From: "Vodafone Service Chat" <No_reply@vodafone.com>
Subject: Transcript of your chat
Date: 4 August 2015 12:58:21 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 6:32:57 AM EST	
Chat end time	 Aug 4, 2015 7:58:21 AM EST	
Duration (actual chatting time)	 01:25:23	
Operator	 Naresh	

Chat Transcript	
info: Welcome to Vodafone!   You will now be connected with a service adviser. Your approximate wait time is 13 minute(s) and  36 seconds. .    We’re looking forward to assisting you today.   
info: Thanks for your patience - your approximate wait time is 10 minute(s) and  18 seconds. 
info: Thanks for your patience - your approximate wait time is 9 minute(s) and  23 seconds. 
info: Thanks for your patience - your approximate wait time is 10 minute(s) and  18 seconds. 
info: Thanks for your patience - your approximate wait time is 8 minute(s) and  49 seconds. 
info: Thanks for your patience - your approximate wait time is 10 minute(s) and  22 seconds. 
info: Thanks for your patience - your approximate wait time is 9 minute(s) and  51 seconds. 
info: Thanks for your patience - your approximate wait time is 18 minute(s) and  14 seconds. 
info: Thanks for your patience - your approximate wait time is 11 minute(s) and  43 seconds. 
info: Thanks for your patience - your approximate wait time is 7 minute(s) and  10 seconds. 
info: Thanks for your patience - your approximate wait time is 6 minute(s) and  0 seconds. 
info: Thanks for your patience - your approximate wait time is 4 minute(s) and  30 seconds. 
info: Thanks for your patience - your approximate wait time is 1 minute(s) and  56 seconds. 
info: You are now connected with Naresh.
Naresh: Hello, you're chatting with Naresh, one of Vodafone's online customer service specialists. How may I help you today?
Alex: Hi Naresh, hoping you can help me. I've been trying to resolve an issue with unauthorised topups from my online account for most of the morning. I was assured this had been resolved an hour ago but is still ongoing.
Naresh: ‪Hello Alex.‬
Naresh: ‪I understand you are facing problem with topup corrrect?‬
Alex: Yes, unauthorised topups. If you can see notes on my account the details should be in there. As of right now I have received 81 notifications of topups on different numbers from my online account.
Naresh: ‪Sure let me check that for you.‬
Naresh: ‪May I have your full name and number please?‬
Alex: Alex Roddie 07xxxxxxxxx
Naresh: ‪Thanks for the information.‬
Naresh: ‪May I know the current balance and last topup on your acount?‬
Alex: (information removed)
Naresh: That matches our records! Thank you for verifying your details.
Naresh: Kindly bear with me while I check your account details. I appreciate your patience.
Alex: Ok.
Naresh: ‪I am checking on my system.‬
Naresh: ‪Will take a request for that.‬
Naresh: ‪So you wont be facing problem.‬
Naresh: ‪I would like to inform you that please change your online details.‬
Naresh: ‪As I have also taken a request for that.‬
Alex: You mean change my password? I've been through this already – changed my password once, and even completely created a new online account with the help of one of your colleagues. It didn't make any difference.
Naresh: ‪Sure let me do that for you right now.‬
Alex: No, you don't understand – there is no point in changing password or setting up a new account. It didn't work.
Naresh: ‪Because you know there is issue with your online account that’s why you are facing the problem.‬
Alex: What I need for you to do is to stop these unauthorised topup emails coming from my account. Changing my password did not solve this before.
Naresh: ‪Sure Let me take a request for that.‬
Naresh: ‪I have checked and I will block that services for you right away.‬
Naresh: ‪How does that sounds to you?‬
Alex: That's what the last person I spoke to promised, but that was over one and a half hours ago and the emails keep pouring in. Now up to 88 emails.
Naresh: ‪I am going to do that right now.‬
Alex: I am at the point where I'm seriously considering leaving Vodafone and contacting the press, trading standards, and whoever else it takes to get this resolved. I have been treated EXTREMELY poorly by your customer service team this morning.
Naresh: ‪I apologize for that.‬
Naresh: ‪I understand your situation you are facing a lot of problems.‬
Naresh: ‪But be rest assured I am going to take the request right now.‬
Alex: Ok
Alex: Now up to 90 unauthorised topup emails.
Naresh: ‪I understand that I have taken a request for that from now onwards you wont be getting any calls any text any emails I have stopped eveything. ‬
Naresh: ‪Right now.‬
Alex: Ok, so can you confirm that I will receive no more emails from Vodafone telling me that strangers' phone numbers have received topups on my account? And furthermore can you confirm that no money will actually come out of my bank?
Naresh: ‪Sure Be rest assured I already did that for you.‬
Naresh: ‪Be there is anything wrong which is charged we will waive that off for you.‬
Alex: I just received two more emails, taking the total up to 92. 
Alex: The last guy also assured me that the emails would stop within fifteen minutes, having 'absolutely promised' that he had turned them off, but they also continued.
Naresh: ‪Be rest assured I already did for that you.‬
Alex: But the emails are still coming through, so there must still be a problem. Now up to 93.
Naresh: ‪Please turn off the handset and remove the SIM and once done let me know.‬
Alex: Are you serious? It's nothing to do with the handset – these emails are coming DIRECTLY from VODAFONE to my email address, and refer to topups for DIFFERENT NUMBERS – not my phone number!
Alex: I can email you a screenshot if you like, so you can see what I'm seeing.
Naresh: ‪Yes please.‬
Naresh: ‪Send me that on Puran.Bhavsar@vodafone.com.‬
Alex: Ok, I've sent the screenshots.
Naresh: ‪Sure.‬
Naresh: ‪Let me check this for you.‬
info: A copy of this chat conversation will be sent to alexroddie@live.com at the end of this chat.
Naresh: ‪I have checked this and can see that you are facing lot of problem.‬
Naresh: ‪I apologize for that.‬
Alex: Ok, I just need it stopped.
Naresh: ‪Yes I already have stopped that.‬
Naresh: ‪Be rest assured it will stopped.‬
Alex: When? The last guy said it would stop within fifteen minutes, but that was over an hour and a half ago.
Naresh: ‪It will take some time as this is process which is done by system and I already did that for you.‬
Alex: Can you explain to me what has caused this? Is it a glitch with the system or a problem on my account, or have I been hacked? Nobody I have spoken to seems to have the slightest idea.
Naresh: ‪It is the glitch with the system.‬
Naresh: ‪I have already stopped that.‬
Alex: Ok, but I have already decided to cancel my Vodafone account, and if the problem continues for much longer then I'm going to take the matter further. The way I have been dealt with today is unacceptable.
Naresh: ‪I apologize for that.‬
Naresh: ‪As loyal customer like you are facing this problem I will take this a feedback from you and will show this to my manager.‬
Naresh: ‪So be rest assured it will sorted out for you as soon as possible.‬
Alex: I am now up to 97 emails.
Naresh: ‪I do understand that but I have done this for you already and also I will show this to my manager.‬
Alex: Ok. Thank you.
Naresh: Is there anything else I can do for you today?
Naresh: ‪Be rest assured I have shown this to my manager and you wont be facing problem any more.‬
Naresh: Hi, are we still connected?
Alex: Hi, yes, thanks for your help.
Naresh: ‪Thanks for choosing Vodafone.‬
Naresh: ‪Have a great day ahead.‬