I had my Netflix account restricted by Virgin Media after I paid my bill. I contacted Virgin the day after and was told not to worry, the services will resume within 24-48 hours.
Ayer 3 days I called and was told that all my services should be working fine and they don't know why there is a hold or even how. I was told to be reassured and that it would be fixed.
4 days later and still nothing. I called again to be told that there's no record on the system of any issue and they will raise a complaint ticket. I told them that I've already got 2 complaint ticket references showing these have been raised. I was reassured again by someone called Sean that he would personally get it resolved and call me back 10 days later.
Sean called back and asked if it was now working. I said no. I asked in the 2 weeks that they had been notified of my issue what had they done to resolve it. He confirmed that a form had been filled out. Apparently it takes 2 weeks to fill out a form and submit it. I was then told that as it was part of my Volt bundle, Virgin don't actually have to supply me with Netflix as it's just an incentive. I confirmed I pay for my package and Sean didn't care. He then logged another call back - which he never called me back.
I logged a complaint on WhatsApp using love chat where I was apologised to profusely and told repeatedly that the issue will be prioritised and dealt with immediately.
I then spoke to someone again on the phone a few days later called Mohammed I think, and explained the issue. I was told that Virgin Media cannot put this restriction in place so it's a Netflix issue not a Virgin one. I categorically told him that the error message EXPRESSLY states that Virgin Media have placed a temporary hold on my Netflix account. I also said that I had repeated this error on the phone 3 times and once in Live Chat, therefore this should quite clearly be documented.
Mohammed arranged a call back 3 days later.
I then went online to track my complaint and noted that all bar one of my complaint logs had been marked resolved with a green tick. Not a single one of my complaints have been resolved but they have been falsely marked as such in order to falsify records to make it look like Virgin Media are good and quick at resolving complaints when actually they simple close down active complaints and lie stating that they are resolved.
Mohammed called back and asked if my services are now working. I said no. He again said that he has spoken to management and it's not a Virgin Media thing it's a Netflix issue. I stated that I've actually spoken to Netflix who have confirmed that as the package is paid for through Virgin, Netflix cannot place these holds on the account, only Virgin. Hence the message saying Virgin Media have put the account on hold.
Mohammed is very clearly lying as he doesn't understand how to fix it.
Surely a simple email to Netflix from the relevant department telling them to remove the restriction is all that is required but apparently it has taken 4 weeks now for everyone in the relevant department to scratch their heads and have no idea what to do.
Mohammed said that I am the only customer of Virgins with this restriction issue and they've never come across it before, despite me reading other forum posts with this EXACT issue!
Mohammed has confirmed that he will call me Wednesday.
I have now taken screenshots of the WhatsApp messages, emails and also the 'resolved' complaints and think it's time to involve the Ombudsman as I think they'll be interested to know that Virgin Media are incorrectly classing complaints as resolved to improve their complaint handling record. Surely this is in breach of a code of conduct but I shall leave this to the experts to handle. Clearly Virgin Media are completely incapable of removing a simple restriction that shouldn't have been put on in the first place.
WILL SOMEONE AT VIRGIN PLEASE RESOLVE THIS ISSUE OR SEND ME COPIES OF THE RECORDED TELEPHONE CALLS OF THE COMPLAINTS TO ENABLE ME TO ESCALATE THIS ISSUE PROPERLY!
