Cancelling account - wow

[elfin101]

Writing this while I await an agent to cancel my account.

1. Called in to cancel, agent I spoke was asking invasive questions and when I stopped answering them and just asked him to cancel, he refused. Seriously. I asked multiple times and in the end I ended the call.

2. Tried the online chat. But for some reason it doesn't like me and started showing my messages as reversed text. Literally like : lenac ot tnaw I

3. So called back in and spoke to someone who cancelled things without an issue.

That first agent was basically what people on here encounter and give VM a bad name. Get the script changed: would you like to hear about deals we can offer yes or no. Yes. - go ahead and ask what is needed, No - do not ask and process the cancel. That should be all that is needed. 

Cancel call took around 30 minutes. Wonder how long it will be before retentions call.

[goslow]

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/cw_01275

[Carley_S]

Hi @elfin101 

Welcome back to the community forums 

So sorry to hear that our standards have slipped when contacting us to providing your 30 day disconnection notice. This is not something we like to hear. We pride ourselves on offering the best support possible so it disappoints us when this isn't given. We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.

[elfin101]

The saga continues...

Received a call to the home phone from VM. After calling I was told you would not call us, so it wasn't you. Well.. it was.

And as mentioned previously I have been unable to change the contact number for the account, and the agent I spoke to said they would change it to my mobile for me, so that's progress.

I'm guessing it was retentions, it it was then they have already tripped over the first hurdle, let's see if they again.

[Carley_S]

Our apologies @elfin101 The team will have updated your number as requested.

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[elfin101]

Really? Then can you explain yet another call to the home phone? I would like to speak to them, but not on the home phone.

[elfin101]

Oh and my contact number has still not been changed in account settings.

[Zach_R]

Hi @elfin101,

Have you tried changing your contact number via the online account yourself? In regards to call backs, you can also opt out of this via the online account, but the change isn't always immediate I'm afraid which is why you may still be getting calls so soon after your request.

Thanks,
 

[elfin101]

1. I cannot change it myself ( I even mentioned that in this thread), I have tried and tried and tried
2. I would like to speak to retentions, just not on the home phone.
3. Opt out? I can't even opt in online !!!

[Vikki_M]

Hi elfin101

Thanks for your response. 

I'll send you a private message now. 

Please look out for the envelope in the top right of the page and pop back to me when you can.