I’m really hoping someone can help. I am beyond furious with VM and the amount of stress and upset they have caused me, I just cant put into words.
Its fairly complicated so please bear with me!
Back in September I ordered a new iphone 13 with monthly contract sim from VM. It was due to be delivered the next day but never turned up. So I contacted customer services who told me there had been an error and the order cancelled whilst in transit. They set me up a new order and I was assured it would arrive the next day.
The next day still no phone! My daughter then played me a voicemail she had received to her number (also a VM contract but sim only) which was from customer services informing me something had not gone through on the security check and so the order had been cancelled again.
Having had enough of being messed around i went back to my old provider and got sorted straight away. All sorted, or so I thought.
A few days later and checking my online account I saw that both phones and sims relating to the cancelled orders were now shown on my account. Slightly annoyed, I used the web chat and was told that everything would be cancelled and it would disappear off my account.
A couple weeks later I received an email with a bill for £21.64 for a phone and sim that i never received.
getting angrier now, I contact customer services again who say then can see that there has been an error, the would cancel the accounts and the bill and that I would not need to pay anything.
Another few weeks pass and I log on to my online account to see the bill is still sitting there. Very angry I make a complaint in writing to the complaints team. I receive a letter back which basically told me nothing other than to check my online account on the app (geez i hadnt thought of that!)
So fast forward to today when I open a letter from a debt collection agency instructing me to pay the £21.64 or be taken to court!
Absolutely fuming I spent an hour on the phone this morning to eventually be passed to someone who told me that he could see all the times I had contacted them, and that the bill should have been cancelled back in September but for some reason wasn’t.
He informed me that he had shown the bill as paid and that this was linked to the debt collectors and so the matter would be solved.
He also told me he would put this all in writing in an email and send it along with the all important customer feedback survey 🙄.
Well lo and behold 8 hours later I still have no email and the bill is still showing on my account.
I am so upset that my only day off before Xmas has been spent dealing with this company who clearly tell you one thing the dont follow through!
The call centre is clearly abroad and so noisy in the background you cant understand them!
I am at the point now where I feel my only option is to contact the ombudsman of which i have to get a letter of deadlock which i doubt i will be able to get! but this does not help me with the immediate problem of the debt collector which a mark against my name will be looked at so negatively by my work.
so if anyone has and sliver of hope that they may be able to offer me I would be so incredibly greatful!!