Proof of usage

[sykess90]

I am a Pay monthly customer whom purchased my mobile phone through Currys, and have now lost it. I have blocked my sim card and need a proof of usage from Vodafone for insurance purposes.

Vodafone are refusing proof of usage as they advisors over the phone are stating, the phone was not purchased from Vodafone so unable to provide this information and I need to contact the company i purchased the phone from! I have completed the proof of usage form and they are unable to provide usage giving no further explanation! What do i do? As via google Vodafone states they are able to give proof of purchase.

[Mark]

Hey @sykess90, it sounds like the agents are getting confused between proof of usage and proof of purchase, apologies for this mix up. You can request a proof of usage from us via this online form. If you have any issues, let us know and we'll be happy to help 😊

[sykess90]

Hi Mark, many thanks for your prompt reply. 

I have previously completed the form and received this response:

We would like to inform you that we are unable to locate usage of mentioned device (XXXXXXXXXXXXXXX) on your account using provided mobile number (07XXXXXXX).

[Mark]

If the phone was only connected to the account for a short period of time it may not have ben updated on your account @sykess90. Let's see if my team can get anymore information for you. Please pop us a DM on one of our social channels explaining what's happened.

[sykess90]

I have tried contact customer service via Instagram and they can’t proceed through security checks as I am unable to receive a code via my phone number as I haven’t received my sim yet, so I am yet again referred to call customer service and I did this this morning with no success. This is beyond frustrating getting passed and and forth only requesting to receive a proof of usage.

[Andy]

@sykess90 I'm sorry we were not able to pass security over social media. Have you managed to speak to anyone else within the customer service team to get this resolved? If you haven't, if you could please pop over the name of the social account you're contacting us from,  we can then check if there is any other way we can pass security with yourself.