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bubbs
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Mates rate contact number or email or anything???

Just had letter to say My Rates and now being changed to Mates rates having left the company, called to number on the letter I received to discuss further but nobody could help me, gave me an email address to email to, got reply back to call the same number after telling them the number was no good as nobody could help me, staff I spoke to on the phone said trying to contact My Rates or Mates rates team in practicably impossible, can someone help me please all I want is some info on packages etc.

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Re: Mates rate contact number or email or anything???

Hi bubbs

The My Rates teams are your point of contact while you are still with them until your staff account closes.

The Mates Rates teams will be your point of contact once the package changes.

You should receive a call from the Mates Rates team to discuss the packages they can offer to you before this changes.

If you try emailing again they should be able to let you know what the package options are in advance.

I hope this helps!

Karen_A
Forum Team

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Re: Mates rate contact number or email or anything???

I have been contacted by the Mates rate team on 2 occasions to discuss my package, I agreed to a new package but this was not as described when the confirmation email arrived, the operator lied to me i was promised one thing and received another, i asked her to confirm the package twice on the call bit as i have said this is not what i received. Trying to get an answer for anyone at VM is practically impossible they promised me a V6 box and extra Tivo as an upgrade on my existing package, the Tivo arrived still waiting on the V6 after being promised next day delivery, overseas call centers are absolutely useless i was hung up on during one call and again promises were made but not followed through, but don;t take my word for it, as all calls are recorded please listen to the calls, i have asked for this to be done and was assured it would be done but again have heard nothing back, same old story, not very good customer service.

So as you can imagine I am not very happy all i want is  what was promised when VM called me, surely not a lot to ask for????

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Re: Mates rate contact number or email or anything???

Hi bubbs

I am sorry to hear this Smiley Sad

As an existing customer our Care teams will be able to support with this for you now.

I've looked at the account and can see this has since been sorted and the V6 is now activated.

Please keep in touch if you need anything else!

Take care.

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Mates rate contact number or email or anything???

Thanks for the reply, but this is far from sorted there is still an open complaint on my account and have had no contact from VM to discuss. You said you are sorry to hear this but if I had a pound for every time someone from VM says sorry I would be a rich man, I would really appreciate it if my complaint is looked at and VM has the decency to contact me to discuss further, please don’t ask me to call as trying to speak to anyone at VM regarding this is nigh impossible, last week I contacted VM re issue with undelivered V6 and got through to an overseas call centre, I tried to explain but getting asked the same questions over and over again is I am sure you will agree really very annoying and when asked a question they cannot answer they just hang up, this has happened on two occasions, I was promised a V6 box on three different calls but as usual this never happened, I eventually spoke to a really nice person who ordered the V6 for me. I would be really grateful if the ongoing complaint could be addressed ASAP.

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Re: Mates rate contact number or email or anything???

Hi bubbs, 

 

Thanks for coming back to us here via the Forum. 

 

I can indeed see an open complaint on the account and this is already with the Customer Services team. Once they reach your complaint they will be in touch with you. 

 

If you have any further issues, come back and let us know.

 

Thanks,

Kath_F
Forum Team

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