At my wits end with Virgin Business Customer Service/Complaints.
I've raised a complaint, which resulted in someone calling me to explain yet again that they couldn't do what they offered me.
I am so sick of being gaslit and lied to every time I speak to someone in the Virgin Business customer service team. Has anyone had any success with an escalation? I have submitted a subject access request for the calls, but I am neither confident that they will provide them, or even if they do, act on literal proof of what I was promised.
Anyway, here's what I submitted in the online complaints form, which resulted in the aforementioned non-resolution.
I have had the most frustrating time. I have wasted hours on the phone trying to sort this out.
My desired resolution is one of:
1) Give me what I was promised - 400mb for half price for 6 months then £5 off the line rental, plus a goodwill credit for all the time I have wasted in calling you, or
2) allow me to exit immediately and move to the residential team as a new customer.
Background.
I had an issue with my internet that lasted from late december to mid january. Once this was resolved, I enquired about upgrades. On 16 January I agreed to upgrade to 600mb. I was told that the upgrade would be actioned within three working days. A week later this had not happened so I called and was told that no one could tell me when the upgrade would be actioned. I said this was not what I agreed to so I wanted to cancel. Retentions offered me 400 with 6 months half price and £5 off when line rental went to full price. I agreed. I then got an email saying I would have to wait a month to downgrade. I called again and was promised that a supervisor would make sure my speed upgrade was applied the next day, and they offered me £5 off the line rental for 600 as well as the 6 month half price. I agreed on condition that the upgrade went ahead as promised as I did not have the time to constantly call and chase. This did not get actioned so I called again to complain. I was told (on around the 30 or 31 January) that they had agreed to cancel the upgrade order to 600 and that someone would call me in two days to arrange the new contract for 400 at 6 months half price and then I could have £5 off the line rental. This call did not happen. Yesterday (14 Feb) I got an email saying my 600mb had been actioned. I called and was told that I could no longer have the 400 at 6 months half price and £5 off line rental as the offer was not longer valid. It took me three calls to get someone to action a complaint. The first agent I spoke to immediately placed me into another queue. The second agent hung up on me after a long conversation. The third agent told me that they had raised an escalation and the case number was 04279161. I just checked my mobile phone and I have 27 calls to you in the last two months, and I have also called from work a few times. This is incredible frustrating and I just want someone to actually do what they promised.
