In November I signed up to a package that was offered to me by VM. When I queried the delay in upgrade I was advised that the package was no longer available and in fact it was a mistake by VM. After much discussion and negotiation I was offered an upgrade at additional cost and by way of compensation I was offered a £50 credit on my account. I have a copy of the relevant text transcript making this promise.
In December I started paying for the upgrade but to date my account is not showing the £50 credit.
I have taken this up with the Resolutions Team at VM ( Complaint ref C -1012202206 ) and they have advise as follows, quote
'In regard to the £50 credit, please consult our billing team and the same will be honored and adjusted with the bills for you'
I have viewed my bills and there is still no credit listed.
I have rang the billing team and there is a 2 hour wait as they are short staffed and they are referring me to their website where I can find no option to put in another complaint.
I don't know what to do now as I am in a Virgin Media spiral.
How can I resolve this matter.
I feel that I was a victim of circumstances and I was happy with my original package but the £50 credit offer was a sweetener.
Thanks for using the forums to get this issue with your bills and credit looked into, I am sorry if this has been causing some frustration. We would not normally deal with packages here on the forums but as its part of a complaint I would be more than happy to look into this for you.
First of all can I just ask if you were able to contact the billing team since you last posted?
Also, around what date did you agree to this offer of £50 with your package change?
Your package is all okay, it's just this elusive £50 that you're chasing isn't it?