as far as I can tell you still have not refunded the £40 installation charge that I saw on my first bill.
Im disputing that charge and the issue is soon to go to be escalated to the regulator . I complained through resolver and the complaint number is RES7088636. This gives the details why I do not accept the £40 charge.
i first raised the complaint through the VM website facility, and subsequent to that I did get a couple of phone calls from VM, but I actually wanted the complaint to be responded to in writing, which I think I requested on the web based form. There was no written confirmation or complaint reference number given as the initial contact was entirely web based through an online form.
Subsequently to that , I then raised the complaint on Resolver facility, and this is very useful as it keeps track of dates etc, and ensures everything is in writing. This was on 24 July 2019.
i received written confirmation from VM of the complaint on 2 September 2019.
So far , I’m impressed with the speed of the actual broadband service VM have provided and the speed of the initial set up .
I’m sure you must agree there does appear that the £40 installation charge is a hidden fee, and customers are not expecting it at all, as they are not told about it. From my research on the web, this seems to be the case.
i would therefore like VM to refund the £40, to fully resolve this complaint, nothing extra required above that.