I posted last week about moving home and the problems I'd had getting my new broadband set up. Since then it's been working fine at my new home, but my problems with my internet provider (Vodafone) are sadly not yet over.
Today I received an email with my latest bill, which had charges for my new home for the next month, plus charges for my old home too, but the service at my old home was supposed to have been cancelled 4 days ago!
I tried online chat - first time got connected to an advisor, but got disconnected halfway through. After 5 more attempts to chat to an advisor - when the AI bot kept asking me a couple of questions, then froze up and didn't connect me to someone, I finally got to chat online with someone who said she could see my instruction to cancel the old service from just over a month ago, but it takes 30 days to be disconnected and then another 22 days for the final bill to be produced, so it would probably be sorted out on my next bill.
A bit later it occurred to me that I hadn't actually had confirmation that the service at my old address had been disconnected. So I rang and asked if it had. The advisor kept me on hold for ages, then came back to say it had now been cancelled. A few minutes after getting off the phone, I got an email saying they were delighted I had decided to stay with them and my service would now not be disconnected!
So, back on the phone and more going through security and waiting. Finally I was told that there had been a problem with the initial disconnection order and it hadn't gone through as expected, so the connections team had to cancel the original order and place another for "instant" disconnection, which will happen within the next 48 hours. When did "instant" come to mean "In the next couple of days"?
Frustratingly, I can't cancel my direct debit as they're using the same one to take payment for my new home. So hopefully it will now get disconnected and I'll receive a credit next month. That's what I've been told should happen, so fingers crossed!
Just wanted to have a rant really. Has anyone else had a similar frustrating customer "service" experience ?
