Official Vodafone Complaints/Query Thread

Hello,

The Code I have been sent is: 13685356.

I look forward to being contacted by you in the near future.

HI, I am new to this forum and seek some advice on a porting issue I am experiencing with Vodafone UK.

I bought a new Vodafone UK monthly contract in May 2016. As soon as I received new Vodafone SIM card, I gave my O2 PAC code to Vodafone UK to transfer my old number from O2 to Vodafone in first week of May and received a text message confirming that the transfer will be completed within 3 working days. However, for over two weeks Vodafone UK failed to transfer the number from O2 to Vodafone because the customer service team member who took the request failed to initiate the process. Vodafone UK team asked me to call again and put a new request for transfer number and this new request was fulfilled and since then I am using Vodafone UK services and paying them by direct debit.

Recently I checked my bank statement and found out that O2 was still debiting monthly charges since May 2016 and on inquiry they inform me that Vodafone has not completed the transfer process and my number is still active on O2. I inquired with Vodafone UK to get the facts regarding this discrepancy and to my surprise my number do not exist in their system but the same time I am using Vodafone UK services and paying them for the same.

I first contact Vodafone UK on 30 June 2016 to resolve the issue and was over the phone with their customer services team member (Mr Chris) for over one and half hours but the issue was not resolved and a call back from customer service team was promised to resolve the issue. I never received a call as promised and next day again, I was over the phone speaking to another customer services team member for nearly 2 hours but the issue was not resolved as no one is able to find out the root cause and I was given some lame excuses for the error. Although, the customer service team member admitted that an error has occurred at Vodafone’s end and thus the porting of the number was not done properly. The customer services team member also assured me that once the porting process is completed, Vodafone UK will refund the money I have been paying to O2 for last three months and will also compensate me for all the time I have spent in resolving this issue and the inconvenience that have experienced due to a fault at their end.

I called Vodafone UK’s customer services number on Monday again (04 July 2016) to get an update of the issue and spoke to a different customer services team member (Ms Jasmine) and explained her the problem for over 1 hour. Then she transferred the call to a manager (Mr Dan) who assured me that the porting issue will be sorted within 24 hours and I will be entitled for the refund. I called Vodafone UK’s customer services team again on 06 July 2016 and in a span of 54 mins of the conversation, in spite of requesting all the team members I spoke to let me speak to the manager, and all that time my call was transferred between 7 different customer service agents but no manager was available onsite to speak to me.

I have now been given the following information;
1. Although I am using my old O2 number on Vodafone UK network but the porting of this number has not been done.
2. It’s not Vodafone UK’s fault and I have to ask O2 for refund and not Vodafone UK.
3. I will not be compensated for the time I have spent in resolving this issue with Vodafone.
Could you please look into the issue and let me know where I have failed to correctly follow the process in requesting Vodafone UK to transfer my old number from O2. Why am I not entitled for the refund of the money I have paid to O2 in last 3 months and why should I be penalise for an error beyond my control. Could anyone please let me know how come a customer is made to pay for one number active on two different networks? What are my legal options to sue Vodafone UK?
Thanks