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Apparently my complaint was resolved in a chat today.??? How? No call or contact whatsoever with VM!!!

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Tinbot
Joining in

on ‎28-08-2023 16:52

Had an email this afternoon from VM confirming a resolution to my ongoing complaint was agreed today (28/08/23) during a CHAT?  How this can happen beggars belief as I have categorically not had any contact via any means today nor in the last couple of weeks with anyone from VM.     To be honest I've had so many broken promises from VM over this complaint, trying to get what was initially agreed and confirmed in writing, they are the last people I want to actually have a conversation with.    I have requested a transcript, time of call etc. but don't hold any hope on getting that as there was no chat anyway!!!!   Is this a genuine error on VM part?   From past experience I very much doubt it.

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goslow
Alessandro Volta

on ‎29-08-2023 09:27

VM regularly auto-closes complaints with no reference to the customer, as described in topics on here.

The quality of VM's complaints handling is so low that it has been a key factor in VM's poor showing in past OFCOM customer satisfaction surveys.

OFCOM has launched an investigation into VM's complaint handling and is taking evidence from customers (see below).

If your issue relates to billing (from your earlier topic in May) then you have put through a formal complaint to VM and the issue is unresolved. You should reject VM's 'resolution' and VM should proactively provide you with a deadlock letter (though you may have to chase to get it). Eight weeks after you complained, or earlier with a deadlock letter, you can go to third party arbitration

https://www.commsombudsman.org/

You can make a formal DSAR to request evidence for that

https://www.virginmedia.com/help/dsar

Regarding the OFCOM investigation ...

You can share your hopeless complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

See where this Helpful Answer was posted

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goslow
Alessandro Volta

on ‎29-08-2023 09:27

VM regularly auto-closes complaints with no reference to the customer, as described in topics on here.

The quality of VM's complaints handling is so low that it has been a key factor in VM's poor showing in past OFCOM customer satisfaction surveys.

OFCOM has launched an investigation into VM's complaint handling and is taking evidence from customers (see below).

If your issue relates to billing (from your earlier topic in May) then you have put through a formal complaint to VM and the issue is unresolved. You should reject VM's 'resolution' and VM should proactively provide you with a deadlock letter (though you may have to chase to get it). Eight weeks after you complained, or earlier with a deadlock letter, you can go to third party arbitration

https://www.commsombudsman.org/

You can make a formal DSAR to request evidence for that

https://www.virginmedia.com/help/dsar

Regarding the OFCOM investigation ...

You can share your hopeless complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

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