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casey89
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complaint

How do i go about making a complaint i have been lied to by the retention team which has led to me canceling my package which i don't really want to do as i don't want to pay a higher price than what was agreed on the phone. wasn't sure if they recorded phone calls to prove what he said to me at the time. Tried ringing once already and didn't get very far.

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Superuser
Superuser
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Re: complaint

hiya @casey89 you can view virginmedia complaint process via -> http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practic...

hope this helps
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Forum Team
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Re: complaint

Hi casey89,

 

Thanks for your post and welcome to the forums. It's lovely having you here even if the circumstances are less than perfect Smiley Sad 

 

I am very sorry to hear that your experience has brought you to wanting to make a complaint. There are 3 ways in which you can do this. 

 

The first, give the team a call on 150 / 0345 454 1111. I know sometimes you'd rather not talk to someone and follow a different option however all of our agents are trained to handle complaints and if you aren't happy with the resolution they give it can be referred to a manager right away. It's the quickest way to get whatever is wrong resolved. 

 

Secondly, you can speak to the team via web chat. If you go to the Contact Us Select the options > Account and Billing > Manage your account online > chat online. The team here will also be able to take your complaint and help resolve things for you.

 

Third, you can write in to us on the following address:  

FAO Virgin Media Complaints

P O Box 333

Matrix Court

Swansea

SA7 9BB

 

This route will very likely leave you frustrated though as it is the longest way to resolve a complaint. 

 

 

Come back and let us know which option you take and if there is anything else we can do. 

 

Thanks, 

Kath_F
Forum Team

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