[General Maximus]

It looks like whatever had been done to your account to honour the phone conversation has been flagged by the system as something like an accounting issue or package mismatch. It is annoying but I would give them the benefit of doubt atm. Rather than ringing up and getting nowhere with India I would go straight to writing a formal letter to get the matter resolved. There will be extensive notes on your account already so I would only briefly explain that you were offered something on the phone which turned out not to be the case and after no contact from them you had to go through CISAS. The problem was resolved however a month later you have received this letter which is unacceptable bla bla bla, you want the problem permanently rectified for the remainder of your contract or you will go back to CISAS and make a formal complaint to OFCOM and they need to rectify this by xxxx December 2020 . Give them 28 days notice allowing for a few days in the mail and send it recorded delivery so you know they have got it. Don't write it by hand and type it up on your computer so that you have got a copy and keep the postage receipt as proof of postage which will also have your tracking number on it. If you don't hear anything back from them then you can take it further and in your letter to CISAS when they ask for what you see as a suitable resolution (which they'll send to VM) you need say substantial financial contribution for the appalling customer service. You understand that honest and genuine mistakes do happen, which may have legitimately been the case in both the first and second time round, however their inability to resolve the matter and lack of communication is outrageous and you feel you should be compensated for this in addition to receiving the package you were offer on the phone. Tbh it would be nice if you just received your package at no cost for the first year, and I know they can and do do it.