A quick timeline of events, copy & pasted from my personal log.
28/05/20 @ approx 13:43 Spoke to Georgeea in Retentions, in response to VM wanting to double monthly payment. Agreed: Upgrade to V6+ box as old one slow 200mb upgrade immediately £37pm for 12 months Confirmation e-mail in 24 to 48 hours
Received package from VM 29/05. TiVo box not V6+ box. No confirmation e-mail. Contacted webchat: Monalisha Could not help, advised complaint raised COM104070729
Now calling for update 12/06 @ approx 11:40 Name: Savannah : 12:05 Advised complaint closed??? Why? Complaints manager could not reach me, tried landline! Use mob: <number removed>. Manager will call within 24 hours.
NO CALL BACK
17/06/2020 @ 12:10 12:29 - transferred to Customer Specialist Team On hold... 12:37, line rang - cut off!
Called back @ 12:38 12:55 - transferred to Customer Specialist Team 13:01 - Name: Neil. Said I had wrong department, transferred me again. 13:15 - told Cust Rel Team should not have transferred me, so will try and transfer me back to them. 13:20 on hold. 13:30 Line rang 2/3 times then cut off again!
As a suggestion, and as I mentioned to other VM agents previously, this could be EASILY resolved by pulling the call recording from 28th May which will show I'm not lying about the agreement that was made. It's absolutely incredible that this has rumbled on for so long..
Thanks for posting. I am sorry to hear of this dispute and I'm happy to look into this for you. We don't listen to calls for complaint resolutions but we'll see what we can offer as a resolution of the complaint
I'll PM you now as we'll be discussing the account
That sounds silly not to listen to the original call, as it'd quickly resolve the issue. I'll be content if you can honour the original offer that was agreed with Retentions on 28th May. If your own process does not allow checking of call recordings, I can obtain a copy of the recording myself via a Subject Access Request if it helps (though I'm hoping that won't be necessary as it'll drag things out further).
Also how did you get a complaint ref number? I made a complaint and I've been given no number, Infact I've heard nothing about my complaint other than from this forum, john_gs aka 'there will be no further compensation given, or in my case, no further money returned that's owed to me or channels that was meant to be part of my package in first place'