I recently moved and had to end my VM service arrangement. I spent two and a half tortuous hours on the phone trying to close my account and eventually reached someone who was able to do this. They informed me that I would receive a cheque for about thirty pounds. I was, therefore, surprised to subsequently receive a bill asking me to pay £26.33.
I phoned VM again (and again) a week ago to resolve this. I was offered multiple explanations, some contradictory, but at the end of it I was assured that some cancellation charges would be removed and I would end up a receiving a somewhat smaller payment. In addition, I would receive a new bill reflecting this in 7 days time.
At this point I had been on the phone with VM for four and half hours. I had spoken to numerous different people there.
7 days elapsed and (surprise, surprise!) no revised close of account bill appeared in my inbox. So I phoned VM again. After about 25 minutes I reached someone who subsequently went silent for another 25 minutes or so and then the call was terminated.
Five hours and twenty minutes of phoning VM and still no end to this. I feel that I’m more or less at the limits of what can be done on the phone and that’s why I’m posting here.
I phoned up yet again end of last week and spoke to someone else. They informed me I did need to pay £26.33 and, therefore, 3 CS agents that had told me previously I did not have to pay it were wrong. I was a bit sceptical about this. How could I be sure that all the previous people were wrong rather than just this last person being wrong?
However, I was offered a £20 credit, which I agreed to accept. Due to a problem with the computer system this wouldn’t be applied immediately. A time of 24 hours was mentioned. Concerned that I did not have this in writing, I asked for an email confirmation of the credit, but the email I received contained no confirmation, only information on, e.g., how to download an app.
I waited 24 hours and there was nothing to indicate that anything had been done. The previous bill had seemingly not been amended. I phoned up again on Saturday and was told that there was a note saying action was required and it was waiting for a manager’s attention. So I waited another 48 hours and, again, no indication of any action. I was supposed to have been contacted by now, but that hasn’t happened.
I can’t help but wonder why this is proving so difficult to resolve.