[Stephen]

That info is a bit over the top. Most companies have a team to deal with customers that require extra help or special requirements. Also if you are going to record a call to use for any purpose you have to let the advisor know and ask their permission. There is no need to get a deadlock letter.

Richard most companies will state they don't compensate or offer compensation. Many 2ill offer a goodwill gesture for the complaint reason or issue rather than giving you money for time wasted or even time spent trying to resolve the issue.

Technically when the contract was taken it was to provide service at the given address. So it's not really VMs fault if the account holder decides to move.

However I would call and ask to make a complaint. No staff should be tutting or sighing on the call, it's unprofessional and they could get in trouble for such behaviour as quality calls are checked and marked. They would also only terminate a call if they are being abused or sworn at and even then it will only be after a number of warnings would be given.

The quickest way to get the complaint resolved would be to email the CEO office.

It is likely not to get as far as deadlock and the Ombudsman. Deadlock is only if no resolution to the complaint can be reached and VMs internal complaint process is exhausted.

work for a CEO/Customer Relations team within a very large telecommunications company and in the past worked for NTL/VM for 10 years. So have a lot of knowledge of these things.