please can someone offer some help from within VM?
A week ago I called to renegotiate my contract and got to agreement with the agent. But during call I got cut off... didn't get a call back sadly. So called in again and got through to various people who could see I had gone through the process but couldn't help me.
Then I get an email but it is for entirely the wrong amounts and terms
I tried calling again and just cannot get someone to help without having to go through the whole process again and taking ages on the phone giving me a right pain trying to do something which should be simple and should as the waiting voice over say give me the best customer experience
John. You may very well have done more for me in a few hours than it seems the whole of VM telephone customer services, which I am thankful for. However, I would still appreciate some form of apology from VM and perhaps some assurance that no other returning customers should deal with this stress again.
The same happened to me 2 days ago. The line went dead before the agent had reviewed the T&Cs with me and I had agreed yet a contract with the wrong date and price was issued which is illegal. I cancelled straight away since the contract was null and void on issue without customer agreement. Some staff training is in order. I've now sent a letter stating what I will sign up to else I walk.
Thanks for reaching out too us in our community, I am sorry to hear that the correct contract wasn't added, regrettably we are unable to change packages or add deals via our community, please text the issue you are having to 0753 305 1809 and a member of the team will pick this up, please note this is not an immediate response service and may take a while for a response, if you would like to raise an official complaint you can do this via our complaints code of practice .