My review echo's that of many others -- in short anyone I spoke to at Vodafone were, at best, incompetent. There were a catalogue of errors which resulted in me losing my number, credit and a lot of time. I was offered very little as a way of an apology and my issue was never fully resolved. More specifically, my original two issues were with my PAYG phone which I bought online from vodafone.co.uk. The phone became faulty within 1 year and around the same time Vodafone deactivated my SIM card without warning meaning I lost my number and credit on the phone. I spoke to an online advisor who confirmed a new SIM card would be sent to me with my lost credit on. This never arrived. They also advised that I should go into a Vodafone store where they would repair my phone on the same day. After travelling to the store, I was advised they do not do in-store repairs nor would they be able to arrange a repair as I did not have a Vodafone number (even though they deactivated it!). I was told to again talk to an on-line advisor. Returning home I spoke to an online advisor who stated that they had made a note of my problem and that I could return to a store and get my phone replaced when I next visit the store. Travelling again to a store I went in, along with a written copy of my online transcripts, asking for my phone to be replaced as promised. I was told this was not possible (even though I had the transcript) but that they could send my phone away for repair (even though I was previously told this was not possible). Although this was arranged, they said they could not send it to a different address other than the actual store I was in (meaning I had to take time from work to collect it; I would have gone to a store closer to work if I had known this) and also said I was not eligible for a temporary phone. Once my phone was returned, I phoned customer services to complain about the process and again state about not receiving my replacement SIM and credit. I was told that it was not possible to get a replacement SIM card with my credit on, and that this was now lost. I asked to speak to someone more senior about this, given I had continually been given incorrect information. I was passed between approximately 8 advisors and continually asked to hold after each question. I was then kept on hold for over 45 minutes before simply being disconnected by the advisor. I wrote directly to the CEO about this issue, including copies of all my transcripts and summary of issues. Someone (not the CEO) responded with a letter asking for information that I had already included and asked me to call them. I wrote back (again to the CEO) to say I refused to call given the issues I had of being on hold/disconnected and I wished for a response via writing (again included the transcripts, etc). This letter was simply ignored. A further letter was sent (again to the CEO) with their response saying that they could not do anything as I was not a Vodafone customer. I've never dealt with a company where the staff are so misinformed, unapologetic and unable to resolve such simple issues. The amount of time that they caused me to waste on this matter meant I would have been better off simply throwing out my faulty phone and forgetting about my SIM and lost credit. I gave Vodafone every chance to resolve this issue, and all I can do now is let people know about my experience and hope they don't experience anything similar.