Further to my previous post I have contacted Vodaphone and established that they HAVE attempted to swindle their customers by reducing the GB purchased on the minimum monthly payment of £15. Without telling anyone (hoping they wouldn't notice) they have reduced the GB you get from 3gb to 2gb (33%) but kept the price the same.
Here is the text of my webchat with them.
You are now connected with .
rv: Hello, you're chatting with rv, one of Vodafone's online customer service specialists. May I take your full name please?
You:
orv: Hello Frank ! How are you doing today?
You: good thanks and u?
v: I am good. Thanks for asking.
rv: You are the first one today to ask me that. Thanks a ton.
orv: :-)
rv: May I know your reason of contacting us today?
You: i need to know about pay as you go mobile internet
rv: I will surely try my level best to resolve the issue for you today.
rv: Please go ahead with your questions.
You: i used to get 3gb for £15 a month
You: it now seems to be only 2 gb
You: for the same amount
rv: yes, that is correct. We made those changes in August 2011.
rv: 3gbis not available now with Vodafone.
orv: Tjemaximum you get is 2GB
orv: The*
You: one minute
You: well that seems not very good. I bought the dongle on the basis that I would get 3gb per month for £15
You: I will just change to another supplier
orv: I truly understand that however the notifications were sent to all the customers regarding this change as 3GB designing went corrrupt and that is why this change happened.
orv: I did not want to keep you in dark and that's why I gave you the information pro actively.
You: I did not receive a notification
You: that's fine
You: I just wanted to know as I did not receive a notification
You: how would pay as you go customers have received notification
You: ?
rv: They had been sent a text regarding the same.
You: well I was not
You: I feel that this is not a good way for vodaphone to treat customers
You: I will be putting this information on internet forums
orv: I truly understand your concern and find your words truly genuine too. I am in consultation with my manager in this regard.
orv: Could you please give me a moment?
You: OK
orv: Thanks a lot. I found your words genuine enough and that is why I have convinced my manager to give you an exception. The best we could do in this case for you is to provide you a £10 credit on your dongle right away as you were not aware of the change. This can be done as an exception as a goodwill gesture because you and your business is valuable for us Frank. Please let me know if you are happy with my effort because I have taken special permission for this.
rv: If you agree to this I will go ahead and will credit you £10.
You: OK thanks
You: I find it strange though that the cost remained the same even though the GB was cut by 33% if the cause was a data corruption problem
rv: yes, I truly understand your concern I wish I could have done something in this regard. However I have certain limitations I hope you understand that.Please provide me the number so that I can open the account of yours. You are valuable
You: thanks I am not criticising you personally
rv: Yeah I know that Frank and I would have felt the same if I was at your place.
rv: May I have your 20 digit SIM number (you will find it on the back panel of your SIM card – please take out the SIM card) in order to access your account?
You: will that not close my internet connection if I take the SIM?
rv: Yes, Please do not do that in that case.
rv: Could you please provide me last 3 top up amounts which you did?
You: £15 each
You: most recent one was
orv: Thank you for the information. Please stay connected while I look into your account.
You: ok
orv: It's done. I would like to confirm that I have given you £10 credit as a gesture of goodwill. You can check the balance too for yourself.
rv: I hope you are satisfied by my effort. It was so hard to convince the manager.
rv: But finally I did.
orv: Because you were being genuine.
You: ok thanks I appreciate that and your assistance.
You: I do not think this is a good thing for Vodaphone to have done though
orv: I hope I was cordial enough in providing you the information. I truly understand your point. I have forwarded your comments to the relevant departments for internal review so that any training and service issues can be addressed and dealt with accordingly to make sure that this doesn't happen again to you or any other customer.
rv: Is there anything else I can help you with?
