I've been a customer with VM for years and never had an issue, however as my current contact came to its end I followed the VM emails to select a new package.
On the 13th February I was offered an amazing deal and accepted the offer to stay with VM for another 18months, I immediately received an email confirmation from VM saying the new package would commence on the 16th Feb.. however on the 22nd February I received an invoice for an amount larger than my old package and far larger than my new package , so I contacted VM.. after being given the runaround for hours I eventually was informed that as the package was 'online' it would not show on my account for another two weeks but I would receive my new contract within the 2 weeks and the invoice would be sorted. I took screen shots of the chat and left it at that. However in March I received an even higher invoice, almost 4x larger than the new contract, I contacted VM who now refuse to give me the package which was offered even though I have a confirmation email with a start date together with screenshots of a VM customer services staff saying I will receive my new contract for the new package within 2 weeks..
I have since been on VM chats, calls and so on for over 21hrs but they simply refuse to honour the deal that they offered and I accepted. I'm struggling getting VM to say the words deadlocked but have said that it's not possible to match the online deal to settle the complaint... I had asked the VM staff member to escalate the complaint on the 22nd Feb which I have screenshots of, but unfortunately she never even opened a complaint never mind escalating it..
Looking for advice on whether the Ombudsman would take the complaint date from when I asked VM to escalate the complaint or whether I'd need to take the date in March when VM actually bothered to list my complaint as a complaint.
I understand that I need to wait 8 weeks from the complaint date, but would that be from when I asked it to be escalated or when VM eventually logged the complaint?
