Totally unacceptable! I started my online “chat” this evening just after 8pm. By 9.50pm I was number 1 in the queue. At 11.15 I gave up. The chap was still whistling, blowing music so I knew I wasn’t frozen out and also know from past experiences how terrible customer advisers are at answering phones and chat lines. Tonight took the biscuit!
Tonight’s failed communication followed on from an earlier “chat” to Vodafone. This afternoon my first 15 minutes were spent in a phone queue, I gave up and decided to go online to chat as apparently it’s so much quicker! Speaking to a robot first, then waiting just under an hour in queues, I went on to have an unsuccessful 50 minute conversation. It’s an old account, I understand that checks need to be made but I did make it clear I no longer have the phone, SIM card or use the number. I went through security checking, extra checking, photo ID etc etc. It ended in me still having to log onto the app and have a code sent to…… wait for it…….. a phone I don’t have. Unbelievable! The worst part was knowing I had no choice but to get in touch with them again, I wasn’t looking forward to the experience which ended far worse than I expected.
As I can’t get through to anyone at Vodafone I thought I’d take a stab at cancelling my DD through a review site. Fortunately I have since found blurb on direct debit quite clear so I am following what it says:
“You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us by phone, email or web chat by clicking on the following link.”
Phoning? A joke!!
E-mailing? No email address except for the CEO (I will however send an email to him as it IS the only one I could find!)
Online Chat, well, for a communications company you suck at it!!!
So, via Trustpilot I would like to confirm that I have cancelled my DD with my bank and now notifying you of that cancellation.
I shall never return to Vodafone due to a failed and very flawed customer service and after dedicating over 5 hours to Vodafone today I have lost the will to live.
It’s now 11.45, I’m off to bed to sleep off my anger and frustration.
Elaine Chaufour
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