I've had an ongoing problem with billing and other items for 16 months. Every time I spoke to someone on the phone, they made it worse. In February I raised a complaint (postal). The action you took resolved nothing. I complained about the handling of the complaint!
Hi CLARISSA17, could I politely offer some firm advice? Stop messing around with VM's intentionally amateurish complaints handling, and speak to CISAS, the industry complaints adjudicator. Ask them to help you raise a complaint with them to sort the mess out and to order VM to pay compensation for the poor account management, the persistence of the problem despite every chance to resolve it, and compensation for failing to handle the complaint in any competent manner. I'd suggest you're due several hundred pounds in compensation, plus the refund of any incorrectly billed amounts, and I strongly recommend not waiting on, or engaging with VM any more - they've had many almost a year and a half, and two formal complaints, they've had every chance to resolve this, they have CHOSEN not to, and you are being taken for a mug.
Sometimes, the mere mention of CISAS galvanises VM to get off their lardy posterior and do something, in that case make sure that any offer you accept from VM (if you don't involve CISAS) includes backdated correction of billing, and significant compensation for their disgraceful ineptitude - personally I'd hold out for at least £400. If you do take the complaint to CISAS, it's important to include any instances of broken promises to fix, rudeness, long waits or disconnected calls, or any circumstances of vulnerability or special need that applies to you.
