Good day all,
Sorry if this is in the wrong section but I'm looking for some advice. I signed up with VM for broadband-only on the M350 deal at £33 per month I live is a two bed terrace house 2 rooms in my house had solid WiFi connection with the remainder of the house getting between 25-50mbs max but the main bedroom could not even stream a video.
I called VM and informed them I was unhappy at the speeds I was receiving and was likely to cancel per the 14-day cool off period. The customer service agent advised me that I could buy a Wifi expander but informed him I'm not willing to pay extra.
To which he responded I could get a wifi booster for free if I was on the next package up the M500 Volt package. Again I responded we are not willing to pay extra. He went away and checked with his supervisor and advised he could boost our package at the same cost as our current deal £33 a month.
I since received an email stating my bill will increase to £56 a month.... another to VM I was informed this is correct and they cannot switch me back to the M350 deal as this was a new customer introductory offer this happened on the same day as the switch btw first call was in the morning, the second call at 4pm same day!
I explained this is not what was agreed this morning and I wish to cancel I was told the agent had simply upgraded my package and as such this has no cool-off period.
The conversation goes on for 1 hour mainly me being put on hold and then re-explaining what happened on the morning call, I was then told I would receive a permanent credit on my account of £22 pounds to honour my original deal price as the first customer service agent had made many mistakes and misinformed me.
This has not happened the cut-off date for this was yesterday! Before I was time calling the call centre who clearly have no authority to action these changes is there anyone I can contact in the UK who can deal with this. I'm concerned that the information has not been correctly logged on my account and apparently they have no facility to listen to the record phone calls which would clearly prove what happened.
I'm at the point where I might just lose the £109 (first two months' bill at an inflated price) just to be able to cancel.
