Text Support - Does anyone have a good experience?
2 weeks ago
Wondering if I am alone here, When I first joined VM, I have seen that there was a support option whereby you could contact an agent by text, this was amazing in theory. However in actual use I have had a shocking experience.
Every time I try to speak to an agent, I go round in a loop, I get told I am in a queue and I will be connected shortly. I get constant messages repeated from "Terri Triage Bot", every couple of minutes, with around 6 messages each time. I will wait to be connected, then sometimes it will message me every 5-45 minutes saying "We have a wait, do you want to wait?", I have to reply each time, and when I go, Terri pops back up again with the same useless advice.
If I ever get connected to an agent, every time I do "Sorry I am about to take my scheduled break", so you wait, and never get a text back after that. If you then try to message them, you're right back at the start with the whole "Whats your name and number" . This also happens when you don't reply fast enough to the constant barrage of texts asking If you want to wait.
Re: Text Support - Does anyone have a good experience?
2 weeks ago
In short I have raised a complaint, and the complaint was at risk of being closed if I did not make contact with VM, I have tried ever since to make contact telling text support multiple times not to close it (when I got to someone), and to the agent on the phone, but I have been sent a letter saying it has been closed now because I have failed to contact you.