It seems the complaints process at VM is run by bots, of the back of Steve's help I received an email to say a complaint has been raised and it directs me to call the pre-installs team. Something I have been doing anyway.
I reply to the email voicing my frustration at the lack of update to ability to speak to anyone and I want to find out any compensation as install could not happen on the agreed date.
I get a reply back after a couple of weeks, with we have looked into you complaint and here is what we found, please call the Pre-install team. No acknowledgement of anything I put in my reply.
It set seems like it's complete pot luck if you can get the pre-installs team, first guy I spoke to today just tried to fob me off and I had insist that he put me through to the team took about 20 minutes only for the person who picked up the phone to hang up on me.
Second person was very helpful and promised to escalate my call to the local area manager who was supposed to call me two weeks ago but has not, he promises I will get a call in 24 hours although I think there is more chance of winning the lottery then getting that call.
Every time I call I am told there is a prepull scheduled for that day (what a coincidence) depending on who you talk to I am told they are waiting for permission from the council to the have discovered a second blockage. I can't believe that VM own ducts are this bad that means if anyone wanted a service on this road they can't supply it to anyone?
I am almost at the point of trying to explore other avenues, do I go to the ombudsman or the regulator to complain about the complaints process, a customer should not have to continually be chasing for an update.
