Vodafone Groupilimitada total movil

H Jun 27, 2019
This review was posted by
a verified customer
Verified customer

I'm almost certain that they are rejecting me because I don't speak Spanish and every time I call the English Customer Service I'm told my request to move my number from prepaid to postpaid-contract is in process and just missing a document, but they can't tell what else they need than my NIE, IBAN and ID, which they have actually in 2 separate copies. And when I go into the store and try to communicate with the Spanish people there, with Google Translate I'm told it's already rejected by the financial department.
So to start from the beginning, on the 17th of June I walked into my nearest Vodefone store to ask for a contract instead of the prepaid option that I had in the last 2 months. I gave the guy all the requested documents, he made copies, made me sign an empty contract and told me to come back in the afternoon, this was 10am in the morning.
I assumed he would see that I'm already a prepaid customer because I bought it in the same shop and I was asked for ID that time too.
Anyway I went back he put a sim card on the table and told me with Google Translate again that everything is fine and here is my new sim. I was confused because I wanted to keep my number and just move to contract. He assumed I had no number and told me to wait a few days it's more complicated than a new number but he will call me.
2 days later I got a WhatsApp message that I was rejected. And even with a new number I wouldn't be accepted. That was really strange.
So when I asked for a reason from the English Customer Service they couldn't tell me why and advised to try it again in a different shop maybe where they speak English and asking for a new number this time. They were sure there was a mistake and not on my side.
So on the 22nd I went to Vigo Madia Markt with a friend to translate. Completed the same process, gave NIE, ID, IBAN and address and email. Again had to wait 3 working days.
But on the 25th Vodafone called me in ENGLISH that they received my request to move from prepaid to contract and they just need me to confirm the data they have. In 2 separate calls I confirmed my name, address, NIE, IBAN and 2 hours later was told everything is in order and done, the process will be completed in 24 hours and activated for me to use it. I didn't ask what request because I was glad they were doing their job and naive me I was hopeful and happy thinking it's really happening.
I even received texts confirming that Vodafone accepted the changed payment method and Mi Vodafone is also changed from showing my prepaid informations to telling me my account is waiting for activation and until that happens I can check my invoices which now I have with 0 balance for April and May.
Do you think it happened??
NO.
After another 2 days I called English Customer Service to tell me what's going on, why is the delay?
Answer: There is missing documentation, they can't tell me why or what kind of document, I have to go back to the same shop and ask there. This was maddening but I did.
And in the shop I'm told it's rejected by the financial department. So called English Customer Service right there because that's the only way I can talk to someone who supposedly there to help me, again on their screen I'm not rejected they saying there's a missing document. I made him to talk to the store guy because he was speaking spanish too which I really appreciated, the store guy was saying it's rejected there's nothing that can be done while other was looking for a missing document. But the store guy was saying he had/has every document.
I felt in that moment that I will never get this contract, no matter what the guy on the phone says. He told me to wait another 24 hours and after that they will contact me to make sure the activation process is done.
I feel lost in there system, misleading information on both sides and who suffers? The customer.
I'm really thinking just flushing my sim card down the toilet because who would want to be still a customer of a company like that?
They are the only company in Spain offering Unlimited Data for Mobil, 400GB Unlimited which would be perfect. In an alternate dimension it's probably done by now, but not in mine.

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