Orders

[Pgm5067]

I have been lead up the garden path by numerous staff agents at Vodafone from sales Agents via online chat various departments. To Vodafone HQ CONNECTIONS At Newbury via Emails after credit check Appeal form sent. I was given £108 credit and x2 lines after Vodafone credit vetting fixed for 3 months so was able to add line from account as already have one phone. Placed order no problem next day delivery, I decided to cancel before dispatch as changed mind called up was sorted. Went to add another phone few days later with the credit on account available was Declined right off? Checked Vodafone said my account credit has been Declined stopped and can not attempt for 3 months? Nothing has changed at all so I challenged this at connection HQ IDENTITY.ME and lady got back with email saying did I wish for my last order to be fulfilled will get sales to give you ring and sort. This is after Decline I add. Next day found out my account has got credit back on with second line fixed until August to add second phone. Was told by numerous agents this will now go through. So I took there word and added Samsung A52 from account and shock horror Declined again. I'm completely Baffled by this any help and good knowledge on this and how I complain would be very Helpful indeed Thank kindly to all.

[BandOfBrothers]

Hello @Pgm5067 

I think the issue with your situation is that you changed your mind so close to the despatch date causing their systems to deny you ordering again.

I'm assuming your account needs a little time to reset from when you took action.

In regards to making a complaint the following avenues are available.

Customer Services via 191 or Live Chat.

Vodafone Social Media Team's. 

Complaints/Code-of-Practice. 

[AnnS]

Hi @Pgm5067 

I suspect the reason for this is you only have a credit limit of £108.00 on the account and providing an extra line will put you over the credit limit.  Also, you don't mention how long you have been a customer, Vodafone have a three month clear payment rule before being able to add an additional line, by this time Vodafone will have an indication as to how you manage the account.

You have also ordered additional contracts over a short period of time and Vodafone have cancelled the orders and asked you to pay 3 months bills for the first contract after which time you will be able to add an additional contract to the account.

[Pgm5067]

Hi Annas......    Thank you kindly for taking time 

To read my somewhat protracted situation. It hasbeen resolved by HQ IN NEWBURY CONNECTIONS Who it seems are the Higher power re: Vodafone and can even get credit department to do as Told 🙂 it was Defaulting by 

Automatically if application was done online, but connections ran through a manual without it going to External Credit Agencies as they agreed I had checks done which should not of been. Interesting  to know that the computer says no final answer it seems is not and certain Higher pay grades can tell the computer your wrong 🙂

[Pgm5067]

Hi. Another cycle of being told by sales Agents,

Will be no problem to add second phone as you  have been credit vetted and is showing on 

Your account you can add second line again. So I ask I can do this via 3rd party yes sir of course 

Just put in your linked number to account and we will find this out end and will add line for you  and no new line credit check required?  I asked again to make sure no problem. So mobile.co.uk it was put order in for IPhone xr and get message to call them and told tried to put through but Vodafone have Declined this yet with Credit clearly on account to add??? So yet again been misled into this and now my account has Defaulted back to declined credit and have the 90 days rule slappy in my face. Absolutely fuming now. Thank you kindly to all

[AnnS]

Hi @Pgm5067 

When you are already a Vodafone customer you would have already been identity and credit checked and there is no reason for any additional check. Providing you have made three months clear payments on your first line, if you take the contract out direct with Vodafone through your online account you would also qualify for a 15% discount on the second line.

I am sure the third party would have put this through as a new and not existing customer, on the third party site, there should also have been a box to tick as a new or existing customer, if you selected new, they would have done a new unnecessary credit check.

I would try again but make sure you select existing customer, or go direct with Vodafone and get your 15% discount on the additional line.  You can also try calling Vodafone sales on 191, and they will help get your additional line added to your account, with of course, the discount and this may even work out cheaper than going through the third party.

[Pgm5067]

Thank you for reply Ann's. Yes I did put my original number in box to say I was already a 

Vodafone account customer with existing line and been credit vetted for the second line option?  I chatted with Vodafone via live chat and asked the question can I add to my account via 3rd party as I would direct with Vodafone yes of course. Yet has said was stopped by network  Vodafone when absolutely no reason to? Thank you kindly 🙂

[Pgm5067]

Secondly this clear X3 bill payments on new accounts before being Accepted for added second line I have never been told or read about. I was told as long as have credit on account and been vetted for second line then this would be ok. Prime example I had problems with previous order and had HQ Connections ring me up to sort out all problems . Would of known I had paid just one bill as new customer yet still Accepted extra phone after bypass override on systems and having power to go to credit control and sorting out 🙂 all very intriguing ANNS....... It seems can move the goal posts when needed to? 🙂