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REEFY
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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 

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Paul_DN
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Re: Contact for a update on complaint - Forum team help

Hi REEFY,

 

Thank you for reaching out to us in our community and welcome back, I am sorry to hear you still haven't the issue with your contract resolved.

 

I would like to invite you into a private chat so I can assist you, I will send you an invite shortly, please click on the purple envelope to accept.

 

Kind regards

 

Paul.

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REEFY
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Re: Contact for a update on complaint - Forum team help

Hello is there any chance anyone could help me with regards to my contract with virgin and new customer details that existing customers cannot get

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Hollie_B
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Re: Contact for a update on complaint - Forum team help

Hi there @REEFY 

 

Thanks for your post. Sorry to hear you're unhappy with your current bill at the moment. Do you mean that you have seen a new customer offer that you want to take? As with all customer deals the first deal you take with us will have a welcome discount. Prices then revert back to standard costs, depending on what bundle you are on. 

 

If you wish to discuss a package change please message the team on +44753 305 1809 and they will be happy to help you. 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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REEFY
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Re: Contact for a update on complaint - Forum team help

Hi Hollie
I have seen a customer offer (Black Friday) on your website.

I am out of contract but they advise me they can't give me the same deal or match any offer as they are unable to take off a "lifetime discount" on my account which is a little bit strange as i have never been told i have a lifetime discount on the account.

The new customer offer is for 18months and i told the VM rep i dont mind being tied in i also dont mind paying a tiny but more but they said they cant remove the discount on my account but if i am out of contract then why is this the case

I could save £12 a month with the offer you are advertising yet VM want me to pay £58 a month for 18 months when the website shows i can get exactly the same for 45.99 for 18 months ...what gives?

Please can you help, been a customer for over 28 years

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REEFY
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Re: Contact for a update on complaint - Forum team help

Also failed a promised call back from a manager today. Was advised yesterday I'd get a call within 24 hours. Someone's telling porkies. 

😞

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Lee_R
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Re: Contact for a update on complaint - Forum team help

Sorry @REEFY

Which dept was supposed to be calling back?

Regards


Lee

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REEFY
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Re: Contact for a update on complaint - Forum team help

Retentions manager

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Lee_R
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Re: Contact for a update on complaint - Forum team help

I would like to look into this a little more on your behalf Reefy.  To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee

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