ADR- Alternative Dispute Resolution
I am struggling to get resolution from Virgin team on incorrect billing for last 2 months.. I am been charged £41 higher than contract value each month. I have made multiple attempts to get this resolved with customer care and resolution team.
I need to file a complaint for unethical billing practice. Do I need a deadlock letter from Virgin before initiating ADR with CISAS?
VM now uses Ombudsman Services for ADR
Process is explained here
https://www.commsombudsman.org/our-process
You can share your unhappy complaints experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes and facilitating appropriate access to ADR.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.