The amount of time and complexity required to complete basic administration is appalling. No shade to the actual customer service agents who are lovely, but as a company it is ridiculous that to upgrade a phone I have had to do 3+ hours on webchat, back and forth between different “teams”, 1 hour in store to be told I need to do it online, and then 50 mins on the phone. Just for an upgrade. And this is not helped by the repetition of questions every single time you are passed on to a new agent or team. I have had to repeat the same information a million times. Ive had to answer the same questions over and over again. As someone with ADHD who struggles to hold attention for over 10 minutes, tell me why each transaction takes hours due to the amount of pointless questions. It is extremely inaccessible and not inclusive for neurodivergent people who struggle with even short admin transactions and they cause extreme anxiety and overwhelm. Imagine a total of 5+ hours! I don't recommend vodafone as they are extremely inflexible with customers.