I am a customer of Vodafone and have been for a very long time. I was previously an on-account client, but swapped over to pre-pay.

I’m writing to you to let you know about my experience I received on Sunday the 18th of May 2008 at around 7pm.

I called the 777 line and asked to speak to a service representative, where I was greeted by a very heavy accented Egyptian guy named Hiaam?

I was refused by Hiaam to make a complaint about him or the service (or lack thereof) he provided me, calls to your call centre again proved useless and emails to your feedback website have been left unanswered.

I posted various threads on popular message boards in New Zealand, describing my experience I have just received and a kind person gave me your email address and gave me your title as a communications manager.

My original call was to find out why my credit card top up was not working as I have never had any problems before.

Hiaam didn't know but said he would do the top up for me, which was great.

On enquiring about my account balance I was surprised to find I was short of $5 small change I know but none the less it’s still $5. On the night that my best mate was to reoccur I receive a txt message confirming it had been renewed and $6 was debited from my account.

My txt2000 had not been renewed due to insufficient credit $0.20 cents short, and this failure to receive a txt message telling me it had not been renewed put me into a false sense of security where during the weekend I texted like mad and spent $5 of my own credit before I could top up and re activate the txt200.

After 30 minutes of speaking to your rep, I was left not only angry but disillusioned at the way he treated me and how he was projecting Vodafone as a company.

Through his heavy accent he kept on saying he can't refund any fees, he can't do anything for me. After explaining how Vodafone was only providing me with half a service he asked me if I would like only half of my fees back and then saying he can't do that.

The whole call went around in circles until I requested to speak to his team leader or supervisor where again I was greeted by his I can't do that attitude. His refusal to put me through to his team leader was just another insult to me and the company he is representing.

I asked how could I talk to his team leader and he said I would need to make a complaint to a team leader, which was fine but when I said I wanted to make a complaint he again said he can't take my details down, pass me on to someone who could and kept simply saying what he can't do.

I never experienced such stone walling from any one in a contact centre in my life, I used to think calling telecom or the IRD was bad, but sadly he has brought in a new level of unhelpfulness.

Thank you for your time in reading this email and I look forward to receiving your reply.