Complaints, Renewals and Contract price increases
Raised a complaint on 22 January 2024 and got confirmation response on website but no reference code - just xxxx. Subsequent follow up raised today, this time received a case number by e-mail, but again when I try to track it, the website shows no active complaints. Either the complaint was closed immediately with no response or like others on the forum has not even registered. Background: Loyal customer of ~12 years, coming to the end of an 18 month fixed rate contract. Contract prices offered to me so far are significantly above those available to new customers (2-4 time more expensive). I received 9 calls in 3 days from the sales team trying to persuade me to change contract early (losing existing discounts!) offering wildly different prices for seemingly the same package to my existing contract but at 50-100% more. Advised to contact CS who via web chat offered a price of £176 pm (almost 3 x current price!) Subsequent phone discussion with retentions team offered a different price again but with a forced BB speed downgrade. All prior contracts have been fixed price for the contract term - Advised that any new deal would be subject to an almost immediate unknown price increase (RPI +3.9%) despite a likely upcoming Ofcom ruling on unclear and unfair contract practices. How can I escalate this to (a) a human (b) a senior level as I have regularly been fobbed off by the customer service team in the past and cannot keep raising complaint about complaint about complaint....?