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DocFrog
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Renewal Offer Cancelled After Accepting

I called VM CS just over a fortnight ago and was offered a renewal deal and told I could call back to confirm anytime before the renewal date (tomorrow). Called today and had everything reconfirmed. Five minutes later I received a call from CS to say they would not honour the offered deal as it should only have been available if I accepted on the day.
 
This was never mentioned at the time. The agent I spoke with today acknowledged the info/offer notes confirmed everything I had said but that her upline would not authorise the deal despite the error being entirely the fault of VM.
 
Twenty years as a customer and this is the shabby service I receive.
 
 
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Anonymous
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Message 2 of 8
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Re: Renewal Offer Cancelled After Accepting

retentions offers are one time offers. offers change all the time. what is offered now might not be in 30 minutes.
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DocFrog
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Re: Renewal Offer Cancelled After Accepting

So I was told today, eventually - as mentioned in my message. 

I should have been informed at the time and do not see why I should pay for their error.

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Natalie_L
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Re: Renewal Offer Cancelled After Accepting

Hi DocFrog, 

 

Thank you for reaching out to us here on the Community. 

 

We are very sorry to hear the deal was no longer available when contacting the team. 

 

Did the adviser run through some alternative offers with you on the call? 

 

Thanks 

 

 

Nat
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DocFrog
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Re: Renewal Offer Cancelled After Accepting

Hi Nat

Thank you for taking the time to reply.

Your rep advised me to call back after 48 hours (tomorrow). No reason given for this time-span, but said that "new offers" might be available.

As my contract expires today I remain very dissatisfied.

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Natalie_L
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Re: Renewal Offer Cancelled After Accepting

Thank you for your reply DocFrog. 

 

I appreciate this must be frustrating and I apologise for any disappointment caused. 

 

As we are unable to arrange package deals via the Forums, we would recommend giving the team a call as advised and discussing any new offers available. 

 

Please do keep us updated on how the call goes. 

 

Thanks 

 

 

Nat
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DocFrog
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Re: Renewal Offer Cancelled After Accepting

I called back after 24 hours.

Spoke to very helpful agent who understood the issue but was unable to offer me a suitable deal. He recommended  - and put me through to - disconnections.

I spoke with another very helpful fellow who arranged an even better deal than the one which had been retracted.

Happily accepted.

Kath_F
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Re: Renewal Offer Cancelled After Accepting

Hi DocFrog, 

Thanks so much for popping back and letting us know that you have been able to negotiate a new deal with the team. 

We're happy to have you on board with us for a little while longer.

If you have any further issues, pop back and let us know here.

Many thanks,

Kath_F
Forum Team



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