Contact for a update on complaint - Forum team help
Back in November I called the retentions team to upgrade an add on that was due to expire. (I was told last year to do this to renew the discount)
I agreed with a renewal of my add on with a discount and that was that. I didn't know however that the agent renewed every aspect of my contract with VM (BB, TV, Phone) for another year, nor was I advised that the whole contract would renew. Now as far as I know I would have had to be read a statement before agreeing to a new contract and this was not done either.
Subsequently I raised a complaint for the call the be listened to. VM advised I would get a call within 5 working days with an outcome. A month later I received a call (unfortunately due to the time of the call I was unable to answer). The agent left a voicemail advised they have come to a resolution and all I had to do was to call in and "any agent would be able to read the notes on the account".
I have been trying most days to get through to retentions as any other agent I get through to automatically transfers me to retentions as they "cannot read the notes". I have been trying and trying to get through to someone but the wait is ridiculous.
Can someone from the forum team get back to me on this please? Many thanks