[Dunderhead]

Originally Posted by Akia

It was never their business practice at all. Some unethical staff would do anything to get a "save" this included offering deals that were not legitimate offers. This included changing a account in such a way that a offer would go on but shouldn't have been there. This was mainly because the old NTL billing system didn't have checks in place to make sure this didn't happen. The old Telewest system which is now VM's main billing system does. This will now show as errors on the account, which is what VM will have picked up on. Do you think the orginal advisor will have left proper notes on the account saying this is what they did. I doubt it which is why now VM have simply picked it up as a billing error.

The first thing that I did when I received my letter was call Customer Service on Friday morning and checked that there was a note of the special rate on my account. The CS agent confirmed that there was such a note, explaining the rate and reason.

Originally Posted by Akia

Also remember that a large number of exNTL Retentions staff were made redundent when they closed a full site and I remember the aftermath where some customers had been given just stupid deals because the staff at the time knew they were on their way out and didn't care anymore.

undercutting the market rate by 50p per month is not a stupid deal, it is a business policy.

Originally Posted by Akia

Whats the problem. Instead of spitting the dummy out why don't you give them a ring. They do have loyalty discounts that undercut Sky. Then they can apply a offer to your account that is correct and dosn't show on the account as errors. If VM were reneging on the offers they had given they would have pulled the current retention deals which tend to give far greater discount then any of the NTL offers did,

In fact as benmcr has said they have been activly changing customers from the old NTL value packs to the new VM bundles which give customers a slighlty larger discount.

I did call CS (see above) and was told it was a billing mistake, even after the CS rep had read out the notes on the account, confirming the arrangement. I was on that call for more than 30 minutes and the only offer that was made to me was to continue my existing deal for 30 days and to log a complaint on my behalf.

At the end of the day VM are being dishonest with customers, by pretending their loyalty discounts were billing mistakes, rather than commercial agreements.

Obviously there are people who are quite comfortable with a "reputable" business sending out dishonest letters. Shame on them.