Speaking to a Human at Vodafone

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Twincamr2

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#302231 9-Nov-2022 08:33

Hi All,

Does anyone have any ideas about how I might speak to a human at Vodafone? I'm getting more and more frustrated. Four months ago, Vodafone suddenly started to take money from my credit card ostensibly as an 'auto top-up' on my prepay plan. I didn't set anything up, nor is there anything showing on my online account (thus I can't stop it there). I've tried everything so far including using their online chat twice, and removing my credit card from their system. Still the charges keep happening. The latest online chat said that I should simply call customer service and they'll sort it out. I can't for the life of me talk to anyone on the phone however.

Sorry for the rant. Very grumpy.

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#2993723 9-Nov-2022 08:47

What happens when you call? Usually I can get around an IVR with prompts by answering wrong a few times until it gets confused and passes me to a human.

Twincamr2

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#2993725 9-Nov-2022 08:52

gehenna:

What happens when you call? Usually I can get around an IVR with prompts by answering wrong a few times until it gets confused and passes me to a human.

I only get prompts to enter a number selection from a menu. I've chased that around a few times and once even got a message saying I'd be put through to customer service, only to be returned to the previous menu. It has invariably ended with the system saying it can't help me and cutting me off.

gehenna

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#2993727 9-Nov-2022 08:58

Sounds like a broken IVR

cyril7

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#2993728 9-Nov-2022 09:08

gehenna:

Sounds like a broken IVR

They should call an IT support company to fix it purhaps :)

Cyril

Twincamr2

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#2993779 9-Nov-2022 09:36

gehenna:

Sounds like a broken IVR

So can I infer that I have no chance then?

gehenna

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#2993786 9-Nov-2022 09:57

I'm just guessing based on symptoms. Could just as easily be PEBCAK :)

But it's easy to break an IVR if you're making frequent changes. They might be sending one of the options into a queue loop. Mr Paris may reply to this thread, he pays attention!

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johno1234

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#2993787 9-Nov-2022 09:57

Twincamr2:

Hi All,

Does anyone have any ideas about how I might speak to a human at Vodafone? I'm getting more and more frustrated. Four months ago, Vodafone suddenly started to take money from my credit card ostensibly as an 'auto top-up' on my prepay plan. I didn't set anything up, nor is there anything showing on my online account (thus I can't stop it there). I've tried everything so far including using their online chat twice, and removing my credit card from their system. Still the charges keep happening. The latest online chat said that I should simply call customer service and they'll sort it out. I can't for the life of me talk to anyone on the phone however.

Sorry for the rant. Very grumpy.

I found it impossible to speak to a human at VF last time I had an issue to resolve. So I used their FB messenger service and that was actually quite good. Not real time, but someone responded within the day and sorted the issue.

Subsequently with Spark I've also used FP messenger with good effect.

This might not suit everybody.

gehenna

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#2993788 9-Nov-2022 09:57

cyril7:

They should call an IT support company to fix it purhaps :)

Cyril

Never trust a telco to do IT :P

Eva888

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#2993841 9-Nov-2022 10:58

I had super results using the chat feature on the website. Starts with the chatbot then eventually asks if you want a human within minutes. My human was great and got it all sorted but via text.

Twincamr2

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#2993843 9-Nov-2022 11:00

johno1234:

I found it impossible to speak to a human at VF last time I had an issue to resolve. So I used their FB messenger service and that was actually quite good. Not real time, but someone responded within the day and sorted the issue.

Subsequently with Spark I've also used FP messenger with good effect.

This might not suit everybody.

Thanks for the idea, that's great! I've requested a call back via the online chat, so I'll see if that works. Otherwise I'll try the FB messenger as well. I suppose I'll have to log onto Facebook then. Ugh!

invisibleman18

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#2993846 9-Nov-2022 11:10

Yeah I've always found FB messenger the best way to get in touch and get issues resolved with most companies. That's my go to method now if I don't need to speak to someone urgently.

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David321

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#2993847 9-Nov-2022 11:11

Twincamr2:

gehenna:

What happens when you call? Usually I can get around an IVR with prompts by answering wrong a few times until it gets confused and passes me to a human.

I only get prompts to enter a number selection from a menu. I've chased that around a few times and once even got a message saying I'd be put through to customer service, only to be returned to the previous menu. It has invariably ended with the system saying it can't help me and cutting me off.

I get the same thing with Kiwibank, trying to give the wrong info or making random noises at the robot in the hopes of being put through to a human usually results in being hung up on. Really quite frustrating when none of the automated options are relevant to what you are calling for.

I have found the best way around it is to give answers it would expect. that I guess people would usually call for, such as "mortgage payment" or "credit card" even though that is not why I want to speak to them. Then when I get through to a human I tell them my issue, and they transfer me to the right team after they realise I should be talking to someone else.

_David_

Twincamr2

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#2993848 9-Nov-2022 11:12

Eva888: I had super results using the chat feature on the website. Starts with the chatbot then eventually asks if you want a human within minutes. My human was great and got it all sorted but via text.

I did that a three times, but after spending all that time going through it with them each time, they said that they couldn't help and I needed to call customer service. I couldn't do that, hence my frustrated post here. :)

gareth41

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#2993939 9-Nov-2022 12:13

Twincamr2:

Eva888: I had super results using the chat feature on the website. Starts with the chatbot then eventually asks if you want a human within minutes. My human was great and got it all sorted but via text.

I did that a three times, but after spending all that time going through it with them each time, they said that they couldn't help and I needed to call customer service. I couldn't do that, hence my frustrated post here. :)

I wouldn't bother wasting any more time with them, call your bank and ask to do a charge back and put a block on any further charges from them.

richms

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#2993946 9-Nov-2022 12:15

Get the bank to do a chargeback on it if you haven't authorized the charges. If its not on your account, VF cant tell you whose it is or refund it. If you did authorize it then vodafone will prove it to the bank but chances are your card details are just being used by someone who saw the card to top up their phone.

Richard rich.ms

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