Where's my flippin' letter?

[OLDGOLD]

On 4 January I made a request through the VM website to upgrade my TV to XL from M along with 2 V+HD boxes. Had an email back the next day confirming installation date 17.01.11. However, where it is supposed to confirm how much my new package will be it said "...a special bundle offer of <input offer e.g. tv:xl triples>". I've also just had my latest bill and there's some peculiar goings on there as well.

The email also said that everything would be confirmed soon in a letter, so I thought I'd wait for that to arrive as that would hopefully explain everything, but I still haven't received this letter and beginning to get a bit annoyed that I haven't received clarity of exactly what I'm paying.

I phoned Customer Services yesterday and spoke to someone in what I assume was their overseas call centre. He confirmed some of the details, but to be honest, he didn't leave me feeling over confident about the info he gave me.

I'm hoping the letter will explain everything, but does it normally take this long for the letters to reach the customer? I know mail is nowadays known as 'snail mail' but 10 days??!!!???

[mersey70]

Originally Posted by OLDGOLD

On 4 January I made a request through the VM website to upgrade my TV to XL from M along with 2 V+HD boxes. Had an email back the next day confirming installation date 17.01.11. However, where it is supposed to confirm how much my new package will be it said "...a special bundle offer of <input offer e.g. tv:xl triples>". I've also just had my latest bill and there's some peculiar goings on there as well.

The email also said that everything would be confirmed soon in a letter, so I thought I'd wait for that to arrive as that would hopefully explain everything, but I still haven't received this letter and beginning to get a bit annoyed that I haven't received clarity of exactly what I'm paying.

I phoned Customer Services yesterday and spoke to someone in what I assume was their overseas call centre. He confirmed some of the details, but to be honest, he didn't leave me feeling over confident about the info he gave me.

I'm hoping the letter will explain everything, but does it normally take this long for the letters to reach the customer? I know mail is nowadays known as 'snail mail' but 10 days??!!!???

I'm sure when I joined VM my contract only came a day or so before installation.

When I upgraded to V+ i'm sure it came after it was installed.

Maybe use the 'contact us' form on the website to get a written response or (if you can) call during working hours if you would prefer to speak to a UK operator.

[OLDGOLD]

Thanks for the reply mersey70.

The letter arrived today. Typical!

I think my lack of confidence in the agent I spoke to was justified too as on my contract the new monthly amount I'm paying was indeed different to the figure the agent gave me on the phone.

[mersey70]

Originally Posted by OLDGOLD

Thanks for the reply mersey70.

The letter arrived today. Typical!

I think my lack of confidence in the agent I spoke to was justified too as on my contract the new monthly amount I'm paying was indeed different to the figure the agent gave me on the phone.

To be honest the contracts are confusing as they list the full price and then have various discounts applied. At least mine did anyway.