Vodafone customer services & a difficult bereavement**RESOLVED**

[Shelley181146]

I am a regular CAG user but this issue is really stressful and causing me alot of time & money.

 

My late husband and I have SIM only contracts but both were in my name because I had Power of Attorney over his affairs.

I visited the local Vodafone store and the assistant checked on her PC that the details were correct/security procedure etc and then put me on their phone to their bereavement team. They said I would be able to cancel my late husbands contract on evidence of his death by bringing in the death certificate - no problems they said!

 

In the meantime, I hadn't realised that I had gone excessively over my minutes due to other distressing circumstances and it has left me with a huge bill to pay - I've now paid it because they were going to restrict my services and I cannot be without my phone.

 

I have since been into the same store to look into changing my plan (not due an upgrade until Dec) which they've done. However, the idiots have removed my 'friends and family add on' and I immediately went back into store to get them to sort it out - apparently, he couldn't do it but wrote down the options i needed to dial when I got home to do it myself Now I have checked my Vodafone app, it shows they have cancelled my 08 add on facility aswell

Whilst in store, he explained that as both numbers are on contracts in my name I am not able to cancel my husbands even on production of the death certificate.

 

I have been a loyal Vodafone customer for in excess of 26 years and I am appalled at the lack of 'customer service' they are providing. I'm clearly not a techy person and I have paid dearly for my mistake of going over my plan. My finances have changed immensely and I cannot afford to pay for 2 phones or have my credit rating affected by this.

 

Surely, I am not the only person to have more than one phone in order to help a family member out? Is there anyone who can advise me what to do please?

 

Would really appreciate any assistance please.

 

Thanks in advance.

[maroondevo52]

Hi Shelley,

 

Get Lee to have a look............

 

 

CAG has a very successful vodafone Rep operating here.

 

We would advise you to follow this method to alert them to your thread:

 

If you'd like any help from Lee, email your details via the Contact us form here ( http://www.vodafone.co.uk/contact-form/index.htm)

 

 

To access the form, you MUST enter the code 'WRT135' and then state CAG Forum in the question box along with your query.

 

Once sent, you'll receive an automated reply with a reference number. Post this reference in your thread as soon as possible.

 

Vodafone UK.

CAG.

 

Regards,

 

Scott.

[Shelley181146]

Hi Scott,

 

That's great. Thank you so much.

 

I have just done that and will await his repsonse.

 

Regards

 

Shelley

[maroondevo52]

Hi Scott,

 

That's great. Thank you so much.

 

I have just done that and will await his repsonse.

 

Regards

 

Shelley

 

Good stuff, remember to post up the reference number.

[Shelley181146]

Hi Scott,

 

That's great. Thank you so much.

 

I have just done that and will await his repsonse.

 

Regards

 

Shelley

 

Ref: 10358486

[silverfox1961]

Hi and sorry for the loss. Lee hasn't been on for a few days but I hope on of the other members will see this and respond.

 

As both contracts were in your name you don't need a death certificate to cancel one of the sims. If the contract has ended then there should be no issue however if you still have some time left then you may have to pay some fee or other

[Lee Vodafone Company Rep]

Hi Shelley181146,

 

Please accept my condolences for your loss.

 

I've got your email and I'll get back to you as quickly as I can.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[Shelley181146]

Thanks Silverfox. I understand what you are saying but I do think the level of customer service in stores and on their 191 facility has reduced considerably.

I have been with Vodafone for almost 28 years and I think it is about time these large companies started to appreciate this level of loyalty.

 

Thank you Lee. I have received your email and I have sent 2 replies due to the times available.

I look forward to chatting to you regarding my experience and hopefully we can resolve this issue.

 

Shelley

[Lee Vodafone Company Rep]

Hi Shelley,

 

I've got your emails and I'll call you later this morning.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[Shelley181146]

I would like to advise that this matter has been resolved with the kind assistance of Lee.

 

I am truly grateful for your assistance in this matter and the resolution is extremely satisfactory.

 

Thank you so much.

 

Kind regards

Shelley

[silverfox1961]

I'm glad to hear this. I will mark this thread resolved.

 

If you are allowed, can you enlighten us on what actually happened once Lee got involved.

 

I will also add this thread to the VF successes thread.

[Lee Vodafone Company Rep]

You're more than welcome Shelley.

 

Thanks for updating the thread to confirm that this is resolved.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[maroondevo52]

Good stuff Lee, I'm glad Shelley is happy with the outcome.

[Lee Vodafone Company Rep]

No worries Scott.

 

I'm glad I was able to help.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[Shelley181146]

Apologies for late reply.

 

Lee kindly cancelled my late husbands number with no charges invlovled and refunded the cost of calls over and above my plan from the previous month, which was a considerable amount.

I am truly grateful for Lee's involvement and thankful that this matter is now resolved. It has taken a heavy weight off my shoulders.

 

If Lee gets to read this, I wonder if I might be able to ask, is it possible to have that number on a 'pay as you go' sim or is it too late? Just an idea my son asked so I said I would ask.

 

Sincere regards to you for all your help

[Lee Vodafone Company Rep]

Hi Shelley,

 

I'll see if this is possible.

 

Once I have an update, I'll let you know.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[Shelley181146]

Hi Lee,

 

Thank you so much. I appreciate you dropping in.

 

Regards

 

Shelley