Hi Matt
Back in Feb got an early renewal offer email saying keep all same services/package for £3 more a month if you renew now for 18 months and no price rise until April 25 - jumped at the chance as we had one of the top packages so good renewal price, was paying £64 so now £67, Did it all online, got things through and 2 days later noticed that lost Netflix. Got onto chat and tried to sort out and when looking at what had been done, the renewal hadn't been done properly and looking at the pre-contract all services were the same apart from TV had moved from Maxit to Mega and no netflix. Spoke with agent and she agreed the email offer I got said all package was same, added netflix and said it was VM error and would get a rolling credit of 10.99 for 18 months, also package was wrong and priced at £69 so added another £2 rolling credit. Actual contract had not been extended so expired in may but all discounts added for 18 month until Aug 25 - works in my favour as means I get all the package discounts but can leave with 30 days notice and no contact buy out - something I am now considering.
Here comes the issues, despite all this being on chat (whch I also have kept a copy) the last 2 bills have been cocked up, extra charges added, no credits added which were agreed by VM, back on chat again to sort out. Told it was sorted and bill adjusted and DD collected at the amount I was told VM had changed the bill to so thought was all done, nope. Next bill says I have underpaid by 10.99 and wondering how seeing as VM collect the DD and determine the amount. More chats and phone calls to be told what I have been telling them is all wrong (quite rudely and not understanding) so I thought the only way to get this sorted was raise a complaint.
Did it as per VM guidance and it was shut down and marked as closed within 48 hours with no response. I thought i would let this go but been bugging me so got back on chat only for adviser to keep trying to get me to renew my contract - which I had already done, and then passed me to retentions.
Retentionons stated that the credits on the account for Netflix is not correct and as its not in the pre-contract wont cover this, best price is £86 if I renew contract. I agree this is a good price but not when VM offered me everything for £67 - its been a total farce and mess since Feb and can not get anyone to actually tell me whats happened and why. Also why offer me 'the same package' if not being given 'the same package'. Frustration got the better of me and raised another complaint and lo and behold, closed with no response.
This is the short version!!!
