This whole sorry tale is a classic example of the difference (albeit a subtle one) between having a ‘policy’ and having a ‘procedure’ for a situation. And anyone else who happens to do this sort of stuff for a living will understand the difference!
VM probably, actually yes they do, have a policy which states that something along the lines of ‘everyone who is being migrated to the 21 CV system will be notified multiple times by letter, post, carrier pigeon, smoke signals, whatever, at least x weeks prior to the work being done'
All fine, but the ‘procedure’ is the method of making sure that this is actually carried out, and works, and if it doesn’t work then fix the issue and move on.
Now Alex’s response above; "We would send out communications prior to the switchover happening, this would also give time for the adapter to be sent to you.” is quoting policy, this is what should happen, and we blindly assume that it did, but did it actually happen in your case, well who can tell? Was there a failure of procedure?
You certainly aren’t the first to make a similar claim, so maybe, just maybe, the VM procedures need a bit of attention?
