Dear Sharon and Steven,
I got a reaction from Facebook, from someone called 'Eric', which was not helpful. I am currently away on business, and I've sorted the immediate problem by getting a subscription with a different company.
When I get back to Holland, I will return to address this issue. However, I don't hold out much hope. Having been a Vodafone business and personal customer for the best part of a decade, to be treated in this way for YOUR
mistake is appalling.
- You sent me an SMS saying that I was in Austria when I was in Kosovo, but knowing that Kosovo has a 'special status' as a non-state due to the problems with Serbia, and knowing how much the EU is involved in smoothing things over, I assumed that Vodafone was treating Kosovo as part of Austria for administrative reasons.
- I didn't even use my phone having arrived at Pristina late at night.
- I woke up 6 hours later to a blocked phone, due to a €1000 data charge.
- I called Customer Service, and over the next few days opened a complaint.
- You incorrectly closed the original customer support case.
- You then couldn't get Customer Service to talk to Accounting.
- The phone was then blocked 3 times, in spite of an agreement not to do so until the matter had been settled.
- I was informed that I would be contacted before anything happened: this didn't happen.
- I was not informed of any case resolution, or the reasoning, in spite of one of the Customer Service representatives on 29th May saying that I wasn't alone in this situation.
Having received a threatening letter from Preventel was the last straw. I have never experienced a large, supposedly professional company behaving so badly and performing so poorly. I have not been given a person of authority to talk to, just told to write emails.
If this isn't sorted out, I will put the entire case on Twitter and Facebook. Being nice and patient hasn't got me anywhere.
Absolutely TERRIBLE customer treatment, from a Vodafone Red customer of 8 years.