Miss-sold package

Completely mis sold a package by a sales agent who rang me. Lodged a complaint and same agent called me back and added on what was agreed, for the price that was agreed and apologised.

Turned out he didn't add it all on and altered the notes to make it look like I had only agreed to sky sports...

Umpteen phone calls later (each one lasting a very long time while they tried to get to the bottom of it), and we're now out of the 14 days cancellation period. They are now saying both his calls to me were not recorded and my account will not have the rolling credit (worth £35 a month) as there is no evidence that what I'm saying is correct. So basically I'm lying??! 

Now it's gone to review by another manager.. if they side with the agent again too then it will go to deadlock? And Cicas? I'm not allowed to speak to the sales agents manager, and I can't speak with the retentions team managers either! To be fair to the agents I have spoken to on the retentions team, they have all been really helpful.

But take as a warning. If you get a sales call offering you the full package in sky sports, movies, kids and 1gb broadband for £80 a month (including an o2 sim which didn't go through but I didn't want anyways). Do yourselves a favour and don't take it out.

I have been a customer of Virgin Media for many years and I have never experienced anything like this. I will take this all the way and will cancel the contract if not sorted out. I'm tempted to cancel the lot right now, but no doubt I'll be charged because it's out of the 14 days now.

Surely it's illegal to mis sell a product? I will definitely be looking into my rights and seeking some legal advice if not resolved. 

How can a media company not record every call?! And especially a call back to a customer after a complaint has been lodged? If those two calls had been recorded, it would have saved a me lot of time and a lot of stress. As it is. It's now my word against his. How can this be right? And also makes me question how many other customers he has done this to!