Rolling credit team - how long to respond?
Can anyone advise how long it takes for the "Rolling Credit" team to actually apply a rolling credit to a customer's account? I was verbally advised by a person in the "Customer Relations" team that...
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I have just spoken to yet another "Customer services" person who was the 3rd person previously involved in my attempt to renegotiate my contact after my current "discounted" contract was due to end.
She advised me that the "rolling credit " team had declined my "request" for the discount to be applied to my account to bring it down to the amount I had been quoted initially as I had, apparently never accepted that quote! (Which I did!)
However, she stated that she has now sorted it all out - but declined to send me an email explaining how all the discounts and complaint compensation credit (£50) are applied and when to my account. She said that VM does NOT DO non-generic (automated) emails! This is from a IT company! I got so confused during the voice call, and all I asked for was an explanation in writing. She got passive aggressive, and implied that as a customer I asked too many questions and did I want to have the discounted contract or not! (a veiled threat?)
So, apparently another VM employee "lying" about the "rolling credit" team?
The actual physical services I receive from VM are good - dealing with "customer services" is like looking forward to hitting your head against a brick wall...
Thanks for coming back to us Jewellery and once again, sorry for your experience with the teams so far. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L
I think I will have to wait until I receive some bills from VM with actual values on it to try and understand/evidence what has been going on.
I was also verbally informed that I had terminated my original contract "early" (by 4 days) and that would have to be taken into account! All that I did was contact VM in response to their e-mail saying that my discounted contract was coming to an end, and that they were going to hike the price astronomically!
At the time I first contacted VM to renegotiate a new contract, I was never advised "this new contract must start the day after the old one expires - otherwise there may be financial consequences!"
I just get the impression with all my dealings with "Customer Services" agents that they have not been trained effectively, and do not have the authority to keep customers satisfied and explain things in writing.
In my mind the company has the same mindset as the Post Office - sod the customers/postmasters as they get in the way of actually supporting the unfathomable bureaucracy of this monolith which does not appear to care about their customers. Does no-one have any common sense nowadays?