"Upgrade" via Samsung Mobile Shop & Vodafone turns into Nightmare

[pmcg11]

We have a "business" account with 2 numbers, sim only, Out of Contract.

Recently did an "Upgrade" via Samsung Mobile Shop and Vodafone on both numbers, one at a time.

Expected the existing account to be upgraded (we checked the box and supplied the numbers) but we have received new SIMs, Numbers and 2 x new contracts.

So we had 1 x Account, 2 x numbers.

Now we have 3 x Accounts and 4 numbers!

Spent hours on telephone today trying to get these switched across but the foreign folks in the call centre could not grasp what we were asking!

Finally decided returning the phones is the easiest option.

Anyone know of anyway we can keep the existing deal but get them on our old numbers and ideally (not essential) the old account?

Have to say the customer service is terrible and for that reason I'm thinking simply cancelling the new ones (never opened) and jumping ship is the way forward.

[pmcg11]

Phones now returned, cost me £23 for the "experience" to return them Royal Mail Sepcial Delivery.

[pmcg11]

Now Vodafone have decided it's a good idea to get in quick and get £74 debited from the bank account for 2 phones delivered incorrectly that have never been opened nor had the sim cards activated.

Not sure how they can even do this when the name on the debited account is the Ltd. company and the name on the new accounts they decided to create are peoples names.

Complete and utter joke of a company and I'll be glad to see the back of them.

[Amanda]

Thank you for keeping us in the loop @pmcg11 and I'd like to offer our apologies for the poor experience you're having with this. 

It sounds like the first bill was produced (and taken) before the return was processed in full and your first bill is for a full month in advance - this means there will be an automated credit balance that'll be refunded to you via the same payment method. 

So we can double check it all for you, please pop my team a message on social media and include a link back to your post - then you won't need to repeat yourself. 

Please note, we don't have access to large business or corporate accounts - if this is the case for your account, we'll provide you with the tailored details to get in touch with your team directly 🙂

[pmcg11]

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@Amanda wrote:

.....

So we can double check it all for you, please pop my team a message on social media and include a link back to your post - then you won't need to repeat yourself. ........

Thanks @Amanda 

I've already done the social media thing but they could not help, payg for 30 days.........was their help!

Will just have to put it down to experience and understanding that Vodafone are unable to follow even the simplest ("upgrade") of instructions.

Have now paid £398 + £74 so £472 out of pocket for "contracts" that should never have been setup.

Truly terrible service.

Good news is we have a good offer from Three and have our PAC codes so hopefully can put all this behind us and after 30 years say bye bye to VF.

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[Amanda]

Thanks for the feed back about this and for getting back to me @pmcg11 - though I'm sorry to hear you're now leaving us, especially when you've been a loyal customer for all those years. 

I couldn't find a social conversation related to your username, community post or the name registered with us, meaning I was unable to review the conversation I'm afraid. 

If you do have any further questions, please just pop us another message via social channels. 

[pmcg11]

Never had the line rental charge of 2 x £37 taken on 05/01/23 refunded.

On 16/02/23 there was a single refund on one of the accounts for £7.16!

No wonder people get so annoyed.

Think I'll have to end up taking it up with the bank and the D/D guarantee.

[Mark]

If you can pop us another message as @Amanda advised @pmcg11, we'll be more than happy to look into this for you.