Hi, I'm hoping someone from Vodafone can look into this and help me resolve the issue.
I applied for Vodafone Essentials Broadband on 27th November 2022. I am eligible, being in receipt of one of the listed benefits.
Straight away I received an email confirming my application. Part of it read: "We've received your form and we'll be in touch soon to let you know if you qualify. What happens next? A member of our dedicated team will give you a call within five working days to check your eligibility and process your order. Our team will contact you from an 01482 number so keep an eye on your phone."
I never received a call from Vodafone within the specified 5 working days, neither did I have any missed calls from that 01482 prefix. Over the next couple of weeks I wasted ages on the phone and live chat, trying to find out the status of my application. The so-called 'support' I received each time was utterly useless. One advisor even asked me if I was applying for a business account, despite me making it clear it was the social tariff that I had applied for (and how can a business be on benefits?). Another advisor kept switching between telling me that my application had been refused (I asked how, given nobody had even been in touch with me to confirm my eligibility, but she couldn't answer that) and telling me that it was still in progress (but could give no indication of what stage it was at). And, obviously, she was at complete loss to explain how my application could be simultaneously rejected and still being processed. She clearly didn't know what she was talking about, and - like the other advisors I spoke to - was not at all interested in helping me. I got the distinct impression that I was low priority as I was applying for a cheap package, and, since I was technically not a Vodafone customer, they didn't really need to bother assisting me.
Eventually I gave up, as nobody I spoke to at Vodafone was bothered about helping me. However, I'm posting now two months on (yes, I know it's a long time, but I just lost the will to keep contacting them and being let down), as I need to know whether the application was processed or not.
I'm also concerned about the fact that a credit check may have been conducted by Vodafone as part of the eligibility check (the T&Cs state that this can happen). That would be fair enough if Vodafone had at least contacted me to let me know that my application had been refused on credit grounds.
So, at the moment, I've no idea what happened. Since nobody contacted me to discuss my eligibility as per the application confirmation email, I'm assuming that Vodafone never even started processing my application. But I don't know for sure, since Vodafone haven't gotten back to me at all.
Even without being a customer (yet), I feel very let down by Vodafone's exceptionally poor customer service. Somebody should have contacted me within a week of my application as stated in the email, but nobody did, and my attempts at chasing up the matter were frustrated by clueless and very unhelpful advisors.
Two months down the line my application seems to be in limbo. I'm still interested in the Essentials package, so I would be grateful if someone here could look into just what happened (or didn't), and help me get some closure on the matter. I'm reluctant to make another application (either with another company or re-applying with Vodafone) in case Vodafone did in fact run a credit check.
I was going to say that I'm happy to share my application reference number, but looking at the aforementioned email again, I see that there wasn't one!
If Vodafone did run a credit check, and my application was refused, then they should at least have the courtesy to inform me, both of the fact that it had been turned down, and that a check had been carred out. But it wouldn't make sense for that to happen, since Vodafone never contacted me to even discuss the application as the email stated. So, on top of being very disappointed, I'm also understandable confused about the whole situation!
Any assistance from a Vodafone rep would be most appreciated. Thanks in advance.
