Hi Megan, I can confirm the following
1. My mother queried her bill and asked me to call VM
2. Didn’t have her account specific security answers so your advisor couldn’t help. When I asked what happens in this situation and surely there are client specific questions he could potentially ask he said he would post out a password and for us to call back but nothing was received. I said I couldn’t call back So asked if he could ask anything else so he asked for her name of her bundle, what broadband speed she had, amount of last bill, her sort code and her bank account number, all of which I managed to eventually answer.
3. He told me what she was paying for so I said she didn’t ask to have movies, he reckons she must have agreed to have them ! He said she had the tv package and was in contract, he said she must have called VM to have that package I said no way would she have done that and for him to prove it, he said he would send something in the post, again nothing received. His rudeness and arrogance made me write a complaint Which was responded by you writing to my mother and calling her Several times And texting her !
4. your latest letter is ridiculous, how have you performed a thorough investigation when you have provided us with no proof of contracts and no breakdown of what she is paying for and even why she is paying for anything than what she wants. Your letter suggests I call your number to discuss the power of attorney, I tried calling and there was over an hours waiting time and what has that got to do with you taking too much money from her bank.
All we want is For VM to remove movies and provide evidence my 92 year old mother hooked up with you to supply a Tv package that has created a contract. My mother also wants VM to stop calling her, she had over 12 calls from you in a matter of a couple of days and it is causing her distress. All she wants is her landline and broadband NOTHING ELSE.
we still don’t have a password to look on her account so need a username and password sent to her.
I will further raise this complaint if this is not resolved. Her complaint reference is COM104253851