[Russ]

Ok this is my situation.

Each time I call the Filipino callcentre I get lied to, over-promised or they simply don't do what they say they'll do. And of course when you call up again to complain there's no record of the call etc.

I've got an app on my phone that automatically records calls (in every thread on every forum in the world when someone discusses recording calls someone always brings up the law, I'm fully aware of it) and I've caught some of the off-shore VM staff trying to fob me off. It got to the point a few weeks ago where I started telling each person I got through to that I'd be recording the call. I even asked a supposed 'manager' to put a note on my account to let any staff members access it know I record the calls, hopefully that way they won't lie or fob me off.

So today I get through to someone who again was telling me things I knew to not be true/correct and when I told him to be absolutely sure as I was recording it he went off on one saying he was not going to put me through to the department I required because I was recording it and, according to him, I was "breaking the law" so he'd report me to the fraud department.

When I told him I wasn't doing to play the recording for anyone else he then said "Oh so you're the expert on UK law" and said his contract of employment stated if a customer records the call they don't have to go ahead with it. Admittedly I thought he was lying as I couldn't believe any company would have such a policy and now you've confirmed it I find that even more suspicious, it's as if VM is aware its off-shore staff are so bad that customers consider recording calls.

Anyway the curious thing was he said he wasn't allowed to hang up on me and claimed he'd stay on the call for the "rest of the shift" if need be (another 6 hours).

Obviously I've put a complaint in against him but it's for reasons like these that customers don't like or trust off-shore callcentres.