Phone number deleted in error by Vodafone - still down after 3 weeks

jigglycaliente

Apologies if I'm not properly following forum etiquette. I burned the midnight oil last night to find out how to escalate via the MSE social escalation hub. I've managed to send the email and have been given this reference:

WRT135 [#12695179]

So hopefully someone like Lee will be able to have a look??

My phone number was deleted in error by Vodafone on 29th Jan 2016 and despite 11 phonecalls, 7 live chats, 2 visits to the Vodafone shop I still don't have a working phone. When I call my number it goes dead, I can't login to my Vodafone account nor is it recognised on their automated service. It looks like it's been completely deleted and they can't reinstate.

The problem started when I contacted Live Chat to remove an erroneous charge for a number I'd cancelled back in October (that was a nightmare in itself that took months to half sort out, 14 day cooling off period, yeah right). The agent deleted the wrong number despite confirming twice which number I wanted removed. I see now in hindsight, it was 5.14am his local time, silly me for contacting him at my convenience i.e. 10.14am!

And to add insult to injury, I'm still being billed for the cancelled number! So I've gone through all this for nothing. I've endured 3 weeks of excruciating phone calls and Live Chats. The agents make all sorts of false promises knowing someone else will have to deal with the problem when I next call. I've been told anything from 1 hour to 3 days for my phone to be reconnected.

I'm sure anyone looking through these Vodafone forum posts will have endured all this and more. What a nightmare. My kids have become used to me having a Vodafone rant!

jigglycaliente

Got an email reply from Vodafone. Wondering if this 4th method (after phone, Live Chat and begging in shop) of contacting Customer Service will finally get me reconnected. Thanks heaps to MSE Forum for all their advice and the comfort in knowing I'm not the only one going through this time wasting, frustrating nightmare !!!

Hello xxxx,

Thanks for your email.

I apologize for the inconvenience caused to you.

I tried to contact you; however, the call was diverted to voicemail.

I can see that the phone number ending with xxx has been cancelled and a credit of £32.00 was applied on the account.

I would like to inform you that there is an open order on your account due to which the reconnection process for phone number ending with xxx is not getting completed; I have raised this with our dedicated team of technicians to get the order completed, so that phone line can be reinstated.

Kind Regards,

xxxxxxxxxxxx
Customer Service Agent (Social Media)

Browntoa

closing this as you have duplicated a post in the complaints thread


https://forums.moneysavingexpert.com/discussion/comment/70171287#Comment_70171287