I went to Belmont Forum store, and had an extremely frustrating and unacceptable experience today, where I spent nearly three hours (12:30 PM – 3:30 PM) without receiving a proper resolution.
I visited the store to change the ownership/title of my account or, alternatively, to switch providers while keeping my existing phone number, as Vodafone network coverage is extremely weak outside the CBD (over a 100 km radius). I have been using this service since 2018, even though the account incorrectly displays my friend’s name while all other details (address, usage, payments) are mine.
What I faced today:
* I was initially told I had overdue charges that must be paid before a title change.
* I requested a partial late-fee waiver, agreed to pay the remaining balance, and proceed with the ownership change.
* I was advised to contact the Hardship Team, which I did.
* After wait times, repeated verifications, and explanations, the Hardship Team extended my payment time and left NO notes for the next agent regarding the title change.
* As a result, I was transferred multiple times between departments and forced to repeat my situation at least six times, including four phone agents and two in-store staff.
- One agent waived $27, after which I paid the remaining $69 immediately.
### In-Store Experience
While waiting in-store:
* Store staff ignored me while serving customers who arrived after me.
* One staff member was visibly idle yet did not assist me.
* There was **no apology, acknowledgement, or communication** during extended wait times.
* Only after nearly **40 more minutes** was I told conflicting information.
Eventually, I was told:
* I could switch providers without needing the account holder present, using only my account number and phone number.
*He also advised to pay an extra $30 to buy a prepaid sim to change plan while my existing plan I paid for today finishing in 27th Feb.
* This directly contradicted earlier advice that I needed my friend present and had to deal with the Hardship Team.
* This correct information was never provided at the beginning, resulting in hours of unnecessary stress and wasted time.
### Impact
Both my friend and I had taken time off work and attended medical appointments prior to visiting the store. Due to the excessive delays and mismanagement:
* Medical appointments were cancelled
* Physical and mental stress increased
* Nearly an entire afternoon was wasted due to incorrect guidance and poor service
While on call the lady confirmed me to pay 69Aud and Been laid immediately, now I received a msg of $7to Pay!!
### Concerns
* Staff and the store manager appear **poorly trained**
* Information provided by customer care and in-store staff was **inconsistent and misleading**
* Basic processes that could be handled **online, via email, or through the app** required repeated in-person visits
* This experience felt **harassing, exhausting, and entirely avoidable**
I request:
1. A formal investigation into this incident
2. Proper training for store staff and management
3. An explanation for the incorrect and conflicting advice provided
4. Appropriate compensation for the time, stress, and inconvenience caused
This was one of the most disappointing customer service experiences I have ever had. I expect a prompt and meaningful response.
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