I recently went to Cuba for 2 weeks and before I went, I phoned customer service and asked about any international usage packages so I wasn't bankrupt when I came home. I was told by Gurtesh in the Cairo call center in these exact words "as long as you use wifi, you will not be charged for using the internet". He went on the tell me quite patronizingly that wifi is through your handset and not your SIM. I checked into my hotel, bought wifi access cards to last my holiday and kept in contact with my partner and family back home. I used facetime connected to wifi and Facebook and I sent a handful of emails so I could keep in touch with my uni tutor.
I contacted Vodafone customer service as I had sent a few texts whilst away as well and my bill was £289.84 due to data usage. I expressed a very explicit verbal dissatisfaction with this to the adviser at the fact that I had been lied to by a colleague and while I know I was wrong to swear, I think it is far worse that the adviser swore back at me. I can be extremely hot headed at times especially when faced with a phone bill as big as my mortgage but I always apologise when I'm in the wrong. I got no apology from the adviser, just a Supernanny style warning that if I did it again, she would hang up. I'd have preferred her to hang up instead of cursing me out if I'm honest! I've posted this on the vodafone forum too and the response from the "expert" was to check that my data roaming was off and/or my cellular data. I've checked it and the only one that advises to be turned off when travelling is the data roaming as it specvifically states on the iPhone that it incurs costs abroad. The cellular data says it disconnects all wifi access and email etc which I still needed. As far as I was concerned, the expensive bit was disconnected and that was of my own initiative, not even at the advice of vodafone.
To top it all off, they want to charge me so I can see the bill and I have been hung up on by 3 advisers today when I ask to speak to a manager. They all state there are no managers on the floor which is illegal as a manager has to be present at all times to deal with issues and complaints which is definately what I want to make but I am being refused at every turn.
I feel a bit cheated that I've had to resort to writing on a forum to express my comments but it seems the only way to get it seen by someone with a bit of power about the situation.
I have rated this one star because I have to, not because I wanted to.
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