Here is a draft of my email to the CEO. It is long, but will it be effective?
Hello Mr Lawrence,
First, allow me to say that I have been a Vodafone customer for many years and, I must say, not without incident in that time.
On the 4th of April 2012, I received a call from a Vodafone sales representative, named Aisha, to see if I wanted to upgrade at that time because I was nearing the end of my previous contract.
This call lasted for 17 minutes and 46 seconds, during which I was offered: 600 minutes, unlimited texts, 500mg of internet (data), 1gig of BT OpenZone and unlimited landline calls, all at £23.25 and for the duration of the 24 month contract.
I listened intently to your representative, asked pertinent questions, which were answered fully and reiterated what I was offered more than once.
A few months later, it becomes apparent to me that my bill has been higher than what it should be on more than one occasion. On the 5th of November 2012, I called customer services to query this. At this time I find out that the unlimited landline service has not been added to my account. And, that I have been charged for some landline calls where I should not have been. I told the lady I spoke with that I have a recording of the original point of sale (4th April 2012). I was advised to go to a Vodafone store, have a member of staff listen to the recording and then go from there. I remonstrate that it is not my job to do this and the lady tells me that it would be quicker this way.
That same day (05.11.2012) I went to your store in the Whitgift Centre (Unit 36), and repeated what the customer service representative had said to me. The member of staff I spoke to said he was unable to facilitate that and that I should call customer services again, which I did, in the store.
I spoke to a different customer service representative named Marina and explained my position. She told me that my bills have been high as my discount had not been applied, and that if I check my account I will see that for the 9th of September, Vodafone had only taken £10.76 out of my account. To her and your company?s credit this was correct.
In regard to my not receiving unlimited landline calls, Marina told me that she would have to make a request for a particular department to retrieve and listen to the call internally and that I could not have a member of staff in the store listen to the recording that I had. She said that she would make this request and for me to expect a response in 16 working days. I said okay and left the call at that. Sixteen working days has come and gone.
Today, 29th November 2012, I once again called customer services, this time I spoke with someone named James. I asked him whether unlimited landline calls had yet been applied to my account. He replied no. I told him about my call with Marina and asked whether the task of finding and listening to the recording had been done. James answered no. He then tells me that Vodafone does not keep these recordings past 90 days and that I shall have to go in store and have a member of Vodafone staff listen to my recording and put a note on the system.
I ask you, is this a joke?
I am very disappointed with the level of customer service I have received in recent months, and as a result I wish to terminate my contract with good reason. I am paying for service that I am not receiving. Vodafone has not seen fit to do anything about this, when there has been more than enough opportunity for Vodafone to do so. I have not been contacted via any medium to discuss this issue I am having. I told James that I am not happy and he said ?I know?, offering no further recourse.
I have proof that because what had been offered to me, and accepted, at point of sale has not been added to my account, I have incurred extra call charges. This problem that I am now facing is not due to customer error. The error is with you, with Vodafone
I look forward to hearing from you, within seven working days, in regard to this problem and what Vodafone is going to do about this.
Sincerely
Ms A Abdallah