Frustrating couple of days with VM customer service!
On 25/07/24 I was chatting with Tamjenmongla for long time she failed to help me and they transferred me to Anne Sophia and after chatting with another hour or so I’ve got disconnected and there was no effort to reconnect with me!
Then I’ve reconnected with Nirmal and all of the agents were taking long time to reply definitively was not a live chat! I’ve left the chat as he was not responding at all !
Every time I’ve connecting BOT takes a few min I o check and connect then I have to go through the verification process which is frustrating and waste of my time!
On 23/07/24 I’ve chatted with Ephrel Mhel and then called and spoken to another member of staff on Tuesday. He asked me to wait and said I should receive a call from you. However, I haven’t received any call yet.
Can you please investigate as this is very poor customer service doesn’t go with the reputable company like VM!
All my conversation should be logged however every time I connect to a new agent i have to give all the details from beginning so let me give you the background.
Also I found they do not read my text properly and copy paste some generic answer which is not relevant to my case, I can provide you the screenshots !
I’ve added an O2 SIM from the VM website on 23/07/24, logging in from my VM account, as we saw there is a promotion and we can get higher bandwidth and double data.
Soon after we ordered the SIM, we received an email with another contract for 18 months, and the price will go up by £30 after April 2025 and we will be contract bound and will have to carry on paying and can’t cancel without paying the full amount!
In that case, I would like to cancel this SIM and keep everything as it is so our contract remains the same.
I don’t want to go for another 18-month contract, but I thought this O2 SIM offer was a promotion and didn’t realise that we would be contract-bound for another 18 months.
On the promotion it showed double data 10 GB however emails I’ve received showing 5 GB this would be another reason for me to cancel this as you have not given me the package that you have promised.
Alternatively, if you can keep the same monthly price for another 18 months, I’m happy to take this new O2 SIM add-on, providing that we are getting 10 GB for additional £10 per month.
The agents are repetitively asking me to contact O2 however I’ve brought this additional service from Virgin and I believe you should solve this as you have sold this additional SIM not O2!
I hope I will finally get a solution and I demand compensation for all this distress and anxiety caused by your agents.
Then I have spoken to Rabi 25/07/24 at 19:20 pm and re explain the whole situation.
I’ve got transferred to O2 team and call got disconnected! Again compete waste of 40 mins!
I’ve called again and got connected to Sebastian O2 team who can’t find anything regarding my complain I’ve asked him to transferred me to VM complaint department, again further wait, listening to music!
Ive been with VM since 2013 - 2019 had to move to Sky as we didn’t have VM connection at our then new property, just remembered about this helper forum I had lots of support previously so thought will post it here for moral support as I’m feeling helpless and extremely anxious!!!
