Before going to OFCOM it is reasonable to allow VM to respond to the complaint first.
On this occasion that was exactly the right thing to do. I received a text message yesterday advising that someone would be calling with a resolution. His name was Stuart and took some details and asked where I was up to with this situation and the third party company "Likewise". After I had explained the current situation he went off to make some further enquiries and promised to call back which he did.
I have to say what a wonderful member of complaints team Stuart was. He completely sympathised and understood the issue(s) and promptly agreed to firstly honour the extra £100 for the trade in AND agreed the trade in value should have been what I had stated, £300 and not the £199 that Likewise reduced it to, result is that I received £299 from Likewise and £100 from Stuart's team.
He went further, on the issue of a second trade in code he could fully see there were TWO devices on the account, both were being upgraded but he couldnt understand why offshore didnt understand and why they did not send a second code. Instead of the code he will be sending the £100 to my bank account and told me we could trade in the second device with anyone including Likewise if we so chose.
Upshot of all this is a BIG thank you to forum team, I know your hands are tied with what you can do and this has been fedback to Stuart. An awesome thank you to Stuart who took ownership of the case and saw it through to a mutually agreeable resolution.
He has taken all of my feedback regarding the trade in process, the offshore call centres and the limitations forum staff have to endure.
Thank you all again.
