Quote:
Originally Posted by akira
I like how you expect because you've got a family emergency they would ring the NTC and take off the call bar. As you've said you've been on the phones then you would know that every customer always has a family emergency.
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If you had been put on restriction before your bill was printed and cleared the UNBILLED amounts by 200% of what VM was asking
and yet 7 days after that payment had cleared your finding your phone is still restricted, whos fault would that be? YOURS? or VMs?
Exactly, regardless of the family emergency, the ownership falls back to VM no matter how you look at it.
The process is that high usage get involved as a prevention or anticipating possible payment issues with customers or even fraud by neighbours tapping into your line without your knowledge or a family or friend member running it up or more sinister thing like you not being aware of how much you ran up.
They suggest to clear 50% of the unbilled balances to help the payments of the next bill be smaller and more affordable.
IF YOU MUST KNOW WHAT THE FAMILY EMERGENCY WAS!
The fact I did have a family member who had gone on holiday to see her bf, had a domestic and was kicked out in a foreign country, she couldnt speak the language, was stranded and needed support from family members.
That to me consided as an emergency, yes im familiar alot of people "Cry" family emergencies to get their systems back on but I had explained this to the call centre agent on the day i asked them to put the sevices back on.
It would have taken NTC 20mins-2hrs to put it back on and it is within a managers remits to do this or advanced staff members to aproach NTC. FACT! (Was the case when I worked there and still is as verified with other staff STILL there)
Cardpoint takes 2-24hrs to transfer the balances to ICOMS (Gateway) depending on the batch it hits and what time of the day and day of the week (IE weekends taking longer), I found my self on restriction 7 days paying.
Once payments are taken Credit Services are authorised to remove the Admin call baring (2-24hrs) and Cancel the WO (Work Order) that restricts all services (Which is a NPD style work order (Non Pay Disconnect)) the agent that took the payments only cancelled the NPD WO but left the call baring on, that is VM fault not mine as a customer. Therefore I shouldnt have to wait regardless of family emergency or not
Reply to other person:
Search youtube "
Virgin Media Complaint Call"