Before we leap down Vodafone's throat - "Never attribute to malice that which is adequately explained by stupidity"
They're working in a cramped barely 30cm wide 'desk' with (only just) practically enough room for a keyboard and mouse. They're not paid enough, or given enough training to give a hoot if they stuff up every now and again.
Don't blame Vodafone, blame the shareholder culture for demanding more dividends (cheap overseas workers) with minimal cost (no training).
It's all about the money!
Do people want cheap products or amazing customer service? Seems the former.
How does that saying go?