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katucker's avatar
katucker
Tuning in
2 months ago

Awful Complaint procedures

Has anyone spoken to the ombudsman regarding the Virgin complaints procedure. I've raised 3 complaints one via customer services and two via the webform. Each time I've received an email telling me I had a chat with someone and we agreed a resolution. This certainly didn't happen and I'm not happy. I would like a phone call to discuss the fact that their customer service agent sold me a new package and agreed verbally a package over the phone but then they didn't follow through on the paperwork. I would like virgin  media to listen to my conversation and see what was verbally agreed. I feel the agent did the dirty on me and virgin need to sort their customer services out. Noone is willing to speak to me regarding this. It's terrible customer services...

 

Any advice how to actually speak to the complaints department please. Thanks 

complaint

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  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    2 months ago

    Hi katucker thanks for posting although we're sorry to hear of the concerns you've raised here. 

    We can't provide a phone call over this avenue, but we're more than happy to take a look into things here for you.

    There's no specific complaints department as all should be looking to resolve your complaint at point of contact, but appreciate this hasn't been done so far so we're sorry for that.

    Please expect a PM from me to arrive shortly and respond directly when you can!
    Many thanks

  • laurajayne321's avatar
    laurajayne321
    Tuning in
    2 months ago

    Having the exact same problem! Although I done it over web chat and have the proof in black and white. Constantly feeling like I am being fobbed off. Let me know if you manage to get anywhere with this!