Hi Molly, thanks for your response. It's been a long week, being on and off the phone again every few days.
I know how to get through to Retentions but getting the UK is a different matter.
I finally got my package right last week, but the person I spoke to forgot to ring me back to book an engineer appointment to replace my tv boxes, so now here we go again...
Got an engineer appointment booked so everything looked ok, until the "thanks for making those changes" email. I didn't make any changes, then later a new contract appeared on my online VM account with a different price, same package.
I finally managed to get a retentions agent in the UK after much insistence that I wanted to speak to a manager, and supposedly getting put through to one! However, the agent, who is new and was told I had asked for a package around £54??!!, has been wonderful, putting my account through for higher action with the assistance of her manager who has told this will take up to 72hrs to review, including listening to my phone calls, and ringing me back this morning As I have been dealing with this for 4wks I don't mind waiting. At least I won't have the stress of speaking to agents in India/Philipines who don't understand/write lies on my notes/change my package without consent and put me through to the wrong departments while I wait.
Hopefully my package will be sorted at the correct price and the engineer will still arrive on the 7th Nov. Note; long waiting times for engineers to replace TV boxes, but next day appointments for an engineer to come in to fix a fault!!
