Spending limit reached no previous.

[curiousjake]

Hello, I would like to start by saying i have no bars or restrictions on my account and i put a £50 spending limit on my account but i have seemed to have reached my limit even though my account has never spent any. When i spoke to customer service they were "useless" to be polite. I was on the phone for an hour on hold for around 45-50 minutes to be told that my account is fine and their are no problems and that their is nothing they can do.  They told me i have no bars or restrictions and that my account has a spending limit of £50 and no outstanding so there was nothing they can do? has this happened to anyone else? 

[BandOfBrothers · Accepted solution]

From what you write @curiousjake this appears either to be a glitch on your account which should self resolve or Customer services are not looking at it fully.

I'd say persevere either with Customer services on 191 or Live Chat and or raise a complaint via Here. 

I wish you all the best with this. 

[curiousjake]

I will try contacting customer services again tomorrow. It seems like it is a weird glitch but was hoping that it was something obvious like needing to sign up for a Vodafone service to use that or such but seems not. Thank you for your reply, its not the end of the world for me if not then i will pay by card so no need to complain.

[BandOfBrothers]

Fair enough @curiousjake 

It's a feature that should be open to you so I hope you'll be looked after.

Best of luck.

[curiousjake]

Prior to today, i never had a limit and only added the limit after it already did not work. so i added the limit to see it made a difference. i have spoken with 3 different advisors and none of them were able to help, in essence they said "we will turn your limits off and back on again to see if that helps"  and still waiting for live chat to try seek help from there. I just get the jist that since its "just for my convenience" they do not really care so they cant be bothered dealing with it. But ill try that route thank you

[BandOfBrothers]

I can see from your own replies you have done what you can at your end in regards to setting limits etc @curiousjake with your account and only as a last resort.

This is why it leads me to think it's a glitch on your account that hopefully should self resolve or Customer service who you have contacted will resolve. 

The Vodafone Social Media Team's only have the same access as they do and you would have to wait until they get back to you and take you through security protocols. It's faster going through live chat or phone call as your then dealt with in real time.

Do let us know how you get on.

[BandOfBrothers]

I find it sometimes is a case of finding that right Customer services agent that knows how to best deal with situations like these. Perhaps the other advisors weren't fully understanding the issue or hadn't come across this situation before @curiousjake 

I'm sure you'll get this resolved or find another way as you earlier intimated.

[wharfedale66]

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@BandOfBrothers wrote:

I find it sometimes is a case of finding that right Customer services agent that knows how to best deal with situations like these. Perhaps the other advisors weren't fully understanding the issue or hadn't come across this situation before @curiousjake 

I'm sure you'll get this resolved or find another way as you earlier intimated.

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I completely agree @BandOfBrothers  Having worked within a communication company CS dept its virtually impossible to train a CSR to deal with the sheer abundance of different issues a customer is facing. At EE is was a common practice between CSR's if they were unsure how to resolve an issue, they would place the call on hold & ask others on the team (or do an internal call to a different dept) if they were familiar with the issue & either transfer call or resolve it with help from a team colleague. Unfortunately due to present circumstances many CSR's are usually working from home & that team support isn't readily available to them.

[BandOfBrothers]

Thank you @wharfedale66 

People don't know everything about every scenario and would at some point need support from others I'm sure as you quite rightly hit upon.

Not every scenario will be available on Customer Service Agents support notes including the Vodafone Social Media Team's.

I think @curiousjake has this in hand whether the post is marked as solved or not.

The Vodafone Social Media Team's read all posts no matter what their status.

We as Community Champions are fellow customers and not moderator's so I'm sure they have this in hand too.

Fingers crossed for you @curiousjake  

[BandOfBrothers]

@curiousjake 

Hello again.

How have you got on with this may I ask ?