Info at 10:21, Nov 17:
Sorry for the delay, we are currently experiencing high volumes. Please hold for the next available adviser.
Info at 10:21, Nov 17:
You're now chatting with Rupali.
Rupali at 10:21, Nov 17:
Hello, you're chatting with Rupali, how may I help you today?
Sinead at 10:21, Nov 17:
Hi.. I'm trying to cancel my extra data, but your over the phone options aren't allowing me
Sinead at 10:21, Nov 17:
"Unhandled command"
Rupali at 10:22, Nov 17:
Are you concerned about your extra data?
Sinead at 10:22, Nov 17:
obviously otherwise I wouldnt be here talking about it
Rupali at 10:23, Nov 17:
May I know the date you have topped up and activated it?
Sinead at 10:23, Nov 17:
Dunno
Rupali at 10:24, Nov 17:
Would you like to cancel auto renewal?
Sinead at 10:24, Nov 17:
Yes. I want it removed so I can put more on
Sinead at 10:25, Nov 17:
why am I unable to do this over the phone like usual?
Rupali at 10:25, Nov 17:
I will help you with this
Rupali at 10:25, Nov 17:
It's because the data is valid for 30 days.
Sinead at 10:26, Nov 17:
I Why am I unable to manually remove it myself?
Rupali at 10:27, Nov 17:
Sinead, it's system generated thing.
Rupali at 10:27, Nov 17:
If you wish I can do it from my end.
Sinead at 10:27, Nov 17:
Why is it saying "Unhandled command"?
Sinead at 10:28, Nov 17:
Are you not understanding? I should be able to remove the data myself. I know this because I've done it before a thousand times
Rupali at 10:28, Nov 17:
Becaue customer can not renew it within 30 days.
Sinead at 10:28, Nov 17:
I want to REMOVE not RENEW
Sinead at 10:28, Nov 17:
jesus
Rupali at 10:28, Nov 17:
I understand.
Rupali at 10:29, Nov 17:
Please try to understand, customer can not add extra data untill the expiration date of previou extra data bundle.
Sinead at 10:29, Nov 17:
The telephone options say "To remove extra data please press 1"
Sinead at 10:30, Nov 17:
I press 1 and it says "Unhandled command"
Sinead at 10:30, Nov 17:
This command usually works, so WHY IS IT NOT ?
Rupali at 10:31, Nov 17:
If you are syaing it work for you then please dial 191 so that they can check it.
Sinead at 10:31, Nov 17:
If I'm saying what?
Rupali at 10:32, Nov 17:
That you were able to activate extra data before the previous extra data bundle expired.
Sinead at 10:33, Nov 17:
New data cannot go on until the old data is removed.. UNDERSTOOD, but why am I unable to complete this action manually? Why are you not answering my bloody question
Rupali at 10:34, Nov 17:
I did answer that customer can not remove it from their end.
Sinead at 10:34, Nov 17:
SINCE WHEN?
Rupali at 10:35, Nov 17:
Since the beginning.
Sinead at 10:35, Nov 17:
Wrong
Sinead at 10:35, Nov 17:
BECAUSE I HAVE DONE THAT ABOUT 30 TIMES OR MORE
Rupali at 10:35, Nov 17:
Sinead, I am giving you the information which is with me at the moment.
Sinead at 10:36, Nov 17:
BUT YOU ARE GIVING ME THE WRONG INFORMATION.. CAN I SPEAK WITH UR BOSS PLEASE
Rupali at 10:36, Nov 17:
Sure.
Rupali at 10:36, Nov 17:
Is this the number in question, **********?
Sinead at 10:36, Nov 17:
DURR
Sinead at 10:37, Nov 17:
Listen, when we dial 2345 from our phones the options available include adding data AND removing it.. I want to know why the latter is not working and you have failed to give me a correct answer to my query
Rupali at 10:38, Nov 17:
In order to tranfer you chat to my supervior I need to verify the account ownership first. Shall I proceed?
Sinead at 10:38, Nov 17:
go ahead
Rupali at 10:38, Nov 17:
Thank you.
That matches our records! Thank you for verifying your details.
Rupali at 10:39, Nov 17:
Stay Connected.
Info at 10:39, Nov 17:
Please wait while we transfer you to Rajeev.
Info at 10:39, Nov 17:
You're now chatting with Rajeev.
Sinead at 10:40, Nov 17:
Hi Rajeev, I just need a minute please
Sinead at 10:41, Nov 17:
I was just telling your colleague that: When we dial 2345 from our phones the options available include adding data and removing it.. I want to know why the latter is not working
Rajeev at 10:41, Nov 17:
Sure, I will go through your chat and help you with it.
Rajeev at 10:41, Nov 17:
Please give me a couple of minutes to check it for you.
Sinead at 10:41, Nov 17:
sure
Rajeev at 10:43, Nov 17:
Thanks for waiting, Sinead.
Rajeev at 10:44, Nov 17:
You want to cancel your Extra data by calling our IVR service but it does not allow you to do it. Am I correct, Sinead?
Sinead at 10:44, Nov 17:
yes
Rajeev at 10:46, Nov 17:
Thanks for the confirmation.
Rajeev at 10:47, Nov 17:
I am sorry but the extras option cannot be renewed midway. It might be possible that you were able to do it earlier due to some system restrains.
Sinead at 10:47, Nov 17:
Well, I dont want to renew, I want to remove
Sinead at 10:48, Nov 17:
The telephone options should make this possible... I want to know why its not working
Rajeev at 10:49, Nov 17:
Sorry for the typo.
Rajeev at 10:49, Nov 17:
If you want, I can remove it for you from here. Shall I do it for you?
Sinead at 10:49, Nov 17:
Firstly you a explain why the option isnt working, because I'm SICK of NOT GETTING ANSWERS
Sinead at 10:50, Nov 17:
If I can call up to opt IN, surely I can call up to opt OUT.. Right?
Rajeev at 10:50, Nov 17:
This option was never available. It might be due to some system restrains you were able to remove it mid month.
Sinead at 10:51, Nov 17:
Your telephone options say that it is an option.. so why does it say that is an option if its not?
Rajeev at 10:51, Nov 17:
Yes, you can do it but it can only be opted out from the bundle expiry date.
Rajeev at 10:51, Nov 17:
You can not opt out from an extra in the middle of the 30 days after it is added to your account. If you call to remove it, it will be removed from 30th day only.
Sinead at 10:52, Nov 17:
Okay, well ever since I have had this phone number I have been able to do that.. I'm not happy that you are now telling me that I cant
Rajeev at 10:53, Nov 17:
I am sorry for that Sinead.
Sinead at 10:53, Nov 17:
The extra data renews its self from my credit every 30 days.. are you telling me that the only way I can cancel the roll over is to contact you on webchat and to go through this crap?
Rajeev at 10:53, Nov 17:
Yes, you can simply contact us and we will do it for you instantly.
Sinead at 10:54, Nov 17:
There's no "Simply" about it.. I've had to travel to wifi to make this chat happen
Rajeev at 10:54, Nov 17:
I am sorry for that.
Sinead at 10:54, Nov 17:
So, I cannot cancel my extra data package over your IV whatever system?
Rajeev at 10:55, Nov 17:
You can cancel it but it will be cancelled from the last day (30th day from the date it was activated). It cannot be cancelled midway within 30 days of it's renewal.
Sinead at 10:56, Nov 17:
So.. If I bought data extra but it runs out before the 30 days.. How do I get more, with ease?
Rajeev at 10:57, Nov 17:
You can contact us over the chat or through call to 191 (free from your Vodafone Pay & Go number) and we will remove it and then add it again for you.
Sinead at 10:57, Nov 17:
and whats the name of the team over at 191? Which team are they?
Rajeev at 10:57, Nov 17:
They are voice support team.
Sinead at 10:58, Nov 17:
Voice support?
Rajeev at 10:58, Nov 17:
You can select 2 - 3 - 2 options to connect to our Voice Support team over 191.
Sinead at 10:59, Nov 17:
Do you think that it is acceptable that customers have to call 2345 to add data, but then have to call 191 to cancel it?
Sinead at 11:00, Nov 17:
And If I cannot cancel data over the 2345 line, can you tell me why that option is supposedly available on that number?
Rajeev at 11:00, Nov 17:
It is because this helps our customer's to cancel it from the last day of their subscription.
Rajeev at 11:00, Nov 17:
It no where says that you can cancel it midmonth.
Sinead at 11:01, Nov 17:
I went through that option, It did not confirm cancellation at the end of 30 days but it said "unhandled command", why is it telling me that it's an "unhandled command"? What does that mean?
Rajeev at 11:01, Nov 17:
It might be due to some temporary error. You can restart your phone to check if it works.
Sinead at 11:02, Nov 17:
Already done that, problem is on your end (as always)
Rajeev at 11:03, Nov 17:
I am sorry if it is so. It happens due to some temporary technical issue.
Sinead at 11:04, Nov 17:
I'm sick of all these technical issues. Been plagued with them ever since I joined vodaphone.. I genuinely hate this network... Moving forward, can you please remove my extra data plans and put a new one on using my credit.
Rajeev at 11:04, Nov 17:
Sure, I will do it for you.
Rajeev at 11:04, Nov 17:
Please give me a couple of minutes to do it for you.
Sinead at 11:05, Nov 17:
Thank you.. Then please relay my concerns to your bosses.. If I can add data on 2345 then I'd very much like to be able to remove the data on 2345.. anything less in inefficient and not good enough.. I will be leaving this network asap, worst mistake I ever made buying a stupid (and crap) vodaphone phone.
Sinead at 11:06, Nov 17:
A quick google reveals that this is one of the most complained about networks consecutively in the last 5 years. It's about time you all got your act together.
Rajeev at 11:08, Nov 17:
Sure, I have taken your feedback and will surely try to improve our services.]
Sinead at 11:09, Nov 17:
Is my extra data on now?
Rajeev at 11:10, Nov 17:
Yes, I have arranged to add it now. You will get a text to confirm as soon as it is ready to use.
Sinead at 11:11, Nov 17:
Thank you for dealing with me, sorry I'm annoyed at the network not you.
Rajeev at 11:11, Nov 17:
I do understand your situation, Sinead.
Rajeev at 11:11, Nov 17:
Had I been at your place, I would have felt in the same way.
Rajeev at 11:12, Nov 17:
Thanks for your understanding and patience.
Sinead at 11:13, Nov 17:
Cheers. Tell your bosses that their questionnaires are meaningless. The staff are helpful, but I still would not recommend the network for reasons out of control of the frontline staff.
Rajeev at 11:14, Nov 17:
Sure, I will take your feedback and we will surely try to improve our services so that we can give our customer's the best service.