In a bizarre way, if VM were to offer some completely BS excuse not to pay you, then actually that will ultimately work in your favour. Now, yes, according to the OFCOM rules which VM signed up for, then you are absolutely entitled to the compensation regardless of the circumstances here. It would appear that the VM call centre staff are either complete untrained in said regulations or are positively ‘encouraged’ to lie claim to the customer that they aren’t entitled…* Presumably enough people are ignorant of their rights to just accept this, and make it worth their while.
So, the process is this, VM’s call centre agents, (and legally their claims reflect on the company as a whole), tell you that you are not entitled to any compensation, because, well, there is an R in the month! Fine! You ask to raise a complaint, this will probably be ignored, or you raise a complaint on their website - this will also be ignored or closed with some ‘resolution’ written in English but with a grammatical structure which could easily be confused with something written by a seven year old.
Again, fine, now you could waste time requesting a ‘deadlock letter’, although recent posts on here would hint that this has about as much chance of succeeding as if you had asked them to send you the original Dead Sea Scrolls. But eight weeks after your original complaint, you can escalate the whole sorry mess to the industry arbitration service and request not only that they order VM to pay you the required compensation but also extra compensation for the poor complaint handling, deliberate attempt to deny you your rights etc.
