Dodgy lack of complaint registration? Recommendation: escalate to Ombudsman
I tried to raise a complaint in September and didn't receive any acknowledgement and no way of tracking the complaint. They also didn't email me my live chat transcripts. I just tried to raise another complaint and had the same problem on the web form - tracking number ****, and 'there's nothing to see here' when you click 'track your complaint'. I've noticed other people mentioning the same thing - seems very suspicious that they've been aware of this issue for so long and there's still no resolution. After 8 weeks since my first complaint I plan on escalating to the Ombudsman, I have proof of the issue and it's totally unacceptable to have no escalation route. All I've been trying to do is change my direct debit bank details - the bills page on my account just asks me to 'clear outstanding charges' endlessly before I can change my direct debit details, but then after making the payment you still can't change it. So you're essentially paying multiple times for the same terrible service just for them to ask you for the bill again a few weeks later. Just posting here to recommend that anyone else facing the same issue makes a complaint to the Comms Ombudsman. Even if you don't have proof of your initial complaint try to get in touch with them after 8 weeks have passed, just to see if you can get them to take it up. I think they need to be aware that VM aren't following their own process.