Very poor customer support

[wheel]

I have three numbers on my account (me and my two daughters, daughter “A” lives and is studying in Manchester Met, daughter “B” lives in south of England.

My daughter “A” had her phone stolen beginning of December, I had the SIM blocked and ordered a replacement SIM via Vodafone chat (7/12/2016) I have the “transcript”, I repeated the number several time to be sure they were going to replace the correct number “A”, when the SIM arrived it was the wrong number it was “B” and as “A” lives currently in Manchester to just swap the SIM was not going to happen so my other daughter “B” was now without phone.  My daughter “A” was down for Christmas, to avoid any more problems I went in to the nearest Vodafone shop and asked for two new SIMs to replace the current ones, and thought that would solve the problem. After this “A” was still not working so I went back to the shop (this is the first week in January) and they said I was still blocked and they could not undo the blocking, they said they were going to sort it out and hand it over to customer support (escalation) they did say it’s not our problem anymore and they will contact you, the first time they contacted me was 7 February, as I was working I missed the call they left a message with a number which I called and the person I talked to said he could not deal with it and someone was going to call me the next day, but nobody did and nobody has since.

This has been going on since December, during this time daughter “A” has not been able to use here phone number, my number was removed from my account, I could not enter my account as when trying online my number did not appear so I could not receive security code, only daughter “A” which was not working and “B” numbers appeared, so for me to enter my account had to try to get hold of daughter “B” to have the code sent to her and her to txt to me, this has now been solved by adding my numbers to a new account.

I have probably spent more time trying to sort this out than Vodafone, the worst is nobody has apologised.

[BandOfBrothers]

Hello

I don't think anyone can fault you for being unimpressed at those sequence of events. 

Especially with the added stress of the phone being stolen in the first place !

Sometimes things can go wrong which most understand but then its how its put right that instills confidence back in the service and product. 

An apology I find helps ease lots if situations and takes the heat out of most of the situation. 

Is all resolved now?

[wheel]

No, it has not been resolved and since the Vodafone shop passed it on to support, I dont have a clue what going on!

Abstarct from the Vodafone website states - Once we've reviewed your complaint, our aim is to resolve it within five working days. If it's going to take longer, we’ll keep you up to date on our progress.- I have seen nothing of this and how can it take over two monthh to resolve an unblocking.

I have been with Vodafone as long as I can remember, everything has been good until something happen. I'm very tired of this. 

[BandOfBrothers]

Vodafone Tech Teams monitor this Community Forum. 

They are a small team so please hang in there while they catch up with your thread. 

[Carly]

@wheel

Sorry to hear about the poor experience you've had with us.

So we can look into this for you, I've sent you a private message. Please follow the instructions on the message and we'll be able to help.