Can't login to account after moving

[Chez92]

Hi,

I finally got my VM installed a couple of weeks ago after ordering it in November and have now lost access to my online account so can't view my bills or confirm that I'm receiving the correct amount of compensation.

During the move I changed the e-mail address on my original account registered at the old address so I could create a new account with the original e-mail address which worked fine and I was able to login and view appointments etc. but now it's as if my account doesn't exist. I can open the app and it will tell me my latest bill value but obviously if you try and drill deeper it redirects you to the site where it just says my password is incorrect; if I try the forgot password route it says my e-mail doesn't exist.

Would be great if somebody could PM me to get this sorted

[Carley_S]

Hi @Chez92 

Welcome back to the community forums. 

Sorry to hear you've not been able to access your online account. Do you now if you did a move and transfer for both your service and online account? 

If so, then your older accounts log in information will take over the account and any 'new' online account created for the new service account will be removed. Are you able to log in at all with your older log in details? 

[Chez92]

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@Carley_S wrote:

Hi @Chez92 

Welcome back to the community forums. 

Sorry to hear you've not been able to access your online account. Do you now if you did a move and transfer for both your service and online account? 

If so, then your older accounts log in information will take over the account and any 'new' online account created for the new service account will be removed. Are you able to log in at all with your older log in details? 

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Hi Carley,

Thanks for getting in touch, I've now been able to log in to my old account and it seems to be linked up to my new address. The funny part is the only credit I can see is the below when it should be £525.00 in total for every day late and then 1x £26.24 for the first missed appointment when I wasn't notified until the night before. As you can see there's only £59.99 and the missed appointment so where's my other 400 odd quid?

If you're going to reply with anything other than "Yes that's correct I'll apply the credit now" then please get it done as quickly as possible then I can take it to the ombudsman and get even more for the stress you've put me through.

Edit - I'd also like you to link my old complaint with this new account so I can check on the progress of it, evidently it didn't get anywhere. Reference: C-1901231461

[Akua_A]

Sorry to hear you are unhappy with the credits given on the account @Chez92 

To best review this, I have sent you a private message. Please look out for the purple envelope and provide a response when you can. 

Thanks,

[Chez92]

Just to update anybody else who's interested in what they've offered - an additional £130 on top of the £86.23 they've given me. I do find it funny how it's a legal obligation but they're trying to negotiate when they know I have all of the evidence required to go to the ombudsman and get the full amount + whatever they deem acceptable for the stress this whole debacle has caused me.

[goslow]

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@Chez92 wrote:

Just to update anybody else who's interested in what they've offered - an additional £130 on top of the £86.23 they've given me. I do find it funny how it's a legal obligation but they're trying to negotiate when they know I have all of the evidence required to go to the ombudsman and get the full amount + whatever they deem acceptable for the stress this whole debacle has caused me.

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If you have complained to VM (and got nowhere) and the 8 weeks since your complaint has elapsed (or you have a deadlock letter) then just push your complaint onwards to Ombudsman Services.

[Akua_A]

Hi @Chez92 

We have raised an auto-compensation review with the relevant team to get this looked into. As soon as we get a resolution from our team, we will be back in contact. Please bear with us in the meantime.

Thanks,

[Chez92]

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@goslow wrote:

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@Chez92 wrote:

Just to update anybody else who's interested in what they've offered - an additional £130 on top of the £86.23 they've given me. I do find it funny how it's a legal obligation but they're trying to negotiate when they know I have all of the evidence required to go to the ombudsman and get the full amount + whatever they deem acceptable for the stress this whole debacle has caused me.

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If you have complained to VM (and got nowhere) and the 8 weeks since your complaint has elapsed (or you have a deadlock letter) then just push your complaint onwards to Ombudsman Services.

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I did have a complaint a while back but I've got nothing more than a reference number because it's not linked up to my online account so I've no idea what the outcome is, last I know was somebody from the complaints team called me and we had a bit of a discussion around the compensation but agreed to leave it until the installation had been completed. I'll have to check when it was raised and see if I can find out whether it's been closed, if not I'll just wait however long I have to for this new complaint and take it from there, I'm in no rush but I'll get my money!

[Akua_A]

@Chez92 No problem at all. They will aim to get back to you as soon as possible to discuss your case

Thanks,

[Chez92]

Just wanted to post this resolution that VM have offered as it's actually farcical, obviously I'll be taking this to the ombudsman, amazingly the fact you've told your agents to answer calls faster isn't a resolution I'm going to accept 🤣

Thanks for your help with this Akua