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barmyarmy66
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Way to treat loyal customers...NOT!

After many years with Diamond Cable, NTL and now Virgin I have to say I am totally dismayed at the treatment loyal customers get.

 

I have (and always have had) the top package with VM plus sports and movies, 2 mobile contracts and pay via DD.

 

After having a mobile contract for many years, the latest one was due an upgrade as I have had it 3 years and need a new phone.

 

Rang today to be told...

 

"sorry sir, you have failed to pass internal credit scoring, I need to file a form and will ring you back in 3 days to say yes or no"?!?!?!

 

Appalling. I pay nearly £2,000 per annum and cannot upgrade.

 

No payments outstanding, good credit score elsewhere...appalling!

 

Not a happy camper and now consider options to move ALL my services elsewhere.

 

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Forum Team
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Message 2 of 8
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Re: Way to treat loyal customers...NOT!

Hi barmyarmy66

 

Welcome to the community, I'm massively sorry to learn about the problems you've experienced lately.

 

For a customer that's been with us for so long, we'd love to continue providing you with the services that you're after. As we're not able to clear security via the forum our assistance in restricted, but to resolve this matter give our team a call on 789 from any Virgin handset, or 0345 6000 789 from any other and request to pass this onto the credit team to be reviewed.

 

This will take up to 5 working days to review and a note will be left on the account advising of their decision after looking into all of your details, including your address. If you don't hear back in this time, our team on 789 will be able to check it's progress and let you know what's going on.

 

Sorry again for the inconvenience this has caused, I'd love to hear how you get on.

Craig


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barmyarmy66
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Re: Way to treat loyal customers...NOT!

Did all that and still got refused.

 

Applied to EE for a Galaxy S6 Edge and was accepted IMMEDIATELY!

 

Just waiting for my month to finish on VM and will be killing off the service and porting my number over.

 

Oh, and I shall also be doing the same for my families mobiles (x4) that are currently on my account when they finish this year.

 

£212.50 per month = £2,550.00 per year going elsewhere.

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Forum Team (Retired) Mat_H
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Re: Way to treat loyal customers...NOT!

Hi Barmyarmy66,

 

Sorry to hear you want to leave us Smiley Sad

 

If there's anything we can do to keep you on board, please let us know.

 

Thanks,

Mat


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barmyarmy66
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Re: Way to treat loyal customers...NOT!

OK

 

So I stayed put. Paid ALL my bills on mob and media by DD as usual.

 

Rang today. Still only a C2 and cannot upgrade. Told me to ring back in August **bleep**! Been trying to upgrade since Jan!

 

LAST STRAW PEOPLE.

 

Contracts on all services now going to be terminated.

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Moderator
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Message 6 of 8
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Re: Way to treat loyal customers...NOT!

Hi barmyarmy66,

 

Welcome to the communitySmiley Happy

 

Sorry to hear you're having difficulties upgrading.

 

I'd like to look into this for you.

 

I will send you a private message shortly (red envelop, top left hand side) to gather some more information from you.

 

Look forward to hearing from you.

 

Speak soon.

Stephen_B
Community Moderator

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barmyarmy66
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Re: Way to treat loyal customers...NOT!

1 month and 10 days on, still no word from VM about this issue.

 

No callback when promised, no reply to their 'investigations'

 

Not good people.

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Forum Team
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Message 8 of 8
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Re: Way to treat loyal customers...NOT!

Hi barmyarmy66,

 

Thanks for keeping us updated.

 

I'm very sorry Stephen hasn't got back to you on this but he's been out of the office for a while. I can see he gathered your details as part of the ongoing investigation.

 

We have amended the way we process upgrade requests as of from July 30th. Whether you'll be accepted or not now I'm still not sure as you'll need to try an upgrade again through the system.

 

Please let me know how you get on with this.

 

Thanks


Rich
Forum Team
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