Reply

Why we are leaving Vodafone after 10+ years

New Poster
Posts: 1
Registered: ‎05-04-2018

Why we are leaving Vodafone after 10+ years

by jnc77 New Poster
Message 1 of 2 (844 Views)

I'll try to keep this brief as possible as I really am over dealing with this situation, and as the contracts just about up we've decided to give up and move to another provider.

 

- More than 6 Months ago, the home broadband account holder passed away.  

 

- Wife of the deceased asked me to switch the account over to her instead, as I was also authorized on the account because I set it up for them.

 

- I call support, they take all the details and say they will change the account name over for me.

 

- Next months bill arrives, still in the old name.

 

- I call support, they say they are not sure why it didn't go through, will definitely do it this time.

 

- Next months bill arrives, still in the old name.

 

- I call support, they say they will put another request through, I ask to be called back when its done as this is the 3rd time I've called to do this.

 

- No call back

 

- Next months bill arrives, still in the old name.

 

- I call support, tell them I've been trying to change the name on the account for 4 months, the wife of the deceased is getting very annoyed she is still getting bills sent to his name.  I ask to be put on hold until they can find out whats going on, which they do, turns out they can't actually change the account name over the phone, I will need to fill out some forms to change the account over, and they will probably have to mail them out to me, took my mobile number and said someone from the appropriate department would definitely call me back regarding all this.

 

- No call back

 

- A few weeks later a letter arrives saying 'we tried to reach you on your mobile number ...  but were unable to' (This is a blatant lie, no missed calls from them).  Letter also included some forms to fill out to change the account over, we fill them all out with the new account details and mail them back to Vodafone.

 

- Next months bill arrives, still in the old name.

 

- Next months bill arrives, still in the old name.

 

Well done Vodafone, with your inability to complete a pretty simple request in 6 months you have managed to annoy a longtime customer so much that she is now going to change provider - something she really really didn't want to go through the hassle of doing.

 

Retired Staff
Posts: 3,178
Registered: ‎01-02-2013

Re: Why we are leaving Vodafone after 10+ years

by Retired Staff MikeHales Retired Staff
Message 2 of 2 (816 Views)

@jnc77

As posted in Geekzone. Many apologies, we dropped the ball and please accept my apologies for the unnecessary hassle and distress. If it’s not too late, I’m happy to pick this up and resolve.

m

Product Owner AI & Automated Support
Vodafone New Zealand
Posted from Apple iPad
Stats
  • 1 Reply
  • 1y ago
  • 845 Views
  • 2 Kudos
  • 2 Contributors