I have been with Vodafone since 2013 but last week I was sent a message that removed a 'loyalty' discount i had been enjoying and increased the price by £20 each month. I tried contacting Vodafone to tell them I just want my previous terms and 22GB of data. First time I called I spent 20 mins and I was informed the discount would be re-applied but when transferring me to the correct team to authorise this the call dropped. I thought it was my fault. I called again and again the call dropped during the transfer - I realised Vodafone has actually dropped me. I then spoke to another agent who approved my discount and told me that all was OK. 6 days later i receive a call from a Vodafone agent called 'Josh' asking if i would like to upgrade. I was confused so after looking into this matter I realised that they had not applied the discount for the entire term of my future relationship with Vodafone. I felt like the 'Right hand doesn't know what the left one is up to' with these guys. Asked to speak to a manager - spoke to 'Robert' who fobbed me off. Wanted to give me the discount again but with less data than before. Totally frustrated and told the 'leaving team' agent team that I'm fed up. He apologised and said he cannot give me the same data allowance for same discount. I have wasted up to 3 hours and by this time I felt like even if I have to pay £100 per month I have to switch. I WILL NEVER RETURN TO VODAFONE. They have to realise 3 things: (1) Endowment effect - taking something away or reducing something has a powerful psychological effect on customers (2) Empathy is critical - when the calls dropped why did they not try calling back immediately. (3) Resolution - if people are not empowered to resolve issues when customers have suffered emotionally then the agents are just mechanised robots with no autonomy or authority to do anything of value.