Volt package mis sold extra charge for O2 didn't need!!!

I had a sales retention executive promise me a volt package which included an O2 SIM for the duration of the contract, I explicitly said I didn't require one as I was already on a great SIM deal for tenner a month, he stated that it would be free and part of my volt package,he assured me of this and promised second to none after care service however the reality was very different.in addition to my volt media services payment O2 started to charge me £25.00 plus each month. I figured it was an oversight and a quick call to my executive VM agent should resolve the issue as it would be rectified, countless promises to resolve and NOTHING!!! What made it worse is that I was genuinely going to leave as I did not trust VM but he reassured me to stay and any issues could be resolved immediately with a quick call to him, looks like I was just naive and my expectations were dashed as the attentive retention executive has since been ignoring my calls and texts, I am getting nowhere with the overseas VM call operators as they just threaten that my contract does not state free SIM so my issue is with O2 and when I ask for the manager, I get told by them that they are the highest status of staff in the office and refuse to budge or listen or resolve and threaten that I have no case so take it or leave it!!! (South Africa) my emails and texts are ignored repeatedly which is really disgusting and disappointing customer service as the initial initial verbal and email contract with FREE O2 SIM has not been adhered to. This has dragged on since November 2022 and I have been paying £25.00 plus per month since then for a sim that I did not need and has far shocking coverage in comparison to my older SIM which was just £10.00 plus the fact that I cannot afford to pay for additional £25 plus per month!!!I have emails confirming my full package price including the SIM which I am grateful for! But at present my VM dream volt/O2 package is a nightmare. I am paying in total £112.00 for a package that should be as promised cost me £86.00 per month.

This has dragged on for 15 months and I think that is disgraceful as I feel that there was no genuine approach just an approach of fake trust and goodwill to get me to sign on the volt package. I am disappointed but am relieved that I am not the only one so this is proof that VM seek customers specifically to scam them into a package that isn't real as by reading the forum it is clear that all the customers were led to believe like I was that the O2 SIM was free and included in the package, I wasn't just led to believe it, I have it confirmed in writing via emails and texts.

I now require some help to resolve this or alternatively with evidence from this forum, my emails, proof of my ignored calls and text messages I will take this to CICAS to ensure that they are informed of the corrupt manner in which VM have been collectively operating, I was miss old my package by a UK based agent so Really no grey areas of any language barriers etc ( Really disappointed with this) as when the guy wanted my business he called me several times and not once ignored my calls but reassured me that VM would not let me down again!! I am still paying an additional £28.00 a month for a service that I did not need, cannot afford and is worse than my other SIM, I think being led to believe that I was a valued customer and then to be ignored and made to feel like an irritation just adds insult to injury. This is my last try to resolve this issue as now I am relieved that I can prove that VM are misleading customers using underhand tactics to join VOlt and leaving the customer out of pocket..if there is no resolve I will be taking this to CICAS as they are good at  ensuring that media providers are held accountable and are there to listen and ensure that misleading customers comes at a cost...After sales should also be a commitment so the customer is not left feeling being taken advantage of...but now I realise that I never was, this is in actual fact how some staff behave in order to sell contracts which is a shame on the ethics that VM continue to advertise about the customer being at their core. What a disgusting let down VM have been!!! 14 months of chasing and NOTHING!!!!!!