£5 vodafone to vodafone bundle

[BM11]

Hi.

My parents brought new phones yesterday and the man at the shop assured them that they can keep vodafone family as while the sim needed changing the number will be the same. Turns out the man in the shop lied and that is not the case and because it's now shut they have lost it for good. But the advisor on the phone said they should instead buy a £5 vodafone to vodafone bundle only available in store. But according to your online advisor that does not exist. Why is that being offered over the phone if it's not available - it's disgusting treatment to promise customers - make a mistake- and then let them suffer

[BM11]

I think this deserves to be noted, Twice advisors, once over the phone and once online, have told my parents to get a £5 Vodafone to Vodafone bundle by going into the store - only for the store to not sell it. I feel that this level of incompetence needs to be strongly highlighted.

[AnnS]

Hi @BM11 

The bundle you are referring to isn't available in store or through any Vodafone platform.

If your Parents just happened to still have family it was discontinued and removed from the network 2017 and they will have done well, it also unlikely the store staff would have caused this to be lost when simply replacing the SIM, it would have been on the account and not SIM related.

There may be a £5,00 top up credit that can be added in store, not being PAYG myself not sure of the minimum top up online.

Vodafone will need the account holders to get in contact with the Social Team through Twitter or Facebook here: Contact the Social Team , the accounts will then be investigated and the advisors located and this will be fed back accordingly.