Vodafone Boo!

littlegoldfishie

Hello all,
This is probably all in some way all my fault.....
I cancelled my phone subscription to Vodafone by letter as requested in Sept '07 at the time I asked for a PAX code so I could keep the number to use on my new contracts with Orange ( I have 2 phones under contract - one for me and one for my partner) I recieved a letter from Vodafone confirming this and they said that the PAX code would be along shortly. I added my partner onto my new contract contacts so that he could deal with any problems as I was going away to Afghanistan , I did not think that he had any need to contact Vodafone on my behalf as, as far as I was aware all he had to do to swop the numbers over was call Orange with the PAX number
Anyway, off I went to Afghanistan, I left my phone with my sister to use while I was away, she has a pay as you go and I had lots of free minutes so it helped her out.
I came back 2 days ago and the contract are still in Vodafone, they hadn't sent me the PAX code (I had a big pile of mail waiting for me on the step) I called Vodafone to complain, I spoke with one girl who I explained it all to, she said they'd probably give me a refund of line rental, but not the calls - fair enough. Got through to Customer services and explained it all to the guy who had to go keep checking with his manager on what to do, he said as I had used the phone and not initiated the PAX code I was at fault, I explained that I was not here to call to say I had not recieved the PAX code and they wouldn't deal with my partner as he wasn't the account holder! This wan't good enough for him and kept saying "unfortuantly" I said "unfortuantly nothing, that's not good enough" in a stern but not shouting way and the begger hung up on me.
Now before I call back and lose the plot I'd just like some opinons. Am I right, are they right? And to be hung up on after a 35 minute phone call surely isn't good customer services - is it?
Any advice, comments - be honest though, don't just agree with me.

Thanks in advance

Pearl66

The only thing I would have said is that if you requested a PAC code you don't need to write in to cancel your contract. This can in fact confuse things greatly. If they receive the cancellation letter before the PAC code is generated it can sometimes stop it. Maybe thats what happened here?
As for being hung up on, I can't ever see how that is acceptable. Never had that myself when I call Vodafone but I guess every company has it's bad days?

Have you now got the PAC code and used it?? Let us know

littlegoldfishie

Thanks for replying Pearl66,
No not got my PAC code, they are sending it to me, the first girl I spoke with arranged this before I got put through to customer services. When I cancelled the contract via letter, I asked for the code to be forwarded to me so I could keep my numbers.
It just really narks me as I have paid for 4 phone contracts while I have been away instead of 2.
Any ideas? I want to call and complain again, but just want to see if I am correct in asking for my line rental back...

Thanks in advance

Pearl66

Well when Ive used PAC codes in the past I have given them to my new network at the same time as taking the new contract out. As this hasn't been done I really don't know where you will stand Im sorry Little bit beyond my knowledge. Make sure you keep us updated with how you got on though. Sorry I couldn't help more

Hopefullyuseful1

Hi Littelgoldfishie,

I can understand your frustration at the level of service you have recieved from Vodafone in relation to requesting your PAC. I can only apologise that your call with customer services was terminated, I'd like to think that this wasn't intentional.

It usually take 7-10 days for a PAC to be sent out to you, it also appear on your account after 48hours if you wanted it sooner.
The code would have had an expiry date which would have been 30days after the date of issue. If this time runs out your code won't be valid and your account continues.
If you requested the termination of your account after you asked for your PAC then this would have stopped your code being sent.This is because termiantion takes precidence over PAC's.

I would like to look into your account to see why we failed to send out the PAC the first time it was requested. Would it be possible for you to contact me via email using Vodafone's online contact form. Please ensure that you complete all the required fields to enable me to access you account. Could you please also include the code FIT135 so that your email is directed to my team.

I look forward to hearing from you

Techgirl
Vodafone UK

Blacksheep1979

I'm afraid that by the phone being used it looks like you accepted the contract was still running - wouldn't hold too much hope.