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emmyb1995
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Has anyone actually ever heard back from the VM complaints department?

I cannot believe the amount of hours I have spent trying to receive a response from VM regarding a serious issue I have had with them.

I have used the formal complaint service online three times, each time receiving a confirmation email but within over two weeks heard nothing what so ever back.

I have also tried the message us service on the app, live chat, and contacting the CEO. The live chat service never gets me anywhere or the hold time goes on for hours without hearing anything back.

I understand that it would be easier to go through the phone calls process and being transferred to the right place for the complaint, but the point is that VM asks how you prefer to be contacted and when selecting email, it just seems pointless. I have never been so stressed or upset with a company ever! I have always been able to solve issues. 

I forgot to mention that I have also complained through Resolver.

 

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emmyb1995
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Re: Has anyone actually ever heard back from the VM complaints department?

I forgot to mention, I have also used Resolver.

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wez
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Re: Has anyone actually ever heard back from the VM complaints department?

Complaints take up to 28 days to respond, sending multiple complaints won't help - and the resolver site can delay this further.

 

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emmyb1995
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Re: Has anyone actually ever heard back from the VM complaints department?

Thank you, do you mean that doing it through them can now delay the other complaints?

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wez
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Re: Has anyone actually ever heard back from the VM complaints department?

Multiple complaints regarding the same issue can delay the response.

You'll be best holing on to allow the original 28 days to run - unless its an urgent issue then call and escalate to a manager.

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Re: Has anyone actually ever heard back from the VM complaints department?

Hi emmyb1995,

 

Thanks for your post.

 

I'm sorry to hear that you haven't had a response regarding your complaint yet, and I can appreciate you're keen to know what is happening.

 

Can you tell me a little about what the complaint is regarding please so I know how best to help?

 

Thanks

 

Melissa 

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emmyb1995
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Re: Has anyone actually ever heard back from the VM complaints department?

Hi Melissa,

 

The issue is regarding my broadband billing, for being overcharged for one month (June) and I am trying to seek a partial refund to fix the issue. 

Regards

Emily

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Re: Has anyone actually ever heard back from the VM complaints department?

Thanks Emily.

 

I'll pop you a private message to see what I can do to help Smiley Happy

 

Thanks

 

Melissa 

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