DISQUS

DanLane · 1 year ago

I had an identical issue with Vodafone a few years ago on a datacard I got from them... I could tellbit wasn't my data they were billing me for because A) I used my company orange SIM in the card and B) the data usage was at stupid times like 7am

In the end I just told them where to install their datacard and never heard a peep from them since.

Tom Rushton · 1 year ago

Good Afternoon Ladies and Gents,

What a nightmare! Simply not good enough. I've spoken to Funda about this and I'm hoping we've found a suitable solution, but I shan't say any more for now.

As for Jim'll Fix It, I never pictured you as a shellsuit, medallion and big cigar kind of guy Ewan :lol:

Have a nice day everyone,

Tom

Vodafone UK

Ewan · 1 year ago

Heh, nice one Tom! Thanks for doing that!

Jon Pritchard · 1 year ago

I don't think situations like this are isolated to just Vodafone. I signed up my girlfriend and her sister to the same 18-month deal I got on Orange and they had so many problems because they ordered from the same home address on the same day. They had completely confused the two accounts, would not talk to them because they were supposedly calling from the other's phone and also made a mysterious third account. Then my girlfriend was being billed twice for both of the phones. They as usual pass you around all the different departments and people who are rude, unhelpful and unwilling to take responsibility - we even got hung up on. Having to call back and go through the maze of key presses is a ridiculous situation in this modern day and age. You should be able to be internally put through to who you need to talk to.

This situation is just symptomatic of cost cutting on customer services. Companies are just mindless. I've been with Orange 8 years and they've never given me squat. They'll lie to you, try to tell you you don't have any rights and attempt to sign you up to more long-term contracts that you don't need. The phones they sold to my girlfriend and her sister malfunctioned at the firmware level after less than 6-months, we reported it slightly after that and they wouldn't accept fault and said they could replace it if we signed up to Orange Care insurance... simply breaking the law in this manner and not being clear with your customers is unacceptable. I sympathise with your situation.

Funda · 1 year ago

Not even half an hour went by and I had a call from the Forum intervention team who was very eager to listen,- not only listen but appreciate the challenge and more importantly offer some concrete and acceptable solutions. The result? A detailed overview (via e-mail) on all payments received, where things went wrong and an account which is now back up-to-date - finally. But most importantly: a still very loyal Vodafone customer today and hopefully for the foreseeable future. Thank you!

Carlo · 1 year ago

That's great that Vodafone has this Forum Intervention Team to step in and sort out individual problems -- but is anything done to sort out the underlying customer service issues that cause these problems? Why does it take the FIT to sort them out in this way, why couldn't one of the army of CSRs Funda spoke to solve it?

Ewan · 1 year ago

Aye.

As for the FIT, they're pretty good at feeding back the issues straight into
the organisation Carlo.

nacho · 1 year ago

Excellent, now, is there a FIT at o2?