I'm feeling lucky today - I've received a written response to my complaint following a 14+ week wait. To provide context the complaint was mainly about the inability for one of my VM mobiles to call my other VM mobile, both mobiles have similar contracts with unlimited minutes. The error I was getting was number not recognised - yes, one of those! The mobiles are my own and my wife's, she has terminal cancer and it's really important that she be able to contact me - she could not hence the complaint.
The response from the complaints' team is as follows, verbatim:
We've looked into it - here's our findings: First and foremost we are disappointed to hear we have fallen short of your expectations as a customer; rest assured the feedback you have provided will be raised with the relevant areas of the business to help improve the quality of our service. I understand your concerns in relates to the number you are unable to call. I request you to please recontract our technical team. To keep you informed if the minimum credit of £2 is not available then calls wont get connected.
To me, once I had deciphered the English which is appalling for a UK National company, it says "even though you have pay monthly contracts with unlimited minutes, you can't make calls without a minimum £2 credit", I assume the person means £2 cap? Which if that's the case is clearly incorrect.
I'm pondering what to do next. Perhaps I should let it drop, or ask a letter of deadlock?