|Vodafone: Thanks for choosing to chat with us. An agent will be with you shortly|
|VOD-PRajawat1: Hi, how can I help you today?|
|Toby: Hi there, I have two Broadband Data PaAYG SIMS – I’ve not been using both of them so am trying to cancel one of them, but navigating the website is a real PITA|
|VOD-PRajawat1: I will certainly help you with that Toby.|
|Toby: great, thanks|
|VOD-PRajawat1: Welcome always there to help you .For security reason, Could you please confirm your 1st and 2nd digit of your account PIN?|
|Toby: x x|
|VOD-PRajawat1: Perfect, that takes care of security.|
|VOD-PRajawat1: May i please confirm the number you want me to cancel for you ?|
|Toby: 07493 391xxx|
|VOD-PRajawat1: Thank you Toby for the number .|
|VOD-PRajawat1: Please allow me 2-3 minutes to help you .|
|Toby: great, thanks|
|VOD-PRajawat1: No worries , meanwhile i am working on it , may i ask if how is your day going so far?|
|VOD-PRajawat1: Thank you for being online Toby , we have a dedicated team to cancel the number for you . Please stay connected while i connect you to the team .|
|VOD-PRajawat1 has left the chat|
Please wait while you’re being transferred to the appropriate team.
|You are now chatting with Sienna|
|Sienna: Good afternoon Toby|
you are chatting with Sienna , one of retention specialist hope you are doing well?
|Sienna: Hi, are we still connected|
|Toby: Hi there, I’m trying to cancel one of my data ssims – I don’t need two any more.|
|Sienna: Sure I will check and help you accordingly.|
|Toby: many thanks|
|Sienna: My pleasure|
May I confirm your email address, how many contracts you on this account and last two digits of your bank sort code?
|Toby: 2 contracts|
|Toby: I’m sorry – I don’t ahve the sort code as I don’t know which bank account these are paid from|
|Sienna: No worries may I confirm your last bill amount?|
|Toby: if I click it- will the chat stay open?|
|Sienna: Yes it will be open if you need to check any other info please open a new window|
|Toby: Do you want the full amount of my last bill or just this one broadband account|
|Sienna: Brilliant all correct.|
|Sienna: I am checking your account please stay connected.|
|Toby: no problem|
|Sienna: I have just checked both of your data Sim are eligible to get upgrade on any Tablet for free means you can go for a free tablet and then you can continue the plan with basic price which will be very low.|
|Toby: Hi, there. I don’t need two data SIMs at the moment, so I would like to go ahead and cancel 07493 391246|
|Sienna: Sure I will cancel one and would like to go for upgrade on second with a free tablet?|
|Toby: no thanks, £30 for the 50G seems fine for the other one.|
|Sienna: Okay let me check if I can make the same plan cheaper for you.|
|Sienna: I wish to inform right now you are paying old prices|
|Sienna: £30 for 50gb when new prices are launched so it will be beneficial to get upgrade the other Data sim on new price|
|Toby: I’m not sure that’s true – on the Vodafone website, it still says £30 per month for 50G and that’s what I pay now and the price is the same for 30 days or 12 month.|
|Sienna: You’re through to a specialized team that make sure customers like yourself will looked after and paying the right price to suit your needs.|
|Sienna: I can make a brilliant deal on other tablet|
|Toby: Hi there, I’m really sorry but we are not getting anywhere. I have to 30 day contracts and I just want to cancel one of them. The other SIM is just fine on 30 days fopr £30 per month for 50G. Thanks,|
|Sienna: The deal is 12 months|
50 GB Data ,
*free 5g coverage
* Free Data capping
* Free Bill capping ( So that you will never be charged for exceeding the allowances )
* Free Flexi Upgrade to handset deal after just 90 days
* Free global Roaming and All data, minutes and texts can be used across Europe
The original cost of this plan is £30 every month However looking at your long term relation with Vodafone, I will give you this deal in Just £24 every month Inc VAT 🙂
|Toby: NO! I don not want a one year contract.|
|Toby: Please, just cancel the one 30 day plan as asked.|
|Sienna: Sure It’s in process already but I wish to inform when on other you will pay £30 a months|
why you would not like to go for cheaper price for £24 a months it will be a saving of £72 for you
|Toby: No, It’s wont save me anything because I’m not likely to keep the other sim for a whole year. Plesae just cancel the one SIM and quit with the upsell.|
|Toby: I have 30 day plans becasue that’s what’s flexible for me.|
|Sienna: Let me check.|
|Sienna: You are on a contract with that plan so I am offering you the same deal in just £24 not to continue with £30 please try to understand|
|Toby: You would like to give me a free tablet by continuing on the same 30day plan for £24?|
|Sienna: Let me check if I can do that for you.|
|Toby: Hi there, sorry to hassle you – I’ve been at this chat window for a long time – can you confirm that the 07493 391246 SIM has now been cancelled?|
|Sienna: It’s in process just need to complete one or two steps more.|
|Sienna: The deal is 24 months With Amazing Free Huawei T3 8″|
*Free 5g coverage
* With this handset you will get huge 50GB Data
* All data, minutes and texts can be used across Europe
* Free Flexi upgrade option for handset deal after 6 months anytime
* Free Vodafone Global roaming feature ( So that you will be able to use the allowances in abroad )
* also I will give you extra 12 months warranty for this handset worth of £180 absolutely free of cost.
* Free Data capping
* Free Bill capping ( So that you will never be charged for exceeding your allowances )
The original cost of this plan is £27 every month I will make this deal for £21.60 a month for your loyalty discount
|Toby: No. No contcract. I do 30 Day pay as you go only.|
|Toby: Huawei T3 is not that great a tablet, it’s only £109 to buy outright.|
|Sienna: I can do the same with Huawei T3 Media tab 10 as well check it please id that’s okay.|
|Toby: No. I just checked through the chat window: I have explained five times to you that I do not want a contract. I use 30 day only. You keep giving me the impression that you have a special deal and then try to get me to take a contract.|
|Sienna: Toby but I am giving you the same deal on cheapest price when you can save £9 a month with a free tablet outright cost for the second tablet is £140 in the market you can check.|
|Toby: No, No No. There will be no saving as I do not want a contract.|
|Toby: Has the SIM now been cancelled please?|
|Sienna: No it’s in process once it will done I will let you.|
|Toby: Is it possible to escalate to a supervisor please – I feel that you are not listening to me.|
|Sienna: It’s in process please stay connected.|
Toby: Any news – why does it take so long to cancel a SIM?
Sienna: It’s done now
Thank you for your patience.
You will get confirmation text as I have cancelled.
07493 391246 this data sim for you.
Toby: Could you email me the chat please, it’s hilarious
Sienna: Sure I will help you to get the chat
I wish to suggest you will get one final bill for this subscription once it will complete for the cancellation within next 30 days and after that this will be disable from your account.
Toby: That’s fine, I expected one further bill for a 30 day notice account/.
Toby: It’s important that you understand that I started this chat wanting to cancel one SIM and it’s been so painful that all I want to do is cancel all my Vodafone SIMS.
Toby: So your retention team has had the 100% opposite effect.
Sienna: I am really very sorry I was trying to make a deal
I am really very sorry I know this may be not getting good flow but when I have checked the deals are coming more cheaper I was exited may be you will go for them sorry Sir.
Toby: But they were not cheaper – they were different deals and required me to sign a long contract. I explained that, but you carried on anyway.
Toby: for a loooong time.
Sienna: Oh I see When you told me about outright cost I was thinking that you are asking for a deal which will come with a tablet for good outright cost I am sorry.
Toby: I didn’t say anything about outright cost, I just said that I pay £30 for 50G and that I don’t have a contract and that I didn’t want a contract.