I am writing to complain in the strongest possible terms for the total lack of Customer service and what appears to be deliberate obstacles and confusion around how your treat your Customers.
I have been a Vodafone Customer for over 20 years and telephoned to arrange a simple upgrade to one of the Phones on Contract with you. Your team member made it so difficult in not understanding my simple request; namely, wish to upgrade the phone keeping it on the same package as it is currently on. What could be simpler?
Instead of arranging this I was confused by technical jargon, my request seemed to be twisted with YOUR firms terminology and words being put in my mouth. I was placed on hold so your person could “Speak with a Manager” being held on hold for 25 minutes or more, then for someone completely different to come on the phone and I have to start all over again to end up at the same point.
Given the fact the Contract on the number in question is due to expire on the 4/3/2022 I decided that I would not renew or upgrade and simply switch to an alternative supplier. I was advised I could not do this without charges !! When I asked how can there be charges when the Contract has expired the answer came back “That’s just the way it is!”
A colleague telephoned Vodafone using 0808 005 7382 to be told by one of your representative that I should phone this number and simply ask for a PAC code, advise them what I wished to do and there is no charge and it will be done. I telephone this number and was straight back to where I was on Monday, causing me to lose it with your staff member. I suffer with high blood pressure and dealing with your systems and procedures that seem to be designed to cause maximum grief to your Customers caused me to hyperventilate and have to pass the phone over to my partner to try and talk sense.
Having been told by this person that se could not take notes on the system, could not put me through to a manager, could not sanction my request I was stranded, High and dry..quite disgusting way of conducting yourself.
Finally, after nearly an hour in total today… I think she realised I was on the verge of completely losing it and she then 1) Took notes 2) E mailed and messaged the PAC code. I can only assume it is YOU Vodafone, that instruct your staff NOT TO take cancelations easily and try and cause maximum hassle so that hopefully the Customer will give up and stay with you.
Quite how the Policy makers at Vodafone sleep at night is beyond me.
If I could be bothered I would take this up with the Ombudsman, inform BBC Rip off Britain as well as my MP but I think the best course of action is to switch supplier and in a years’ time when my own phone comes up for renewal switch that as well (although the prospect fills me with dread)..you have lost a 20+ years Customer and do not appear to give a damn.
