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How hard can it be to cancel something that you have never signed up for?

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Let me start by saying this is the worst customer service to ever exist.

I have been with VM since September 2023. I have never had paper bills activated on my account; I have never signed up for them or requested them. From September 2023 to April 2024, I had no paper bill charges. Unfortunately, in April, I had to contact your horrible customer service team for another issue, and the agent informed me that I have paper bills activated. Keep in mind I have never had them before, nor did I activate them myself. The agent then asked me, "Do you want these removed?" Yes, I want them removed. 

Guess what happened? May 2024 bill—paper charge. I contacted support and was reassured that this would be removed, and the agent sent one of their pre-written apologetic messages. Then a credit for this was added to my account. I have never managed to see this credit actually on my account—I only have the email for it. 

Then guess what happened? June rolls around—ANOTHER PAPER BILL CHARGE. I contacted the horrible team again on the 5th of May 2024. Soumi sent me another apologetic message saying that in fact, it was not canceled the last time but it now should be, and I will have extra credit added to my account. Soumi unfortunately didn't manage to answer any of my questions properly, such as why the previous credit was not added, why I couldn't see it on my account, and why this issue had not been resolved the previous couple of times. Also, apparently, Soumi was not able to send me an email confirmation that there is credit on my account. However, that person sent me at least five messages assuring me that this has now been resolved. 

Guess what? Today, 7th of June, I checked again with them, and you would not believe it—Akhila has informed me that I STILL HAVE PAPER CHARGES, and I am currently on the chat with that person to see if this can finally get resolved, even though I doubt it. 

Let's not talk about the fact that you cannot speak to a human because the number I'm advised to call asks me to confirm if this is my postcode. Once I confirm, it redirects me to a menu with 1-4 options and then sends me text messages with links. 

This is the most ridiculous customer service. These people are beyond incompetent.


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I have the same issue at the moment. I have never signed up for a paper bill and they have put one on my account and I cannot take it off. 

They are truly horrible.


[MOD EDIT: Post split to create own thread]

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I hope you are well. Any idea how to get rid off the paper bills ? 

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I've been trying to get off paper bills with no success so far. Could you help?

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Hi, I've been trying to get off paper bills with no success so far. Could you help?

There's a curious rash of unsolicited paper billing. 

Raise a formal complaint with a view to escalating to Ombudsman Services as required





Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Hi DDR2,

Thank you for your post and welcome to the community. 

We're very sorry for any issue you've had in coming off paper bills. 

We can certainly look to help with this. 

I will private message you now to confirm your details.