Frustrated - double billing and no help
I recently joined VM and 2 months in, I have been double billed and charged late payment fees on a bill I already paid. I called them to sort this out and they said I needed my memorable word which I don't remember setting. They tell me to reset it on my account in order to help me but my account doesn't have the option to reset. They tell me to choose "Account Details" and I keep telling them there is no such option (see below screenshots). Eventually, they tell me the interface recently changed so they don't know how it works now. They then said, they will write me a letter which will take 5 days. What a terrible service. Now thinking of going back to Sky. Double charge and No help, that's a terrible combination.
