Simple Answer
I have the misfortune of spending the summer in one of vodabones call centres.
Needless to say the management is a joke, staff training is appalling, work ethic is non existent and the rate of pay is laughable....
all in all the staff do not give a monkeys as the company as a whole could not give a rats arse, their basic ethos is 'so long as we get the money it is all ok'.
This issue could have been sorted within about 5 minutes, but the systems they use and the structure of incompetent management makes it impossible.
Oh, and don't think this is the first cock up... I deal with smaller ones than these on a DAILY basis... even for calls that were never even made...
by the way, did I mention vodabone outsource everything to keep costs down and profits up...
[/Disgruntled employee]