... 'oh it will this time, you need to wait atleast 2 hours after we reset the password for it to take effect'.... okay another 10hours wasted.... hey presto, didn't work!

3.  I speak to them online again, they say the have recreated a new account for me and transferred me across, i will receive a new password via email.... hey presto, new password, new username.  Same issue.  no access. Another 10hours wasted.

4.  The system repeatedly says i need to register my phone number against the account to gain access once they have reset my password.  The tell me the phone number is already registered against the account, but no pin numbers ever get sent to it, despite them closing and reopening my account on about 8 seperate occasions..  Another Month Wasted.

5.  I call the call centre and speak to an agent, he resets my password.... again... shock horror, doesnt work!  He tells me that all he can do is complete deregister the phone number, close all accounts, and i will need to re-register on MyVodafone and it will all work smoothly with a new account.  Oh and by the way, it takes a week from him doing this close down for the system to wipe and allow me to reregister against my phone number.  

6.  One Week passes.... system won't let me register a new account because "this phone number is already registered against an exisiting account"

7.  Two Weeks pass - go back to No.6

8.  Three Weeks pass - No.6 again.

9. Here we are now.... 3 months have passed.  Hours and Hours wasted with useless, potentiallly lying customer service agents who can't solve anything, and i still can't access my account.  

Any ideas?

[Amanda]

Hi @Mikerobcro

The last email, that we can find, is from ourselves on 7 March. 

If you've emailed us since, please let us know your email reference number and we'll chase it up. 

The reference number will look like this - [#1523456]. 

Thanks, 

[Mikerobcro]

Well the reference number was in the picture that now appears to have been removed by the mods.

Other reference numbers are:

16th March - #15509237

20th March - # 15528343

27th March - #15528343 again

29th March - #15528343 for the third time!

Can you explain why you only have a record of one email on the 7th March then??????

[Amanda]

Hi @Mikerobcro

Thanks for getting back to us with those reference numbers. 

Are these your emails with the Customer Relations team? This could be why we can't see them here. 

If so, I'll chase it up with them directly. 

Thanks, 

Amanda 

[Mikerobcro]

I don't know.... they are from vodafone. they are unhelpful. what more can i do?  Can you provide me with the phone number or email address of someone who actually manages a service there? instead of leaving me languishing in the realms of a customer service team that just repeat the same solution over and over again!

[hrym]

If you responded using the instructions in the private message you were sent, your message would have gone to the forum team and they would be able to see it in their queue (I've used this myself recently, so can confirm it works).   If you used any other form of contact, it won't have gone to the forum team, which might be why they can't see it.  Also not that it's essential to put the routing code and nothing else in the subject box for the message to be directed correctly.

[Amanda]

Hi @Mikerobcro

I've chased this up with the Customer Relations team and these emails aren't with them. 

Please reply to our last email (dated 7 March), so we can access your account, to look into it further.

Thanks, 

[Mikerobcro]

This is unbelievable!!!!   the emails i have been receiving have come from myaccount  '@help.vodafone.co.uk'  and the signature of the people sending them is 'Vodafone Customer Services'  Are you saying that someone is impersonating vodafone?

I will respond to the email on the 7th.  But you must be able to find a record of these other emails.   I will happily give you the name of the people sending them!

and just to confirm that is the email that said "

We’ve raised your issue with the online account team and they will resolve the issue for you.

Kindly wait for 7-10 working days"  well it seems the other emails i have been receiving must be from the online account team... and oh shock horror they don't fix anything.   And its been 24days since the 7th March.  

Are any of you able to fix anything ever?

[Colleen]

@Mikerobcro We're only able to access emails that come directly to our team, using the link we provided. These emails will say 'Social Media Comms' at the bottom. 

Apologies for the inconvenience. Thanks for letting us know you'll be replying to our latest email. We'll be in touch with you soon and can chase this up for a resolution. 

[Mikerobcro]

Willl this saga never end....... To update once more....

Another email on 31st March from the Social Media Team to advise that they have forwarded this issue on to..... ...... you guessed it!!!.....the "customer relations team"

who have..... wow, you guess right again!!!.....

"have raised the request to cancel the online account completely so that you can re-register a fresh account."

So another month on, countless more contacts and we are back exactly where we started!!!   oh but don't forget  "it will take about 5-7 working days." to find out that the solution doesn't work and won't work for the 6th time now.

And to top it all off, i got a helpful call from the call centre today (4th April) to work me through the solution that they are going to try  "they will delete the account and wipe the data and i can re-register then"  WOW, TRULY UNBELIEVABLE SERVICE!!!!!  

What was it that einstein said about insanity???? it seems that everyone at Vodafone is clearly insane!

So all in all, we've repeated the same solution and failed about 20times now, spent 5 months with no access to the account, and racked atleast 70 hours of time spent trying to resolve this.  GOOD WORK VODAFONE.

Please can someone at the team provide me with the postal address to register a complaint? or perhaps for me to go and visit and see if i can't fix it myself?

[Becca_P]

@Mikerobcro

We're sorry to hear you feel this way.

Has the issue been resolved since the team last contacted you on 4 April?

If not, please let us know and we'll be happy to assist you further with this.