After spending 2 hours on the phone yesterday with a query on my current bill, and trying to set up a new contract I was offered 3 different deals, The first call centre operator refused to put me through to retentions, despite asking more times than i can count, after half an hour of being put on hold bouncing around while he continued to do god knows what he offers me a new contract of £28
I didn’t accept his offer as I still wanted to speak to retentions he eventually agreed to put me through and low and behold he cut me off.
Second call same thing another call centre operator refused to put me through to retentions but eventually gave in, I spoke to someone Cyprus in retentions who offered me a new contract of £30 i told her i had just been offered £28 for the same deal she said she would phone me back today at 4 pm this has not happened.
I phoned back to the call centre again as it was one of there operators who offered me £28, the person i spoke to offer me £44 for the same deal, and said there was no way who ever i spoke to could get it down to £28.
He tried to put me through to retentions, again only to come back to me, saying he had just spoken to the lady in Cyprus that i had been speaking, to and said she would phoning me back today.
Then out of the blue I had an email titled pre contact documents, apart from the fact that i have not agreed to a new contract it was completely different to any figures i had been quoted stating my first payment would be £39.41 going up in April to £57.41
I phoned back immediately to ask what the hell was going off as i had not agreed to any new contract, i was put straight through to retentions this time the lady called Rachel she said she could not see any contract, but also offered me the same price of £30 for my next contract, She said i had a 13 month rolling credit of £16 but wasn’t sure if we set up the new contract there and then it might cancel it out so suggested waiting until next week as there might be a better deal, and said she would phone me next Thursday. this is the short version of the problem not to mention they have messed up my next two payments and i have email proof
I have never experienced such a terrible service, this is not the first time we have had problems over the last three years, it seams that your company is incapable of telling your customers the correct information, proberly on purpose in the hope you will wear people down and they will just accept what there offered, this wont be happening in me case
If you decide to reply don’t bother with a text book response
which seams to be what you do all the time, I don’t even know if the person I spoke to last will keep her promise and phone me next Thursday or not since the other lady in Cyprus call centre clearly hasn’t done her job.
BUT PLEASE MAKE SURE THIS PHANTOM CONTRACT YOU SENT ME BY EMAIL WASN’T MENTIONED OR AREED TO THERE IS NO WAY I WOULD ACCEPT IT.
