Can anyone assist as i have an issue with Vodafone.
I called the Vodafone upgrade department at 13.33 on Sunday 4th September to upgrade my contract. I spoke to Jaqueline who was very helpfully and as I had been a Vodafone customer for many years offered me a discount (her words).
I advised that I needed to discuss this with my wife and she said this was not an issue and it would be available to take up until 20.00. I thanked her for her help ad was very happy with the deal that I had been offered.
I contacted the upgrades department again at 15.56 and was quite bluntly told that he was unable to action the offered upgrade and to contact the cancellation team. This I did and selected the call back option. The call back rang me once and then the call ended.
My next opportunity (due to my daughter’s birthday) was at 17.53 then I contacted the cancellations department. I advised the individual answering my call (Zafar) that I wished to take up the offer. I was advised that the offer was not permitted and they could not honour it. I discussed this at length as the offer was made and I was given until 20.00 to agree to it but despite accepting that the offer had been made it could not be allowed.
I was advised that the only people that could allow this offer were the Resolutions team, so I asked to be put through to them. I was put on hold for 10 minutes before the call was put back into the general queue and was picked up by a member of the upgrades team. I then had to explain the situation again before they would put me through to the Resolution team. This loop happened 3 times.
Eventually I spoke top David in the Resolutions team and he looked at the notes and advised that the upgrades team will honour the offer and after speaking to someone put me through to Mark in Upgrades. Mark was helpful saying that the upgrade wasn’t a problem and was ready to process the deal. He went through everything and said that the phone was nearly new! I advised that the original offer was for a NEW phone and that was what I wanted. Mark explained that this was not possible and that he could only offer the deal on a nearly new phone. I asked to be put back through to David but Mark put me through to Billing!
Thato in Billing advised that I needed to speak to Resolutions and I explained that I thought that was where I was been put through to. She tried numerous times to pass me to a team member in Resolutions but they refused to accept the call as the issue was resolved and the order had been placed. I advised his was incorrect but they would not accept the call. One of the people refusing to take my call was Kahla Mostaf. She eventually had to put me through blind.
I then spoke to Mostafa, he advised that upgrades should process the offer as it is fully commented is explained that they were refusing and I have been through previously to Resolutions and then passed back to Upgrades and this was my issue.
The time now was nearly 21.00 and I hadn’t seen my daughter all afternoon. The Upgrades department had finished. Mostafa advised he would look into this and call me tomorrow at 10.00 (still waiting for this).
All in all I have spent many hours trying to upgrade with Vodafone only to come away feel very low and disheartened.
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