I feel like after a total of more than 2 hours on the phone to your customer service retentions dept on saturday 12 march and monday 14 march although they understand my query. They dont actually want to resolve it. On saturday ive been given the run around and the advisor decided to raise a complaint on my behalf whichhas been open and resolved your end but hadnt actually been resolved so just another total waste of a week. It doesnt even really state what the complaint was and what your resolution if any actually was. ?? ( complaint Ref C-120322276)
My bill has increased by £10 a month.
My issue is all i want is for you to honour the contract you sold me in april 2021. Your advisors notes also state this will be in place until the full 18 months contract. Something you are not honouring. I should be paying £37.50 but you are now taking £47.50. The last conversation on monday 14 march 2022, i was told dont worry this would be resolved but to date only £8.59 has been credited (on the saturday). I really hope only £37.50 is taken from my direct debit this month.
I really am in tears over all the lies i keep getting from your advisors and their false promises. I only lost my husband to covid last year and was initially cancelling all services as i couldnt really afford all the extra expenses. But then kept your services. I feel it was a big mistake now. Your not even correcting the issues when you can see i am right. I keep getting promises, which dont get actioned.
If your staff do not apply the correct discounts thats not something i should need to worry about the fact of the matter is my price was confirmed and quoted for my existing package for the FULL 18 MONTHS and should stay at £37.50 the price i was quoted and confirmed on 2 calls you qlso have notes dating back in april 2021.
Im getring fed up of having to repeat my billing issues with every advisor and am actually getrimg very frustrated now.
Your customer service on saturday also decided it was easier just to raise a basic complaint about my bill which you have closed saying it has been resolved. When in fact it HAS NOT been resolved. I want this resolved.
I spoke to stephanie on Monday who also agreed and spoke to a manager and promised she was sending the credit amounts to her manager who would apply the correct credits, and to date these have still not been applied.
I want confirmation by email that the £10 has been applied onto my account within 7 days.
My next direct debit is due on 28 mar 2022 and i only want the correct £37.50 to be taken out, and further direct debits should only be £37.50 which is the correct amount.
An email comfirmatiom that this has been actioned within the next 7 days.