II have three numbers on my account with Vodafone the one I use {primary number} one my wife uses and one my daughter uses. I have had these numbers for a good number of years now, and on the 16 Dec 2016 my daughter broke her phone, so I suggested finding out if I was due an upgrade? I use Live chat and the guy tells me that I can upgrade from the next day, not only that but he would put a note on the system as a loyal customer I would be entitled to a discount, 17/12/16 back to live chat and I explain that I had a chat with someone the previous day and I wanted to upgrade one of my numbers, I was transferred to the upgrades team? After going through the security again, I again told the guy I wanted to upgrade, he asked me what phone I wanted? I said I was interested in either the iPhone 6s or iPhone 7 could he give me prices for both? He comes back with the iPhone 6s has been discontinued! But went on to tell me about the iPhone 7, the price he quoted was too much, so I said I was promised a discount for being a loyal customer, he said he had offered the best price. My daughter then pointed out that they still had the iPhone 6s on the website, so I asked him again and said it was still showing as available? He went away and looked then he said that I could have an iPhone 6s for£42 a month with£50 up front even though on their website it showed the phone for £37 with only a £30 up front fee? I again questioned this to which he replied that they we're all out of stock anyway? I then asked about ending the contract as by now I was getting fed up, he told me that I was able to give 30 day notice anytime. With that I ended the chat.
My daughter then went into our town and got a gold iPhone 6s 32gb with EE so the next day 18/12/16 I went back to live chat to give them the 30 days notice, the guy asked me why I was leaving? I explain that I tried to upgrade the day before but the person whom I had spoken with wasn't very helpful and my daughter had now taken a new contract with EE, he looked at the notes and said that he could do the upgrade now, he went on to say that I could also upgrade my other numbers? I wasn't interested in upgrading my number as I had only recently gone over to sim only, but my wife was and so I asked him what could he offer me in terms of tariff and data for the iPhone 6s 32gb? He went away and came back with he could offer me a free phone with unlimited calls, unlimited text messaging and 1GB data for£29 per month, I asked him if he could increase the data? He said he could increase it to 3GB, so this was for two new iPhone 6s 32gb for£29 for 24months. So after I had him confirm the deal I agreed and he put the order through. The phones were due to arrive on Tue 20/12/16 DPD arrived but only had one phone? I then call Vodafone using 191 and get through to sales, then I explain that I was expecting delivery of two handsets but only one had been delivered, he said that the order hadn't been put through properly and that he would have to reorder it, he put me on hold and went away, 10 mins later he comes back with he had to cancel the order and reorder the phone but he could not see how I had been offered the price plan of £29? He could only get it down to £31 a month? I told him that I was given a discount for both handsets for being a loyal customer but that I did not know what the discount was? He just said that he would put a note on the system and get someone to call me back, he said the new handset would be with me on Thursday 22/12, the call never came….
All was well during christmas until I got a message on my daughter's phone saying my bill was over due? I then got a automated call saying my bill of £35 was now due and to pay by card, which I did. Then my daughter tells me that her phone app is saying that her monthly payment is £31. Then I remember that I did not receive the call from Vodafone they had promised to sort out the monthly price? I look at my wife's phone and it says that she only has 1GB data, so I contacted them again via live chat, this being the only way of gaining proof of what was said and by whom, I told them what was happening and to check the agreement on their system, after about an hour I was promised that all was well and I had nothing to worry about, that both lines would be charged the £29 a month and that the data allowance had been corrected to the agreed 3GB. A couple days later and still no change on the my wife's Vodafone app with billing or data, so I printed out the transcripts that I had and highlighted the areas showing what I had been promised and I went to our local store to speak with the manager in the hope that they could sort it out? However all he did was get me to call 191 on my phone and speak with Vodafone directly myself, he said if they need confirmation on the deal agreed he cold tell them as he had seen the transcript, I pay the outstanding bill for Dec and reinstate the direct debit for that number, after nearly 2 hour's of sitting in the shop being passed from person to person I think I'm finally getting somewhere?
No chance!! The very next day I get another message from my daughter saying that she had received a message from Vodafone telling me that my bill was overdue and my services are going to be cut? What bill? Bills are not due until the 20th of the month. This was the 8/01/17 I then tried live chat again to try and see what they were talking about? The guy told me that there was two outstanding bills as there was no direct debit set up on my wife's number, I told him that I had reset the direct debit during the two hour call I had in store on the 7/1/17 he said that they had tried to take payment but they were returned? Now I am really confused?? There had been no attempt to take payment from our end as if they had tried and it been returned as he said we would have been charged by the bank for unpaid direct debit, lies lies lies
So while I was on the live chat I called Vodafone billing to try and pay what he was telling me was due, but being Vodafone nothing is simple, they told me they could find no information on the account for outstanding balance for this number but there was an outstanding bill from December plus charges for the handsets, I told her that I had already paid Dec bill plus the handsets were free, she went away putting me on hold, then she came back saying she needed to open an investigation then put me on hold again, then came back this time saying she needed to speak with her supervisor and that she would call me back in the next 3 hours. I still have not received any call from them regarding this matter, I tried to get the transcript for the last chat but it failed to come through, so I again contact them using chat and ask for it to be emailed to me, the gut sends me a link telling me this is the only way of getting a copy of this chat session, I was confused as it stated there was a £10 fee and I had to fill out a form??? I was not paying to have the chat session sent to me to I ended the chat. 9/02/17 my daughter once again messages me telling me they have cut her off! She has also had her direct debit cancelled by Vodafone, what the hell is going on with this company? I cannot believe how a company so large can (expletive removed) up so much? What are they playing at? I have now opened a case with the European commission and trading standards. I really don't know what to do now I get a physical headache whenever I hear there's another message from Vodafone. Anyone know what I can do?? They are making me ill. I have had them confirm the direct debits on several occasions to make sure that there's no issue collecting the bills yet still they cannot get it right. Still the Vodafone app show 1GB data allowance on my wife's number and still they have not called me to discuss anything.
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