WAITING FOR REFUND

[gerrywhite1]

My VM broadband contract finished in early July and my monthly bill was due to increase substantially. So I took out a new VM contract at a significant reduction which included a landline and O2 Sim card.

I noticed my bills hadn't reduced and when I objected via webchat was told the reduced payments would not start until the land line was initiated which (through no fault of mine) didn't happen until mid August when the payments reduced. 

The contract (including the reduced payment) clearly shows as starting on the July date and there is no reference in the contract to it not starting until the land line is initiated

I objected to the extra cost and after some lengthy exchanges on web chat got to the resolutions team who offered on 12th October to refund me 1 month of the extra cost. I confirmed this was acceptable but heard nothing further from them.

Case management then emailed me on 24th October with this same offer saying to reply to the email which I did on the same day, accepting it again. Still no response.

I raised the problem through webchat and got nowhere, perhaps you guys can help?

My latest bill has arrived today and shows no credit for this refund

[Adri_G · Accepted solution]

Hi, gerrywhite1.
Thank you for taking the time to post on our help forums for the first time, a warm welcome! 
We're glad to see you've joined the VM community.

Sorry to hear of the ongoing issues with your bills and that you've not received a refund as promised, we'd love to see how we can best assist with this.
To have a closer look I will need to send you a PM here soon.

Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

[gerrywhite1]

Adri completely solved my problem

Thanks again

[Vikki_M]

Hi gerrywhite1,

Thank you for the update, we're really happy to hear this is resolved and will pass the feedback on to Adri 🙂 

If you do have any further questions or concerns, please pop back to us here and we would be happy to help. 

[Mark3683]

Two months after my mum's death, still no refund of subs that are owed.

Multiple contacts with representatives, each less helpful than the last.

Complain today via online portal and now told to write a letter to receive refund within 30 days. 

2 months...no further forward and nothing but barriers to simple requests.

Disgusting company

[Gareth_L]

Hello Mark3683.

Thanks for your post.

I have replied to your private message earlier.

Sorry the refund has taken longer that expected.

Gareth_L