Incorrect bill

[Dan3008]

So having agreed to a renewal package at £36

Despite this I have now had a bill for £51
I've raised this with the complaints team, who have admitted liability but then told me that they wont offer a refund or do anything about it.

I've asked for a deadlock letter so I can take this matter to the ombudsman, and have been ignored for the last week. When I phone up, I get through to complaints to be hung up on.

Does anyone have any idea how I can escalate this further, as the ombudsman will not accept my complaint without a deadlock letter?

Thanks
Dan

[Martin_N]

Hi Dan3008,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about your package not being at the correct amount. 

How was your upgrade initially done? Was it by an agent or online?

Were you sent any confirmation of the £36 deal?

^Martin

[Dan3008]

Hi Martin

The upgrade was done online and I did receive confirmation and docs.

The complaints team have seen this and confirmed that it was a VM error, but that they are not willing to refund or compensate for the error.

I've asked for a deadlock so I can approach the ombudsman, but I've been ignored for the last week...

I work in a complaints team myself and I'd be in a disciplinary if I let a complaint go over a week without contact.

Thanks

Dan

[Martin_N]

Thank you for that information. I am happy to take a look into this for you. 

I will private message you now to confirm your details. 

^Martin

[japitts]

Hard to comment further without knowing both sides, but...

---

@Dan3008 wrote:

The complaints team have seen this and confirmed that it was a VM error, but that they are not willing to refund or compensate for the error.

---

Have they confirmed this in writing? Or only verbally? If it's in writing, you've likely got a slam-dunk Ombudsman win once you're past the 8week timeout. If it's verbal, I'd be putting in a DSAR now which I believe may include call recordings.

Hopefully the forum staff can rectify this with a lot less hassle for you.

[Dan3008]

Both in writing and verbally so I know I'm onto a win with the ombudsman.

I do need a dsar now because the lady I just spoke to on the cancellation team refuses to let me cancel. So I'll need to add that to my complaint and get ready for the ombudsman 

[japitts]

Although if you have proof of the £36 offer, surely the best outcome would be for you to get that offer and re-contract?

[Dan3008]

I can't even get the £36 offer anymore because it's not on the website and everyone is refusing to help with that.

If I was a new customer I could get this package for £26.50. but because I'm an existing customer they won't even let me have the package they agreed to anymore once my complaint is resolved I will be looking to switch providers