Vodafone Rant

BATPB_1

Hi Folks,

Hope you are all well. Sorry it's a long one - just fancied a rant to get it off my chest. Have a nice day.

14 May 2010

MR GUY LAURENCE
[FONT=&quot]VODAFONE LIMITED[/FONT]
VODAFONE HOUSE
THE CONNECTION
NEWBURY
BERKSHIRE
RG14 2FN

Complaint Regarding Number Transfer and Customer Service
Consumer Telephone Number: XXX
Transfer of Ownership request from Vodafone #XXX


Dear Mr Laurence;

I write to express my disappointment and dissatisfaction with the service I have received from Vodafone recently in relation to taking out a new contract and porting a number. If I treated my own customers in the manner in which your organisation has treated me I would be out of business.

I have had a personal, SIM only, contract with Vodafone for some time, on setting up my own business I decided to switch to a Business Tariff. I called Vodafone to request a PAC code to transfer my consumer contract number, XXX, to the new Business Tariff before ordering the new deal. I was promised someone would call me back with the PAC code and that a letter would be sent to confirm, I waited around a week and had no call, so called back to be given the PAC code, no letter ever arrived.

In possession of the PAC code, I ordered the new Business Tariff Phone deal, I gave the PAC code at the time of placing the order online, the order duly arrived. Two weeks later my number had not been ported, I called Vodafone to chase this up, after speaking to around 5 different operators I was eventually informed the department I required was closed but that they would email some forms to fill in, these arrived with little explanation as to what was required. I called the next day, again after talking to various operators I was transferred to the “Transfer Of Ownership” department, who advised that I needed to fill in the form and fax them back to the department, this was done on the same day, I received no confirmation that they had been received as I was promised. I have had a number of emails back and forth from this team, there is always around a weeks delay in replies, and they are always requesting information that has already been supplied several times.

A further two weeks later my number had still not been ported, I called Vodafone again and spoke to someone who said that she could not help me and she would transfer me to the “Disconnections Department”, the original operator then came back to me and said that the “Disconnections Department” were refusing to speak to me, at this point I requested to speak to a Manager, he then proceeded to read all the notes of what was required and confirmed that all the required documentation had been received and admitted that the request had not been actioned “because someone had probably not read the notes properly”, I was then given another number (and person) to call.

On calling this number I requested that my Business Tariff be cancelled, the supplied phone returned and any incurred charges refunded for reasons I will outline in the next paragraph. The operator completely ignored my request and tried to transfer me to the “Transfer of Ownership Team” who would be able to transfer my number “there and then”, I refused and again requested the account be cancelled, the operator then told me “he would just need to let his colleague on the Transfer Of Ownership Team know he was no longer required” and put me on hold for around 5 minutes, a long time to convey this simple message. This was the second time the operator had lied to me in the space of one call. When the Operator came back to me he had been talking to a manager, to whom he refused to transfer me, and offered to transfer the number and that my next 3 months line rental would be half price. I advised that this was unacceptable and again requested the contract be cancelled, he insisted that this was not possible. Throughout the call the operator did not listen to what I was saying, lied to me and interrupted me.

After the treatment I have received from Vodafone Business I have no desire to continue to be a customer with your Business Division. You have proved yourselves to be incompetent and unhelpful. I am not willing to continue the business relationship with Vodafone Business and require you to cancel my business account without penalty and to refund any charges already made. You are welcome to collect the phone supplied via courier at a time, date and location agreed with myself. I feel you have been given ample opportunity to resolve this issue; however you have failed to keep me informed at every step of the process, been resolutely unhelpful on the phone and offered no real apology. I find the offer of 3 months half price line rental insulting. This matter should have been a simple, internal, Vodafone to Vodafone transfer, instead to have failed to deliver the service promised and I regard this as a breach of contract on your part.

My XXX number transfer request should be cancelled and remain on my consumer, SIM only, contract. Please provide confirmation that I WILL NOT lose this number.

If you wish to discuss this matter further you may contact me on XXX

Please be advised that if I do not receive a timely and satisfactory response I will be perusing this matter via OfCom and the National Press.

Your sincerely
BATPB 1

BATPB_1

and breath, and breath.......

vikingaero

Might have been better to rant on the Mobiles forum where Vodafone have company reps who could resolve your problem.

BATPB_1

Apologies - didn't realise there was a Mobiles section - totally my own fault for not looking properly.

Perhaps a kindly Mod will move it......

Regards,
BATPB 1

Vodafone

Hi BATPB1,

Thanks for your post.

I can understand why this situation has caused you such a great deal of frustration and I would like to help you further with this.

As I would need to access your account and have a more in-depth conversation with you about this, could I please request that you contact my team via the link below -

Web Relations Team - Vodafone UK

(When contacting, please quote the code WRT135 in the subject line. In the main message body please include a link to this thread and your user name. This will ensure that your email comes directly to our team.)

We're quite a small team, however we aim to respond to emails within 48 hours and if you would prefer that we contact you via phone, please provide us with a contact number and convenient times to call you.

I'm certain that we can help you further with this issue and look forward to hearing from you in the near future.

All the best,

Espi
Web Relations Team
Vodafone UK

crackerberry

Your problem arises from the fact that you never needed a PAC in the first place. You only need a PAC if you are changing to a different network provider altogether.

theonlywayisup

The problem arose the minute you add Vodafone and business together. I quit because of a similar problem. The best thing I ever got from Vodafone was my PAC.