Don't bother leaving messages on Vodafone website

Blue_Parrot

Two weeks ago I raised a contract-renewal query with Vodafone on their website. I had an automatic response, therefore they have my email address. The response claims that "We've passed your message to your dedicated customer service team - they'll be in touch within two working days."

Some days later I went back into Vodafone's website and bumped the enquiry, having heard nothing. I had another automatic response.

That all started on August 12th. Today is August 26th, exactly two weeks later.

No Thing by way of response whatsoever, by email or letter or presumably text: the query was regarding a Vodafone phone which is only switched on about four times a year, hence wanting to take it off the contract.

simax

Blue_Parrot wrote: »

the query was regarding a Vodafone phone which is only switched on about four times a year, hence wanting to take it off the contract.

The cynic in me thinks that is why they have not got back to you.....

Cycrow

The vodafone forum team often ring you instead of emailing, so if your phone is never turned on, its not surprising they cant get in touch

Vodafone

Hi Blue Parrot,

I’ve just replied to your other post here.

If you can email me as per the link, I’ll be happy to help get this sorted for you.

Thanks,

Jenny

Blue_Parrot

Further to Jenny's intervention, this is what happened next.

28 August. Aftab from Customer Services emailed me (by name) to supply the following for verification checks: either 3 recently dialled numbers of last bill amount.

I provided the last bill amounts in exact detail for both phones right down to the VAT and said that I wish to discuss contract renewal etcetera.

29 August. Automatic computer-generated reply.
30 August. Email from Darshit as follows:

Hi (my name),

Thanks for your email.

Since there's no password set on the account for the authorisation, I was unable to verify your details.

So that we can transfer your once number on PAYG, can you arrange a letter head of your company with following details on it?

- Company name
- Registered address with postcode
- Mobile number which needs to be transferred to PAYG
- A formal request to transfer the number to PAYG
- Director's signature

Once this is done, please scan it and send it to us. We'll look to resolve this as soon as we can once we've received this information.

For an upgrade, can you please contact our upgrades team on 191 so that they can help you further?

Thanks,

Darshit Soni
Vodafone Customer Services

WHAT password? What is he/she talking about? If they wanted some (unknown to me) password, why did Aftab request verification by details of billing amount, which was provided and obviously ignored?

What is a "once number"? I wanted to discuss transferring to PAYG, not just go for it without knowing the procedure or implications.

They already have the company name with registered address and postcode. It is on all the bills! Which I quoted in full!

We do not have a scanner.

As an exercise in futility and time-wasting this will be hard to beat. Either no-one at customer services talks to anyone else in customer services, or they try to beat the customers into submission by repeated requests for the same information which they already have.

And at no point has anyone told me when the contract is up for renewal.

BTW, I cannot phone them (at my expense) because I have a throat infection. Hence my repeated requests to them for email negotiations.

keith1950

Don't bother leaving messages on Vodafone website
Two weeks ago I raised a contract-renewal query with Vodafone on their website. I had an automatic response, therefore they have my email address. The response claims that "We've passed your message to your dedicated customer service team - they'll be in touch within two working days."

Some days later I went back into Vodafone's website and bumped the enquiry, having heard nothing. I had another automatic response.

That all started on August 12th. Today is August 26th, exactly two weeks later.

No Thing by way of response whatsoever, by email or letter or presumably text: the query was regarding a Vodafone phone which is only switched on about four times a year, hence wanting to take it off the contract.

I recently used the website contact us email method to give 30 days notice and received a confirmation letter 4 days later telling the contract will end on 20th September !

Was this what you used or did you post on their forum ?