Very displeased after over 20 years!

[eezyrider]

I am becoming very annoyed at having to chase up numerous errors on my VF account.

I have been a customer for over 20 years but never before have I experienced the level of incompetence displayed by the current staff. 

I renewed 2 contract phones and changed my broadband to VF last month.  Quite frankly I wish I had moved elsewhere. I had to chase up customer services to get the price that we agreed for the new phones and I was offered £30 credit. This has not been credited to my account. I agreed superfast 38 at £25 per month and am being billed £29 per month. Initially online chat told me the price was £29 before I somewhat forcefully got them to agree that it should be £25. They then told me that I would have to phone VF as they did not have the facility to correct the error.

Should there be any price increases in the near future I will look for an escape clause and if it is there I will use it.

[craigr98]

Have your raised a complaint via their complaint form? I have done that and haven't heard anything back yet, but I believe that this can take sometime. I too am missing credit to my account (£50).

[eezyrider]

Hi Craig, thanks for your reply.

I have not used the complaint form as yet. I'm hoping I can get through on the phone number they gave me.

The problems seem to be that when you negotiate a deal on online chat, the actual contract is different to what was promised. Luckily I keep a transcript fo the chat. Even so I find I am being charged £19 less disc for my 2nd phone when it is on the website at £17. I was told they cannot discount anything under £19 per month. That is the reason I was awarded the credit.

I am due another credit soon for early termination fees for my previous provider of just under £90. I suppose that will be the next battle. It's not too difficult to resolve these matters but the resolutions are not being applied to the account. It appears that they just agree to anything to fob you off.

[eezyrider]

At last I have someone sensible dealing with the matter - hopefully!

I phoned and opted for callback which worked fine. Operator said your contract states £29 per month. I replied that I signed up at £25 and had chat transcript to prove. I then had to email the transcript to prove my point after which it was agreed I should be paying £25. However they cannot change monthly charge so have had to refund the £4 difference over the contract length as a credit of £72.

Next I asked the operator to confirm that my early termination fees to BT would be refunded and I would get my free gift. ''Err no we can do ETF or free gift but not both''. Look on my transcript again, it says free gift and ETF. So the operator checked the transcript and agreed with me that it says I should have both. That's 2 problems resolved so far.

Anything else I can do? Yes I have not been credited with £30 that was promised when I renewed my 2 devices. Ok I will make that credit now. 3 out of 3 and then comes the crunch.....

''I will send a text of our complete conversation to your phone for your records''. So the operator sent the text to my landline where I cannot retrieve it and so have no record of any of this. DOHHHHHHHH............

[Gemma]

@eezyrider @craigr98 - I’m sorry to hear the issues you’re both having with this.

So that we can access your accounts, please send us your details by following the instructions in this private message.

[eezyrider]

Thank you Gemma for taking an interest.

I have completed the form as per instructions.

[craigr98]

I called up earlier and didn't have to wait that long for once. They have asked me to plug the router directly into my main socket and take the face plate off it to see that it's not an issue with my wiring. But did notice that my speeds have dropped. Once I have done this to call back and advise if any improvement. A ticket will then be passed to the 2nd line team.

[Gemma]

@eezyrider - Thanks for getting in touch with us!  Please reply to the email we’ve sent to you earlier today.  

@craigr98 - I hope this gets resolved for you. If you’d like us to arrange a call back from our Broadband team, please send us your details via the private message I sent to you.

[eezyrider]

Thanks to the forum mods I do appear to be making some progress in that I am told 2 out of my 3 credits have been applied to the account. The matter is still ongoing.

Whilst it is obvious to me that most VF staff are trying to help, the whole VF organisation has become disjointed. The main problem is that there are too many individuals dealing with issues that they don't have the authority to correct,  the problems that customers are having.

The only way VF is ever going to resolve this is by giving every customer an account manager, a single point of contact who has the authority to resolve the issues.

[John]

@eezyrider We appreciate your comments - we'll be sure to feed this back internally.
Please keep us updated on your situation.