VM - Here's something else...

[Bookworm]

VM, in their relentless pursuit of "progress", have come up with yet another genius idea:

If you need to phone the faults dept for BB issues now, you get a recorded message telling you to call a different number, a 0906 number no less, charged at 25 pence/mn.

"Apparently", it is to stop people phoning them to get help on problems which are not VM's fault. If you phone and it turns out that it IS VM's fault, they will instantly credit you back with the cost of the phone call. Hmmphhh...

With VM's track record, hands up anyone who believes this system will work smoothly and not end up costing customers? Hmmm?

[Curlyben]

Is this before or after it routed via some third world hole where you spend 45 mins explaining the problem only to be told it isn't VM's issue

Those helldesks always remind me of this: Friends Of Foamy » Episode #57 Tech-Support
** Warning BAD language **

[gizmo111]

If you phone and it turns out that it IS VM's fault, they will instantly credit you back with the cost of the phone call. Hmmphhh...

They did credit me back 2 x 20 minute phone calls a couple of weeks ago, but only after I rang CS, and asked for everything to be disconnected.

[buzby]

Originally Posted by Bookworm

VM, in their relentless pursuit of "progress", have come up with yet another genius idea:

Keep up at the back. This was covered here in May when the charges were originally implemented. Actually, it works a treat, as although I had initial reservations, the 3 problems I had all required engineer visits, and the call costs for a 7, 12 and 18 minute call were all refunded (but you have to check your bill to make sure they DO apply it).

I got through in less than 2 seconds on every occasion.

[indebtstudent]

They now give a discount if you opt out of paper statements (because it costs them less) - seems they are trying to eat thier cake and have it still.

[buzby]

You mean e-billing? Don't touch it! See the other thread about the additional Terms & Conditions that make it VERY bad news for consumers!

[Bookworm]

...According to Buzby, that is.

[indebtstudent]

Why do you two fight? I find you both very sharp and ur on the same side (kinda!).

I woulnd't go in for e-billing because they've already proven themselves incompetant, I got my £5 back so I'm happy (until thier next mistake!)

[buzby]

Originally Posted by Bookworm

...According to Buzby, that is.

Aah, but we love each other really! Bookworm may find VMs e-billing T&C to be perfectly reasonable, which is her opinion.

I do not, because it continues to chip away at consumers rights. You lose the right to a paper document and take full responsibility for your debt even though you may not have access to it. Considering their ineptitude in getting a correct bill out (it also takes 10 days from date of 'issue' until I receive it), until they have a track record of zero errors over 12 months, I'm not switching to a 'virtual' bill.

[Bookworm]

I never said I found their T&Cs reasonable!

What I said is that I think you are mistaken in your interpretation of them in terms of interest charging, which you think means they can start charging interest from the onset, and I think that they are omitting to specify that said interest is only chargeable from issue of a court claim.

I also think that the current postal strike, where the paper document is going to prove just as tricky to get hold of, and will result in people getting penalty charges without it being their fault, is going to -sadly- prove me right without further efforts from me. (The 10 days delay in sending out the paper bill actually rather reinforces my point in the matter. )

[buzby]

With respect, that was only a small part of an overbearing pile of additional terms - and as for the interest p we're dealing with out different 'interpretations' I'm not given them the benefit of any doubt, you are. But you have to ask yourself, why are they ambiguous at all?

As for the postal strike - they have to work within it like we all do, and penalty charges don't kick in for a MONTH after the bill was issues, so that's a bit of a non-starter. What IS though, is that customers forced into a DD arrangement to save money, may not get their 10/14 days notice of debit. Will VM delay the debit because of this? What do you think?

As usual, it is the Consumer who is left with the inconvenience, not the supplier.

[Bookworm]

That is one thing on which we will never disagree.

[buzby]

[indebtstudent]

Group hug?

As it is so quiet around here of late can I get some back slapping for not giving up on this £5 thing?

They have credited it all now, the lady said "I'm sure I've already refunded this amount once" but did it anyway. I'm not going to bite and say so why refund it then?

I am going to draft a letter to the local paper pointing out the lengths I had to go to in order to win this refund and encourage others to do so.

[buzby]

I hadn't overlooked this, and indeed I'm still awaiting their response to my letter over the fees in relation to the situation in Ireland were the process is already outlawed, and that the OFCOM are supposedly already looking into this. (In the letter, I reserved the right to reclaim once the amounts paid reached £60. I said I would expect 8% interest on the increasing balance.