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Wow, that was the most frustrating 60 minutes I can remember.
Background:
September 30th, 22:30: Receive a text message from Vodafone informing me that I will now be charged for using more than 500mb of Data
October 2nd: Send Recorded Delivery letter to Vodafone requesting cancellation and PAC code under Section 48(1) of the Communications Act
October 24th: Receive letter dated October 4th saying:
Letter went on to provide me with PAC code, etc.
October 27th: Port out to GiffGaff.
Today I received an email saying my Bill was available. I called up to check what it was and was suprised to find a £311 Early Termination Fee.
I then spent 50 minutes on the phone with the operater trying in vain to get her to escalate the call to a manager. She refused at every stage, alternating between 'They are in a meeting' and 'Your request is not a valid request for escalating to a manager'.
Effectively the crux of her argument was there was nothing on the system to indicate that they had ever sent me a letter, and I was being charged becasue I was in contract. I read it to them, I gave them the reference number, but she kept implying there was no proof it had come from Vodafone. This went on for AGES - all I wanted was to speak to somebody with authority. She refused to offer any resolution bar a request that I attend a Vodafone store between 9am and 5pm Monday to Friday in order to 'prove' that I have a letter.
I offered to scan and email, or fax, and this was declined.
They refused to acknowledge that if there were no notes on the account it was Vodafones problem not mine, and didn't really understand my position that I saw no reason why I must now go to the effort of proving they sent me a letter.
Eventually, after asking me to 'hang up and call again and speak to another operator', she put me on hold for no reason and left me there until I got bored. She refused to give her name, so I cannot even make a complaint about the way the problem was handled.
I've no idea why I am telling you this, I guess I just needed to get rid of my rage.
Seriously, what a bunch of complete jokers. Where the heck did they think I got the PAC from if they never sent a letter? Did they think I guessed it or something?!
Background:
September 30th, 22:30: Receive a text message from Vodafone informing me that I will now be charged for using more than 500mb of Data
October 2nd: Send Recorded Delivery letter to Vodafone requesting cancellation and PAC code under Section 48(1) of the Communications Act
October 24th: Receive letter dated October 4th saying:
Letter went on to provide me with PAC code, etc.
October 27th: Port out to GiffGaff.
Today I received an email saying my Bill was available. I called up to check what it was and was suprised to find a £311 Early Termination Fee.
I then spent 50 minutes on the phone with the operater trying in vain to get her to escalate the call to a manager. She refused at every stage, alternating between 'They are in a meeting' and 'Your request is not a valid request for escalating to a manager'.
Effectively the crux of her argument was there was nothing on the system to indicate that they had ever sent me a letter, and I was being charged becasue I was in contract. I read it to them, I gave them the reference number, but she kept implying there was no proof it had come from Vodafone. This went on for AGES - all I wanted was to speak to somebody with authority. She refused to offer any resolution bar a request that I attend a Vodafone store between 9am and 5pm Monday to Friday in order to 'prove' that I have a letter.
I offered to scan and email, or fax, and this was declined.
They refused to acknowledge that if there were no notes on the account it was Vodafones problem not mine, and didn't really understand my position that I saw no reason why I must now go to the effort of proving they sent me a letter.
Eventually, after asking me to 'hang up and call again and speak to another operator', she put me on hold for no reason and left me there until I got bored. She refused to give her name, so I cannot even make a complaint about the way the problem was handled.
I've no idea why I am telling you this, I guess I just needed to get rid of my rage.
Seriously, what a bunch of complete jokers. Where the heck did they think I got the PAC from if they never sent a letter? Did they think I guessed it or something?!
Write to the ceo/exec office as suggested including the number you called, the number you called from and the duration along with as many of the excuses as you can. I guarantee they keep these details for CSR performance monitoring (because we do sssssh). That CSR was a huge arse.
