Forum Discussion

clarmrrsn's avatar
clarmrrsn
Tuning in
24 days ago

3 complaints in a row Completely Ignored by VM.

Hello

Sorry to say this is my second negative post in a few days on here, and it's regarding the complaints process....again.  

I called again yesterday and spoke to a wonderful lady called Hayley, who has arranged another deal for me, and while I am not exactly happy with the price increase forced on my by VM, her service was really top class, as well as a thumbs up to the forum staff on here, who are always helpful. 

However, the complaint process in VM is still shockingly bad, even worse than the other poor service I have received, at least they occasionaly call you back.

18 months ago I had 2 complaints in a row ignored (The second was to complain about the first being closed with no contact ) the "Manager" at the time sent an email saying "Thanks so much for the chat on 17/07/2023. We’re very happy to be able to resolve things for you" I then had to lodge another complaint about this, which was handled exactly the same.  I came onto the forum here an eventually got the problem solved.  

Now this morning I have had exactly the same experience again, I lodged a complaint after being told 5 times that the price quoted during contract renegotiation included the o2 SIM.

This morning I have had exactly the same default email response, with no attempt to phone me (I am home this morning waiting for the call) 

"Thanks so much for the chat on 12/01/2025. We’re very happy to be able to resolve things for you.

Here’s a quick recap

Your complaint was:

Cable -> Customer Experience -> Staff Conduct

And here’s what we agreed:

Package -> Extra info on package and product"

3 complaints in a row completely ignored by VM Management, it seems they just do this as default, close the complaint and nuts to the customer.  What's the point in a complaints process that goes absolutely no where????  Leave the customer with a dead end, with the only option to call back and go through the same nonsense again, or take it to the ombudsman.

I was told when I logged it that the manager should try and call 3 times, this has never happened....not once!!!

  • clarmrrsn's avatar
    clarmrrsn
    Tuning in
    24 days ago

    Thanks I will,

    Hopefully can get some sort of assistance regarding the complaint via the forum staff.  I am not calling back again.  My sanity won't stand up to another 45 minutes of that nonsense.

  • clarmrrsn's avatar
    clarmrrsn
    Tuning in
    21 days ago

    I had an email from the "resolutions team" who said that they were contacting me  after the issues with complaints not being handled correctly.  At first I thought yes, eventually someone is actually taking this seriously enough to contact me.  Then I read the email.

    But the email has taken the issue absolutely nowhere, they said they have tried to call me, yet again no phone call has been received by me, I have had no missed calls.

    They also said that the complaint contained no information???  Well sorry but if you had actually called me like you were supposed to the information would be obtained from your customer who has raised the complaint.

    Sorry but this.is getting absolutely ridiculous now, as they have just done exactly the same as the other 3 complaints.  

    Can someone please tell me how you get a complaint to be handled in any manner by virgin except closing it off?

    This pattern is becoming very frustrating 

    • Robert_P's avatar
      Robert_P
      Forum Team
      21 days ago

      Hello clarmrrsn

       

      It's disappointing to hear of the package issue regarding the SIM and the problem getting a resolution to the complaints raised. We understand the frustration this can cause and appreciate you raising this via the forums.

       

      With any of our Volt packages the SIM cost is always payable to O2 who have handled our mobile services for a while now. We're sorry this wasn't advised during your conversations with the team when renewing, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    You are experiencing their standard procedure, which is to make it so difficult that you eventually give up and go away.  It seems to be quite effective.