I've just tried contacting the Mates Rates team after unsuccessfully getting the solution to my problem via customer services and retentions. I was given an email address to contact that bounced back. I didn't fancy another long phone wait, so have cunningly tried again with a dot between the 2 words. It hasn't seemed to have bounced back this time but wanted to know if this was correct. Can you please confirm the email address for me?
I just typed a long response but accidentally closed the page. I believe there should be notes on my account. [MOD EDIT: PERSONAL INFORMATION REMOVED] site ID 03.
A potted version... I left the company after 13 years. I received (dated 11 feb) a letter saying my "My Rates" deal would end and I can seamlessly move to a Mates Rates deal for £77. My package is coming to £91. So, I contacted Customer Retentions to resolve. They put me through to standard Customer Services before properly hearing me out. I knew C.S. would struggle getting me help and after we hit a wall, I got passed back to C.R. who tried to emulate the package in the letter. They couldn't, so suggested I email mates rates with the letter and my account details. Unfortunately I was given the wrong email address, email@example.com, as it bounced. I tried firstname.lastname@example.org. and have yet to receive any notification that they're received anything. I understand they may be short staffed with all that's going on. I've tried attaching the letter here and it's said the file is too big. Although aren't the deals that are sent out captured on the systems?
So essentially I need to get that package down to the price in the letter, or lower as we have used the TV service only a handful of times (maybe only twice!) in the last few years. I wonder if the codes were put on wrong during the package transition. I saw that I had a kids package on my account. We have no kids. It also says we're on 350Mb, it was 200Mb on the letter.
Even if all I get is confirmation on the mates rates email being correct that would be great.
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