nakedmolerat:TimA: Standard process would be known as a reassignment. This mean there is a losing service provider and a gaining service provider in one swap. My bet is how ever you signed up its gone through as a new connection and we picked up there is an intact at the house that needs disconnecting before we can continue. Probably the CSR figured out it was yours still went with that option as making a reassignment worksheet is an arse.
So one lazy Vodafone CSR need to be disciplined?
That's a bit harsh. A lot of these things come down to basic realities of human factors - people don't tend to perform that well when it comes to constantly dealing with repetitive tasks/forms and the like. I don't know how long/detailed the forms and what-not involved were but the design might not be perfect, the person involved might have been dealing with gazillions of those in one day, and/or just plain made a mistake.
What VF owes the customer is an apology and some offer of redress for any inconvenience caused and aim to avoid similar mistakes in the future. Unless the CSR concerned has a pattern of making such mistakes, it's neither fair nor proportionate to launch disciplinary proceedings in relation to such a minor matter.
Mind you, a known VF staffer reacting to Nakedmolerat's suggestion (albeit a harsh one) with a blunt reply in the context of the company having made a mistake doesn't exactly enhance its image. TimA's reply was far more reasonable and informative in comparison.