Forum Discussion

MarkHedges's avatar
MarkHedges
Joining in
2 months ago

Contract

I recently contacted VM to renew my contract via VM chat. I agreed a price for a new contract from 1st Jan 25 and then received pre contract summary with correct price. Later that day we received new contract with incorrect price. I have contacted VM via chat several times and have been assured that it would be rectified within 24 and then 72 hours. It has still not been resolved and the wrong amount is still showing in our online account. I have raised it as a complaint to VM email and received an email from resolutions team on 13.01.25 to yet again reassure me that it will be corrected and that they have tried to contact me so have closed the complaint.  No-one has tried to contact me so the complaint still stands. Please could someone help to resolve this issue? What I thought was a simple task has become incredibly time consuming and frustrating.

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    all that sounds according to VM's usual cack handed way of dealing with things - read on here for other posts that repeat what you have said 

    its perfectly normal for VM to say they have rung you when you can prove they have not - different verbal prices to the written one seems to happen all the time - i would guess the low price is to drag you in and then they [must] hope you dont read the written price - as to the complaint thats normal they close them pretty much automatically usually with a reply thats in almost a foreign language - ok english but not as you or i would understand - if you want an open complaint you need to open a new one 

    but afaik they have done you a favour by closing the complaint - you do know not have to wait 8 weeks to raise this with the arbitration service 

    so take it to the arbitrator and demand they sort it ot wait here fow VM to get to the thread - not sure what they can do - very little i think other than open another complaint so the wheel can turn again

    finally the promise of a [actual] call back to resolve it in 24 - 48 or how ever many hours is just a way to get rid of you and close the call with you thinking something will happen and them able to mark the problem as resoved which gives them a tick on their system or whatever

     

  • Hi MarkHedges 

    Welcome to our service and our forums. Sorry to hear you have been having issues with your contract pricing. We can understand your concern and we want to do our best to help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,