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Missing credit on account

ChrisFD2
Dialled in

‎16-01-2024 10:48 - edited ‎16-01-2024 10:51

Hello team,

I had to contact VM to clean up a messy physical install. They said on the phone there would be a £25 charge, I questioned this and the agent said it would be waived.

The engineer came out and cleaned it all up, and apologised for the poor standard of work on the original install (I wasn't home originally to check it).

When the next bill came, there was a £25 call out charge on the bill. Via WhatsApp I spoke to an agent and they said it would be credited when the next bill is generated. 

When the next bill came, there was no credit on the bill. Via WhatsApp I spoke to an agent and they said it would be credited when the next bill is generated. 

The next bill came and still no credit. I have since spoken to another agent and they again said it would be credited. I even got an email in December to say there would be a credit applied to my account.

Can someone look into it please as I don't want to be contacting VM customer support every month and waiting for hours upon hours before someone answers, only to be continuously lied to.

Thanks.

 

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1 REPLY 1

David_Bn
Forum Team
Forum Team

on ‎16-01-2024 13:14

Thanks for reaching out to us @ChrisFD2, and welcome back to our Community Forums!

Sorry to hear of the errors with the billing on your account, in relation to £25.00 call out charge.

Check out the envelope in the top right hand corner for a private message from me, and I'll be best placed to look into this further for you.

Thanks,

David_Bn

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