Julie sent a message to Vittorio Colao CEO, Vodafone – email address that said:
I bought a Vodaphone SIM on 17th June to replace a Virgin SIM I lost. On the 23rd July a text informed me that the SIM had been suspended due to 'irregular usage'.
I spent a few hours on the phone (land line) attempting to sort this out, to no avail. I left 4 messages with the fraud department (apparently customer relations cannot contact the fraud department). Your fraud department never answer the phone. There is only a recorded message. I left my land line number but no one contacted me.
Frustrated with Vodaphone I obtained a free replacement for my lost SIM from Virgin, same number as before, delivered by courier.
The Vodaphone SIM has £15 credit on it. I wrote to Customer Relations asking for a refund. This morning I received a letter from a Zaiba Shaikh stating that she had tried to call me but could not speak to me. This is hardly surprising as the number she quoted is neither the Vodaphone number I was given (but can't be used anyway as the SIM is suspended) and referenced the in my letter, nor the land line number I gave in my 4 messages to the Fraud Department.
I cannot attach my letter or the reply to this email but I will be happy to provide them.
I have not encountered this level of incompetence for a long time. I want a refund of the £15 I have paid for credit on the useless Vodaphone SIM card. I am not willing to spend more time and money phoning Vodaphone's Customer Relations.
