Forum Discussion

jameswyper's avatar
jameswyper
Tuning in
28 days ago

Is it normal for a complaint to be instantly closed as resolved?

I am unhappy with the way my renewal was handled, and raised a complaint on Thursday.  I received an acknowledgement via email and the status of this complaint is "pending".

On Friday I got a "thanks for making those changes!" email which directly contradicted the wishes I had put in my first complaint (I had asked for certain add-ons to be removed, which wasn't an option online and the Live Chat agent was incapable of helping; the email confirms removal of the add-ons I wanted to keep and confirmation the ones I wanted rid of will be retained).  Not having the option to respond to the complaint, I raised a second one.

I did not get an acknowledgement to for the second complaint, but I saw on my Complaints History page that it was marked as "resolved" within an hour of my raising it.  The email addresses on both complaints are the same, and I don't have a spam filter set up on my email system.

How can I find out why this case was immediately closed?  Thank you.

complaint

6 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    28 days ago

    You misunderstand the purpose of the complaints procedure. It is not to make you happy. It is to close the complaint down as quickly as possible to make the figures look good for Ofcom. 

  • japitts's avatar
    japitts
    Very Insightful Person
    27 days ago

    "Thanks for making those changes" is the standard confirmation email when any changes have been made - either removals or additions.

    Does your current contract reflect the package you expect?

    • jameswyper's avatar
      jameswyper
      Tuning in
      27 days ago

      In short, no.

      My "your order documents" email sent on Thursday contains all my existing add-ons.

      The "thanks for making those changes" email contains the add-ons I didn't want to keep and none of the add-ons I did.

      It was my complaint about this mix-up that was instantly "resolved".

      Meanwhile my account page shows me as still out of contract, but perhaps the carrier pigeon that's used to update that part of the system gave up and died. I sympathise.

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        27 days ago

        Hi jameswyper thanks for posting and welcome back to our community.

        Sorry to hear you've made a complaint and it has not been resolved to your satisfaction. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

  • Chsrzi's avatar
    Chsrzi
    Joining in
    27 days ago

    It’s a sneakier tactic than the other comments suggest - once the complaint is closed as resolved then that’s that so you can’t “unresolve” it. They should’ve sent you a deadlock letter instead but even then they like it to make you believe you have  to go through then before you can go above them.
    since I told them I was going to ombudsman they keep opening complaints on my account every time I call about the same problems and promises and refuse to do anything other than push to take  a payment despite the payment dispute or open a complain even when I decline that, then a manager had the audacity to say to me I can’t keep making complaints to avoid paying. She refused to repeat that and literally hung up after making out she couldn’t hear me at all! 
    it’s not it’s the stats, they’ll be wanting avoid the £500 due to ombudsman each time case opens , regardless of the circs. That’s the funding that allows them to operate in the industry. It  might have changed as of this month now it’s an alternative arbitration organisation dealing with new complaint cases.