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Registered: ‎18-05-2017
Message 1 of 3 (166 Views)

Access to older emails - not a question, a complaint

Please note - I am not posting this as a question, as I already know the answer. I am posting it simply to show that this issue is still going on, and the advice in earlier threads is now out of date.

Foolishly, I neglected to download all my bills for last year, and then found that only the past 6 months' worth of bills is available for download. I then found at least 10 posts on the same subject (and I've no doubt there are many, many more), all giving more or less the same advice - you can only get access to the past 6 months, but if you contact Virgin by webchat or by ringing 150, you can get access to the past 12 months for free. 

Well, I tried webchat - it was down. I then tried 150, and after a lot of tedious holding on  while the advisor tried to find if she could actually access the bills at all, she said I could only get paper bills, at £2 a pop. I read out to her the advice from Shelke on this thread: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Bills-older-than-6-months/td-p/3099...
and from Karen A on this one: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Bills-older-than-6-months/td-p/3099...
but she wouldn't budge - paper only, and £2 each, thanks.

To quote abeljms on this thread: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Old-Bills/td-p/3023167
"given that online storage is nearly free, only keeping 6 months onslime is pathetic. 2 years would be a vaguely acceptable good start."
I fully agree - it is UTTERLY PATHETIC (and yes, I am yelling). I've wasted my time and that of the advisor (who then proceeded to waste even more of my time) to end up no further along than I was this morning, other than to find out that the advice on earlier threads is now WRONG (assuming it was ever correct) and anyone wanting a bill older than 6 months WILL BE CHARGED £2 PER BILL. Yet my utility company can manage to keep bills online for 3 years.

Not only that, but despite Karen A's assurances from February and April last year that suggestions about having the bills online would be fed back to the team because 'we are always looking to improve our processes' and 'The My Virgin Media portal is always being looked at to make this a better functioning portal for customer access and I agree that having more bills online would be beneficial', it's clear than any such feedback (assuming it was sent at all and the assurances weren't just empty promises to smooth ruffled feathers) has been ignored.

I am exceedingly annoyed about this - it's ridiculous than only 6 months' worth of statements can be accessed online, and even at the equally ridiculous charge of £2/bill, I find it difficult to believe that this charge covers the costs of a call centre having to deal with something that could so easily be rectified online. This is something that in my opinion should be made clear to customers before taking out a contract. It is also simply not good enough that this issue is still being raised many months later.

To reiterate - if you want a bill that's older than 6 months, you will  have to pay for it. Forget anyone's assurances that you won't if it's less than 12 months old - you will still have to pay. Download all your bills every month - don't get caught!



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Wise owl
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Message 2 of 3 (285 Views)
Helpful Answer
confirmed by mcallen
‎19-05-2017 10:51

Re: Access to older emails - not a question, a complaint

[ Edited ]

You could put in a request under the Data Protection Act 1998, part ll, section 7, right of access to personal data.

http://www.legislation.gov.uk/ukpga/1998/29/part/II

 

The ico provides information on how to request this data, https://ico.org.uk/for-the-public/personal-information/

You can ask the organisation you think is holding, using or sharing the personal information you want, to supply you with copies of both paper and computer records and related information.

Organisations may charge a fee of up to £10 (£2 if it is a request to a credit reference agency for information about your financial standing only).

Take note of the template letter on the ico site where copies of statements between <date> and <date>  is specificially used as an example. Smiley Wink

£10 is not too much to pay to receive all the information VM hold about you, and far cheaper than £2.00 per bill!




It's What I Do.
I Drink and I
Remember Things.

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Wise owl
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Registered: ‎09-09-2009
Message 2 of 3 (286 Views)
Helpful Answer
confirmed by mcallen
‎19-05-2017 10:51

Re: Access to older emails - not a question, a complaint

[ Edited ]

You could put in a request under the Data Protection Act 1998, part ll, section 7, right of access to personal data.

http://www.legislation.gov.uk/ukpga/1998/29/part/II

 

The ico provides information on how to request this data, https://ico.org.uk/for-the-public/personal-information/

You can ask the organisation you think is holding, using or sharing the personal information you want, to supply you with copies of both paper and computer records and related information.

Organisations may charge a fee of up to £10 (£2 if it is a request to a credit reference agency for information about your financial standing only).

Take note of the template letter on the ico site where copies of statements between <date> and <date>  is specificially used as an example. Smiley Wink

£10 is not too much to pay to receive all the information VM hold about you, and far cheaper than £2.00 per bill!




It's What I Do.
I Drink and I
Remember Things.
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Registered: ‎18-05-2017
Message 3 of 3 (135 Views)

Re: Access to older emails - not a question, a complaint

[ Edited ]

That's a clever idea! I'd be tempted to do it just for the nuisance factorSmiley Happy, if it wasn't more then the two bills I want.

Could well help someone else needing 5 or more bills, though.

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