To expect Vodafone to have give me this

[NewYearNiki]

I got an email from Vodafone in early January offering me an early upgrade to sim only package.

Unlimited texts and calls and 20gb of data for £20.

Can't see it online and the store refer me to customer services by phone. Over the phone the email offer is available and confirmed and my new plan and nee data allowance starts at midnight they tell me.

A couple of days ago I get a data usage warning which surprises me as I now have 20gb. I had been using data far more knowing I had 20gb but not enough to have used 20gb in a few days.

I check the app and it says I have used 3gb of my 6gb allowance.

Another phone call to customer services and they say I am not eligible for an upgrade to sim only until 17th February. I tell them why did you send me an email offer then and in fact someone else already gave it to me last time I called.

The gist of it is my plan hasnt been changed though someone told.me it has an no one gives a shit about an email offer Vodafone themselves sent me.

They were supposed to call me back this morning after they traced the call where I was told my plan had been changed as all calls are recorded.

Anything I can do about it?

The deal is online, so was probably just a general marketing email rather than a targeted one.

It was addressed to me though the email. Dear Niki in the text.body rather than a general vodafone email.

Customer services already told me it was available by phone and I could have it.

So in other words, I'm sure they will be happy to give you the deal - just not as part of your current contract.

Did you read the original

The email offered me an early upgrade away from my price plan to a SIM only.

It offered an upgrade on the same contract not a second new contract.

General marketing emails can contain people's names.

Does the email mention you upgrading, or just that there is a sim only deal on? If the latter, it's correct. There is. You can buy it.

Used to work for a mobile phone company. If an advisor had been in an account there would be a record on the notes (even if they hadn't changed anything).

All calls weren't recorded. A very very small percentage were.

Perhaps they have changed your plan and the data allowance is pro rata
E.g. You would get 20gb of data for a full calendar mth but only 10gb for 2 weeks etc.

Sounds like you may need to kick up a stink with them.
However don't be rude to the poor advisor answering the call - unless they show themselves to be useless as well. 😁

Oh sorry, I did miss that. Then yes, they should offer it.

If they gave you a confirmation that your new plan was due to start then yes, but honestly I don’t know if they’ll honour it as I’ve found their cs a bit shit in general.

Their calls should be recorded though, so if you know the date and time when you spoke to them, you could go the complaint route and request they listen to the call.

Maybe someone else can confirm whether this would be considered a breach of contract on their part?

Did you get a text or email confirmation? I think normally you get one for any changes.

Vodafone are shit

I've realised that. I may just leave my plan now rather than tinkering with it and cancel it completely.

Who is better?

Ring back and check whether they have changed your tariff at all. Did you get any confirmation (email/text) after the last call to say your tariff had been changed? I work for a competitor and we have the same deal available to retain customers. It is done via what we call a sweeper on the back system and it doesn't show on the customers app. They also still get the data warning. We have to tell them all this on the call though so they expect it and they get detail confirmation via email and text. If their systems are like ours it's possible it's on. I would expect cust services to be able to see it though. If they haven't applied it, and have noted on the account or can be heard in the call recording advising it would be done we would honour it as goodwill. I don't think legally they have to as a contract is not in force just by being offered it. Occasionally people make mistakes with offers and there's no way to build it on the systems.

I have already called back and they said it hasn't been done.

They have traced the call where I was told I had the offer and been given it and were supposed to listen to it and call me back.

No one has.

I find vodafone can be really hit and miss as far as customer service goes. Try ringing again. If you get through to their Glasgow office they are usually great.

I’m on this plan, have been for nearly 12 months as SIM only. I was offered it in store.

I don’t know if this is a well known thing with Vodafone, but if you or someone you know works for the NHS then if you provide an NHS email address (I use my DSis) then you can get discount on your plan, so I pay £14ish for unlimited texts/calls, 20gb of data which is a bargain.

I currently have the NHS discount on my current contract. I didn't think to ask to apply it again.