Abysmal Customer Service
I have been paying for my broadband, TV and phone service with Virgin each month by bank transfer. I have done this for the last 10 years or so. Every time I make a payment I use the same details and reference number. My bill for January 2024 was due for payment on 26th December 2023, I made the payment of this bill early on 22nd December 2023 to ensure that it was received in time due to the festive break. I was then disconnected from all of my services on 22nd January and when I contacted you, that same day, you advised me it was because my bill payment due in December had not been received.
I spoke to various different teams and people including managers and supervisors and was eventually advised to contact the missing payments team by email. I did this on 24th January and also included screenshots from my banking app showing that payment had been made to you on 22nd December. I also attached confirmation from my bank that you had received and cashed my payment. I received an automatic reply advising that I would receive a response from the missing payments team but 7 days later no response has been received yet.
I have been without any services from you for over 10 days. I have called Virgin Media contact centre several times to try to resolve this issue but all of your agents have been unhelpful and uninterested. The solution I have been offered is to just pay again and that should fix it. Why should I pay my bill to you twice?
I want to cancel my service with Virgin Media and I shall never ever come back to you but you have raised a dispute on my phone line which is making it difficult for my new service provider to install their broadband services.
I am at a total loss as to what to do to resolve this issue. I have paid your bill, I have proof of this payment. I have sent you this proof and now you ignore me and cannot assist me when I call the contact centre.
Please can someone take ownership of this issue and resolve the problem. Is there anyone in your customer services team who can deal with this missing payment.
The customer service at Virgin Media has to be improved, it is absolutely abysmal.
