In January, I upgraded my Cable/Phone package which was out of contract to an Ultimate Volt Bundle including O2 SIM, 1G Broadband, Phone and 2 TV boxes with loads of channels including Sky and Netflix etc.
I was emailed a confirmation email and the pre-contract documents.
When I did not receive any further emails, no O2 SIM nor the additional equipment I called customer services.
They have no record of the new contract and wouldn't listen to me.
I logged a complaint and they still just say they have no contract on their system. I've sent them the PDF contract documents but are unable to resolve the issue.
When I go into the VM website: My Package there is a Volt Benefits section and it shows "Not Active". I click on Upgrade and you can see my package, all the broadband/phone/tv details I selected and the price I signed up to.
There is no option to Upgrade.
Something has gone horribly wrong, like I wasn't sent an O2 SIM and so my VM/O2 accounts are not linked so I can't get the Volt benefits.
However, I can't get this over to VM customer services. I don’t see how they can’t resolve this, have no audit of the upgrade I selected and the emails they sent me.
How do I resolve this?