i myself work in a contact centre and i see the OP's POV HOWEVER i also think he is seeing this in the wrong light. Yes VM MAY have made a mistake with this but mistakes happen and people only learn from mistakes same a business. Maybe the call agent could have worded it better than he did but each agent deals with THIER calls differently.
In the call centre i work in we try and look after out own customers, may that be the person that is calling up, a manager you are dealing with or an external contact. Sometimes this isnt always possible and on the next call it gets done differently.
I can understand that OP is a bit down hearted about this but at the end of the day the end result is that the issue was RESOLVED. The call didnt cost anything as it is free from a VM phone line. I think that the OP is taking this all the wrong way and dealing with it in the wrong manner as well. If you are unhappy email CEO office and make a complanit but not only that the OP needs to make a suggestion to VM on how to IMPROVE the CS.
Ok can we all now calm down and drink some beer, it is xmas after all
