Vodafone customer left hanging on for a receipt

We were contacted by someone who works in the glamorous world of telly last week. She was asked to get a top-up for a colleague’s work phone. Rather than leave her desk she decided to do it online using Vodafone’s website.

“I have petty cash so have to provide receipts for anything that I buy for work, online or otherwise. I do use my own personal credit card for online payments but can claim it back with a receipt. Usually no problem,” she writes.

She was able to top up her colleague’s phone easily but when she got to the confirmation page she realised it did not provide her with a receipt to download or via email. Just an order number. “Today, I went on the website to see if I could get my receipt somewhere.” When that didn’t work, she tried Vodafone’s “online chat” helpdesk, but that was of little use.

"I tried to find a customer care number on the website, but no joy. Ended up ringing multiple Vodafone stores in Dublin, eventually getting through to one which provided me with a number. I tried to ring it, but the number has been discontinued."

She then rang the Carphone Warehouse helpline, which finally connected her to an automated Vodafone helpline. "None of the options were the ones I needed, and it seemed impossible to talk to a human. Eventually I tried the 'Report a phone lost or stolen' option and was finally connected to a person."

She explained her problem. “I gave him the mobile number I topped up, the date and order number. He told me he would have to talk to the account holder, whose phone I topped up. I told him this was not possible as she is not in the building. He said there was nothing he could do. I then explained how it was my credit card which I paid for the credit with, and was I not entitled to a receipt for the payment? After being on hold for some time, the best he could do was tell me that my bank statement was proof of payment. Of course, this won’t work for me, or the accountant.”

She then asked was there any email address she could send an email to request a receipt. The man from Vodafone said no, but directed her to an online form which she filled out. She then got an automated reply which said the company had introduced a live chat service to replace its email service.

“So I was back to where I started. Then I took to Twitter in the hope of a resolution, but again was told: ‘I’m really sorry but we’re unable to provide receipts. The proof would be in your bank statement’.”

We contacted Vodafone and got the following statement. “In general we get very few requests for receipts for online top-up. As a result, there was a misunderstanding when the query came through to us and was routed to the wrong area. We have been in contact with [the person – our reader] to apologise for any inconvenience caused and to ensure the issue is resolved to her satisfaction.

“In addition, Customer Care is rebriefing our care representatives to ensure they are familiar with the online receipt procedure.”