Warning about 30% NHS discount

[willie5094]

I phoned sales team on 08080 044 438 on Monday to ask if the 30% discount could be applied to the Red Entertainment £25 25gb pack and was told yes it can by Jamie on the sales team, the only pack that the discount cannot be used on was the £30 plan as it was already discounted, I decided this was for me and took out a contract over the phone giving all my details including bank details. I ported my number over from 3 yesterday and my number was completed with Vodafone this morning, I applied for my discount on the appropriate webpage filling in all my details including my NHS email, received an email from Vodafone to my NHS email clicked on the link and received an email from Vodafone to be told my discount cannot be applied as the plan is already discounted.

I have just been on phone for 40 mins to Vodafone firstly with sales who told me that I cannot use the discount but customer services will listen to my initial phone call on and that it will be honoured, he managed to put me through to CS eventually after the first CS member refused the call saying that I would need to do it on an online form.

Eventually someone took the call and he said that I will be completely 100% satisfied at the end of the call which I am not, he told me he couldn't authorise the discount and I therefore asked for my PAC to go back to 3, so I was put onto someone else who again put me on hold for a few minutes to be told the I can't get my PAC till 24 hours have passed.

Where do I stand with this as I was told that someone will listen to the transcipt of the original call I made on  Monday with the sales team and get back to me with a decision, who will get back to me CS or sales, no one seemed to know, today I have spoke to 3 different people who really haven't a clue.

Any thoughts please.

[Lee1986]

Hi there. I have gone through the exact same thing about the same deal and same discount. In the end they gave me 40% off £35 deal which is £21 after their discount. Comes with 20GB data and entertainment package. Might be worth going down that route? Also regarding the phone conversation, I insisted on that and that definitely helped me and they might honour that or offer you something. 

Maybe we both got the same person who offered us the wrong deal. Good luck. 

[willie5094]

Thanks for your reply, glad you got it sorted out as it's really frustrating. Who would I phone to get it sorted out as CS or sales didn't have a clue.

[Lee1986]

I called up customer support and insisted on speaking to an supervisor. In the end they put me through to the customer relations department I think and they resolved the issue. 

The social media customer service team are good aswell, they made contact with me via the forums. Hopefully they get in contact with you. 

[willie5094]

Many thanks for your reply Lee1986 was it 191 that you phoned customer support on.

[Lee1986]

Yeah I called the 191 number. 

I know it's frustrating but just remember you have proof in the recording. Just insist on that you want to accelerate the complaint and want to speak to a supervisor and explain to them what happened, hope your issue gets resolved. 

[willie5094]

Thanks for that Lee1986 I'll give them a phone on Monday if I haven't heard from them over the weekend. I'll post back on here with the outcome, cheers.

[John]

@willie5094 I'm sorry to hear what's happened.
If you still require further assistance, I've sent you a private message with more information on how you can get in touch with the dedicated team.