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JJ56
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Poor Customer Service

My Virgin media package was terminated on the 25/12/16. I was told twice by two different Virgin Media staff that I would receive boxes to return the equipment and that I would receive a cheque for the credit on my account. The account was terminated on the 25/12/16 and Virgin took a full payment on the 28/12/16. I'm due a refund of at least £74.99 from Virgin and I still haven't received it despite contacting Virgin twice about this. I want this resolved immediately otherwise I shall have to contact the Ombudsman. I still have the Virgin equipment and as yet still haven't received boxes to return it. This is extremely poor service. In fact it's the reason I left Virgin Media. Poor customer service and poor Media service.
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DABhand
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Re: Poor Customer Service

I would assume that you called in November to cancel by giving your 30 days notice yes?

If so then you should have received a cheque for the credit on the account, can take a number of weeks to arrive, and would have started in late January to be sent out, since the last time payment was taken was in late December.

I would contact retentions over the phone and discuss with them, as obviously staff on here can't help you fully due to DPA, but they could offer you advice.

However once again you would probably be quicker calling.

Majide!
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Forum Team
Forum Team
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Re: Poor Customer Service

Hi JJ56

Many thanks for taking the time to join us on the community and for getting in touch about the refund and the returns packaging.

I appreciate you need to discuss your former billing with us and you want to look into this.

To do so it would be great if you could get in touch with our teams via the secure methods below.

You can contact them to look at supporting you with this this either via 150 or 0345 454 1111 or via Webchat

To speak to the Webchat teams just choose the option in the column on the left that best matches your needs and tab over to the right through the menu to get to the Chat Online option.

E.g.- Account and Billing > Manage Your Account Online

Via these options our teams can clear security with you and support you with billing or customer care queries.. As the forums are public, supporting you in this way is the best way to keep your data confidential.

Keep us posted on how this goes and let us know if you need anything else.

Take care.

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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