So just like UA it seems VX has some bad apples also. I had an issue were I was double-charged for an upgrade on the website. So I call VX to have it fixed. I explain the situation to the agent. Then I get complete silence...for about a minute. I then say are you still there? She responds "yes"...silence again. I say "do you maybe need the record locator so that you can see what I'm talking about" - her response "that might be helpful". This is again followed by complete silence. In the end I just hung-up and called back. I had a much better agent the second time. It did take them quite some time to figure it out and they ended up having to call me back, but they did that quite quickly and then reissued a credit for the overcharge.

I could just tell by the tone of the voice that the first agent had absolutely no interest in helping me out and couldn't be bothered.