Forum Discussion

SannyBay4's avatar
SannyBay4
On our wavelength
3 hours ago

Weird cancellation call

I've been with VM for over 20 years and am well used to the contract renewal merry-go-round. But this year's call was just odd - I've just rung them, through to 'thinking of leaving us' (UK call centre), said I wanted to cancel. The agent made no attempt whatsoever to give a price for my current package (which includes broadband, TV, Sky Sports, TNT Sports), offered me a rubbish broadband-only price instead and then proceeded to read out the cancellation script, including suggesting I just arranged services with a new provider and they'd contact VM on my behalf. Are they just letting customers leave these days? It felt like he wasn't interested in retaining me at all. Or have I got through to the wrong team? 

5 Replies

  • SannyBay4's avatar
    SannyBay4
    On our wavelength
    2 hours ago

    And just to confuse things more, it was followed up with an email claiming he had "resolved my complaint"! 

  • SannyBay4's avatar
    SannyBay4
    On our wavelength
    3 hours ago

    @jpeg1 ha! it sounded like that. I did wonder if I was supposed to go ahead with the cancellation in order to get transferred to the real retentions people - but on this occasion it felt like he was actually lining up the cancellation. Just without any attempt to keep me. (I promise I'm a nice customer - they're not trying to rid of me!)

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 hours ago

    Perhaps he is leaving VM himself and encouraging others to do the same? 

    • Cardiffman282's avatar
      Cardiffman282
      Community elder
      3 hours ago

      Haha yes maybe a disgruntled agent facing reorganisation and banging through the cancellation scripts accordingly. 

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    3 hours ago

    There was a time not so long ago (and still the subject of one of Ofcom's longest running investigations) when VM customers had to fight tooth and nail to secure a cancellation. Progress in some respects I suppose.