Well, if they've treated it as a complaint, wait on the "resolution" they'll likely offer. Based on my own and other's experience, that's likely to be a hotch-potch of irrelevant codswallop from drop down menus, likely customised to the pidgin English that the offshore agents speak. You respond by rejecting the resolution, and asking for a deadlock letter, with the deadlock letter you then escalate the matter to the industry complaints adjudicator CISAS, asking for the contract to be cancelled, full backdated to the original request, with refund of any charges since, and compensation for the distress and severe inconvenience caused by the company's wilful incompetence. I'd suggest asking for £150 by way of compensation, based on the CISAS compensation guidance.
If the complaint partly addresses the matter (eg cancelled contract but not backdated, or some insulting £40 compensation offer) then you still do as above by rejecting and taking the matter to CISAS.
And regardless, do a simple summary complaint to Ofcom. Every single day we see people coming to the forum because VM are making it difficult to leave. That's an apparently deliberate breach of Ofcom's Fairness Commitments.
