Why is Customer Service So Bad When Renewing

NTL World founded in 1992 and I joined in 1995 so I’ve been with them for 29 years apart from one when I joined Sky.

After 28 years you’d think there would be some respect for the amount of money I have spent with NTL World, now Virginmedia, but that is way too much to ask for or expect 

Just blatant lies once again at renewal time.

2 days ago I spent over an hour on the phone trying to get my contract renewed with a Retentions Agent until we reached a price that was within touching distance so to avoid being charged £137 for my package, and because I was going on holiday for 2 days, I asked to go ahead with the cancellation but wanted time to think about the offer and make a final decision before I was disconnected.

I asked specifically asked that if I changed my mind would the offer on the table still be available and could the agent email me confirmation of the offer.

The agent quite categorically said YES and YES to the offer and the emailed confirmation.

What a pack of lies………

I got an email and text shortly after telling me that I’d been disconnected and that packaging was being sent to return my kit to VM and if I didn’t I would be charged for it.

As I was away on holiday for 2 days, which is why I’d asked for more time, I rang back today to check my Id had the email and  this to confirm I wanted to check one thing before confirming my requirements for the next 18 months.

The agent on the end of the phone said that it had been a one time offer telephone offer and no longer available, he then quoted me a new price and I hit the roof it was circa £20 per month more than Monday’s price.

I explained what had happened and all I got in return was ‘it was a one time offer sir’, ‘it was a one time offer sir,’ ‘sorry sir it was a one time offer’ there’s nothing I can do.

I thought I was talking to a parrot not a human and I was sooooo angry.

I asked to be put through to a manager/supervisor and I was told that they wouldn’t do anything differently to what he had done.

So basically he refused to follow a standard procedure within any customer services industry.

Why do these people just blatantly lie, why couldn’t I speak to the manager? After all a manager agreed to the offer made on Monday to be left open.

So who’s lying?

Monday's Agent?

Monday’s Manager?

Todays Agent?

I don’t know but one of them is that’s for sure but will this despicable bunch ever be honest enough to own up?

I doubt it, but you never know.

At the moment I’m being disconnected on 13th August 2024 unless there is a manager out there with some gumption who will read this and own up to the mistake and treat me fairly.

I had the same fiasco 18 months ago where VM messed up my new contract and it took 6 months to sort it all out.

Come on VM read this post, show some decency and respect for long standing customers for once instead of focusing on new customers only.

I think I’ve earned it after 28 and at least deserve the original offer on the table to be honoured.

what do you think VM Community?