Forum Discussion

elfin101's avatar
elfin101
Dialled in
7 months ago

Cancelling account - wow

Writing this while I await an agent to cancel my account.

1. Called in to cancel, agent I spoke was asking invasive questions and when I stopped answering them and just asked him to cancel, he refused. Seriously. I asked multiple times and in the end I ended the call.

2. Tried the online chat. But for some reason it doesn't like me and started showing my messages as reversed text. Literally like : lenac ot tnaw I

3. So called back in and spoke to someone who cancelled things without an issue.

That first agent was basically what people on here encounter and give VM a bad name. Get the script changed: would you like to hear about deals we can offer yes or no. Yes. - go ahead and ask what is needed, No - do not ask and process the cancel. That should be all that is needed. 

Cancel call took around 30 minutes. Wonder how long it will be before retentions call.

  • Carley_S's avatar
    Carley_S
    Forum Team
    7 months ago

    Hi elfin101 

    Welcome back to the community forums 

    So sorry to hear that our standards have slipped when contacting us to providing your 30 day disconnection notice. This is not something we like to hear. We pride ourselves on offering the best support possible so it disappoints us when this isn't given. We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    The saga continues...

    Received a call to the home phone from VM. After calling I was told you would not call us, so it wasn't you. Well.. it was.

    And as mentioned previously I have been unable to change the contact number for the account, and the agent I spoke to said they would change it to my mobile for me, so that's progress.

    I'm guessing it was retentions, it it was then they have already tripped over the first hurdle, let's see if they again.

    • Carley_S's avatar
      Carley_S
      Forum Team
      7 months ago

      Our apologies elfin101 The team will have updated your number as requested.

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    Really? Then can you explain yet another call to the home phone? I would like to speak to them, but not on the home phone.

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    Oh and my contact number has still not been changed in account settings.

    • Zach_R's avatar
      Zach_R
      Forum Team
      7 months ago

      Hi elfin101,

      Have you tried changing your contact number via the online account yourself? In regards to call backs, you can also opt out of this via the online account, but the change isn't always immediate I'm afraid which is why you may still be getting calls so soon after your request.

      Thanks,
       

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

     

    1. I cannot change it myself ( I even mentioned that in this thread), I have tried and tried and tried
    2. I would like to speak to retentions, just not on the home phone.
    3. Opt out? I can't even opt in online !!!

     

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      7 months ago

      Hi elfin101

      Thanks for your response. 

      I'll send you a private message now. 

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    Forgot to update this the other day. Rang again and found they had changed the number in the back end, but didn't update the one that shows for me. Why these aren't the same I do not know. So now the wait starts to see if retentions will try again.

    With all due respect Vikki_M I won't be providing any extra details to you. 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      7 months ago

      Hi elfin101,

      Thanks for letting me know. 

      If you change your mind, please just pop back to me via our private message conversation.

      Take care. 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      7 months ago

      Hi elfin101, thank you for your post.

      We always take on board feedback we receive and will certainly pass this along to the relevant teams. 

      Regards,
      Daniel

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    Sigh. This is getting ridiculous. According to the app I have a bill overdue and my account is restricted. I am uoto date with payments as they are handled by direct debit.

    Your agent I just spoke to would not do anything about this and just called it a mistake. Sorry but that isn't acceptable, it needs clearing as I still have my connection with you for another 3 weeks. If it isn't then how do I know if you won't restrict my services. Once again I've had to end a call and call back in.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      7 months ago

      Hi elfin101,

      If you'd like us to look into this for you further, please respond to our latest private message at your earliest convenience.

      Regards,

      Daniel

  • elfin101's avatar
    elfin101
    Dialled in
    7 months ago

    And after speaking to someone else who was kind enough to tell me it was a known issue ( sigh ). But then talked over me as no one seems to realise what effect that has when it is showing on your account. You might say it is only a visual issue, but I'm leaving and it seems kinda vindictive of you to do that. 

    Note: services showing as restricted during this period is extremely concerning as I do not know if things will actually be restricted.

    As I forgot to ask for something in writing I'll have to call back again. This really does come across as not caring about customers that are leaving. 

     

    It should also be noted that I tried several different routes to speak to billing, and I couldn't.

    • Carley_S's avatar
      Carley_S
      Forum Team
      7 months ago

      Sorry to hear you feel this way elfin101 

      We'd be more than happy to assist you further here if you wish.  As previously advised, you can respond back to my colleagues private message thread already open for further support. 

      • elfin101's avatar
        elfin101
        Dialled in
        7 months ago

        Which one? Then last one from Vikki_M from Sunday or another one? At this point though it may not be worthwhile. I'm going to have to check daily until that marker disappears from my account.