Activation Code Missing - Contract date change - Frustrated with VF Incompetent Customer Support

[err_404]

We've been trying to change the start date of contract which is singed by third part,  from 23.04.2025  to 30.03.2025. The first customer support changed it to 30.04.2025!

The second person yesterday said, the SIM will be activated today between 9 - 11 but we didn't have activation code,and meinvodafone app doesn't show the mobile contract (only DSL) on the app but it's added under the same email on the web version.

The third person told us it's not possible to send the activation code only app and post, and she did it! she was shocked that we didn't receive the activation code in app or via post! 

Checking online we read sending activation code is possible via SMS too. We went for the forth try. The last person simply says, it is not possible to change the date and he tell us the date is 30.04.2025 (it seems the first customer support managed to do it). This person told us there is no need for activation code, which is simply wrong, and we do need it!

While, I know Vodafone has lot of customers and crazy busy;  I'm utterly shocked with the quality of the customer service which I get. Each time we faced someone who either promised the job is done and it hasn't done or they have done it wrong or they even don't know what is possible or not!

First question, is there any ways to follow up on the mistake which occur by Vodafone employee? How can I follow up on this? It's not about blaming or whatsoever, but that mistake will cost me 200 Euros of special discount which I could get! How about the false information, it is simply clear that someone from Vodafone side was able to change the contract start date, how the last customer support, impolitely tells us it's not possible.

Now, I'm trying to cancel the contract with the third party + Vodafone!

Second, it seems there is a flaw in the system! Registering several users under the same email, seems to me, confusing the system, back-end, whatsoever, makes the system confused!

P.S. I had a chance to work for Vodafone as a contractor some years ago, but this made me to even think about cancelling my DSL line with Vodafone too.

It's frustrating

[ricky92]

Hello @err_404 ,
 

it's not a nice situation for you and we can understand you. However, we need to take a look at your customer account so that we can tell you more about the situation. Please contact us via WhatsApp so that we can help you as quickly as possible.👉 Dein Kontakt zu Vodafone - Vodafone Community

Best regards
ricky92

[err_404]

Hi@ricky92 ,

Thanks for your reply. 

I just checked my last message here yesterday and I was able to get a proper support from Whatsapp customer support! The customer support assured me, I won't lose the chance to get the operator change bonus but sadly I don't believe her till it's done! 

The main point is, if I succeed to get it done, most likely, I would never choose to go through this painful process. I know it's not your fault but other operators didn't close the door on "emails" or any other means of communication which you can follow up on, and you have a written statement (evidence) 

Now my question is, how can I complain on the specific behavior / mistakes which cost me lot of extra work and totally destroyed the experience and joy of having a new contract? It seems Vodafone doesn't want to have it, I barely can find anything anywhere!

Best regards,

er_404

[err_404]

I have asked couple of times to transfer me to the English customer support on Whatsapp, which was working 2 days ago and now I got this reply. "Lieber xxxxxx, ich kann Dir auf Deutsch weiterhelfen."!

[DennyW]

Hi @err_404 

We normally also reply in English via WhatsApp, which is not a problem. You just need to write that you would prefer to write in English.

Kind regards
Denny

[err_404]

Hi @DennyW 

here what I've asked: "Hallo Tia, Ich kann nur ein bisschen deutsch, können Sie Englisch?"

Here what I got:

"Wir bieten diesen Service auf Deutsch. Wenn Du Dich mit einem englischsprachigen Mitarbeiter in Verbindung setzen möchtest, dann kontaktiere bitte die Vertragskunden- Hotline unter 0172 1212."

Best,

er_404

[err_404]

Hi,

I really don't want to be that annoying customer. I've used Google translate for getting the service, It worked, partially!

So my request for change of operator is cancelled but when I ask on Whatsapp to provide me the feedback or what's the next step, they just keep telling me, they're waiting for another department.

3 days and still the Whatsapp chat is open ...

[R4mona]

Hi @err_404,
 

Thank you for reaching out and for your patience. 👍

I understand how frustrating it can be to wait for an update and I am very sorry that you had to wait. 😔 Due to the high demand for our service, there are currently longer waiting times. We know that your time is valuable and it is not our intention to keep you waiting. As soon as my colleagues have received feedback from the specialist department, they will of course get back to you as soon as possible. ❤️

Kind regards
R4mona

[err_404]

Hi @R4mona 

Thanks for your reply!

Finally I couldn't get the service which I needed to. The first request is cancelled and I need to try again with the link which is not working now, need to wait 24 hours .

6 customer support agent on the phone

5 customer supports on Whatsapp

Still in the loop ... everlasting loop.

i know it will just give the whole community management smile or laugh, but it seems Vodafone has too many costumers to take care of them. Therefore, I just cancelled both contracts which I have with Vodafone but I need to still stay till end of both.

I would try my best to avoid and help my people around me to avoid Vodafone too.

Btw, this post shouldn't be under DSL. I didn't created under this Thema. Whatever, need to stop wasting my time and efforts.

have a nice weekend,

er_404