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  #2134160 26-Nov-2018 09:22

Surely a streamlined process could be developed for situations where the customer still has possession of the old SIM.

Can the helpdesk staff see the SIM number of the card that you are calling from? As if they can see that the call is placed using the old SIM, it would be a good means of auth.

Maybe send a txt to the old SIM, and ask that the user replies with both the old and new SIM numbers. As a scammer won't know the old SIM number, and a naive user can't accidentally approve a swap, as they won't know the new SIM number.

And since Vodafone sent out the new SIM, surely a streamlined process could be developed for that. As Vodafone would already know both the old and new SIM numbers that are associated with that account.





Baby Get Shaky!
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  #2134397 26-Nov-2018 12:58
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freitasm:

 

To be fair, the person on the other side of the phone has no way to confirm what you are saying. In situations like this a phone is obviously not the easiest way to do things. It would be better (if possible) to visit a store.

 

Security concerns are real - it's too easy to get a SIM swap and get notifications from 2FA codes and access bank accounts for example.

 

 

A while ago I went down to sunny Invercargill to visit my grandmother. While there she wanted me to sort something with her bank (pay a large bill from memory), being old fashioned she called up rather then used her internet banking. Because she's half deaf she passed the phone to me after telling the operator that she wanted to make a large transfer and her grandson would give all the details. Needless to say the bank lady said no despite my grand mother passing the security checks as she wasn't happy that I wasn't trying to rip off my grand mother in some way. She went as far as locking the account until I took my grand mother to the bank.

 

A pain it was, but at the same time it was a relief as well as she has been scammed a few times in the past (minor amounts but enough that we encourage her to talk to us before she pays anyone new). It was all quickly sorted at the branch and I was put down as an authorised person on her account (I am her power of attorney).


 
 
 
 


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  #2134935 26-Nov-2018 22:28
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I would hazard a guess that it's now VF policy to only allow SIM swaps via stores or self service but the agent should have at least confirmed that to the customer.


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  #2151942 29-Dec-2018 17:20
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Speaking of customer service, they must be having some issue today. I just tried calling three times to query something on my mobile account. Call was answered reasonably quickly (amazing) but there was nothing but silence at the other end, despite me saying hello repeatedly. Maybe they should put a message saying something like "our phone system is having issues currently" or something? That would be helpful.

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  #2151946 29-Dec-2018 17:32
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Apologies temporary issue with call centre




Channel Manager, Help & Support @ Vodafone NZ


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  #2151967 29-Dec-2018 18:07
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Okay, fair enough, these things happen. But why not put a notice or recorded message when people call the IVR so they don't waste time sitting on hold for nothing?


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  #2151968 29-Dec-2018 18:07
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Restored now




Channel Manager, Help & Support @ Vodafone NZ


 
 
 
 


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  #2154233 4-Jan-2019 08:27
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Had a great time yesterday on the phone with a Vodafone rep... (<--Sarcasm)
Of course its me complaining again, I'll keep this short and sharp. Yay!

 


I had a sales query, regarding the new plans vs the old Red ones and if it would be the same price as what I currently pay and I get the netflix and 2 passes free. Long story short, Yes. (Still waiting for my Netflix text message, Anyone know how long this takes?)

The route it took for me to get that answer was around 45 minutes, 5 reps and 4 transfers. I was passed from Mobile Billing to Sales as they had to answer that, No sooner did I ask the rep I was just transferred to about my query he said, "O let me put you through to the right person" and instantly cold transferred me before I could correct him. This happened twice.. It is very clear your sales staff are only interested in making a sale rather than actually helping someone. Maybe if they heard me out they would realize I was there to upgrade me plan and the rep could have made a sale.
Anyway, I know nothing will happen of this and 99% will just see me whinging, just another forum post to keep tracking how terrible Vodafone's service actually is. If it was not convenient for me to stay I would be long gone..

Question:

 

Still waiting for my Netflix text message, Anyone know how long this takes?


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  #2154258 4-Jan-2019 10:50
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And this endless transfer and complete lack of any ownership of a call is a perfect reason for Vodafone to dump that offshore call centre.

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  #2154260 4-Jan-2019 10:52
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quickymart: And this endless transfer and complete lack of any ownership of a call is a perfect reason for Vodafone to dump that offshore call centre.

 

 

 

These were all local sales reps at 666 Great South Road.
It even sounded like the billing staff were local Filipinos or in the Philippines. 


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  #2154268 4-Jan-2019 11:18
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In the Vodafone days (and at TCL, too) the person who answered the call, handled the call. There was none of this "I can't help you but I promise on my life the next person I transfer you to will solve all of your problems!"...only to be transferred when the next person doesn't know anything about your issue and can't help you in any way at all.

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