As above. What is the point in offering a service that is never available? I have literally checked it every couple of days for 2 months & not once has the option been available. The ironic thing is, I actually want to discuss UPGRADING my package - giving this company more of my money! I must be mad.
And please don't tell me to phone 150. Tried that. Almost died of boredom whilst waiting in a queue to then speak to someone who didn't even know what "Ultimate Oomph" is.
Consider there is a limited amount of agents who monitor the chat support, and they can only deal with so many customers per hour, if people trying to get support tries to do so when all the agents are tied up, then obviously chat won't be available. It would be nice to see a chat queue in place to show waiting time and place in queue.
Chat does work but you just get to be there at the right time for it.
Thanks for the reply. That is certainly a fair point you make about the number of agents available but perhaps VM need to look at increasing these numbers to meet customer demand? I totally agree with your suggestion about a chat queue showing the waiting time. That would be very helpful and put an end to the current shambolic confusion that the online chat offers.
Well, I raised a complaint via the website on 16/7/19 and of course........I've had no reply whatsoever.
I am keeping records of every attempted contact I've made with you so it can be passed to the relevant ADR in due course. Once again, I am absolutely disgusted at the level of service you are providing.
No, they never gave me a reference, just the following automated reply.
Thanks for getting in touch with us. We're sorry to hear something about our service is making you unhappy. When something has gone wrong, we want to know so that we can put it right as quickly as we can for you.
Our Resolutions Team will review your complaint and aim to reply with our findings and resolution.
If you answered the security questions incorrectly we'll get in touch, using your preferred contact method, to verify your identity, so we can look into your complaint. If we can't verify your identity, we'll send a letter to your home address; this process may take over 7 days.
Resolving your complaint
If you are happy with our proposed resolution, please let us know and we will close your complaint. If you don't consider the resolution suitable, let us know and we will follow ourComplaint Resolution Code of Practiceand escalate your complaint. If we don't hear back from you within 28 days of sending our resolution, we will close your complaint as resolved.