Delete My Account - How to delete a Pay as you go account

[Anonymous]

I am a pay as you go customer. I bought a phone back in 2015 but I left Vodafone by not using my old SIM, did not make chargable calls, did not top up, in other words, I stopped using number and SIM. I also registered an account 2 years ago that worked properly but I have not been able to log into my online account since my number disconnected. I wasted hours and days via online chat support with no avail. I was transferred to many different agents but they seemed a bit incompetent to understand the nature of my issue and I was ignored by them. No one was able to either reactivate or permanently delete my Vodafone account. I may have threwn the old SIM out or lost it and I was advised on chat to go to my nearest store as getting a blank SIM card and I will not face any issues as they claimed that I failed verification because I could not recall all details of the SIM correctly. I went to the local store nearby my area but I was said that I will not be given a replacament card because I have never made any chargable calls or the old card has never been activated and they were also unable to locate my phone number in their system. Alternately, I was encouraged to buy a new free card with a new phone number however I refused this option because online chat agents insisted that they will not be able to verify account ownership with a new card, as only the old one could do it. Now, I need to accept the fact that I lost everything. I do not care if I may not be able to reuse the old card and they will not be able to reinstate my account but I am not sure about this registration. To be honest, I have no clue as to what happens to Pay as you go accounts once the number disconnected but has not been recycled to another customer. I asked customer service to permanently delete my account instead of hanging all my personal data in the system as a deactivated or an inactive one, however I was told,  as I am not a pay monthly customer, they will not do it for me. But in my opinion, deleting an account should not be that difficult and painful process. What happens with such accounts? How is that possible to get this registration deleted? What error message should I see if my credentials were deleted from the system and no longer exist? If I try to log in, even if my password, PIN and memorable word are all correct, I am not allowed to log in. It says,

We didn’t recognise your username or password

Please check and try again. Remember, your password is case sensitive.

If you continue to have difficulties please check our Help and Support information, or contact an adviser over Live Chat who will be happy to help reset your details.

If I attempt to reset my password,  where I can type in my phone number, PIN and memorable word, it indicates that there is only one last step ahead and I will regain access that is a huge scam.

Verify your account

Almost done. You just need to tell us either your account PIN or your memorable word.
Please note: your memorable word is case sensitive. If you can’t remember your PIN or memorable word you can reset your details with an adviser over Live Chat. Once logged in, you can update your login details under Account settings.

Once I gave those details, I get this error,

Sorry, there seems to be a problem

We didn't recognise that number. Please check and try again. - [Error ref 1c1]

It does not recognise my PIN. Can you please let me know why does it happen and what can be done? It is quite frustrating to know that it is likely that my online account with all my information exists in the system even if it became deactivated and disable for login. I have some security concerns because of it. Help me.

[ToniCa]

I don't think I understand what you are trying to do. You say you don't want an account any longer, and it sounds as though your number has been deactivated through lack of use; this is a preparation for re-issuing it to someone else, once the quarantine period has finished.

So, to all intents and purposes, you don't have an account, but it sounds as though you are trying to get your old number put onto a new blank SIM, and to reactivate the account? I'd guess you are unikely to achieve this, but to do so would surely blow life into an account you don't want.

[Anonymous]

You are correct with that. I do not want my old account any more.

My number has been deactivated due to the lack of use. If it is the case and it will be assigned to a new user,

how long does the quarantine period normally take?

At first I contacted Vodafone chat support in order to have my account reactivated but I was advised that it is nearly impossible to be technically implemented as you also admitted.

[Anonymous]

Hi,

I also want to ask, what happens with an account after someone leaves Vodafone and stop using SIM?

I mean, is the account permanently deleted or rather deactivated with all personal information being kept in the system?

Because I have some concerns that my details may be in the database that can be exposed to hackers, even if the account in question appears to be disabled for login due to Terms and Conditions.

Some agents informed me via online chat that my account or phone number is not registered now but others said that they could only disclose details regarding the state of my account if I could pass verification. I may have threwn away the old SIM, and cannot recall all details from 2015. I went to the local store by their advice but I could not manage to get a replacement SIM that would be the best way for customer service to verify my identity and proceed with account deletion even if it is not entirely deleted. At the store, I found out that I have not made chargable phone calls or the SIM has never been activated so they were unable to retrieve my phone number from the system. I said to chat support what happened at the store but I was ignored. They said that they cannot help me further without such card and will end chat. I understand policies but it must be a bit of rude business practice from Vodafone.

[ToniCa]

@pygcust This is becoming a nightmare - there seem to be posts all over the place from you. I was trying to give some thoughts on this, but then saw that one of the CCs had given you advice on the same point elsewhere. I then tried to see what had been said to you, and ended up hopelessly confused as to exactly where people had got to in the different threads - I had replied to what was essentially the same question twice, because the over-generous layout on the phone meant I didn't realise that both questions were from the same person.

As far as I can see, it's all on the one subject, so please just stick to one thread, as it seems to be an important question, but multiple threads must reduce your chances of getting a useful answer.

[Anonymous]

I am so sorry if I caused a bit of confusion. I just need to apologize for all inconveniences it may have caused for you.

If it is the case and in order to enhance my chance to get useful answers and advice from other users and even forum team, you can close this thread of conversation but I would prefer to leave another one open because in my opinion it is a very important question. Customer service did not know the answer and they may not be trained properly to proceed with account deletion requests. They appeared to be unfamiliar with this process as even if I clearly explained that I do not need this account any more and I wish it to be closed with all pertaining personal data, they did not have a clue. I was only said that my account may have been deactivated as deactivation means the same for them as deletion is. They have never heard of deletion and the difference between deactivation and deletion.

I also tried to dial my old number but the line went dead and ended the phone call immediately. It does not indicate that my number has been disconnected due to inactivity but it was not a new customer who could answer my call on the line. In my opinion, my number must be dead or Vodafone has not recycled my number to another user yet. I just guess what is going on with my number but of course I am not sure about it.

[DaneB]

Thanks for getting in touch with us @Anonymous. Some interesting issues you've raised for us. This is one that I've yet to come across and I'm eager to look into this with you in further detail. I've sent you a private message on how you can contact our team directly. 

[Anonymous]

Hi, I have submitted my details via the given form and pasted the code. The website displays that your support team will be get in touch as soon as they can.

I previously contacted chat support but they had no idea as to how it is possible to permanently close a PayG account. Here is the problem. I explained to them but it seems they are not well-trained or have never heard about this process because not too many PayG users wants to delete an account once after they also stop using their phone. I want to make sure that my personal details will be purged from the database.

[ToniCa]

---

wrote:

Hi, I sent my details to you via private message.

I have already contacted chat support but they have no idea as to how it is possible to permanently close a PayG account. Here is the problem. I explained to them but it seems they are not well-trained or have never heard about this process because not too many PayG users wants to delete an account once after they also stop using their phone.

Even if you cannot respond to private messages directly for some reason, I ask you to escalate my issue to your team. From then on, they will decide on how they can help to have my account deleted. I want to make sure that my personal details will be purged from the database.

---

pygcust - you'll need to complete the form to which Dane has sent you a link - replying by a PM won't get you anywhere, as you won't clear the DPA requirements. This is an important issue, as we PAYG customers need to understand what happens to our personal data when we let an account lapse - now you've got someone from Vodafone who clearly understand the point you're making, please give him a chance to investigate.

Edited to add: Here you say that you replied by PM, elsewhere you said you replied using the form. ???

[Anonymous]

After that, I found the provided link in the private message Dane sent me and it has now been submitted along with my personal data.

I definitely give him a chance to take a look at my issue and permanently delete my account even if I failed to resolve my issue with customer service. Once after submitting the form, I received an email to my provided email address that confirms that they have already got the form and will come back to me with the details as soon as they can. It may take up to 48 hours. From now on, I just need to wait for their reply and hope that my account can be deleted if it is deactivated only. I am also eager to find out what happens with PayG accounts after we stop using a number. I would also like to help with another PayG customers who has also doubts regarding account deletion.

[Anonymous]

I was also given a reference number via E-mail once after submitting the form to Dane.