I have been on the same webchat since Dec 29th, it's now the 5th Jan., because VM has charged me for a call from a number that you have linked to my account, which is not my phone number.
My number is [REMOVED] - 10 digits. You have linked [REMOVED] to my account, the code is to a town 150 miles away.
I am still struggling for the chat person - the third in a row, to understand these are not the same numbers, and I have been charged for a call that is not from my home phone. I was not even at my home address at the time this was supposed to have been made, or on the days either side of it, and yet they cannot understand a simple complaint!
It seems almost impossible to get through, and they keep going away for anything from 15mins to over an hour after only minutes of conversation, leaving me waiting ages for their response.
Just a complete nightmare!
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For almost TWO YEARS now, I have been trying to get a WRONG phone number removed from my account. I have now spent over 60 hrs, on the phone, on webchat, on letters, etc., etc., and no further on than 22 months ago.
I have used every means possible, even writing to the Customer Services Director, a Karen Walker, several times, but to no avail.
My phone number is 10 digits long, as are many in the town I live.
Someone has put a '0' in the middle of the number, both changing the STD Area Code, and the number, the consequence of this is, my account has TWO different phone numbers attached to it, and the wrong one's STD code is for somewhere 150 miles away. It also means that if anyone from VM ever tried to contact me on this number, they wouldn't be phoning my correct phone number.
Other consequences of this is, calling 174 or 175 only reports a mis-dialling error, running a line test always reports an error - so it can't ever be checked, monthly bills are sent out with the wrong phone number attached to any additional charges above the standard fee.
Also, standard letters are sent out against online complaints, stating VM have tried to phone me, but they never have, not on the correct number, which I have impressed on all each time.
The Resolutions Care Team phone number just gives out a recorded message, saying 'we are now closed, call Mon - Fri 8:am - 6:pm - but the recorded message goes on all day, every day, so you can NEVER phone them, as it then cuts off after the message. This was before, during and after lockdown, so can't blame that.
No one - NO-ONE has ever taken hold of this issue and sorted it.....