Yesterday on Whatsapp I eventually agreed to the Ultimate Volt Bundle with the person telling me it would be £77 per month + £25 month separate to 02, that person said I don't need to have a replacement box ordered because it will come with new equipment. I agreed and then they had to leave and said they would pass me on.
The 2nd person took 1 hour and 30 minutes to reply and they started from the beginning again, I eventually got back to the same offer of £77 + £25 only this time they said that I would be charged £24.95 to replace a box, I said it's ok I will call about it seperatley as the box is faulty, they said they would waive the fee so I agreed. It ended up like 8.52pm and the person said I would need to hurry because they were finishing in 10 minutes, 1 minute to 9pm they said sorry they had to go and would enter me back in the queue.
Today I had to start from the beginning again, went through all the details with one person. They sent me to another person and I explained yesterday showing them screenshots of me twice agreeing to this deal and in the middle of processing it until the people left. They replied back....
"I can see here that they offered you the Ultimate Bundle which includes the Volt600 fibre Broadband, Maxit TV and Talk More anytime for the landline for only £77 for a new 18 months and for the sim of £25 total of £85 a month for a new 18 months contract"
I replied back yes this is what I want. At this point I didn't care if it was £77 + £25 or £85 + £25 I just wanted to get it done.
They replied back "are you happy to proceed with this offer", I said yes and they said "Great! I am going to process that now, Please bear with me while I am processing this new contract".
We then did the 02 agreement thing. They sent the "boring stuff" they called it for me to see.
They then said "Now we've made the changes, I am going to talk you through your next few bills. Your new monthly service charge will thereafter will be £85. Now thats all done your new package will be active after your simcard arrived".
I asked if I will be emailed all the details of the new contract, they said yes although I never got one.
I then since I was unsure restarted talking to someone on Whatsapp to ask about the contract to make sure it went through. They said I have a new contract for £95 per month + £25 to 02. So I agreed thinking it was £77 or £85 not caring just wanting it over and done with. They then later told me it was £85 but it is actually £95? whats wrong with this mob???
How can they 1. Make it totally unclear what you are offered. 2. Tell you once they have already finalised it what it was and then 3. It actually be different to what they told you?
Also the first person said I will get new equipment in the deal, they also said I would get "exactly what I put in the screenshot" which was the 1gb internet. The 2nd person agreed to the same as the first but then said I had to order a replacement box and waive the fee, the 3rd person mentioned it being volt600 broadband not 1gb but I didnt care anyway and accepted and they just did the deal, didn't even let me have a chance to explain or even ask if it comes with new equipment or not as I need one box replaced.
So despite being in the middle and minutes away probably from agreeing better deals twice for £77, in the end I have agreed to a worse deal which I thought was going to still be £77 or maybe £85, I wan't even clear if it would be £77 and without the sim or £85 including sim or £77 + £25 or £85 + £25 but I just agreed anyway as it was taking to long only for it to turn out £95 + £25 which means im paying £18 more than I was going to be doing last night even though last night they were 100% replacing one of my boxes which is faulty.
They are near impossible to call also. I called got through and all I can hear is a muffled voice with massive background noise and crackling saying "hello if you are speaking I can't hear you" and then cutting me off.
The amount of time everything takes is a disgrace,takes about 3 minutes to just get to the point of ringing them only to be put on hold for who knows how long or cut off and then have to spend another 3 minutes to try again and thats the fast way, the whatsapp is soul destroying.