Re: Problem with extending contract
I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (Contract information sheet number: [REMOVED]). I confirmed with Martha in customer service (disconnection team) that it's approved and there will be no disruption in service.
On 7th my service was still disconnected, and I was informed when I called that it may take 72 hours to set it up again.
Later in the day I had a visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10 (Contract number: [REMOVED]). He even told me I should receive next generation router - 4th generation at least. Of course, he was not honest with us, and we received the Hub3.
The salesperson said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!).
I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed but have to set it up again.
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Can someone have a look at my case (C-0707256388) and proceed with:
-Match my extension deal of 25 GBP per month as offered (Contract information sheet number: [REMOVED])
- Dispatch return box for my old router since I have to have new one
- Release my email address so I can create new account (I mean please connect my new account number to my email address from the contract)
- During a call with customer team on morning 7th (before the salesperson visit) I was also offered 25 GBP credit to my account as good will for the inconvenience (Complaint reference: C-070725274)
