Promised an email re leaving/retention

[Mrbunker]

Hi,

We were promised an email after a prolonged online chat led me nowhere about leaving and an almighty price hike in our monthly package. This email was supposed to be from cancellations/retentions regarding keeping us as customers.

Nearly 2 weeks later and we’ve still had nothing and the online chats take us nowhere too. 

It’s awfully frustrating as we’d prefer to not leave for the obvious competitor but it’s seemingly increasingly like we’ll have to. 

Have spent endless hours not getting through on the phone so really out of any patience with that option!

Any wise ideas here would be much appreciated.

Thanks!

[bhaskarsamani]

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@Mrbunker wrote:

Hi,

We were promised an email after a prolonged online chat led me nowhere about leaving and an almighty price hike in our monthly package. This email was supposed to be from cancellations/retentions regarding keeping us as customers.

Nearly 2 weeks later and we’ve still had nothing and the online chats take us nowhere too. 

It’s awfully frustrating as we’d prefer to not leave for the obvious competitor but it’s seemingly increasingly like we’ll have to. 

Have spent endless hours not getting through on the phone so really out of any patience with that option!

Any wise ideas here would be much appreciated.

Thanks!

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 as we’d prefer to not leave for the obvious competitor

use the leaving us option when you call them

before you do that, see what price you can get when you shop around

if you can, call in the morning 

[Mrbunker]

Hi there,

Thanks for that, have tried so much to get through and in the one and only time I got to speak to someone they promised me they’d email an offer. Which they haven’t! 

[bhaskarsamani]

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@Mrbunker wrote:

Hi there,

Thanks for that, have tried so much to get through and in the one and only time I got to speak to someone they promised me they’d email an offer. Which they haven’t! 

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if they think you will not leave, they won't give you a good offer 

shop around and see if you can get a better price, tell them you found a better price and then cancel your contract that is going to end, thats the only way for you to get a better price 

[BobM111]

Might be a stupid question, but did you look your spam/junk folder or deleted folder?  I've found the odd email there sometimes. I too am looking for a deal as contract finishes 5th October, but don't hold much hope.

[Mrbunker]

Hi, no, not a stupid question at all but yes did look there to no avail also. Things have gone far further awry since then anyhow……..

[Mrbunker]

Well,

Further to my post re retentions getting back to me, life just got a whole lot more complex. Spent another 2.5 hours on WhatsApp last night to try and resolve the renewal of our contract (as we know loyalty counts for naught with VM) and after a lot of to and fro was offered a price only a few pounds in excess of our current monthly one for what I was assured would be exactly the same services. After receiving the pre-contract information for this I asked them to go ahead. It took 30 minutes of silence to do this after which a new pre-contract information arrived where the price had gone up a further £10 over that which was quoted to us and, to add insult to injury, had not given us the services we currently have. 

By this time, no surprise, the whatsapp chat was closed. Then, on going into our online account, there was an option to renew our existing contract (no changes to service whatsoever) for nearly £10 less than the price quoted by the WhatsApp agent (and nearly £20 less than the one they sent through on pre-contract). So I’ve ordered this and had an email saying it’s been ordered.

Except, of course, this is VM, so it hasn’t. Despite getting an order through, after about 20 minutes it’s available again to re-order on my account and there’s no evidence online that it’s been accepted. So as is seemingly the way now, we have potentially 3 different prices (and contracts in play) and nobody who seems to know or have the will how to sort.

Submitted a complaint form as well and now resigned to not having the phone answered for hours in vain pursuit of a resolution. I cannot say how dispiriting VM customer service is and in this instance, I almost feel lied to, frankly, as the whatsapp agent didn’t let me know about the existing renewal offer in the online account.

Grr.

[Molly_T]

Hi Mrbunker 👋 Welcome to the community! Thanks for posting. 
Sorry to hear about your experience in trying to explore new contract options for you or get a disconnection processed! This is not the type of service we aim to provide.

Were you offered a specific deal on the phone that the team advised they were sending over by email? 

I'd like to investigate what happened here so we can raise any appropriate internal feedback, and help get things sorted. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞