Virgin Media owe me £196 and have done for 6 months. I have reclaimed via indemnity and then had the money taken again due to their error. How can I escalate this as speaking to the useless people on the phone is like banging my head against a brick wall. They agree that they will pay me by cheque, but this has taken over 3 months due to errors by them when requesting the refund from their accounts department. Promises to call me back, promises to send me a letter, promises to send me a cheque Lies after lies after lies.
May we ask why they owe you £196? Where has that figure come from.
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£196 upfront line rental, taken from my bank account which was supposed to be refunded. The refund was forgotten and then refunded over a month late. Told to do an indemnity charge, which was refunded and then I was charged a late payment and then they took the £196 again along with a £10 late payment charge. They admit that it was their error but they keep screwing up the refund. How difficult can it be! I guess it depends on the process or the people applying the process. Shocking Customer service.
They said they would refund the £196, they processed the refund after they had taken the money, they were supposed to credit the account before taking payment but they made a mistake. They have admitted to their error. Simple, they owe me £196. I have contacted them more than 20 times. They have promised to send a cheque but they keep screwing it up by not following their process. I have been chasing this for 6-months. The questions are: How do I get it the £196 back? How do I escalate this?
I have already followed as mentioned in their policy. Spoke with manager asked for senior manager to review and asked for response in writing. Just spent 1hr 2mins on the phone trying to resolve it again. Quoted their complaints procedure and they do not even know their own procedures. I told them I have kept records and recorded the calls. I was asked if I had a complaints reference and I replied that I was never given a reference. He then found my complaints ref and the original call ref. They say the cheque will now be processed. I have heard this for the last 6 months, I'll have to wait another month before the cheque arrives.