James,
We've heard this message on repeat but you're ignoring our point. Stop ignoring what we are telling you. We, your customers, were specifically all told on recorded phone lines at the point of sale that the incentive would be provided on DAY 15. Not 15-30 days. Not any other time frame. Day 15 (I was specifically told as this was the day after the cooling off period ended).
Therefore we, your customers, have been told incorrect information by your sales representatives. You have also breached Ofcom guidelines by not providing information regarding the incentive by a durable medium (i.e. email, letter) - I personally have received no information except what I was told on your recorded sales phone line.
Stop trying to put your customers off repeating 15-30 days. If we'd been told 15-30 days at the point of sale we would have no complaint, would we? You can't just change the timeframe with no communication to customers because you're having supplier issues or other problems.
James, please explain to us all why;
We were told different time frames but most are specifically told 15 days
Why you are having issues providing the incentive you have offered and what you're going to do to resolve it
Why you're breaching Ofcom's guidelines (C8) and likely trading standard guidelines regarding the provision of sales incentives
Why your staff seem to have no idea what they're selling, or advising customers regarding this offer
Please note again that you're providing a significant incentive to customers to upgrade, take out another line, or take out a contract but not then issuing that incentive as promised at the point of sale. In the current cost of living crisis this is a huge sway to your customers to take out something they may have thought twice about otherwise.
Don't tell me to call 150 or repeat your 15-30 day spiel - we, your customers, demand a written and public explanation on this forum to explain why you are failing on your promises. I look forward to your response.
