Customer complaints team redundant

I have had intermittent problems for 3 years. I was contacted by a customer complaints manager Umang. Either I struggle to understand him or he lies with alarming regularity.  He leaves messages I cannot hear properly, he speaks quietly and fast. So far Umang has told me there is no one in charge of him, he is the last point of contact at VM. I told Umang I want to talk to a manager in the UK.  Today Umang told me VM have to issue a deadlock letter in order for me to talk to a UK complaints manager.  What sort of rubbish is this?  Umang had made an offer for compensation and he told me I’d reported the issue last March (or May, I forget what he said)… I advised him it’s been 3 years and if he listened to the conversation when I took out my contract (last January) he would hear I had been promised the ONGOING issues would be fixed if I took out the contract.  This already demonstrates he is wrong. I asked him to send me his offer in writing. Instead Umang sent me a request for data, where I provide proof of who I am and a load of conversations get emailed to me.  So first that’s not what I asked for,  second I’m not doing VM’s job for them, third once again Umang has failed to do what I’ve asked. 

The worst customer service at have ever experienced. I would advise anyone thinking of joining virgin media to read the online reviews… they are literally the worst and they don’t care. 

All complaints are on the website and there is no record for the customer.  Fortunately I have kept records.