Vodafone's dubious dongle disaster causes despair
Another day, another complaint about Vodafone, this time from avid Bitterwallet reader Antony:
After the whole FUP cap a few months back I was delighted to cancel not only my mobile contact, but also my Vodafone wireless Internet. When I cancelled my Vodafone dongle, I was advised that the internal SIM had been switched from a rolling contract SIM to a pay as you go SIM. Vodafone Customer Services advised me by email the following:
"The procedure to cancel your Pay Monthly account and transfer the number to pay as your [sic] go is that you need to give 30 days cancellation notice. I have considered you [sic] email as a cancellation notice. I'm pleased to let you know that as per your request, I've scheduled your mobile number to get transferred to pay as you talk on 09/09/2010."
The agent then went on to describe how I could continue to use it should I wish to, so long as I topped up.
Now either I am not as tech savvy as I thought or that email is deliberately deceiving. As I understood it, I could continue to use that same dongle and SIM on a pay-as-you-go basis. Tesco kindly confirmed this for me in store yesterday when I bought a £15.00 top-up voucher with cash to pay for a month of would-be delightful dongle usage for my dear mother, as she is going into hospital today to have a long awaited and rather serious operation.
After a whole night of messing with the dongle, I'd had no luck and even less sleep. On calling Vodafone in the morning, I was informed the SIM in question is no longer fit to use in the dongle. Neither, coincidentally, is my dongle fit to use at all. The plan the rep switched the SIM on to was a mobile phone PAYG plan.
Vodafone will not refund my £15 credit since I purchased using cash, and they want me to fork out £20 for a new dongle. They have no sympathy nor understanding of the situation. They didn't even apologize for the deceiving email from one of their agents that kicked it all off.
Has anybody else been told a similar story when cancelling a Vodafone dongle? Was there more than a little ambiguity concerning your concellation email? Or is it a simple mistake by the Vodafone rep, one that involved cutting and pasting the wrong stock reply? Let us know.