Chapter 2: 20th September 2009

The Follow Up

Complaints Department
Vodafone Limited
Vodafone House
The Connection
Newbury
Berkshire
RG14 2FN

Sent via Royal Mail Recorded Delivery

Cc: Facebook Community

20th September, 2009

Re:

Dear Sir,

Further to my letter dated 14th September, 2009 (copy enclosed), I feel obliged to inform you of progress so far.

It seems that as an alternative to contacting me to offer a solution to my problem, your chosen solution was to restrict my account and prevent me from using my phone. I first noticed this early on Saturday 19th, when trying to send a text message which failed. However, I did not confirm this until much later when I finally tried to call my pregnant wife to check on her condition – and instead received a message to contact customer dis-services.

I was extremely disappointed at this stage, as I thought you would do better. However, I have learned very quickly not to be surprised. So I called customer services:

7.50 pm:
I got through to a chap who promptly cut me off.

7.51 pm:
I got through to a man called James. I explained the situation to him and James looked at my “account” (I still deny I have an account with Vodafone). My account had apparently been restricted by your credit control department.

Oh dear I thought. Why would they do that?

James explained to me that by cancelling the direct debit you had set up without authorisation (and hence illegally) I had automatically had my account placed on hold. It seemed very strange to me that a phone company would not bother to phone me to query this. You must have phones? Or do they not work? (I know that feeling well...)

I asked James to put me through to his supervisor, as he explained that despite being a customer service representative, he was not allowed to service customers. He put me on hold.

After a while on hold (Around half a glass of wine) James came back on the line. He explained that I could re-instate the illegal direct debit, or convert to a Pay as you steal go account. I was disappointed.

I explained to James that I am not a Vodafone customer, and that I was still awaiting a disappointing response from your unable to service customers team. I also explained that when I asked to be put through to his supervisor, I actually meant that I wanted to be put through to his supervisor.

I really hoped that his supervisor would be able to help.

Eventually I was put through to Kim. Kim explained to me that since I was not a Vodafone customer I could either pay Vodafone up front, or allow you to take what you like when you like, illegally, from my account. These were both very appealing options, but unfortunately I had to decline.

Kim said that she was not authorised to re-activate my account unless I agreed to an option that I didn’t agree with. Strange I thought – even the customer service supervisors are not authorised to service customers. I wonder who is?

So I asked Kim to put me through to her supervisor. She said that she was the most senior person available. I countered “So you are the most senior person working for Vodafone at this moment in time?” She did not deny this. Strange I thought. The most senior representative in the company is not allowed to re-enable an account I don’t have.

I quickly realised that Kim was not going to be able to help. Can’t be much job satisfaction for her.

Since I am not a Vodafone customer, I was not prepared to pay as I am robbed, so I had no option but to give her my bank card and pin number. I asked Kim when the first time Vodafone would illegally take my hard earned money. She said that this would be on September 30th. I asked when they would inform me of how much would be taken. She said that would be 14 days in advance. On the 16th then. 3 days ago. Sometimes I wonder.

When I explained that to Kim that this didn’t add up, she was a little confused. She dug a little deeper and informed me that the September bill was for my other Vodafone number which I don’t have. And that it has been credited, so I won’t be charged for that imaginary account. What a relief! For a moment I thought I was an imaginary customer twice over. And that would have meant twice the customer service. And I don’t think I could cope with a service half the level I am getting now.

Kim said that you will not take any money from my bank account until October 30th. I did however explain to her that I do not agree in any way to Vodafone collecting ANY money from my account on any day of any month ever. To do so would be in violation of the direct debit guarantee, and I will not hesitate in reporting the offence to the appropriate authorities if you do. I have merely set up the facility as this is the only way to get my stolen phone working again.

I pressed Kim further about my account I don’t have. She said that there was no detail recorded from my previous calls – only that I was put through to the right department to deal with my call. Your system obviously does not record the fact that it cut me off.

Even more disappointing is that there is no record of my previous letter on the account. This meant that none of your representatives were able to comprehend the incompetence of your organisation. I checked – you have definitely had the letter. It was (as is this letter) sent via recorded delivery. I take it as a personal insult that you didn’t bother to read it.

Kim has promised that she will call me on Monday to resolve this problem. I am not hopeful – even if she does call she probably won’t be able to get through.

To sum up, as was most eloquently posted by a friend in response to my last letter:

'If I wanted to kill myself, I'd just think of all the things you've done for me and disappoint myself to death'

Please get in touch soon. I am starting to get a little unstable.

Yours Sincerely,

Bryan Paul Ebrey

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