Hey Emily,
I never received an email, just a text message trail from the Retensions sales guy "Michael". I have the message trail and his mobile number which he called me from too. See attached. I initially reached out querying the change in the contract which he said would take some time to update. When my services were unexpectedly disconnected on Saturday, Michael went AWOL and stopped answering my calls, texts, even after I left a voicemail. From what I gathered after being on the queue to Virgin for 3 hours, was that he didn't leave anything in the "notes" section for the other teams to follow up with so this is all I have. I have his mobile number which was used to contact me and can share that privately if Virgin staff would like it. This is a great example of irresponsible account management, someone with a total disregard for paying customers needs. My mother still doesn't have any internet, the last texts were send on Saturday and still no response.
Initially reached back out to him querying the contract
He said the system was just taking a while to update
Just went AWOL on me, stopped answering my calls, didnt care that our services were disconnected unexpectedly. I have this gentleman's number. Complete disregard as an account manager.