From: "Vodafone Service Chat" <No_reply@vodafone.com>
Subject: Transcript of your chat
Date: 4 August 2015 10:55:53 BST
To: Alex <alexroddie@live.com>

Copy of your recent chat with Vodafone online chat service team. 
General Info		
Chat start time	 Aug 4, 2015 5:27:50 AM EST	
Chat end time	 Aug 4, 2015 5:54:55 AM EST	
Duration (actual chatting time)	 00:27:04	
Operator	 Shekhar	

Chat Transcript	
info: Welcome to Vodafone!   You will now be connected with a service adviser. Your approximate wait time is 12 minute(s) and  31 seconds. .    We’re looking forward to assisting you today.   
info: Thanks for your patience - your approximate wait time is 9 minute(s) and  41 seconds. 
info: Thanks for your patience - your approximate wait time is 4 minute(s) and  28 seconds. 
info: You are now connected with Shekhar.
Shekhar: Hello, you're chatting with Shekhar, one of Vodafone's online customer service specialists. How may I help you today?
Alex: Hi Shekhar, hoping you can help me. If you look at my account records you'll see I've been trying to stop unauthorised topups on my online account.
Shekhar: ok sure
Shekhar: No need to worry 
Shekhar: I am here to help 
Shekhar: and will resolve this
Shekhar: Please confirm me how automatic topup gets done
Shekhar: is that from your debit/credit card ?
Alex: Yes, from my debit card
Shekhar: ok
Shekhar: Please wait
Shekhar: Alex, I need to provide you the information that you can remove the automatic topup  issue
Shekhar: from your Vodafone online account
Shekhar: Are you able to login in your account ?
Alex: Yes, and one of the people I spoke to earlier set me up an entirely new account, but it isn't stopping the unauthorised topups. To be clear, it isn't my number being topped up – it's random numbers.
Shekhar: okok
Shekhar: That's a big issue
Shekhar: So from your debit card it is doping top up to a different number
Shekhar: Right ?
Alex: I don't know for sure that the funds are coming out, but the emails say my online account is being used to top up different numbers (51 different ones so far).
Alex: I have already spoken to several of your people but nobody has been able to help.
Shekhar: ok
Shekhar: Let me check
Shekhar: Alex, in this case
Shekhar: we need to do two things
Shekhar: one is I will remove the numbers from the account
Shekhar: and the second you need to tell your bank about this '
Shekhar: they will remove all debit set ups
Alex: I have already told my bank, but they say they can't do anything until any actual transactions appear, which could be up to 24hrs.
Shekhar: ok
Alex: They also said it's a Vodafone issue that needs to be sorted at your end.
Shekhar: Alex, I am now going to remove all debit setups
Shekhar: you just need to tell to bank the flow of debit setups
Shekhar: Is that good with you Alex ?
Shekhar: have you understood what I am trying to say ?
Alex: I need to tell my bank to cancel all Vodafone direct debits, is that correct?
Alex: What happens regarding the continuous email notifications? It's now up to 55.
Shekhar: yes, thanks for understanding
Shekhar: and about the e-mails I am going to bar them
Alex: Ok, so long as it resolves the issue and the money doesn't actually come out of my account. But I'm seriously considering leaving Vodafone because of this. It's wasted three hours of my morning and (apart from you) the customer service has been extremely poor.
Alex: Now up to 57 emails
Shekhar: I understand Alex
Shekhar: I will raise the complaint for the advisors who failed in helping you
Shekhar: Now what matters is I have helped
Alex: Thank you.
Shekhar: and the feedback will not depend upon the previous advisors 
Shekhar: just about my Vodafone service
Shekhar: I hope
Alex: Has the email bar already been activated? It's just gone up to 59 emails.
Shekhar: It has been activated from my side
Shekhar: Just in 15 min
Shekhar: it will get stopped
Alex: Ok. So to recap, if I cancel the Vodafone direct debit with my bank, and the email bar becomes active, this should resolve the issue?
Shekhar: Absolutely perfect you got
Shekhar: Thanks for understanding
Shekhar: all good now
Shekhar: Is there anything else I can do for you today?
Alex: No, that's great. Thanks for your help. I appreciate it.
Shekhar: Anytime
Shekhar: we are always here to help you
Shekhar: and now I am going to raise a complaint about the previous advisors
Shekhar: who didn't helped you
Shekhar: Have a great day
Shekhar: Keep smiling
Shekhar: Thanks for being a great customer
Shekhar: Bye
Alex: Cheers
Shekhar: Cheers