VNPT - VinaPhone Service Experience: A Frustrating Journey of Delays and Poor Support

I am writing this to document one service journey with VNPT - VinaPhone that became far more exhausting than it should have been. This is not meant as a personal attack. It is a clear account of why a customer following official channels can still end up with no proper closure.

I started at the 80 Nguyen Du transaction office, expecting a simple flow: present the issue, receive clear guidance, complete the process. Instead, I experienced long waiting, unclear answers, and a strong sense that the case was not being handled with enough technical confidence. I left without a real resolution, only with more delay.

The most frustrating part was subscriber verification. I had been informed that if a number was already registered with a chip-based national ID card, re-verification should not be necessary. But when I opened the My VNPT app, it still required verification. I tried to complete it in-app, and the process kept failing. On day one, multiple attempts failed and I had to submit an error ticket. On day two, it still failed intermittently, and only by the end of that day did verification finally go through.

Because the case remained unresolved at Nguyen Du and the app was unstable, I tried other transaction points at Ly Thuong Kiet and Truong Chinh. At both locations, the initial reception felt negative, as if my case was not welcome to be handled there. At that point, the process felt broken from all directions: one office could not close it, another was difficult to access, and the online channel was unreliable.

I then reached out through Zalo/hotline and was assisted by a staff member named Quang. The support felt vague and roundabout, without a clear command of the issue. The conversation took time but did not produce a concrete path to resolution. When I asked for details about SIM commitment information, the hotline response was essentially "not sure, please go to a transaction office," even though those offices were far and I had already spent significant time going back and forth.

In a second hotline contact, my request was logged, but the callback came 7 days later. For an unresolved service issue, that delay is simply too long. What made it worse was the lack of transparent progress updates, so as a customer I had no clear visibility on who owned the case and when it would actually be closed.

The most serious issue came with internet termination. I requested termination, a technician came, collected the modem, and related fees were processed. The next month, I still received billing requests. In my first complaint, VNPT Tay Ninh called back and said a staff member had "forgotten to terminate the service." I expected that to solve the issue, but billing still continued, so I filed a second complaint and was again told to wait. No clear closure came, and the following month billing requests appeared again.

My frustration does not come from one isolated mistake. It comes from a repeated pattern: inconsistent office handling, unstable app behavior at critical steps, vague support responses, slow follow-up, and complaints that are not truly closed. Customers do not need polished promises. They need clear accountability, reliable support, and final resolution.