Retentions experience question.
I got in touch with the retentions team to try get a deal after I cancelled my VM service. The agent told me they couldn't do any lower on the speed I was already on, but if I went down to the M125,...
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All of the guff you were told by the sales agent was just entirely made up stuff. The next time you phone up, no one will have ever heard of the previous offers.
The 'form for the back office' simply got you off the line and meant that you didn't cancel your account, so you continue paying your current rate to VM for a little bit longer, until the next time you phone in and try again.