Thanks for responding. I will follow your private message instructions, however since you have brought up a few points I want to continue this public conversation as well for the benefit of anyone else who finds themselves in my situation.
You said: When raising a complaint for issues to do with package changes or bill corrections, we do need to speak with you so the teams usually try calling and if they don't get an answer then they would send an email asking you to call in. From that point you have 28 days otherwise the complaint closes automatically. If there is more than one complaint open at a time for the same thing, then the latest raised would then be closed as a duplicate.
1. Several complaints were closed within 24 hours. I have never been called on my preferred number, I have never been sent an email apart from the automated complaint closed email. When the complaint is raised with an operator over the phone - how can the complaint closure process be "asked customer to call"? These complaints are not following the process you describe. Your team needs to know this.
2. Each of my complaints was closed without contact, they were closed and then they were removed entirely from my record. How do I know? Because I resorted to taking screen shots of every complaint logged - then the screenshots of them being closed - then the screen shots of them just 'disappearing'. In fact several complaints were logged, closed and removed entirely within a week.
You said: When you take a Volt package which comes with a new SIM card from O2, the billing is split. This is usually made clear in your contract on separate pages as there is one for your VM services and one for your O2 service. This will be why you're being billed £12 for your O2 services.
I am absolutely aware of the different contracts and prices. However you present the information, the original order was VM £38 and O2 £12 totalling £50. In the new contract the total of £56 was made up of VM £44 and O2 £12. The total even without any discount is £56. In the transcript of my call the operator does not mention the total - they simply state that they can change my order to 1000mps for £4 more with a £2 discount as a gesture of goodwill, so VM £42 and O2 £12 totalling £54. Why am I being charged £62 for VM and £12 for O2 totalling £74?
I need your team to understand just how badly your complaints team are handling the process. I need to give you a chance to correct not just my complaint - but the handling of all complaints that have this level of seriousness. I have spent over 20 hours researching, calling and transcribing calls and chat messages because your complaints team are not doing what they are obliged to do.