Aaarrrgggggghhhhh Vodafone

uolypool

I have a paymonthly sim with vodafone my payg account was changed over to this last month so i kept the same number.The sim was registered in my name when it was payg. Well today i get up and my account is totally blocked. Cant do anything with it no txt no calls (furious is an understatement) anyway i phoned customer services and gave them my details nd they basically told me they were not the details they had on the account and they coud not give me any info on the account as they were unable to access the account with my information!!!! After a lot of disagreeing i have been told that i need to prove the account is mine I have given them all the details that i have including all the numbers that are held on the family package of the account and who they belong to etc but to no avail so now stupmed about what to do i have an account that im expected to pay for each month but cannot use because of vadafones incompitance:mad:

spirit

Hi uolypool,

Have you got a security pin set up with them or a password?

they would have asked you basic security questions to validate you. Did they say they have the number down in a completely different user name? If you are on DD and have verified the bank details, the billing address, given numbers of the calls you've made recently that should have got you in.

Had you received a text from them prior to the blocking asking for you to contact them? they don't normally block for no reason.

uolypool

nope no email no call no txt before the barring also they say nothing matches up from info ive given them They sent me a txt on the 2nd jan saying i could view my account online using my account number which was included in the txt

spirit

OK, it's odd that nothing matches. Is it possible they had miskeyed in the number and weren't looking at your account at all? If you give them your sim serial number - 8944 1000 xxxx xxxx (forget the letter and xx at the end) that will enable them to find you.

I would ring again and you should get a different person answer you.

Let me know how you get on please?

Jon_01

Anyone else know your info ?
Sounds like someone's called in and changed everything (it happens). You may need to get them to contract their fraud dept if that's happened. They can access the audit trail on the acc and see what was changed and when (and by which agent).

uolypool

Hi Chris things just go from bad to worse with vodafone .Their systems are now down and they are unable to do anything till tomorrow at the earliest !!!!!! But the bloke i spoke to this time said in theory that if i have the details such as sim number etc then they should be able to look into the account and sort it out so heres looking forward to tomorrow lol I'll let you know how i get on but to be honest dont hold much faith in vodafone any more

uolypool

Hi Jon 01 nope nobody else would know my details i'm actually really careful about this its something thats happened at vodafones end i think might just see what o2 have to offer me and kids lol

Jon_01

uolypool wrote: »

Hi Jon 01 nope nobody else would know my details i'm actually really careful about this its something thats happened at vodafones end i think might just see what o2 have to offer me and kids lol

Might be worth asking them to look at the acc audit trail any way, they should be able to see your info and when it was changed and maybe even why.

spirit

ok Uolpool.

My daughter is having a similar problem in that she is trying to get her mailbox number from them (to extend the time it rings before diverting to VM) I think she's found the odd numpty there too! Systems down til tomorrow? I know they are doing planned maintenance on Carisma but that doesn't affect Crystal or Clarify systems.

I've told my DD to leave it a bit and ring again to get someone else. Sadly you do get some eejits who give the rest a bad name! :mad:

Keep me posted if you don't mind/

tar

uolypool

:mad: I swear if i could get my hands on Vodafone customer service person who has messed up my account !!!!!!!! Still not sorted still being fobbed off with [EMAIL="!!!!"]!!!![/EMAIL] All they do is ask more and more questions I have verified my id in every way i can possibly think and they just keep coming back with more questions SO FRUSTRATING so here i am still waiting for it to be dealt with and still with no phone in use .Here i go to to one of the other networks .

spirit

hi uolypool,

did they say that nothing still matches? what about your sim number - it should be logged against that mobile number? Just a thought, have you phoned the mobile number just to see if they have mistakenly connected someone else's sim to it which would render yours inoperable?

If you would like to pm me the mobile number and your sim number I will look in the morning for you?