Scheib told TVNZ's Fair Go - which has documented her fight - that it was was a painful reminder, every month, of her loss
Vodafone's chief executive Jason Paris is expected to front on the show tonight to apologise.
"We know we got it very wrong in this instance. In addition to our Customer Care team in Christchurch, who have been working hard to fix the problem, our CEO Jason Paris has contacted Deborah Scheib to personally apologise," Vodafone spokesman Rich Llewellyn told the Herald this morning.
"While we have recently made a big move on network leadership in terms of announcing the launch of 5G, we know we aren't always getting it right for everyone on service leadership yet.
"This is a major priority for us, we are working hard to implement changes to deliver a more consistent customer service first time, every time, and we expect to announce more on this in coming weeks."
Earlier this year, Paris instigated a sweeping restructure across Vodafone NZ, which saw some service roles outsourced to Indian-owned Tech Mahindra, while some functions were automated.
The new CEO says part of the aim of the restructure was to improve service, which was falling short.
Vodafone NZ's new owners - Infratil and Brookfields - took control last week. Paris says the new local ownership model will make the organisation more responsive.