Unfortunately, I am having an extremely poor experience trying to renew my package with the correct inclusions, or indeed, at all.
I have multiple chat transcipts that show how I have been trying to request various clarifications and amendments. None of which have led to a remedy as your customer services representatives do not understand or cannot access the account.
Today I was on your chat from 3pm to 8.15pm. My complaint was finally being handled and we were about to finalise our contract when your customer services rep stated 'Thank you for your patience. We will have to close this chat as my shift has ended so you can continue the conversation via bot by selecting 'yes continue' and next agent will be available to help'. Your chat room had closed.
My account is currently not showing the renewal and instead shows a cost that is twice the price of our contract. You have also removed several products (Netflix, TNT Sports and multi-room box), despite saying it is the equivalent contract.
On top of this you are refusing to apply our Blue Light Discount, despite your website stating that this is something you offer.
This case can be remedied by:
- Ensuring that our bill does not rise whilst we remedy this problem.
- Ensuring our contract is the equivalent to our current contract with the price quoted (£68.54).
- Applying our blue light discount.
- Offering a gesture of good will to apologise for the multiple hours that we have wasted trying to remedy this issue.
I look forward to your response.
