Thanks for your reply.
Initially, I was told the disconnection was due to an outstanding fee of £7.49. I didn’t know what this fee was for as I pay my bills by direct debit. Anyhow, I wanted the issue resolved and pay the fee but every time I tried, the amount would change to £77.49. Customer service advised it’s a glitch on your side and eventually I was able to settle the bill. However, customer service on the phone said that due to the system error he is unable to take the restrictions off and advised to call back the following day.
Since then I call every day and being told different things; sometimes the issue still appears to be with the bill, other times I’m told it’s due to the ‘fact’ that the new owners who will be moving in on 13/03 provided you with some sort of proof of address and therefore you disconnected us as you believed we no longer live here even if we do. You never called to check with us if we moved out and you were unable to tell me what proof of address the new owners sent as they do not yet live here.
Anyhow, all the different customer service representatives told us different things: we will reconnect you in 2 hours, 24 hours, 72 hours etc. And yesterday, to my surprise I was told to pay £25 reconnection fee! For something that you admitted was your fault.
Naturally I refused to pay this amount; the disconnection issue was not my fault, VM admitted this several times. Eventually I was told not to pay £25 and we will be reconnected in 24 hours. Of course this hasn’t happened!
And every time we call, the automated service say the disconnection is due to an unpaid bill. Then I wait to speak to someone, they do not seem to know what is going on, eventually they offer a solution that then comes to nothing.
I’m beyond frustrated so if you could help to sort this out, it would be much appreciated. Thank you